Remember earlier this year when Netflix announced that Orange is the New Black was returning with new episodes? The anticipation was overwhelming, and when it finally premiered, millions tuned in to the show. Some broadband operators may have [...]
Locating impairments getting spooky? Who you gonna call?
Plant impairments come in all shapes and sizes. Gremlins chew on your cables, monsters loosen your fittings and ghosts haunt your field techs. Take Marty Carollo, Network Manager of [...]
As its name suggests, proactive network maintenance (PNM) allows cable operators to get ahead of the curve in being able to diagnose issues in the cable plant. When network impairments are concentrated in an area, it’s easier to locate the problems [...]
Proactive network maintenance (PNM) and DOCSIS pre-equalization are important tools to mitigate upstream impairments. When a CMTS has pre-equalization enabled, it can look at the quality of the signals being received from all of the cable modems [...]
You got a new customer. That's always a good thing. Then you get that dreaded phone call a day or two later, or maybe it's a week or two later, saying "My Internet just isn't working right." TruVizion's Post-Install report lets you see how things [...]
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 [...]
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 [...]
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 [...]
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 operators [...]
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.