> The customer wants to be able to do that themselves before calling in.
WHAT??? My customers want me to snap my fingers and fix it as soon I pick up the phone. They don't want to be bothered with going home to make sure the power is on after a storm. Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 On Nov 20, 2014 6:46 PM, "Sterling Jacobson via Af" <[email protected]> wrote: > Yeah, I agree. > > > > We have the PoE with a green light. > > > > I want to build that into the App, so it shows or walks through a series > of steps like check the adapter that looks like THIS for a green light. > Check GFI tripped, check cables connected in proper order to PoE and router > etc. > > > > The customer wants to be able to do that themselves before calling in. > > > > I think that would eliminate a lot of the calls and customers can do > things on their own time. > > > > I guess the App could also help them schedule a paid visit if it > determines the ISP service is working, but they can’t figure out their > stuff. > > > > I would almost like to have it refer them to a list of local > computer/network shops instead. > > Or those ISPs that want to make money off that kind of visit could > schedule themselves. > > > > *From:* Af [mailto:[email protected]] *On Behalf Of *Ken Hohhof via Af > *Sent:* Thursday, November 20, 2014 2:53 PM > *To:* [email protected] > *Subject:* Re: [AFMUG] Network Monitoring in the 2010's > > > > I feel you’re overthinking this, at the risk of adding more stuff to fail > or for the customer to bitch about. > > > > We use the Tycon POEs with current indicator, we tell the customer the > light should be green. That covers a lot of calls – cables unplugged or > chewed or POE not getting AC power. > > > > If the customer thinks their Internet is down, and they have a customer > supplied router, we tell them to power cycle the router, this is the most > common issue. > > > > If the customer is 100% WiFi, we try to make sure they have a spare > Ethernet cable on a LAN port of the router. Most laptops have an Ethernet > port, we tell them to take their laptop over to the router, plug it in, and > if they have Internet then they have a WiFi problem. > > > > Once these 3 steps are done, or if they are complaining about speed, I > think Travis is right, you’re better off having them call. If nothing > else, this may be an upsell opportunity, if they talk to a human. Or you > may get to explain a few things about P2P or video streaming or botnets to > them. > > > > > > *From:* Sterling Jacobson via Af <[email protected]> > > *Sent:* Thursday, November 20, 2014 3:28 PM > > *To:* [email protected] > > *Subject:* Re: [AFMUG] Network Monitoring in the 2010's > > > > Lol! > > > > I imagine in the App a line with points on it that connect from both ends. > > > > Kind of like the Xbox line test. > > > > Where it shows green lights on the provider service, the unit on the side > of the house, then the router inside their house, and then their device. > > > > It might break in the middle, so the phone could show that it sees their > wifi, but on 4G it talks to the ISP and shows green dots up to their CPE, > then a red dot for their router. > > > > It’s not complicated programming on the ISP side. > > > > It could even tell you if the customers router IP was registered in the > ARP table, or if just the physical connection is made and no MAC or IP etc. > > > > I think most of us have a service table for the customer record that has > the CPE IP address. > > > > Maybe it would need another table in the customer relation to the router, > or maybe it’s implicit in the IP address or Gateway IP etc. > > > > > > > > *From:* Af [mailto:[email protected] <[email protected]>] *On > Behalf Of *Ken Hohhof via Af > *Sent:* Thursday, November 20, 2014 2:22 PM > *To:* [email protected] > *Subject:* Re: [AFMUG] Network Monitoring in the 2010's > > > > For VoIP we bridge the ATA ahead of the router. I love it when someone > calls on the VoIP phone to tell us “the tower is down”. > > > > *From:* Shayne Lebrun via Af <[email protected]> > > *Sent:* Thursday, November 20, 2014 2:56 PM > > *To:* [email protected] > > *Subject:* Re: [AFMUG] Network Monitoring in the 2010's > > > > What we need to do is get people to view the ‘internet light’ like the > ‘check engine’ light on their car. It could mean ‘your gas cap is loose’ > or it could mean ‘your driveshaft just fell out of your car’ but if you > want to know, it’s going to cost $250 just for somebody to open the hood > and plug in the diagnostic checker. > > > > Wouldn’t that be nice….. > > > > *From:* Af [mailto:[email protected] <[email protected]>] *On > Behalf Of *Chuck McCown via Af > *Sent:* Thursday, November 20, 2014 2:53 PM > *To:* [email protected] > *Subject:* Re: [AFMUG] Network Monitoring in the 2010's > > > > As determined by DHCP adds a horrible layer of complexity for a cheap and > simple device. > > How about ping to 8.8.8.8? > > > > *From:* Josh Luthman via Af <[email protected]> > > *Sent:* Thursday, November 20, 2014 12:41 PM > > *To:* [email protected] > > *Subject:* Re: [AFMUG] Network Monitoring in the 2010's > > > > Red/green light for successful DNS and ping to a server determined by DHCP > > > > > > Josh Luthman > Office: 937-552-2340 > Direct: 937-552-2343 > 1100 Wayne St > Suite 1337 > Troy, OH 45373 > > > > On Thu, Nov 20, 2014 at 1:05 PM, Chuck McCown via Af <[email protected]> wrote: > > What would be the determining factor? Ping DNS server OK? > > > > *From:* Jason McKemie via Af <[email protected]> > > *Sent:* Thursday, November 20, 2014 11:03 AM > > *To:* [email protected] > > *Subject:* Re: [AFMUG] Network Monitoring in the 2010's > > > > A red/green led would probably suffice for this purpose. > > > > On Thu, Nov 20, 2014 at 12:01 PM, Gino Villarini via Af <[email protected]> > wrote: > > We need a “device” that plugs between router and internet connection > with a big screed that says Internet OK! Or Internef BAD… filter out calls > with customer having issues with wifi > > > > > > > > Gino A. Villarini > > President > > Aeronet Wireless Broadband Corp. > > www.aeronetpr.com > > @aeronetpr > > > > > > > > *From: *"[email protected]" <[email protected]> > *Reply-To: *"[email protected]" <[email protected]> > *Date: *Thursday, November 20, 2014 at 1:47 PM > *To: *"[email protected]" <[email protected]> > *Subject: *Re: [AFMUG] Network Monitoring in the 2010's > > > > *An app for my phone? Yuck > > *Something that pushes to cutomers letting them know we're having issues? > Yuck > > *Something that let's the customer verify their particular service is > good/not? That'd be great! > > *Web portal for billing, easy peasy > > > > Why a node fails probably won't be detectable by a machine - in some cases > it's difficult for a person to narrow it down (radio, connectors, cables, > ethernet, surge, etc) but I'd like to see ideas on this of course. > > > > I use/suggest an outgoing message. IF the customer is having issues and > they do call us, they hear we're having issues and hang up. This means > that we're not telling 100 people there are issues when 25 are effecting > ending up with 75 calls next month saying we owe them a credit when they > had nothing to do with an outage. > > > > > > Josh Luthman > Office: 937-552-2340 > Direct: 937-552-2343 > 1100 Wayne St > Suite 1337 > Troy, OH 45373 > > > > On Thu, Nov 20, 2014 at 12:43 PM, Sterling Jacobson via Af <[email protected]> > wrote: > > What I really want is an integrated system that isn't stuck in the 90's. > > I want the customer to have an app on their phone that tells them when > their network is having issues and why. > I want it to also remind them to pay their bill and provide a lazy/easy > way to do that. > > I want that same system to have an engineer app that tells us when nodes > fail and why. > > So if a node goes down and it's important, it should show up on my phone > and I can take action. > One of those actions would be to message to outage impacted customers the > ETA to fix etc. > > Emails from Cacti don't count. > > > > > > >
