Slashdot Mirror
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?"
"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."
How the heck is an ISP tech support going to use VNC to do remote support if the customer can't connect to the Internet? Unless you're talking about silly little problems like "How do I change my start page?" I don't think VNC is going to help much.
As far as diagnosing problems, both Windows and Linux OSes already have enough utilities built in to diagnose a problem. The only issue is whether or not a user is smart enough to use them. I'm sure any tech support person can testify how long it takes some people just to understand how to do a "Click Start, then Run."
Although it *sounds* great, an ISP installing VNC is not going to be very productive.
The purpose of an ISP (most at least) is to provide you with a functioning internet connection.
If your connection isn't working, VNC is going to do you no good. If your customer can't connect to you, you can't connect to them.
If the connection is good enough to use VNC, the tech support call should be pretty close to over, yes?
Obciously, there are situations where it would be useful (help configuring email clients, etc.), but let us remember that the goal (and most of the support calls) is about connectivity.