I know. I would say that 90+ % of our service calls boil down to some
SNAFU with their home router/WiFi. Most of them have been trained to
check to see if they can get guest access to the SM, just to be sure
their problem is not local (love NAT).
bp
<part-15@SkylineBroadbandService>
On 11/20/2014 11:34 AM, Ken Hohhof via Af wrote:
Part of the problem is so many customers are 100% WiFi now, so unless
you have a managed router there, you have 2 big problem areas beyond
the demarc - the customer's router and the customer's WiFi.
-----Original Message----- From: Bill Prince via Af
Sent: Thursday, November 20, 2014 1:04 PM
To: [email protected]
Subject: Re: [AFMUG] Network Monitoring in the 2010's
Linktechs built a tool a couple years ago that ran on the customer's PC
(WIndows only) that would give the customer a "connection health"
indication. It would monitor the local gateway, and give both a green
light for connected, plus a reading on the latency. You go too much
beyond that, and you will get a bunch of false positives when something
beyond your local network is having some kind of issue (we get our share
of these).
I don't think they got much response from it, and I don't think they
offer it any longer.
bp
<part-15@SkylineBroadbandService>
On 11/20/2014 9:43 AM, Sterling Jacobson via Af 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.
