Quote:
Originally Posted by Kymmy
Do I have to start banging heads together???
My own opinion is that if there is any chance that a customer on 20/2 or 10/1 will be ringing cs or ts then they should be informed, if not then the customer should be informed of the trial and given a specific support number..
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There have never been complaints in the past on this issue, I am not sure why it would suddenly kick off now.
Customers who have been migrated to DOCSIS 2 upstreams will be having their nodes especially monitored by the trials teams, and will likely also be on ASM / Advanced Spectrum Management ensuring that they drop to DOCSIS 1 profiles to avoid problems in case of issues with the nodes.
Customers were not informed and tech support were not informed when nodes were migrated to 256QAM, tech support were not informed when downstream uplifts were trialled using these 256QAM nodes, tech support were not informed when 16QAM upstream reconfiguration happened so I am unsure of the value in confusing tech support, as you just know they'll start looking for issues that aren't there, and confusing customers even ignoring the confidentiality issues.
The trial is on such a small area there's really no point. When it starts going live tech support will be told.
In every industry trials are rarely communicated fully through the operational infrastructure unless that infrastructure is very small. Until trials become a larger market it's unnecessary and can cause far more issues with the 99.5% who aren't on the trial than it might resolve with the 0.5% who are.