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What Software Should ISPs Distribute and Support?
BroadbandBradley asks: "Many ISPs give their customers a software package to install with their service like a branded browser/email package. Some also include network diagnostics tools, even remote connection VNC packages for technical reps to do remote support. The ISP will then tell customer that they'll only get help if they're using that package. What features are good or bad, and what should or shouldn't be included on the client side? My question to Slashdot readers is, what software and services should ISPs distribute and support?"
alternative browsers, ftp clients, software required for connecting to the ISP servers and that's it...the ISPs should not intrude on the users personal computer other than with software required to use the connection.
internet like monkeys'
I work for an isp that does mainly dsl and dialup service. As far as software goes, we'll support anything, but most people are running Outlook Express and Internet Explorer. 98% of my software calls are these two programs.
:(
There really is no reason we can't support any email program, but people just aren't using them at home.
As far as the VNC idea, great in practice, but how hard is it to configure any web browser or email program over the phone? If something would require VNC, then it's something that you probably shouldn't be tech-ing, refer them to the hardware manufactor. I'm not saying I'm lazy, but my company isn't paying me to fix your virus scan, printer, and hard drive.
Finally what I would like to see is ISP's forcing people to use HARDWARE MODEMS. Nothing is more frustrating then trying to tech a compaq with a crappy HSP modem that doesn't work if you're using more then 50% of your cpu.
I used to work (and still work within the same parent company) for a pretty large ISP in Southern California. I was unfortunate enough to be tasked with making a software CD. I decided to obviously put Windows software on the disks (Netscape, IE, Opera) and a couple newsreaders and email clients. I also threw on their Opera for Linux and a couple other things. The best answer to the question is: include software in which the tech staff is comfortable with. Obviously, if you include Joe's super Browser(TM) then your going to have problems with support. However, most calls are either OS related "Reboot" or email questions because the person doesnt type in their username correctly. On the flip side, you mine as well include as much software as you can get to fill the CD up because most of the time to make many copies it does not cost more depending on the space, just the volume. Hell, if you want you could always include some linux distro. Then support gets really fun.
Gizmo
The ISP will then tell customer that they'll only get help if they're using that package.
I hope this goes without saying, but remember that the software isn't your product - connectivity is. Don't ever try and pull "You don't use our software, so I'm not gonna tell you info about our network so you can connect yourself". This is a very frustrating attitude to come up against.
As for drool-proof software, I have little prefernce, since it'll probably be for some proprietary operating system. But remember that the software should be optional - your product is an IP and reliable packet flow.
ISP's should not distribute any software whatsoever. If they chose to distribute software, or are paid to distribute software they should make it clear whether or not the software is necessary in order to use that ISP. It is OK in some instances such as Cable or DSL to include software only for the purpose of establishing a connection for security reasons.
Prime examples, 1 good and 1 bad.
Let's start with the worst, AOL. AOL requires a large piece of memory eating, slow as crap software to connect to the internet and use their service. Everything is proprietary, slow and crappy. I mean, proprietary is sometimes ok, but not if it's slower than the standard.
SNET internet http://www.snet.net. Their dial up service is exceptional. They give you a cd, but you don't need it. You can use any standard PPP connection software, like the ones built into windows or linux. All the software does it re-configure explorer to say brought to you by snet. If you don't mind it, install it. Their DSL while being fast, amazing, cheap, and everything else is equivalent. It comes with the same non-essential explorer customizing software. And it comes with the little program they use to establish the dsl connection. This is so they can require a name and password and transmit it securely. The software runs under windows. But I've made the dsl work in linux.
The best ISP in the world, college. Plug computer into wall. Auto configure lan connection with dhcp. Open any type of internet software, it works, fast, and reliable. No extra software needed.
Thats how it should be.
The GeekNights podcast is going strong. Listen!
No, seriously. The selling point of any ISP should be the connection itself. Every dollar spent on hiring a programmer to embed the ISP's icon in a custom version of netscape is a dollar that could have been better spent on more hardware, or more competent sysadmins to keep the connection running smoothly.
Feel free to give the user suggestions about what software to use, and point them to where they can obtain those applications, but don't waste resources putting together silly custom software packages that 1) eat up memory and cpu on the users' machines, and 2) half the users don't install anyway.
Yet at the same time, for those of us that know what we are doing, the retarded reps who keep saying to reboot and reconnect or to reset the IP only frusterate people more!
With all the recent and I guess continued issues with security do you really want to install a program that allows somebody from you ISP to connect to your computer remotely? Even if the intentions are good it only takes 1 rogue tech support person to own your entire client list.
and do it right. Personally, I don't think ISPs should be in the business of hand holding beyond having a live connection. I'd rather see them spend their time and resources on the connection.
Since I used to be the lead tech for my current ISP, I'm definately in the same boat. (Its not unusual that I call tech support to check on something for a mutual customer, and have the ISP's tech as me what command he should run on their server!)
The arguement that I've had over and over again with technically minded friends who haven't done phone support (supporting your company's employees is quite different) is that there is a tough mental transition that has to happen when you get a clueful person on the phone after dealing with "how do I set up my computer to call the internet" type calls. Its tough to suddenly go from step-by-step instructions and building the new user's confidence to a call where the customer knows more about the subject than you do. When you add in the customers who know just enough to sound like they have a clue (which is about the same point as knowing enough to get themselves into trouble) it gets even tougher.
What's wrong with having a simple setup program in VB that will configure a dialer for them, setup mailboxes in Outlook, OE, Netscape, and Eudora, and set a bookmark in their browsers for your company's home page? If you've got a half intelligent user you can walk them thru the settings for DNS or WINS changes. There's really no need to bundle VNC unless you're a really big ISP that has alot of users out of your physical area or you service only mentally challenged people.
This question isn't being posed to internet seasoned people. It's ludicrous to think that they were asking what to send to a group of people who work on the net for a living. What they were really asking was 'what can we do to help get non-initiated ppl to the net?'
I end up playing technical support for my family. I don't like it. I don't like explaining what TCP/IP is. I don't like having to set up Internet Explorer to look on the LAN for the net connection instead of trying to dial up. And I really don't like the terminology that Windows uses to get you running. It's silly really.
You know what the ISP should provide? It should provide the information to the computer on how it should be set up. If the CD basically told the computer 'Go to DHCP, set your programs to look on the lan for the internet connection, and then go!' that'd be all most people really cared about.
When @Home went down, AT&T BI set up their DNS so that no matter what address you went to, you ended up at a web page that says "Download and run this file." When you did that, it set up my computer for what the new network was. That was so cool. I didn't have to plug any new data in. That's what the CD should do.
"Derp de derp."
(Off-topic.)
Yes, tech support reps are monkeys. Stories of their blatant monkeyness abound, each more amusing than the last. Ha ha.
But. For just a second here, put yourself in the monkeysuit. You make $8/hr, and your work schedule is such that you're manning the phones every friday and saturday night until 2 AM. You are disrespected nearly every single time you answer the phone, and nearly every time you open a new company memo. This same company forgets you exist until it's time to issue new limits on call handle times or to revise the rules on what you are and aren't allowed to rightfully blame on the network, and the exact phrases you're allowed to use to do so. You go home at night, and bury yourself in o'reilly books and term windows until you figure out that obscure sendmail configuration, sniff your lan packets until you can practically read your email in hex, and study RFCs until your eyes cross, just for the love of the ideas and the technology. Then, the next day, you go back to work...and nothing you did matters. You're still disrespected from both directions. You still have no chance of promotion and, as far as the rest of the world is concerned, no real job skills. You're still a monkey.
Now, parlay that feeling into a willingness to violate company policy (which could well get you terminated, and then it's back to the QuickStop to sling lotto tickets at minimum wage) to support some smartass know-it-all (remember, tone of voice is everything...) who wants you to drag every single detail out of him, and then lies to you about what's happening on his end.
Not easy, is it?
Mod however you want. I'm just sick of the cheap shots. And gimme my damn banana.
You're right, but as a consumer, what's my alternative?
In my house, I have 5 computers, my main computer is a win2K workstation, 2 kids have Macs, I have a linux server, and my wife uses Win2K workstation as well to do work.
They're all nat'd through a linksys firewall/gateway.
And when you call the monkey (as you call him/her), they refuse to help unless you are running their spyware on a Windows box and if you say you have a firewall, that's basically the end of the support.
Now, you KNOW the problem is on their end, and you also KNOW that the 1st level support doesn't know squat about network status. So my strategy is to lie to them to get to 2nd level. But 2nd level guys are nice, they have a clue, but the company won't tell them dick about network status.
meanwhile nobody will fucking help you because they keep telling you to reboot your PC and play with your TCP/IP stack. Never mind that it worked an hour ago, these guys don't want to know it, and they tell you politely, "sorry sir, I can't tell you anymore", and they really mean it!
So as a consumer, what the FUCK do you expect me to do. My asscheeck are spreadwide, I no longer have any dignity, no chance of help from the fucking cable company, the fucking telco is such a fucking monopolist that they refuse to do DSL unless you're fucking jessus christ of nazareth. So you're stuck. And you're paying. And no one can help you. And then you tell me, "pity the 1st line tech, they're doing all they can do".
Maybe, but they're my link to the company, and I have nothing else to try.
Sorry, but that's the state of the world.
If you don't know how to use a computer, take a class, don't call your ISP.