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 [...]

TruVizion's Post-Install Report in Action
By Marsha Hemmerich | August 28th, 2014 |Categories: TruVizion, Videos
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 [...]
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 operators [...]
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 video [...]
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, 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 used [...]