On 12/29/20 04:41, Keith Medcalf wrote:
Are you sure that is not related to "residential services" being of a generally lower quality than business services? It has been my experience that shoddy service generates higher need for "support" than does "non-shoddy" service. In this regard, the price for "business" services should be less than "residential service" by a couple of orders of magnitude since it costs orders of magnitude more money to "support" shoddy services than non-shoddy services.
Considering that Aaron said 98% of their residential customers are on the free plan, and that they use Active-E with every 1Gbps customer getting a proper switch port, I'd hazard the bulk of their support queries to be non-techie customers needing software support (grandma, et al), or fibres being cut.
It wouldn't seem like they'd be getting calls about "speed" issues, which are most annoying ones :-).
Mark.
