10g residential CPE

Tue Dec 29 13:42:08 UTC 2020

Oh they'll get plenty of support calls still, almost all about wifi issues.
They'll be connected to 2.4ghz on an old device, run a speedtest and only
get 30 mbps and complain they're not getting 950 mbps on their free
connection.

WiFi issues will always cause support calls no matter what isp. The denser
the area, the more wifi interference that exists and will drive more calls.

I understand wanting to offer free internet to a small number of entities
and residential areas, particularly hotspots. What I don't agree with is
free service for every residential home or apartment. It absolutely hurts
your business to do this. It's a charity, not a business then. You say it
doesn't take any additional resources to support but it absolutely does.
You have way more than $300 into an install. You'll also have to hire
additional staff sooner because of additional tech support calls from the
res side.

Again, it seems nice to be able to do this but most companies don't have
idle resources sitting around to give away things for free. We have zero
extra time to work for free.

On Tue, Dec 29, 2020, 1:28 AM Mark Tinka <mark.tinka at seacom.com> wrote:

>
>
> On 12/29/20 04:41, Keith Medcalf wrote:
>
> > Are you sure that is not related to "residential services" being of a
> generally lower quality than business services?  It has been my experience
> that shoddy service generates higher need for "support" than does
> "non-shoddy" service.  In this regard, the price for "business" services
> should be less than "residential service" by a couple of orders of
> magnitude since it costs orders of magnitude more money to "support" shoddy
> services than non-shoddy services.
>
> Considering that Aaron said 98% of their residential customers are on
> the free plan, and that they use Active-E with every 1Gbps customer
> getting a proper switch port, I'd hazard the bulk of their support
> queries to be non-techie customers needing software support (grandma, et
> al), or fibres being cut.
>
> It wouldn't seem like they'd be getting calls about "speed" issues,
> which are most annoying ones :-).
>
> Mark.
>
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