I just got off the phone with a customer. I made some adjustments to his SM the
other day to make netflix work. He called back today to tell me it works good
but his direct tv showtime package is OK but not great. I kind of wanted to ask
him what the hell gives dish net the right to sell you a service that rides on
my back bone where I do not make anymore money for your additional use of my
service. Anyways I got that off my chest.
So our situation has been for years residential customers pay a flat rate, we
have no speed or usage based packages. When the customer calls about netflix I
make throttle adjustments in the SM to make them happy. Well eventually I have
an overloaded AP, then I have to either sectorize or add a different frequency,
add higher capacity BHs out of my pocket, just to keep my customers happy at
the same price we have been charging for 10 years. (We recently, since going to
new billing service, added a $2 paper fee for non emailed invoices and I get
crucified by the same customers every month). Ideally I want to get away from
mechanical throttles.
We are in the middle running our authentication thru our new billing system,
and converting bridged to fully routed. You know, the things we should have
been doing from day one. Anyways, once we get things squared away, what’s a
common practice on doing packages? If you have basic customers out there that
do not stream or use tons of bandwidth would you keep them at the current rate,
or drop the rate and throttle them tight? I would assume that we would want to
offer an increased package to known streamers, maybe throttle them down to a
basic level and wait to hear from them when they are willing to upgrade their
package? I would then anticipate that making the expenditures to provide them
with the service would be worth the venture.
Anyways just looking for some suggestions. There is always time to do it right
the second time around
heith
mnw
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