Utilization |
From Tower To Google.com |
From Tower to Customer Location |
First of all let me say if the customer thinks our customer service is bad - he is right. He is the customer. We must examine how to improve our service to him.
In this case - I went back and looked at a sample period for traffic load:
Here were the average network loads:
Hour 1: Average 0.8 megabits per second
Hour 3: Average 5.25 megabits per second
Hour 5: Average 8.64 megabits per second
Hour 7: Average 3.57 megabits per second
Hour 9,11,13: Average 1.5 megabits per second
Hour 15: Average 6.34 megabits per second
This amounts to over 1000 gigabytes of data a month.
With the previous rate plan we imposed on this radio, the subscriber would have experienced severe latency during 3 of 8 samples.
We buy bandwidth at Equinix from many tier 1 providers, but it does have a cost.
I do believe this subscriber must have been poorly served - but at the same time I have told him for all these years - he is way over our typical guiidelines for Residential Silver service which has been 100 to 200 gigabytes a month.
This subscriber does not believe there is heavy use - and that is apparently my failure - in not resolving this issue.
Nonetheless my repeated warnings have been ignored, causing our staff to scratch their heads when this subscriber calls in - because there are no defects on his circuit in our monitoring tools.
I will be happy to post additional information to back this assertion up.
We are often flexible with heavy users, but if they want to draw big resources some additional monthly service charge is necessary in order for us not to lose money.
Business customer
