Re: 10g residential CPE
On 12/29/20 15:42, Darin Steffl wrote: Oh they'll get plenty of support calls still, almost all about wifi issues. They'll be connected to 2.4ghz on an old device, run a speedtest and only get 30 mbps and complain they're not getting 950 mbps on their free connection. WiFi issues will always cause support calls no matter what isp. The denser the area, the more wifi interference that exists and will drive more calls. I didn't say those won't come in, I meant that I don't expect them to be the majority. Again, it seems nice to be able to do this but most companies don't have idle resources sitting around to give away things for free. We have zero extra time to work for free. Didn't know you had joined KC Fiber. Mark.
Re: 10g residential CPE
On 12/29/20 18:42, Aaron Wendel wrote: Oh, we still get calls about speed issues. It's always wonderful when someone puts their own 10 year old Linksys WRT54G and double NATs behind our CPE then sends in a speed test wondering why they're only getting 10Mbits on their Gbit line. We get those ALL the time. :) I'd be keen to know if they are a large proportion of your support calls, on the whole. Mark.
Re: 10g residential CPE
On 12/29/20 18:50, Aaron Wendel wrote: The majority of our customers are still on Brocade MLXs. We're in the process of upgrading all our equipment to Arista switches to accommodate the increased demand for 40G and 100G ports as well as implement 400G ports. Unfortunately, switch pricing hasn't kept up with trends in the FTTx space. You'd think major switch vendors would want to corner this market, but it seems the data centre business is just too sweet. Mark.
Re: 10g residential CPE
On 12/29/20 19:00, Mike Hammett wrote: People love throwing their own router behind whatever Internet connection they have. It almost never fails to cause a problem. I'd only do it if I could guarantee the ISP's CPE will run in Bridge mode, or if I can get access to their router to fiddle with. Router upon router is just bad news. Google's OnHub (and by extension, their new wi-fi routers) treat Bridge mode as evil. At least, it's there. Mark.
Re: 10g residential CPE
On 12/29/20 21:44, James R Cutler wrote: Supplying any configurable residential CPE would not necessarily be cheaper. The tracking and accounting for the hardware and qualifying said hardware, not to mention truck rolls for hardware updates, could well be more costly than fielding support calls (which would likely not decrease anyway). Probably why the free plan doesn't include a router :-). Mark.
Re: Where do your 911 fees go and why does 911 fail
Its impressive for nearly all (not all) service was restored in central Tennessee, southern Kentucky, and northern Alabama within a few days. It took months to repair Puerto Rico telecommunications after Hurricanes Irma and Maria. Puerto Rico lost over 95% of telecommunication services, although there were some minimum essential facilties which stayed in operation. Ultimately how much critical resliliancy exists is a policy debate, not an engineering problem, to solve. Toute nation a le gouvernement qu'elle mérite.
Re: Where do your 911 fees go and why does 911 fail
On Tue, 29 Dec 2020, Peter E. Fry wrote: 911 services are certainly not treated as critical as the public is led to believe. Not that anyone here is surprised by this, but hopefully positive change can come out of this otherwise horrible event. The folks on this list likely know where the central Tennessee backup tandem office is located. Although its semi-public knowledge, I avoided mentioning its location until the immediate threat passed. LATAs don't have much legal meaning anymore, but every LATA had at least two tandem offices. Nevertheless, the "cloud" still depends on physical infrastructure. I'm sure there will be several investigations by regulators why all the 911 PSAPs didn't fail-over to the backup tandem office. Of course, single-homed circuits physically connected to the Nashville CO wouldn't fail-over.
Re: Where do your 911 fees go and why does 911 fail
On Wed, Dec 30, 2020 at 2:13 PM Sean Donelan wrote: > The folks on this list likely know where the central Tennessee backup > tandem office is located. Although its semi-public knowledge, I avoided > mentioning its location until the immediate threat passed. LATAs don't > have much legal meaning anymore, but every LATA had at least two tandem > offices. > > Nevertheless, the "cloud" still depends on physical infrastructure. > > I'm sure there will be several investigations by regulators why all > the 911 PSAPs didn't fail-over to the backup tandem office. Of course, > single-homed circuits physically connected to the Nashville CO wouldn't > fail-over. > Amazing how much data is in LERG. -Nathan
Re: Are the days of the showpiece NOC office display gone forever?
On Tue, Dec 22, 2020 at 10:41:43PM -0700, Wayne Bouchard wrote: > And if the last 15 years has shown us anything, it is that when you > can't get past the auto-attendant and talk to a real human, and if > that person can't talk to you like a person instead of reading scripts > at you, your stress levels go way up as does your desire to break > things. Automation in customer service (or excessive emphasis on > procedures) is a really nice way of taking a five minute problem and > turning it into an hour long ordeal. There are some easy methods for service/support organizations to decrease the pain that this inflicts on people reporting problems. For example, one thing that I've taught people to do is to make liberal use of procmail in order to sort incoming traffic to role accounts. It requires diligence, but that diligence is repaid many times over by how it expedites dealing with problems. A simple example of this is that when a problem report is received at the RFC 2142 security@ role address, and it's clueful, well-written, and important, a procmail rule gets created for the sending address so that all future messages from that address are prioritized...because it obviously came from someone who knows what the heck they're doing and did us a favor by telling us that we have a problem. Chances are that any future messages from them will be similarly helpful and that if we respond to those quickly we may be able to forestall a lot more messages that aren't going to be as clueful. The opposite thing is done with clueless/misdirected/etc. reports: they're not discarded, but they go into the low-priority queue. Everything else goes somewhere in the middle. Repeated hundreds or thousands of times over many years, this builds a ruleset that pre-sorts messages rather well. It's not perfect, it's not foolproof, but it helps us *and* it helps lower the frustration level of people sending clueful messages, because it better positions us to read, act on, and respond to those. Those people are catching our mistakes, the least we can do is try to pay attention. (Hint: a useful way to begin building such a ruleset is to grab all the addresses from NANOG, dnsops, outages, etc. and pre-load the ruleset with them...because traffic received at role accounts from participants in these mailing lists is probably useful.) ---rsk
Re: Are the days of the showpiece NOC office display gone forever?
It’d be real interesting to open-source this somehow, produce a useable open or quasi open (maybe curated somehow) reputation score for email. Ms. Lady Benjamin PD Cannon, ASCE 6x7 Networks & 6x7 Telecom, LLC CEO b...@6by7.net "The only fully end-to-end encrypted global telecommunications company in the world.” FCC License KJ6FJJ Sent from my iPhone via RFC1149. > On Dec 30, 2020, at 3:04 PM, Rich Kulawiec wrote: > > On Tue, Dec 22, 2020 at 10:41:43PM -0700, Wayne Bouchard wrote: >> And if the last 15 years has shown us anything, it is that when you >> can't get past the auto-attendant and talk to a real human, and if >> that person can't talk to you like a person instead of reading scripts >> at you, your stress levels go way up as does your desire to break >> things. Automation in customer service (or excessive emphasis on >> procedures) is a really nice way of taking a five minute problem and >> turning it into an hour long ordeal. > > There are some easy methods for service/support organizations to decrease > the pain that this inflicts on people reporting problems. > > For example, one thing that I've taught people to do is to make liberal > use of procmail in order to sort incoming traffic to role accounts. > It requires diligence, but that diligence is repaid many times over by > how it expedites dealing with problems. A simple example of this is > that when a problem report is received at the RFC 2142 security@ role > address, and it's clueful, well-written, and important, a procmail rule > gets created for the sending address so that all future messages from > that address are prioritized...because it obviously came from someone who > knows what the heck they're doing and did us a favor by telling us that > we have a problem. Chances are that any future messages from them will > be similarly helpful and that if we respond to those quickly we may be > able to forestall a lot more messages that aren't going to be as clueful. > > The opposite thing is done with clueless/misdirected/etc. reports: > they're not discarded, but they go into the low-priority queue. > > Everything else goes somewhere in the middle. > > Repeated hundreds or thousands of times over many years, this builds a > ruleset that pre-sorts messages rather well. It's not perfect, it's not > foolproof, but it helps us *and* it helps lower the frustration level of > people sending clueful messages, because it better positions us to read, > act on, and respond to those. Those people are catching our mistakes, > the least we can do is try to pay attention. > > (Hint: a useful way to begin building such a ruleset is to grab all the > addresses from NANOG, dnsops, outages, etc. and pre-load the ruleset > with them...because traffic received at role accounts from participants > in these mailing lists is probably useful.) > > ---rsk
Re: Where do your 911 fees go and why does 911 fail
Yeah there wasn't a lack of options for fail over. I suspect there was a lack of care to plan or test for them by many parties. Regardless, I personally have backed off really blaming bell for this one other than the cell towers going down. If you can't happily lose a campus for a week, it's the design that's the issue, not the non infinite uptime of the campus. On Wed, Dec 30, 2020, 15:03 Nathan Stratton wrote: > On Wed, Dec 30, 2020 at 2:13 PM Sean Donelan wrote: > >> The folks on this list likely know where the central Tennessee backup >> tandem office is located. Although its semi-public knowledge, I avoided >> mentioning its location until the immediate threat passed. LATAs don't >> have much legal meaning anymore, but every LATA had at least two tandem >> offices. >> >> Nevertheless, the "cloud" still depends on physical infrastructure. >> >> I'm sure there will be several investigations by regulators why all >> the 911 PSAPs didn't fail-over to the backup tandem office. Of course, >> single-homed circuits physically connected to the Nashville CO wouldn't >> fail-over. >> > > Amazing how much data is in LERG. > > -Nathan >
