Agreed
----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com -------------------------------------------------- From: "Tom DeReggi" <wirelessn...@rapiddsl.net> Sent: Monday, August 03, 2009 4:38 PM To: "WISPA General List" <wireless@wispa.org> Subject: Re: [WISPA] Are customers increasinglyclueless?Orisitgettingbetter?> What we found was that.... > > If ISP1 has 100mb, and ISP2 has a 100mb, and ISP1 goes down and routes > backup to ISP2, ISP2's customers now get performance degregation and > network > congestions, at the expense of ISP1. > ISP2 looses customers and gains bad will far more expensive than just the > backup bandwidth savings. And then of course there was a cost to connect > one WISP to the other, where sometimes the transport is more expensive > than > the transit (even if wireless). > > I think there are three other options that help make a bandwdith sharing > relationship work with another WISP. > > 1) Have 3 circuits total, and Share costs on the third backup connection. > Each WISPA has their own primary connection, and then either can fail over > to the shared backup connection. It being rare that both providers would > fail at the same time with full traffic load. > > 2) ISP2 Upgrades to faster speeds, where there is a cost savings per MB, > because there was a higher commit. Now ISP2 has excess capacity. ISP1 > helps > cover a percentage of the cost of ISP2's increased cost bandwidth. > Everyone > wins because there is bandwidth to spare, and lower cost per mb is > acheived > for being better positioned to compete. > > 3) ISP1 uses provider A, ISP2 uses provider B, both ISPs buy more > bandwdith > than they need so there is excess capacity, then two WISPs become backup > for > each other. Again, also increases value of carrier diversity, possibly > allowing better pricing for increased volume. > > My point here is it is awesome when WISPs work togeather for mutual > benefit, > what ever the deal ends up being. I'm just pointing out excess capacity > isn't free, and need to plan for the capacity that is really needed during > the failover situation. The thing to realize is that maximum benefit is > not > always realized in a one to one relationship. A 3 WISP partnership has > greater savings than a 2 WISP partnership, etc. > > Tom DeReggi > RapidDSL & Wireless, Inc > IntAirNet- Fixed Wireless Broadband > > > ----- Original Message ----- > From: "Mike Hammett" <wispawirel...@ics-il.net> > To: "WISPA General List" <wireless@wispa.org> > Sent: Monday, August 03, 2009 3:19 PM > Subject: Re: [WISPA] Are customers increasingly clueless?Oris > itgettingbetter? > > >>I have a connection to another WISP. Cost? $0. When my main upstream >>goes down, MT automatically routes everything through the backup. In >>exchange, I provide labor to the other WISP when he encounters things he >>personally doesn't want to do. I think it's a great relationship. It'd >>cost each of us more to get our half of the equation elsewhere. >>Everything >>is completely diverse. >> >> >> ----- >> Mike Hammett >> Intelligent Computing Solutions >> http://www.ics-il.com >> >> >> >> >> From: Brian Rohrbacher >> Sent: Saturday, August 01, 2009 8:38 AM >> To: WISPA General List >> Subject: Re: [WISPA] Are customers increasingly clueless? Oris >> itgettingbetter? >> >> >> Don't be afraid to get creative with your backup connection. Mine is a >> $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on >> the bandwidth graph, but it's better than being off. When I have to use >> the backup I limit all connections to 56k up and 100k down..... >> >> Brian >> >> Tom DeReggi wrote: >> Actually, I disagree with your example. >> >> You let your customer down, not Qwest. >> Did you route them out your secondary transit? If you didn;t have one, >> thats >> not the customer's faught. >> Did you let him know that you are trying to contact Quest yourself to get >> more information on an ETA, and influence a work around? >> Did he feel you were in control of the situation? Or did you leave him to >> fend for himself, even though you were the expert on the technology? >> >> Sending the message, "oh well, its down, not my problem, let all my own >> customers suffer, so what" is not taking care of your clients. >> If you had communicated with your client making him feel like you were >> working towards defending his interests, he never would have took action >> into his own hands and called Qwest directly to investigate further, and >> get >> false answers. >> >> So yes, Customers can be irrational, often unfair and unforgiving, but if >> you want to keep your clients its up to you to deal with it and take care >> of >> them. >> Who's faught it is, is irrelevent. Customer Service is about taking care >> of >> the customer. >> >> I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps >> blowing >> breakers on electrical panels not under my controll or access. I can put >> UPSes there all day, but that does no good if breakers turn off upstream >> of >> my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out >> every >> time the property had power failures. It was my faught that I designed a >> business install to be behind an electric breaker that was outside my >> control to manage. If I did my job and took care of the client, I would >> have called the power company or property management and redesign an >> alternate solution, after the first couple of times the power went out. >> But >> I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it >> on >> the Power Company didn't work for long. >> >> Just keeping it real. >> >> Tom DeReggi >> RapidDSL & Wireless, Inc >> IntAirNet- Fixed Wireless Broadband >> >> >> ----- Original Message ----- >> From: "Ryan Ghering" <rgher...@gmail.com> >> To: "WISPA General List" <wireless@wispa.org> >> Sent: Friday, July 31, 2009 10:22 AM >> Subject: Re: [WISPA] Are customers increasingly clueless? Or is >> itgettingbetter? >> >> >> Yesterday, we had a long term upstream outage. Someone in Qwest killed >> our >> ATM upstream and somehow we were getting crosstalk to another ATM PVC. >> (Don't ask nobody can tell me how this was done). >> >> In the mean time customers are calling us screaming that they need their >> net. Our staff politely informs them all day long that this isn't a issue >> with us, its upstream. Some customers accept that and move on for the >> day. >> >> However the kicker!! One of our customers which is a dedicated 3 meg >> calls >> up and asks, "Are you down" I say yes at this time the internet is down >> due >> to a problem with qwest in Denver. The customer says "ok, do you have an >> ETA?" I tell him no not at this time the problem is with qwest not with >> us. >> Customer says "ok thanks" and hangs up. >> >> Not 20 minutes later I get a phone call from the customer, he's mad as >> hell >> and spitting nails. I only caught about 1/2 of what he had said. But it >> sounded like. "Your a damn lier, I call qwest, they have NO issues >> anywhere. >> I want my ****** Net or you can kiss my account goodbye a**hole.." >> >> Then he hangs up. ( mind you this is a business customer ) >> >> I call him back about an hour later and he says he's canceled. And will >> get >> service from somewhere else. >> >> How can this be? How was this my fault? >> >> Customers are irrational and stupid.. Agreed. lol.... >> >> >> Ryan >> >> On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer >> <o...@odessaoffice.com>wrote: >> >> roflol >> >> Rick this is a GOOD thing.... Your customers call you for all problems >> because YOU WILL ANSWER THE PHONE!!!!!! >> >> Sometimes great service levels suck. lol >> marlon >> >> ----- Original Message ----- >> From: "Rick Kunze" <rku...@colusanet.com> >> To: "WISPA General List" <wireless@wispa.org> >> Sent: Wednesday, July 29, 2009 5:40 PM >> Subject: [WISPA] Are customers increasingly clueless? Or is it >> gettingbetter? >> >> >> Customer calls just now. They ask if the Internet is "having >> trouble", >> I reply that there are no outages. She then says she called a couple >> of >> her friends in neighboring towns and they were all down too. She asks >> if any other people have called today with problems. I replied stating >> that a day doesn't go by without someone calling with such an issue >> etc. >> >> I ask her for some details, "any message on the screen?" She says that >> a message popped up that said, "No Input". I thought to myself for a >> minute and replied, "I'm unaware of any Windows message that says >> that." >> I asked, "This is in Explorer"? She said, "No, she can't get Explorer >> to run, nothing will run, the monitor is dark and a small message on >> the >> blank screen says "No Input." >> >> I would have thought that by now more of the general public would be >> starting to figure some of this out. It's discouraging to me that such >> an obvious hardware issue resulted in a call to see if the Internet is >> down. >> >> Rk <-------- slapping self in forehead! >> >> >> >> >> -------------------------------------------------------------------------------- >> WISPA Wants You! 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