Years ago I heard from a postal worker about having to deliver mail to "The third house on the left past the gas station on route 101", and it actually got through!
I also, years ago, mailed off my state income tax. It required my "Mail Station" as opposed to my usual mail address (it turns out that that was really a poorly worded form, and what they really wanted was the regular address). Well, my "Mail Station" was called "Farley Station", so I entered that. Six months later someone from the post office finally figured out what the return address was supposed to be and I got my refund. I never complained about the mail since.
@home was in my blacklist. Three of their mail servers were pounding one of my servers numerous times a second attempting to relay mail through the server. I tried every conventional (old school, so-to-speak; email the postmaster, or sysadm) method of contacting them to no avail. I tried calling and emailing abuse@home.com - nothing. It left me with the impression that the fucking bastards felt they were so big that they didn't give a shit whether they were a responsible member of the Internet community. So I blacklisted the entire domain until the relay attempts trickled down, then stopped, which was for months. Fuck You @Home!
Actually, 4 servers, 2 personal boxes plus assorted sundry equipment to tie it all together.
I'd agree, though, that if the 'net connection goes with the power that I wouldn't be able to do much but invite the neighbors for a lan party.
I picked up a surplus honker of UPS. It cost me $600 to replace the crapped out batteries. Now I can stay up for three days with all my gear running! Woo Hoo!
Huh?, ever tried "View->Mail transport" in the composer?
OK, I didn't see that - I'll try it. KMail's in bad need of more documentation:(
Neither does it support "POP before relay" What exactly is that and why is it useful?
It is a user verification method that requires one to POP the mail server (check for mail) for authentication prior to using the SMTP server.
This must happen in sequence.
Ummm... have you actually tried this? Its possible with much fiddling with filters to get KMail to reply through the appropriate domain, but you cannot arbitrarily send through a specific domain. Neither does it support "POP before relay"
and no, multiple accounts are not the feature he's looking for, so he's in pace and your'e shooting high.
It seems that any client that can already connect to one server could surely connect to more than one. That doesn't sound like a very high aim to me.
Saying that a MUA should send mail to a remote SMTP server is assigning a job to a program not designed to handle the job.
Well, If you're a singular entity in a singular domain. I'm not. I have accounts in multiple domains. Each domain resides in an entirely separate sphere of influence. For profession reasons my email should originate from the appropriate domain. For privacy reasons no-one needs my personal email address.
It would be nice to not have to log in to each domain for email, but use a central client. Besides, if a client can log into one SMTP server, why not two or three or...?
How about a client that simply supports multiple accounts and SMTP servers first?
Of all the clients I've been able to test, some allow you to receive mail from multiple accounts, but none support sending through these accounts. Its always pick one, and only one, SMTP server. What's up with that?
have you ever tried using CSS in Netscape? if you had, i'm shure you wouldn't have posted that...
or are you maybe thinking of some lame feature that nobody uses but Netscape that's not even in the W3C standard?
Indeed I have, which prompted me to make the statement. And, actually, I was thinking of the lame features that nobody uses but IE.
All but one president elected in a zero year (James Monroe [1920]) either died in office, was assassinated, or an attempt was made on his life.
Of the nine presidents elected in zero years, only three survived the office.
All four assassinated presidents were elected in zero years.
This is a zero year presidency folks!
James Monroe (1820) served out his term without incident.
William Harrison (1840), died in office.
Abraham Lincoln (1860), assassinated.
James Garfield (1880), assassinated.
William McKinley (1900), assassinated.
Warren Harding (1920), died in office.
Franklin D Roosevelt (1940), attempted assassination.
John F. Kennedy (1960), assassinated.
Ronald Reagan (1980), attempted assassination.
Excite@Home is aware of the missing and delayed email issue, we have
Been for quite some time and are working on resolving it via upgrades
To the various mail servers affected. Detailed information about the
Various upgrades are not available to subscribers.
You have made repeated requests for internal documentation regarding
Excite@Homes technology and solutions regarding our email servers and
The implementation of repairs. This information is not available to
Subscribers.
Excite@Home is working hard to resolve the delayed and missing email
Issue that you and other subscribers have reported, the upgrades are
Scheduled to be completed during the 4th quarter of 2000 and at that
Time the issues you have brought up should be resolved.
Repeated calls to Excite@home support to demand resolution will not
Resolve this issue, the agents cannot provide a fix, our engineering
Groups are responsible for resolution and are not available to
Subscribers for consultation. They know what the issue is and are
Currently working toward resolving it via various upgrades.
1. Introduction
2. Provisioning and Billing Summary Table
3. Step-by-step: Provisioning and Billing
4. Additional Support Procedures
5. Contact people: How to deploy and launch for-fee 256 kbps
6. Frequently Asked Questions
7. CSR Script
8. Background Information and Product Description
(a) Market Demand
(b) Competitive Analysis
(c) Product Objectives, Positioning, Branding
(d) Pricing
1. INTRODUCTION
Given that the ONadvantage Upstream Enhancement deployment delivers
128
kbps
upstream, this document explains how and what steps MSOs can take to
deploy a
for-fee 256 kbps upstream rate. While the ability to deploy this
for-fee
256
kbps upstream rate has existed for some time now, this toolkit aims to
make
this feature more readily available and easier to deploy quickly. The
following issues are addressed:
* How is the product sold?
* How is the product provisioned and billed?
* What additional methods and procedures are required?
* What are the roles and responsibilities for MSO and Excite@Home
organizations?
* Who does an MSO call to launch this product?
This product is targeted for a small percentage of subscribers -- the
small
segment of customers who are particularly angered by the
implementation of
the
128 kbps upstream rate.
* The methods and procedures outlined here support low volumes.
* Pricing, marketing, and sales programs must encourage low volumes.
* This product is designed to be offered only to those subscribers who
complain
strongly about the 128 kbps upstream policy and seek an alternative.
Pricing Recommendation
Excite@Home recommends that customers be charged a one-time set-up fee
of
$50
and a recurring monthly charge of $30 to provide enhanced upstream.
This
product is designed to be low-volume and is thus priced accordingly.
If a
customer wants to use additional upstream bandwidth, they need to bear
the
costs of receiving this scarce resource.
2. PROVISIONING AND BILLING TABLE SUMMARY
The following table summarizes the sales, provisioning, billing, and
tracking
steps involved in offering 256 kbps as a premium (low-volume) service.
Note
that the table accounts for the two types of billing systems and with
Tier
1
and Tier 2 division of responsibilities.
MSO Customer Care and Billing Infrastructure:
Billing = BOS/Kenan
Tier 1 = Excite@Home or MSO
Tier 2 = Excite@Home
(EXAMPLE InterMedia, Insight)
SALES and PROVISIONING
Step 1
Tier 1 takes call, addresses any performance issues, qualifies caller
for
for-fee 256 kbps
Step 2
Tier 1 creates trouble ticket and passes call to Excite@Home Tier 2
Step 3
Excite@Home Tier 2 does final performance troubleshooting including
running
Net Diag test if necessary, gives final sales pitch, and passes
ticket to
Excite@Home Tier 1
Step 4
Excite@Home Tier 1 provisions 256 kbps upstream rate using SCOPUS
BILLING
Step 5
Excite@Home Tier 1 applies appropriate billing code using SCOPUS and
closes ticket
Tracking
Step 6
MSO tracks provisioning status through trouble ticket
Other Notes
* Before process goes live the MSO agrees upon billing code.
* Reconciliation and reporting agreement between Excite@Home and MSO
required.
MSO Customer Care and Billing Infrastructure:
Billing = MSO Billing
Tier 1 = MSO
Tier 2 = Excite@Home or MSO
(EXAMPLE Cox)
SALES and PROVISIONING
Step 1
Tier 1 takes call
Step 2
Tier 1 creates trouble ticket and passes call to Excite@Home Tier
2/2.5(Tier 2
troubleshoots speed)
Step 3
Excite@Home Tier 2/2.5 does final performance troubleshooting
including
running Net Diag test if necessary, gives final sales pitch, and
passes
ticket to Excite@Home Tier 1
Step 4
Excite@Home Tier 1 provisions 256 kbps upstream rate using SCOPUS and
closes
trouble ticket
BILLING
Step 5
MSO applies appropriate billing code in their MSO billing system
Tracking
Step 6
MSO tracks provisioning through trouble ticket or email receipt
Other Notes
* Excite@Home to bill the MSO for appropriate revenue share.
* Reconciliation and reporting agreement between Excite@Home and MSO
required.
* For MSOs that do not have Remedy, an email will provide status.
3. STEP BY STEP: PROVISIONING AND BILLING
Given that this is a low-volume product, provisioning and billing are
both
manual steps that require Excite@Home and/or MSO representative
involvement.
The following points outline the methods and procedures.
Sales and Provisioning
Step 1 - Tier 1 takes the call.
* The process begins with Tier 1 taking the subscriber's call.
* Caller complains about performance issues.
* Tier 1 applies basic performance troubleshooting procedures. Given
that
the
subscriber has an issue with performance, care must be taken to
isolate
the
issues between upstream, downstream, and simultaneous up and
downstream
speed
issues. The subscriber's system must be checked and if possible,
cured
for
speed issues/problems.
* If the performance issue is resolved, the call ends here.
Step 2 - Tier 1 creates a trouble ticket and passes the call to
Excite@Home
Tier 2.
* If the performance issue remains unresolved, escalate to Tier 2.
* If the subscriber and CSR ascertain that the caller has 128 kbps
ONadvantage
upstream (in fact the caller may be (despite best efforts of MSO and
Excite@Home) learning this for first time) and the caller is angered
by
128
kbps, the for-fee 256 kbps upstream product should be offered.
* CSR asks the subscriber if he/she would be interested in 256 kbps
upstream
and informs him/her of the price.
* If the customer is interested, Tier 1 opens a trouble ticket.
* Tier 1 passes the call to Excite@Home Tier 2/2.5.
* If the trouble ticket shows that performance issue remains
unresolved,
then
Tier II must complete the troubleshooting process.
* Run Net Diag/performance test if appropriate
* Run ping tests if appropriate
Step 3 - Excite@Home Tier 2 revises the trouble ticket and passes
ticket
to
Excite@Home Tier 1.
* If the subscriber wants 256 kbps upstream, then the following
prerequisites
must be checked:
* Confirm that more upstream will help the issue. Performance
troubleshooting
must be completed.
* Run Network Diagnostics tool
* Subscriber must be made aware that 256 kbps upstream cannot be
guaranteed and
that this is a burst capability.
* Review price (one-time set-up fee of $50 and monthly recurring fee
of
$30).
* Review billing (Monthly billing, added to bill).
* Pass ticket to Excite@Home Tier I.
Billing
Step 5 - Apply the appropriate billing code.
5a (BOS/Kenan billing) - Excite@Home Tier 1 applies billing code
* Excite@Home Tier 1 applies appropriate billing code using SCOPUS.
* One-time set-up fee.
* Recurring monthly fee.
* Given that billing does not happen automatically for this
low-volume product,
activation of billing is a manual step.
5b (MSO Billing) - MSO applies billing code
* MSO applies appropriate billing code upon receipt of email (see
Tracking).
* One-time set-up fee.
* Recurring monthly fee.
Tracking
Step 6 - MSO tracks provisioning status
Through trouble ticket (BOS/Kenan billing).
MSO tracks provisioning through the trouble ticketing system (Remedy).
Through email (MSO Billing)
MSO tracks provisioning through email receipt (for those MSOs without
Remedy).
Note that for low-volumes this is manageable. Once the MSO receives
notice
that provisioning is complete via email, then the MSO applies the
appropriate
billing code in the MSO billing system.
4. ADDITIONAL SUPPORT PROCEDURES
Billing
Excite@Home will bill the MSO for the appropriate revenue share if the
MSO
performs billing. Reconciliation and reporting must be agreed upon by
the
MSO
and Excite@Home before implementation.
MSO Billing Reconciliation
* Monthly reports provided by Excite@Home to MSO
* Reports include:
* Newly provisioned subscriber count
* Previously provisioned subscriber count
* Data by region
* Revenue to be split as per the MSO and Excite@Home revenue split
agreement
* Excite@Home bills MSO monthly
BOS/Kenan Billing Reconciliation
* Monthly reports provided by Excite@Home to MSO
* Reports include:
* Newly provisioned subscriber count
* Previously provisioned subscriber count
* Data by region
* Revenue to be split as per the MSO and Excite@Home revenue split
agreement
* Excite@Home pays MSO monthly
Tools
The following resources will be made available to Customer Care:
* Modem check tool: check the current rate of a particular modem's
upstream
rate. (deployed)
* Modem rate-setting tool: Set the modem's rate (128, 256, 512,
unlimited).
(deployed)
* SCOPUS tool.
* Privilege granted to system administrators only.
* Performance and Speed Training document. (released)
* Performance and Speed Troubleshooting 1-page guide. (released)
5. CONTACT PEOPLE: HOW TO DEPLOY AND LAUNCH FOR-FEE 256 kbps
To launch the for-fee 256 kbps option the following people at
Excite@Home
should be contacted:
Troy Strahl Customer Care Overall sorry -
deleted
Jim Broshar Customer Care Tier 2/2.5 sorry -
deleted
Darcy Collet Customer Care Excite@Home Tier 1 sorry -
deleted
Joe Kugler IT-Ops, decide Billing Code sorry -
deleted
Elise Gerich Operations sorry -
deleted
Drew Hamer Billing, Reconciliation, Excite@Home sorry -
deleted
Eric Colsman Product Manager sorry -
deleted
6. FREQUENTLY ASKED QUESTIONS
I. Why does Tier 2 need to be involved, why can't the process reside
with
one
Customer Care group?
The sales process (see CSR Script below) starts with a subscriber
calling
in.
The subscriber either complains about performance issues ('my service
is
slow') or is upset that his/her service has been changed to 128 kbps.
In
either case the sales process begins with a performance issue and
great
care
must be taken to be sure this is addressed accurately and resolved
with
root-cause analysis. Excite@Home's Learning and Development Team has
a
Performance Training Guide to address performance issues.
Furthermore, a
1-page Performance and Speed Troubleshooter guide has been released
and
is on
the partner site under:
Performance issues can be complicated and tricky to diagnose. Tier 1
can
solve many performance problems, but not all. Tier 2 is outfitted
with
the
Network Diagnostic Tool and Performance Test, Ping Test tools, and
additional
training. These must be brought to bear on the problem before 256
kbps
can be
sold as a solution. Otherwise there is a large risk that the product
will
be
sold and without having solved a critical performance issue that will
continue to plague the customer experience regardless of what
upstream is
provided.
Finally, it must be made clear to the subscriber that 256 kbps
upstream
is a
maximum burst capability and cannot be guaranteed.
II. What are the most important aspects of the sales process?
It must be made clear to the customer up front that the 256 kbps is a
maximum
burst capability. Sustained 256 kbps upstream cannot be guaranteed.
It is
also important to understand exactly what the customer requirements
are
because the issue at hand may not be solved with additional upstream
and
may
require a truck role, circuit troubleshooting, computer performance
enhancements, or other solutions instead.
III. Can we offer 256 kbps upstream without a fee?
No. The 256 kbps upstream offering is provisioned manually and thus
Excite@Home and the MSOs incur operational costs in supporting it.
The
product has been designed as a competitive alternative but is not
scaleable
in its current form.
IV. How was 128 kbps decided upon?
128 kbps was chosen to give residential subscribers fast,
multimegabit
downstream while protecting the upstream HFC limited resources. 128
kbps
upstream supports multimegabit downloads and provides significantly
more
bandwidth than dial-up modems (a 56 kbps dial-up modem uploads at ~
30
kbps).
V. What performance issues will 256 kbps solve and which will it not
solve?
* Yes for simultaneous uploading and downloading. For the power user
who
downloads large files while simultaneously uploading files (sending
email,
for example), the 256 kbps upstream rate will provide a significant
performance boost. Asymmetrical links, when burdened with
simultaneous
up
and down traffic, transmit all traffic (in both directions) at the
slower of
the two rates. This is true for all TCP/IP traffic, regardless of
network
technology deployed (DSL, Microwave, HFC).
* No for Gaming. Gaming is unaffected by 128 kbps upstream. The
primary
issue
is latency, and 256 kbps upstream will not address latency.
Additional
network capacity (circuits) will. If a subscriber is pursuing gaming
through
their own server or another privately owned server on the network,
256
kbps
upstream will provide performance improvement. HOWEVER, SERVERS ARE
AGAINST
THE AUP.
* Yes for servers in the living room. HOWEVER, SERVERS ARE AGAINST THE
AUP.
* Yes for large emails. At 128 kbps a 5 MB email (including
attachment)
takes
~ 7 seconds, at 256 kbps is takes ~ 4 (3.5) seconds. Related to this
is
the
simultaneous uploading and downloading issue that is outlined above.
* Yes for sending large files. This will help. However, if a
subscriber is
regularly sending large files, through FTP or similar means, they
should
pursue a solution that is better suited for heavy upstream
(non-residential)
use (an @Work or other commercial product).
7. CSR SCRIPT
I. Why has my service slow?
What kind of degradation are you experiencing? (Email? Speed issues?
Other?)
Apply the performance and speed troubleshooting guide and the skills
learned
in the training manual.
II. Irate customer. Upset that his/her upstream has been set at 128
kbps.
"Why has my service been capped?"
"Why is my service being degraded?"
General Response:
The @Home service is a residential service designed for residential
use,
and
the 128 kbps upstream rate is more than enough for residential use
while
ensuring consistent speed and service across all markets. We're
committed to
giving EVERYONE the fastest experience possible for a reasonable
price.
The @Home Network is designed for residential use, and 128 kbps
upstream
is
more than enough for typical residential use. Applications that are
designed
for residential use are designed for 128 kbps upstream or less. If
you
find
this slow, you're transferring great quantities of data at speeds
several
time faster than a typical dial-up modem and data that is not
typical of
a
residential user. If you need more capacity, you should consider a
product
designed for telecommuting or business purposes. (Or upgrade
customer to
256
or related product if applicable.)
From a newsgroup posting from Milo Medin:
"The issue here is primarily managing the upstream that is shared
amongst
several users in a market. With no limits on upstream, we have a
few
"enthusiastic" users who tend to run servers at home pumping out
pirated
MP3's and a variety of other data, sometimes at megabit rates,
slowing
things down for other users in the network, who then complain how it
used to
be fast, but now is "slow" since more users have joined. If the
upstream is
congested, acknowledgement packets will not get through properly to
the
headend slowing down the downstream as well.
Even though this sort of behavior is generally prohibited by the
service
agreement, it happens all the time. Rate management of 128Kbps
rarely
impacts consumer services, and still supports a multimegabit
download
speed.
Commercial users don't have such rate limits in place, and thus can
burn
more of the upstream capacity which is the most expensive resource
in
the
system to the operator. Commercial users are sometimes provisioned
on
different carriers, or have preferred access to the upstream, with
fewer
users being allocated to those carriers.
As Excite@Home and its cable partners have stated before, we are not
trying
to provide a T1 ISP connection for $40/month. If you buy the
service
with
that expectation, you will be disappointed. We believe the
commercial
access products over the cable infrastructure provide excellent
value,
but
it definitely is more expensive. That's because commercial users
burn
more
network and cable resources than consumers.
Why should the average consumer be forced to pay a higher base rate
(or
suffer much worse performance) so that users who want to basically
buy a
T1
service for less than the cost to provide it can pay a lot less?
That's why you see product tiering, things like ONadvantage. The
goal
is to
deliver an excellent consumer service for the base $40/month price,
and
a
great commercial service at a higher price..
DSL has to deal with some of the same issues, though its limits come
from
other reasons. If we only had more spectrum available in the
upstream,
the
cost to provide the upstream would be lower."
- Milo Medin
Additional detailed points:
Residential Internet traffic is asymmetrical, that is most of the
traffic
is
downstream and very little of it is upstream. 128 kbps provides plenty
of
upstream.
At 128 kbps upstream, you are receiving 4 times the upstream of a 56
kbps
dial-up modem (delivers ~ 30 kbps upstream). You're getting
substantially
more
than your dialup modem, and the downstream is rated at multimegabit
speeds, up
to 100 times faster than a 28 kbps dial-up modem.
III. "I'm going to cancel the MSO @Home Service"
We hate to see anyone leave our service. There are some actions we
want
to
take before you decide to leave.
* Be sure performance and speed troubleshooting is done.
* Be sure 256 kbps upstream solves the problem at hand.
* Offer 256 kbps: "We can offer you 256 kbps upstream. You do need to
know,
however, that this is a premium feature and you will be charged a
one-time
set-up fee and billed $_____ per month. Also, the 256 kbps is a
maximum
burst capability, you may experience lower upstream rates at certain
times.
This is not a guaranteed, sustained upstream rate.
IV. Continued irate customer.
It's important to note that the service is designed for residential
use,
and
that large upstream transfers are a sign that you may be using the
product
in
a manner that violates the Acceptable Use Policy (AUP). What are you
sending
over the upstream?
* Read the AUP if there are any doubts as to what is and is not
acceptable.
* 'Rules of the Road' on the @Home service under the Member Services
Tab
"What's New" clearly states the 128 kbps upstream rate.
* Note that servers of any kind are NOT allowed.
* Note that transferring copyrighted material without permission is
illegal
and not allowed.
V. "I bought an `unlimited' service. This doesn't sound like the
`unlimited'
service I signed up for. What happened?"
The service is unlimited. The @Home Network is committed to providing
the
highest level of network performance for the majority of our
subscribers.
We
constantly improve the service to ensure the fastest possible
experience.
The
upstream enhancement is a positive step because it means that the
majority of
our subscribers can enjoy fast, consistent service. ONadvantage
Upstream
Enhancement ensures that everyone has upstream and downstream rates
required
for the fastest possible residential use.
VI. "I haven't heard anything about this upstream rate change."
An ONadvantage email was sent out well before the ONadvantage
Upstream
Enhancement was deployed. In addition, a broadcast banner with a
click-through letter was posted on the @Home homepage. Both pointed
to
websites that further explained ONadvantage. We've made every
reasonable
attempt to inform customers.
VII. "This is unacceptable. I am going to let the media know, organize
a
protest group, and sue."
As per the Acceptable Use Policy we reserve the right to make changes
to
the
network as needed to ensure that everyone has the fastest possible
residential experience. This is not a new policy. The AUP has been in
place
for quite some time. You should read the Acceptable Use Policy for
more
information: http://www/V3/tabhelp/houseruls/aup/index.htm.
8. BACKGROUND INFORMATION AND PRODUCT DESCRIPTION
Summary
Starting Q4 1998 Excite@Home began deploying 128 kbps upstream rate
management
in all markets as part of the ONadvantage initiative to ensure a more
consistent product offering to a rapidly growing customer base. Prior
to
the
deployment of upstream rate management, markets had not actively
managed
upstream rates and were therefore limited only by the `natural' limits
of
the
modem and related equipment.
For those customers who wish to pay for a service with upstream rates
higher
than 128 kbps, who for whatever reason will not migrate to an @Work or
a
related product, and who threaten to cancel their @Home subscription
because
of these factors, Excite@Home proposes the following product - A 256
kbps
upstream product for an additional fee.
The product is designed to be priced high and targeted to a small
percentage
of subscribers (the small segment of customers particularly angered by
the
new
128 kbps rate). This low-volume product is not suitable for
high-volume
or
significant revenue-generating purposes.
Market Demand
Market demand is expected to be small, less than 0.01% (at most 1 of
every
10,000 customers) of the @Home subscriber base is expected to buy this
product.
This product is offered to appease customers who want more than 128
kbps
upstream and are willing to pay for it. The product is designed be
offered
under the following stipulations:
a) Offered to existing subscribers only, not to new subscribers.
b) Offered only to customers who complain.
c) Offered only to subscribers who for whatever reason cannot or will
not
buy
an @Work or equivalent service.
d) Offered only as a last resort in a customer retention situation.
The spirit of this product is to offer an alternative to the
subscriber
who
feels they must leave the service given the change in upstream rates.
This
type of customer would be an early adopter who places value on an
unlimited
upstream rate or upstream rates greater than 128 kbps. The target
subscriber
would probably be an early @Home subscriber who is technically savvy
and
wishes to have unlimited access to the internet not only for everyday
surfing
but to quickly post pictures, upload large files, or send large
emails.
This
customer pushes the boundaries of the definition of residential use,
and
is
probably active in voicing any discontent whatsoever about the
Internet,
Internet Service Providers, changes in service, and any shortcoming
he/she
may
find. While 128 kbps upstream is more than enough upstream to address
all
known residential applications, the 256 product is being made
available to
provide the MSO partner with an alternative offering to the customer
in
the
situation stipulated above.
The sole marketing method will be pull marketing through customer
operations.
If a subscriber specifically asks for the product or expresses extreme
dissatisfaction at the current upstream rates and threatens to
disconnect,
then customer care may offer this product as an alternative.
This product will not be advertised or marketed to the customer base.
The vast majority (over 99%) of @Home customers will not want or ask
for
this
product for the following reasons:
* Customers do not want to be bothered by network management details
including
the definition and policies of up and downstream rates, burst
characteristics, and abuse.
* Customers expect Excite@Home to manage network details for them and
in
their
best interests.
* Customers want speed, and this is delivered primarily by providing
multimegabit downstream performance. Upstream at 128 kbps ensures
that
this
fast experience remains as the customer base grows.
* Customers have no need for large upstream bandwidth -- there are no
known
residential applications that demand more than 128 kbps upstream
bandwidth.
Competitive Analysis
Tiered services exist in some marketplaces as of this writing. Most
U.S.
markets have only one broadband option. A few US markets have several
broadband alternatives including xDSL. There are instances of tiering
including price, upstream, downstream, and bit caps in several U.S.
markets.
Canadian markets tend to have more offerings in each market. This
includes
offerings with different instances of mixes of upstream and downstream
rates
at different price points.
Excite@Home remains committed to delivering the fastest Internet
experience to
the home at the most economical price point and unlimited downstream
burst
capability. Note that the deployment of upstream rate management is
having
a
positive effect because it ensures consistent speed and service levels
across
the growing subscriber base. By capping upstream rates, the service
cannot
be
`hi-jacked' by high-bandwidth abusers. The 128 kbps upstream rate
addresses
the limited HFC resource issue by making the service unattractive for
non-residential users while keeping the upstream rate orders of
magnitude
faster than dial-up services for residential users.
Product Objectives, Positioning, Branding
The 256 kbps upstream rate product is designed to offer an alternative
(as
opposed to the `cancellation of service' or `@Work or equivalent
product'
alternatives) to the subscriber who insists that 128 kbps upstream
rate
management is not adequate for his/her needs. See section 2.1.
The product will be positioned as a feature or a new service level. It
will be
sold on an incremental cost basis (a tiered service would be sold as
a
complete product). The marketing message to the existing customer who
threatens to cancel his/her service is that if you need upstream rates
that
burst beyond 128 kbps upstream, there is a 256 kbps alternative. Note
that
the
term 'burst' is important. @Home can guarantee upstream bursts up to
256
kbps,
but cannot guarantee that this will happen at any given time or for
sustained
periods of time. This feature will be sold separately and will not be
bundled
at this time with other offerings. It will not be branded per se. It
is to
be
used as a last resort in retaining subscribers who might otherwise
cancel
their subscription. See section 2.1.
Pricing
This feature will be separately priced on a per-month additional fee
basis.
There will be a one-time non-refundable order/installation charge of
$50.
There is no termination fee. The recommended monthly recurring fee is
$30
per
month.
You should have lived in Huntsville, Al in the hey-days of NASA. Surplus rocket boosters in the back yard was not an uncommon sight. Even as late as the late '80s (the last I lived there) a neighbor across the street had an old beat-up rocket engine laying beside his house.
Ok, I know there isn't a snowball's chance that anyone will see this. There are already too many posts. However, this is my response to Digitial Convergence:
----
I'm normally a pretty rational guy. I don't get very upset about much of anything. BUT. Get your heads out of your stinking asses you nitwits! Get a grip on reality. Find out who the real enemy is (in your case Pogo has you pegged).
Don't fight the largest grassroots movement this planet has ever seen. Don't be deceived by preliminary injunctions. This movement is too big. All who get in its way will be ultimately crushed.
Believe it people. I'm not some pimple faced kiddie. I've been watching this movement from a distance for a time now. From a distance because I'm too old to become a part of it. But I am not too old to know when major changes in cultural direction are taking place.
This one's big, folks. Either make these new forces your allies, or die a bloody death (business-wise, I'm not an idiot).
----
Slashdot Mirror
This site has been around a long, long time, in a galaxy far, far... oops, sorry.
But really, any Star Wars fan worth his/her salt already knows about this site.
Years ago I heard from a postal worker about having to deliver mail to "The third house on the left past the gas station on route 101", and it actually got through!
I also, years ago, mailed off my state income tax. It required my "Mail Station" as opposed to my usual mail address (it turns out that that was really a poorly worded form, and what they really wanted was the regular address). Well, my "Mail Station" was called "Farley Station", so I entered that. Six months later someone from the post office finally figured out what the return address was supposed to be and I got my refund. I never complained about the mail since.
I asked, does Pillsbury enter your mind at all when you hear bake off? They all answered no.
Indeed, I asked my wife. She thought for a moment and answered "Betty Crocker" and was quite sure of it.
It is obvious that Pillsbury has not done enough already to keep their "trade mark" from disassociation and dilution, and they want to start now?
<cliche>
Too little too late.
Closing the barn door behind the horse.
</cliche>
Are a couple of things that come to mind.
@home was in my blacklist. Three of their mail servers were pounding one of my servers numerous times a second attempting to relay mail through the server. I tried every conventional (old school, so-to-speak; email the postmaster, or sysadm) method of contacting them to no avail. I tried calling and emailing abuse@home.com - nothing. It left me with the impression that the fucking bastards felt they were so big that they didn't give a shit whether they were a responsible member of the Internet community. So I blacklisted the entire domain until the relay attempts trickled down, then stopped, which was for months. Fuck You @Home!
Actually, 4 servers, 2 personal boxes plus assorted sundry equipment to tie it all together.
I'd agree, though, that if the 'net connection goes with the power that I wouldn't be able to do much but invite the neighbors for a lan party.
A beta version of AOL for Linux is already out there floating around. Gakkk!
I picked up a surplus honker of UPS. It cost me $600 to replace the crapped out batteries. Now I can stay up for three days with all my gear running! Woo Hoo!
Huh?, ever tried "View->Mail transport" in the composer?
:(
OK, I didn't see that - I'll try it. KMail's in bad need of more documentation
Neither does it support "POP before relay"
What exactly is that and why is it useful?
It is a user verification method that requires one to POP the mail server (check for mail) for authentication prior to using the SMTP server.
This must happen in sequence.
Already available in KMail
Ummm... have you actually tried this? Its possible with much fiddling with filters to get KMail to reply through the appropriate domain, but you cannot arbitrarily send through a specific domain. Neither does it support "POP before relay"
and no, multiple accounts are not the feature he's looking for, so he's in pace and your'e shooting high.
It seems that any client that can already connect to one server could surely connect to more than one. That doesn't sound like a very high aim to me.
Saying that a MUA should send mail to a remote SMTP server is assigning a job to a program not designed to handle the job.
...?
Well, If you're a singular entity in a singular domain. I'm not. I have accounts in multiple domains. Each domain resides in an entirely separate sphere of influence. For profession reasons my email should originate from the appropriate domain. For privacy reasons no-one needs my personal email address.
It would be nice to not have to log in to each domain for email, but use a central client. Besides, if a client can log into one SMTP server, why not two or three or
Surely I'm not the only one with this problem.
E-Mail Clients That Support X.509 Digital IDs
How about a client that simply supports multiple accounts and SMTP servers first?
Of all the clients I've been able to test, some allow you to receive mail from multiple accounts, but none support sending through these accounts. Its always pick one, and only one, SMTP server. What's up with that?
Thanks for the link! My quote was from memory. Nice to see someone documenting these "engrishisms!"
Classic excerpt from a 1968 Honda motorcycle operation manual:
"Beware the oil spot, for there in lie the skid demon."
In a funny way it really makes the point.
This idea has been around for a long time.
Particularly, Sensorium highlighted this back in '96: NetSound
...a President with the qualifications of a head of lettuce is still closure...
As is a President with the qualifications of a block of wood.
Oh, well. You have your opinion, I have real-world cross-platform design experience. To each his own.
have you ever tried using CSS in Netscape? if you had, i'm shure you wouldn't have posted that...
or are you maybe thinking of some lame feature that nobody uses but Netscape that's not even in the W3C standard?
Indeed I have, which prompted me to make the statement. And, actually, I was thinking of the lame features that nobody uses but IE.
IE 5.5 still can't get CSS right. Netscape 4.75 (and 6.0) does it better.
for our choice. Consider these facts:
All but one president elected in a zero year (James Monroe [1920]) either died in office, was assassinated, or an attempt was made on his life.
Of the nine presidents elected in zero years, only three survived the office.
All four assassinated presidents were elected in zero years.
This is a zero year presidency folks!
James Monroe (1820) served out his term without incident.
William Harrison (1840), died in office.
Abraham Lincoln (1860), assassinated.
James Garfield (1880), assassinated.
William McKinley (1900), assassinated.
Warren Harding (1920), died in office.
Franklin D Roosevelt (1940), attempted assassination.
John F. Kennedy (1960), assassinated.
Ronald Reagan (1980), attempted assassination.
I did a quick scan and didn't see this posted yet, so forgive me if I'm wrong and this is redundant.
- --------------
- --------------
(text as found on a public web server)
-----------------------------------------------
Excite@Home is aware of the missing and delayed email issue, we have
Been for quite some time and are working on resolving it via upgrades
To the various mail servers affected. Detailed information about the
Various upgrades are not available to subscribers.
You have made repeated requests for internal documentation regarding
Excite@Homes technology and solutions regarding our email servers and
The implementation of repairs. This information is not available to
Subscribers.
Excite@Home is working hard to resolve the delayed and missing email
Issue that you and other subscribers have reported, the upgrades are
Scheduled to be completed during the 4th quarter of 2000 and at that
Time the issues you have brought up should be resolved.
Repeated calls to Excite@home support to demand resolution will not
Resolve this issue, the agents cannot provide a fix, our engineering
Groups are responsible for resolution and are not available to
Subscribers for consultation. They know what the issue is and are
Currently working toward resolving it via various upgrades.
Another message:
(text as found on a public web server)
-----------------------------------------------
Excite@Home
256 kbps Upstream Toolkit
Step-by-step instructions on implementing for-fee 256 kbps Upstream
Rates
Eric Colsman
v. 1.0
Toolkit Table of Contents
1. Introduction
2. Provisioning and Billing Summary Table
3. Step-by-step: Provisioning and Billing
4. Additional Support Procedures
5. Contact people: How to deploy and launch for-fee 256 kbps
6. Frequently Asked Questions
7. CSR Script
8. Background Information and Product Description
(a) Market Demand
(b) Competitive Analysis
(c) Product Objectives, Positioning, Branding
(d) Pricing
1. INTRODUCTION
Given that the ONadvantage Upstream Enhancement deployment delivers
128
kbps
upstream, this document explains how and what steps MSOs can take to
deploy a
for-fee 256 kbps upstream rate. While the ability to deploy this
for-fee
256
kbps upstream rate has existed for some time now, this toolkit aims to
make
this feature more readily available and easier to deploy quickly. The
following issues are addressed:
* How is the product sold?
* How is the product provisioned and billed?
* What additional methods and procedures are required?
* What are the roles and responsibilities for MSO and Excite@Home
organizations?
* Who does an MSO call to launch this product?
This product is targeted for a small percentage of subscribers -- the
small
segment of customers who are particularly angered by the
implementation of
the
128 kbps upstream rate.
* The methods and procedures outlined here support low volumes.
* Pricing, marketing, and sales programs must encourage low volumes.
* This product is designed to be offered only to those subscribers who
complain
strongly about the 128 kbps upstream policy and seek an alternative.
Pricing Recommendation
Excite@Home recommends that customers be charged a one-time set-up fee
of
$50
and a recurring monthly charge of $30 to provide enhanced upstream.
This
product is designed to be low-volume and is thus priced accordingly.
If a
customer wants to use additional upstream bandwidth, they need to bear
the
costs of receiving this scarce resource.
2. PROVISIONING AND BILLING TABLE SUMMARY
The following table summarizes the sales, provisioning, billing, and
tracking
steps involved in offering 256 kbps as a premium (low-volume) service.
Note
that the table accounts for the two types of billing systems and with
Tier
1
and Tier 2 division of responsibilities.
MSO Customer Care and Billing Infrastructure:
Billing = BOS/Kenan
Tier 1 = Excite@Home or MSO
Tier 2 = Excite@Home
(EXAMPLE InterMedia, Insight)
SALES and PROVISIONING
Step 1
Tier 1 takes call, addresses any performance issues, qualifies caller
for
for-fee 256 kbps
Step 2
Tier 1 creates trouble ticket and passes call to Excite@Home Tier 2
Step 3
Excite@Home Tier 2 does final performance troubleshooting including
running
Net Diag test if necessary, gives final sales pitch, and passes
ticket to
Excite@Home Tier 1
Step 4
Excite@Home Tier 1 provisions 256 kbps upstream rate using SCOPUS
BILLING
Step 5
Excite@Home Tier 1 applies appropriate billing code using SCOPUS and
closes ticket
Tracking
Step 6
MSO tracks provisioning status through trouble ticket
Other Notes
* Before process goes live the MSO agrees upon billing code.
* Reconciliation and reporting agreement between Excite@Home and MSO
required.
MSO Customer Care and Billing Infrastructure:
Billing = MSO Billing
Tier 1 = MSO
Tier 2 = Excite@Home or MSO
(EXAMPLE Cox)
SALES and PROVISIONING
Step 1
Tier 1 takes call
Step 2
Tier 1 creates trouble ticket and passes call to Excite@Home Tier
2/2.5(Tier 2
troubleshoots speed)
Step 3
Excite@Home Tier 2/2.5 does final performance troubleshooting
including
running Net Diag test if necessary, gives final sales pitch, and
passes
ticket to Excite@Home Tier 1
Step 4
Excite@Home Tier 1 provisions 256 kbps upstream rate using SCOPUS and
closes
trouble ticket
BILLING
Step 5
MSO applies appropriate billing code in their MSO billing system
Tracking
Step 6
MSO tracks provisioning through trouble ticket or email receipt
Other Notes
* Excite@Home to bill the MSO for appropriate revenue share.
* Reconciliation and reporting agreement between Excite@Home and MSO
required.
* For MSOs that do not have Remedy, an email will provide status.
3. STEP BY STEP: PROVISIONING AND BILLING
Given that this is a low-volume product, provisioning and billing are
both
manual steps that require Excite@Home and/or MSO representative
involvement.
The following points outline the methods and procedures.
Sales and Provisioning
Step 1 - Tier 1 takes the call.
* The process begins with Tier 1 taking the subscriber's call.
* Caller complains about performance issues.
* Tier 1 applies basic performance troubleshooting procedures. Given
that
the
subscriber has an issue with performance, care must be taken to
isolate
the
issues between upstream, downstream, and simultaneous up and
downstream
speed
issues. The subscriber's system must be checked and if possible,
cured
for
speed issues/problems.
* If the performance issue is resolved, the call ends here.
Step 2 - Tier 1 creates a trouble ticket and passes the call to
Excite@Home
Tier 2.
* If the performance issue remains unresolved, escalate to Tier 2.
* If the subscriber and CSR ascertain that the caller has 128 kbps
ONadvantage
upstream (in fact the caller may be (despite best efforts of MSO and
Excite@Home) learning this for first time) and the caller is angered
by
128
kbps, the for-fee 256 kbps upstream product should be offered.
* CSR asks the subscriber if he/she would be interested in 256 kbps
upstream
and informs him/her of the price.
* If the customer is interested, Tier 1 opens a trouble ticket.
* Tier 1 passes the call to Excite@Home Tier 2/2.5.
* If the trouble ticket shows that performance issue remains
unresolved,
then
Tier II must complete the troubleshooting process.
* Run Net Diag/performance test if appropriate
* Run ping tests if appropriate
Step 3 - Excite@Home Tier 2 revises the trouble ticket and passes
ticket
to
Excite@Home Tier 1.
* If the subscriber wants 256 kbps upstream, then the following
prerequisites
must be checked:
* Confirm that more upstream will help the issue. Performance
troubleshooting
must be completed.
* Run Network Diagnostics tool
* Subscriber must be made aware that 256 kbps upstream cannot be
guaranteed and
that this is a burst capability.
* Review price (one-time set-up fee of $50 and monthly recurring fee
of
$30).
* Review billing (Monthly billing, added to bill).
* Pass ticket to Excite@Home Tier I.
Step 4 - Excite@Home Tier 1 provisions.
* Excite@Home Tier 1 provisions 256 kbps upstream rate using SCOPUS.
* Updates trouble ticket.
Billing
Step 5 - Apply the appropriate billing code.
5a (BOS/Kenan billing) - Excite@Home Tier 1 applies billing code
* Excite@Home Tier 1 applies appropriate billing code using SCOPUS.
* One-time set-up fee.
* Recurring monthly fee.
* Given that billing does not happen automatically for this
low-volume product,
activation of billing is a manual step.
5b (MSO Billing) - MSO applies billing code
* MSO applies appropriate billing code upon receipt of email (see
Tracking).
* One-time set-up fee.
* Recurring monthly fee.
Tracking
Step 6 - MSO tracks provisioning status
Through trouble ticket (BOS/Kenan billing).
MSO tracks provisioning through the trouble ticketing system (Remedy).
Through email (MSO Billing)
MSO tracks provisioning through email receipt (for those MSOs without
Remedy).
Note that for low-volumes this is manageable. Once the MSO receives
notice
that provisioning is complete via email, then the MSO applies the
appropriate
billing code in the MSO billing system.
4. ADDITIONAL SUPPORT PROCEDURES
Billing
Excite@Home will bill the MSO for the appropriate revenue share if the
MSO
performs billing. Reconciliation and reporting must be agreed upon by
the
MSO
and Excite@Home before implementation.
MSO Billing Reconciliation
* Monthly reports provided by Excite@Home to MSO
* Reports include:
* Newly provisioned subscriber count
* Previously provisioned subscriber count
* Data by region
* Revenue to be split as per the MSO and Excite@Home revenue split
agreement
* Excite@Home bills MSO monthly
BOS/Kenan Billing Reconciliation
* Monthly reports provided by Excite@Home to MSO
* Reports include:
* Newly provisioned subscriber count
* Previously provisioned subscriber count
* Data by region
* Revenue to be split as per the MSO and Excite@Home revenue split
agreement
* Excite@Home pays MSO monthly
Tools
The following resources will be made available to Customer Care:
* Modem check tool: check the current rate of a particular modem's
upstream
rate. (deployed)
* Modem rate-setting tool: Set the modem's rate (128, 256, 512,
unlimited).
(deployed)
* SCOPUS tool.
* Privilege granted to system administrators only.
* Performance and Speed Training document. (released)
* Performance and Speed Troubleshooting 1-page guide. (released)
5. CONTACT PEOPLE: HOW TO DEPLOY AND LAUNCH FOR-FEE 256 kbps
To launch the for-fee 256 kbps option the following people at
Excite@Home
should be contacted:
Troy Strahl Customer Care Overall sorry -
deleted
Jim Broshar Customer Care Tier 2/2.5 sorry -
deleted
Darcy Collet Customer Care Excite@Home Tier 1 sorry -
deleted
Joe Kugler IT-Ops, decide Billing Code sorry -
deleted
Elise Gerich Operations sorry -
deleted
Drew Hamer Billing, Reconciliation, Excite@Home sorry -
deleted
Eric Colsman Product Manager sorry -
deleted
6. FREQUENTLY ASKED QUESTIONS
I. Why does Tier 2 need to be involved, why can't the process reside
with
one
Customer Care group?
The sales process (see CSR Script below) starts with a subscriber
calling
in.
The subscriber either complains about performance issues ('my service
is
slow') or is upset that his/her service has been changed to 128 kbps.
In
either case the sales process begins with a performance issue and
great
care
must be taken to be sure this is addressed accurately and resolved
with
root-cause analysis. Excite@Home's Learning and Development Team has
a
Performance Training Guide to address performance issues.
Furthermore, a
1-page Performance and Speed Troubleshooter guide has been released
and
is on
the partner site under:
Performance issues can be complicated and tricky to diagnose. Tier 1
can
solve many performance problems, but not all. Tier 2 is outfitted
with
the
Network Diagnostic Tool and Performance Test, Ping Test tools, and
additional
training. These must be brought to bear on the problem before 256
kbps
can be
sold as a solution. Otherwise there is a large risk that the product
will
be
sold and without having solved a critical performance issue that will
continue to plague the customer experience regardless of what
upstream is
provided.
Finally, it must be made clear to the subscriber that 256 kbps
upstream
is a
maximum burst capability and cannot be guaranteed.
II. What are the most important aspects of the sales process?
It must be made clear to the customer up front that the 256 kbps is a
maximum
burst capability. Sustained 256 kbps upstream cannot be guaranteed.
It is
also important to understand exactly what the customer requirements
are
because the issue at hand may not be solved with additional upstream
and
may
require a truck role, circuit troubleshooting, computer performance
enhancements, or other solutions instead.
III. Can we offer 256 kbps upstream without a fee?
No. The 256 kbps upstream offering is provisioned manually and thus
Excite@Home and the MSOs incur operational costs in supporting it.
The
product has been designed as a competitive alternative but is not
scaleable
in its current form.
IV. How was 128 kbps decided upon?
128 kbps was chosen to give residential subscribers fast,
multimegabit
downstream while protecting the upstream HFC limited resources. 128
kbps
upstream supports multimegabit downloads and provides significantly
more
bandwidth than dial-up modems (a 56 kbps dial-up modem uploads at ~
30
kbps).
V. What performance issues will 256 kbps solve and which will it not
solve?
* Yes for simultaneous uploading and downloading. For the power user
who
downloads large files while simultaneously uploading files (sending
email,
for example), the 256 kbps upstream rate will provide a significant
performance boost. Asymmetrical links, when burdened with
simultaneous
up
and down traffic, transmit all traffic (in both directions) at the
slower of
the two rates. This is true for all TCP/IP traffic, regardless of
network
technology deployed (DSL, Microwave, HFC).
* No for Gaming. Gaming is unaffected by 128 kbps upstream. The
primary
issue
is latency, and 256 kbps upstream will not address latency.
Additional
network capacity (circuits) will. If a subscriber is pursuing gaming
through
their own server or another privately owned server on the network,
256
kbps
upstream will provide performance improvement. HOWEVER, SERVERS ARE
AGAINST
THE AUP.
* Yes for servers in the living room. HOWEVER, SERVERS ARE AGAINST THE
AUP.
* Yes for large emails. At 128 kbps a 5 MB email (including
attachment)
takes
~ 7 seconds, at 256 kbps is takes ~ 4 (3.5) seconds. Related to this
is
the
simultaneous uploading and downloading issue that is outlined above.
* Yes for sending large files. This will help. However, if a
subscriber is
regularly sending large files, through FTP or similar means, they
should
pursue a solution that is better suited for heavy upstream
(non-residential)
use (an @Work or other commercial product).
7. CSR SCRIPT
I. Why has my service slow?
What kind of degradation are you experiencing? (Email? Speed issues?
Other?)
Apply the performance and speed troubleshooting guide and the skills
learned
in the training manual.
II. Irate customer. Upset that his/her upstream has been set at 128
kbps.
"Why has my service been capped?"
"Why is my service being degraded?"
General Response:
The @Home service is a residential service designed for residential
use,
and
the 128 kbps upstream rate is more than enough for residential use
while
ensuring consistent speed and service across all markets. We're
committed to
giving EVERYONE the fastest experience possible for a reasonable
price.
The @Home Network is designed for residential use, and 128 kbps
upstream
is
more than enough for typical residential use. Applications that are
designed
for residential use are designed for 128 kbps upstream or less. If
you
find
this slow, you're transferring great quantities of data at speeds
several
time faster than a typical dial-up modem and data that is not
typical of
a
residential user. If you need more capacity, you should consider a
product
designed for telecommuting or business purposes. (Or upgrade
customer to
256
or related product if applicable.)
From a newsgroup posting from Milo Medin:
"The issue here is primarily managing the upstream that is shared
amongst
several users in a market. With no limits on upstream, we have a
few
"enthusiastic" users who tend to run servers at home pumping out
pirated
MP3's and a variety of other data, sometimes at megabit rates,
slowing
things down for other users in the network, who then complain how it
used to
be fast, but now is "slow" since more users have joined. If the
upstream is
congested, acknowledgement packets will not get through properly to
the
headend slowing down the downstream as well.
Even though this sort of behavior is generally prohibited by the
service
agreement, it happens all the time. Rate management of 128Kbps
rarely
impacts consumer services, and still supports a multimegabit
download
speed.
Commercial users don't have such rate limits in place, and thus can
burn
more of the upstream capacity which is the most expensive resource
in
the
system to the operator. Commercial users are sometimes provisioned
on
different carriers, or have preferred access to the upstream, with
fewer
users being allocated to those carriers.
As Excite@Home and its cable partners have stated before, we are not
trying
to provide a T1 ISP connection for $40/month. If you buy the
service
with
that expectation, you will be disappointed. We believe the
commercial
access products over the cable infrastructure provide excellent
value,
but
it definitely is more expensive. That's because commercial users
burn
more
network and cable resources than consumers.
Why should the average consumer be forced to pay a higher base rate
(or
suffer much worse performance) so that users who want to basically
buy a
T1
service for less than the cost to provide it can pay a lot less?
That's why you see product tiering, things like ONadvantage. The
goal
is to
deliver an excellent consumer service for the base $40/month price,
and
a
great commercial service at a higher price..
DSL has to deal with some of the same issues, though its limits come
from
other reasons. If we only had more spectrum available in the
upstream,
the
cost to provide the upstream would be lower."
- Milo Medin
Additional detailed points:
Residential Internet traffic is asymmetrical, that is most of the
traffic
is
downstream and very little of it is upstream. 128 kbps provides plenty
of
upstream.
At 128 kbps upstream, you are receiving 4 times the upstream of a 56
kbps
dial-up modem (delivers ~ 30 kbps upstream). You're getting
substantially
more
than your dialup modem, and the downstream is rated at multimegabit
speeds, up
to 100 times faster than a 28 kbps dial-up modem.
III. "I'm going to cancel the MSO @Home Service"
We hate to see anyone leave our service. There are some actions we
want
to
take before you decide to leave.
* Be sure performance and speed troubleshooting is done.
* Be sure 256 kbps upstream solves the problem at hand.
* Offer 256 kbps: "We can offer you 256 kbps upstream. You do need to
know,
however, that this is a premium feature and you will be charged a
one-time
set-up fee and billed $_____ per month. Also, the 256 kbps is a
maximum
burst capability, you may experience lower upstream rates at certain
times.
This is not a guaranteed, sustained upstream rate.
IV. Continued irate customer.
It's important to note that the service is designed for residential
use,
and
that large upstream transfers are a sign that you may be using the
product
in
a manner that violates the Acceptable Use Policy (AUP). What are you
sending
over the upstream?
* Read the AUP if there are any doubts as to what is and is not
acceptable.
* 'Rules of the Road' on the @Home service under the Member Services
Tab
"What's New" clearly states the 128 kbps upstream rate.
* Note that servers of any kind are NOT allowed.
* Note that transferring copyrighted material without permission is
illegal
and not allowed.
V. "I bought an `unlimited' service. This doesn't sound like the
`unlimited'
service I signed up for. What happened?"
The service is unlimited. The @Home Network is committed to providing
the
highest level of network performance for the majority of our
subscribers.
We
constantly improve the service to ensure the fastest possible
experience.
The
upstream enhancement is a positive step because it means that the
majority of
our subscribers can enjoy fast, consistent service. ONadvantage
Upstream
Enhancement ensures that everyone has upstream and downstream rates
required
for the fastest possible residential use.
VI. "I haven't heard anything about this upstream rate change."
An ONadvantage email was sent out well before the ONadvantage
Upstream
Enhancement was deployed. In addition, a broadcast banner with a
click-through letter was posted on the @Home homepage. Both pointed
to
websites that further explained ONadvantage. We've made every
reasonable
attempt to inform customers.
VII. "This is unacceptable. I am going to let the media know, organize
a
protest group, and sue."
As per the Acceptable Use Policy we reserve the right to make changes
to
the
network as needed to ensure that everyone has the fastest possible
residential experience. This is not a new policy. The AUP has been in
place
for quite some time. You should read the Acceptable Use Policy for
more
information: http://www/V3/tabhelp/houseruls/aup/index.htm.
8. BACKGROUND INFORMATION AND PRODUCT DESCRIPTION
Summary
Starting Q4 1998 Excite@Home began deploying 128 kbps upstream rate
management
in all markets as part of the ONadvantage initiative to ensure a more
consistent product offering to a rapidly growing customer base. Prior
to
the
deployment of upstream rate management, markets had not actively
managed
upstream rates and were therefore limited only by the `natural' limits
of
the
modem and related equipment.
For those customers who wish to pay for a service with upstream rates
higher
than 128 kbps, who for whatever reason will not migrate to an @Work or
a
related product, and who threaten to cancel their @Home subscription
because
of these factors, Excite@Home proposes the following product - A 256
kbps
upstream product for an additional fee.
The product is designed to be priced high and targeted to a small
percentage
of subscribers (the small segment of customers particularly angered by
the
new
128 kbps rate). This low-volume product is not suitable for
high-volume
or
significant revenue-generating purposes.
Market Demand
Market demand is expected to be small, less than 0.01% (at most 1 of
every
10,000 customers) of the @Home subscriber base is expected to buy this
product.
This product is offered to appease customers who want more than 128
kbps
upstream and are willing to pay for it. The product is designed be
offered
under the following stipulations:
a) Offered to existing subscribers only, not to new subscribers.
b) Offered only to customers who complain.
c) Offered only to subscribers who for whatever reason cannot or will
not
buy
an @Work or equivalent service.
d) Offered only as a last resort in a customer retention situation.
The spirit of this product is to offer an alternative to the
subscriber
who
feels they must leave the service given the change in upstream rates.
This
type of customer would be an early adopter who places value on an
unlimited
upstream rate or upstream rates greater than 128 kbps. The target
subscriber
would probably be an early @Home subscriber who is technically savvy
and
wishes to have unlimited access to the internet not only for everyday
surfing
but to quickly post pictures, upload large files, or send large
emails.
This
customer pushes the boundaries of the definition of residential use,
and
is
probably active in voicing any discontent whatsoever about the
Internet,
Internet Service Providers, changes in service, and any shortcoming
he/she
may
find. While 128 kbps upstream is more than enough upstream to address
all
known residential applications, the 256 product is being made
available to
provide the MSO partner with an alternative offering to the customer
in
the
situation stipulated above.
The sole marketing method will be pull marketing through customer
operations.
If a subscriber specifically asks for the product or expresses extreme
dissatisfaction at the current upstream rates and threatens to
disconnect,
then customer care may offer this product as an alternative.
This product will not be advertised or marketed to the customer base.
The vast majority (over 99%) of @Home customers will not want or ask
for
this
product for the following reasons:
* Customers do not want to be bothered by network management details
including
the definition and policies of up and downstream rates, burst
characteristics, and abuse.
* Customers expect Excite@Home to manage network details for them and
in
their
best interests.
* Customers want speed, and this is delivered primarily by providing
multimegabit downstream performance. Upstream at 128 kbps ensures
that
this
fast experience remains as the customer base grows.
* Customers have no need for large upstream bandwidth -- there are no
known
residential applications that demand more than 128 kbps upstream
bandwidth.
Competitive Analysis
Tiered services exist in some marketplaces as of this writing. Most
U.S.
markets have only one broadband option. A few US markets have several
broadband alternatives including xDSL. There are instances of tiering
including price, upstream, downstream, and bit caps in several U.S.
markets.
Canadian markets tend to have more offerings in each market. This
includes
offerings with different instances of mixes of upstream and downstream
rates
at different price points.
Excite@Home remains committed to delivering the fastest Internet
experience to
the home at the most economical price point and unlimited downstream
burst
capability. Note that the deployment of upstream rate management is
having
a
positive effect because it ensures consistent speed and service levels
across
the growing subscriber base. By capping upstream rates, the service
cannot
be
`hi-jacked' by high-bandwidth abusers. The 128 kbps upstream rate
addresses
the limited HFC resource issue by making the service unattractive for
non-residential users while keeping the upstream rate orders of
magnitude
faster than dial-up services for residential users.
Product Objectives, Positioning, Branding
The 256 kbps upstream rate product is designed to offer an alternative
(as
opposed to the `cancellation of service' or `@Work or equivalent
product'
alternatives) to the subscriber who insists that 128 kbps upstream
rate
management is not adequate for his/her needs. See section 2.1.
The product will be positioned as a feature or a new service level. It
will be
sold on an incremental cost basis (a tiered service would be sold as
a
complete product). The marketing message to the existing customer who
threatens to cancel his/her service is that if you need upstream rates
that
burst beyond 128 kbps upstream, there is a 256 kbps alternative. Note
that
the
term 'burst' is important. @Home can guarantee upstream bursts up to
256
kbps,
but cannot guarantee that this will happen at any given time or for
sustained
periods of time. This feature will be sold separately and will not be
bundled
at this time with other offerings. It will not be branded per se. It
is to
be
used as a last resort in retaining subscribers who might otherwise
cancel
their subscription. See section 2.1.
Pricing
This feature will be separately priced on a per-month additional fee
basis.
There will be a one-time non-refundable order/installation charge of
$50.
There is no termination fee. The recommended monthly recurring fee is
$30
per
month.
You should have lived in Huntsville, Al in the hey-days of NASA. Surplus rocket boosters in the back yard was not an uncommon sight. Even as late as the late '80s (the last I lived there) a neighbor across the street had an old beat-up rocket engine laying beside his house.
What I want to know is --
Where is this guy?
I've got the web space for him. @Home can get stuffed.
"It's simply not true, because we, ourselves, don't have that information."
Hello, this is your wakeup call. Its morning and the sun is shining.
"It's simply not true, because we, ourselves, don't have that information."
What a lamer.
Ok, I know there isn't a snowball's chance that anyone will see this. There are already too many posts. However, this is my response to Digitial Convergence:
----
I'm normally a pretty rational guy. I don't get very upset about much of anything. BUT. Get your heads out of your stinking asses you nitwits! Get a grip on reality. Find out who the real enemy is (in your case Pogo has you pegged).
Don't fight the largest grassroots movement this planet has ever seen. Don't be deceived by preliminary injunctions. This movement is too big. All who get in its way will be ultimately crushed.
Believe it people. I'm not some pimple faced kiddie. I've been watching this movement from a distance for a time now. From a distance because I'm too old to become a part of it. But I am not too old to know when major changes in cultural direction are taking place.
This one's big, folks. Either make these new forces your allies, or die a bloody death (business-wise, I'm not an idiot).
----
Indeed! Including the link, and the site itself.
/.ed maybe?