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Ask a Broadband Expert - DDoS Attacks

By Marsha Hemmerich | June 25th, 2014 |Categories: Ask an Expert, DDoS Attacks, ask a broadband expert, Distributed Denial of Service Attacks

Help I’m Under Attack! Unfortunately that plea is becoming more and more common these days. Here’s why, and some ways that the ISP community can help. All networks receive packets from other networks. Normally a packet will contain the IP address

Looking to Stop Online Complaining from Your Customers? Here’s How.

By Jason Young | June 5th, 2014 |Categories: Customer Service

If we all had perfect companies, we’d never hear of complaints, but in the broadband industry, of course no one’s perfect. We’ve all ran into customer service experiences that weren’t favorable that we had to work through. Remember before the [...]

Customer Service Tips: Taking Care of Your Customers The Right Way

By Fonya Frazier | March 14th, 2014 |Categories: Customer Service

Ever heard of the old saying, you don’t miss something until it’s gone? That should be the mantra when it comes to providing customer service to your broadband customers because you always want to keep them happy to ensure that they stay since [...]

Customer Service Tip: Owning Your Problem

By Jason Young | February 6th, 2014 |Categories: Customer Service, customer service, customer service tip

In the customer service world, fulfilling commitments are vital in showing customers you genuinely care. When a company advertises "the best in town" or "100% satisfaction guaranteed," that is what customers expect--no less. As broadband [...]

Ask a Broadband Expert - DOCSIS Pre-Equalization

By Marsha Hemmerich | January 30th, 2014 |Categories: Ask an Expert, DOCSIS, ask a broadband expert, interview, pre-equalization

DOCSIS pre-equalization is a subject that every cable provider should know more about. With a simple line of code on the CMTS, you can achieve an immediate and significant improvement in your upstream signal levels.

Ask a Broadband Expert - Customer Support

By Marsha Hemmerich | December 17th, 2013 |Categories: Ask an Expert, ask a broadband expert, interview, network virtualization

A veteran of technical support and customer service, Jason Young has been with ZCorum since 1999 and serves as Vice President of Support Services. In that role he manages ZCorum’s call centers, including a staff that supports data, voice and [...]

Ask a Broadband Expert - Rural Broadband Survival

By Marsha Hemmerich | October 3rd, 2013 |Categories: Ask an Expert, ask a broadband expert, interview, network virtualization

Nearly sixty-five percent of very rural residents who live outside of metropolitan areas, only have basic wired internet service and no access to the faster broadband that's needed in today's fast paced internet world. Overall, the country is [...]

Ask a Broadband Expert - Bandwidth Usage Management

By Marsha Hemmerich | July 24th, 2013 |Categories: Ask an Expert, Bob Hunt, ask a broadband expert, interview

Keeping up with customer bandwidth demands is a big challenge for service providers today. Throwing bandwidth at the problem is not the solution. Instead, bandwidth management policies that moderate peak-time usage and tie revenue to bandwidth [...]

Ask a Broadband Expert - What are DOCSIS Codeword Errors?

By Marsha Hemmerich | May 7th, 2013 |Categories: Ask an Expert, Codeword Errors

This month’s Ask a Broadband Expert features Brady Volpe, a highly respected speaker and industry thought leader on broadband. Mr. Volpe is a frequent presenter at industry trade shows, conferences and regional seminars.  He has published [...]