Posts Tagged ‘broadband’

What Makes SMBs Churn Their Broadband Supplier?

Tuesday, November 18th, 2008

A recent survey by Ipsos MORI found that 31% of Small and Medium Sized businesses cited that the reason for churning their broadband supplier was poor customer service. 15% of them said it was the cost of calling their ISP for support.

This represents a huge opportunity for companies like Timico whose whole raison d’etre is to provide good quality support for business. Before Timico (BT! – now that’s an interesting thought!) my business had a hosting account with a large name brand ISP. Their people were good enough but I would often be sat in a queue for half an hour trying to get through to them at 10 pence a minute which I hugely resented.

This is why our customer support teams have to answer the phone within three rings, and we measure it. It is also the reason that out of a staff count of around 130, 38 of them are technically qualified. The support teams do not use voicemail – they have to answer the phone.

That last statement might sound a little dictatorial but believe me it isn’t and none of the staff feel it is. Theirs is a work hard play hard envirnment where effort is rewarded, as it can be in a fast growing business. Right that’s enough of the broadcast :-)  

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How to get faster broadband – move to Spain

Monday, September 1st, 2008

If you want to get faster broadband move to somewhere like Spain. Aha do I hear you say? Just the excuse you have been waiting for to make the move to a place in the sun? A bit drastic I’d say especially when I explain that the reason you might get faster broadband in Spain is because it almost certainly rains less there than in the good old UK.

It’s very interesting what snippets you pick up at Timico. Today, whilst gazing out the window at yet another downpour, I quizzed the tech support team as to whether there were any hot topics occupying their time. “Broadband” they responded. “We always get more broadband calls when it is raining”.

This took me somewhat by surprise but I checked it out and it is true. If you are a long way from your telephone exchange a bit of wind and rain can cause higher than normal noise on your copper cable, usually due to imperfect connections at the telegraph pole. That’s electrical noise – not something audible to mortals. It isn’t something easily diagnosed and ground based connections and leased lines do not suffer the same problem.

This noise can result in a temporary slowing of your broadband. Hence if you want faster broadband speed move somewhere where it doesn’t rain as much.

You heard it first on trefor.net.

PS if you do need tips on where to relocate the rain in Spain falls mainly in the plain.

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The Olympic effect

Tuesday, August 12th, 2008

Readers might be interested to know that the Olympic opening ceremony stimulated an increase of almost 10% in internet usage last Friday afternoon.

It will also be interesting to hear whether the consumer ADSL customer community will have seen any changes in the performance of their connection as their ISPs begin throttling to cope.

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Leased line business on the up

Tuesday, July 22nd, 2008

Despite the advent of faster (ish) broadband the demand for leased lines is on the up. At least that is a trend we are seeing at Timico. This is evidenced by the statistic that in one day last week we received 32 (that’s thirty two) requests to quote for a leased line from our existing customer base.

You might argue that 32 quotes from a base of ten thousand or so businesses is not much but I’m telling you it is. That is the annualised equivalent of 8,320 leased lines in one working year, assuming no one takes a holiday but doesn’t work weekends.

Now we don’t get that number of RFQs every day, it would be great if we did. Also this is a recent statistic so they will not yet all have turned into orders although I’m sure that a significant proportion will do so.

It does point to a growing demand though. Businesses’ need for stable higher bandwidth is on the up as they have more and more internet (or at least Internet Protocol running on private networks) based communications that they rely on. With the best will in the world broadband (ADSL) is not going to give the same degree of reilability as a leased line, but there again it is significantly cheaper.

One huge opportunity for TImico is the massive installed base of BT leased lines. I read somewhere recently that this amounted to around 118,000 installations. Most of these leased lines will likely be 2Mbps connections that have been installed for donkeys years and are now well out of contract.

You can bet your bottom dollar that BT will not have mentioned that IP bandwidth costs have plummeted in the same timeframe. The chances are the typical BT leased line customer is still paying the same for the service that he or she was five years ago. This represents a serious opportunity for fast growing outfits like Timico.

If anyone out there needs advice on their leased line needs just drop me  line or leave a comment and I’ll sort out an independant assessment.

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BT Superfast Broadband

Tuesday, July 15th, 2008

Just heard on the BBC news that BT has announced that it will be investing in a superfast broadband network/fibre rollout. It won’t have universal coverage but up to a million homes should be able to get fibre to the home. The rollout is expected to be complete by 2012 (subject no doubt to the usual BT schedule slippages)

You will recall that in a recent post I forecast that according to the trend in internet traffic growth we would need 96Mbps by 2012. Interestingly this is what the BT announcement gives.

Note unusually I heard it on the Beeb but it hasn’t appeared in any of the usual online rags yet. 

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Ofcom ease up on returns on investment for NGN broadband

Monday, July 7th, 2008

In my post “Who pays for next generation broadband” I mentioned that BT were complaining that the regulatory environment in the UK positively discouraged investment in a high speed broadband network (read fibre) because it did not allow a return on investment commensurate with the risks involved.

Well Ofcom head Ed Richards seems to have made an about turn on this in a speech he made to the “Intellect Conference 2008″ on 3rd July.

I’ve pasted an extract here:

“Our position is clear. Ofcom favours a regulatory environment for the next generation of networks and access that both allows and encourages operators to make risky investments, to innovate for the benefit of consumers and, if the risks pay off, for the benefit of their shareholders too.

We are very clear that if operators are going to make investments in new infrastructure, investment that is inherently more risky than developing the existing infrastructure, then they need to know that the regulatory framework will allow them to make and keep a rate of return that is commensurate with the risks they are taking.”

I can’t imagine that anyone will be unhappy about this though we still have to see someone stepping up to the plate with the requisite investment. UK PLC does need to be looking beyond 21CN for the IP connectivity that will allow the true exploitation of the promise of the internet.

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ASA upholds BT complaint about Virgin

Wednesday, July 2nd, 2008

Virgin has been told off by the Advertising Standards Agency for not telling the truth regarding the speed of its broadband service. Its the consumer versus business ISP proposition again. Virgin didn’t tell users that it caps some users at peak times. I’m sure that Virgin will “get them back” sometime soon :-) .

Full story is available on the BBC website.

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Supernode discovery

Thursday, June 26th, 2008

I am quite excited because I think I might have discovered a supernode. A Skype supernode that is.

 

Skype doesn’t have it’s own network infrastructure. Instead as a peer to peer technology it takes data from Skype clients around the world and identifies which users have plenty of bandwidth and processing power available. This user then becomes a Supernode which handles some of the Skype network signalling functions.

 

Being a Supernode is not at all super as what you are effectively doing is  letting other Skype users use the bandwidth that you are paying for yourself.

 

This customer was complaining that his quad bonded ADSL was underperforming. He was right. He was getting 1Mbps instead of his normal 9Mbps. We sent an engineer onsite and found that the customer had taken it upon himself to do some internal rewiring and had laid the ADSL cables on top of his ring main power cable. The interference from the main was causing the poor performance.

 

We moved the cables away from the main and hey presto the original high speed returned.

 

As part of the debug process we did some traffic sniffing on his network and found serious levels of peer to peer packets which turned out to be Skype.

 

I’m not saying that Skype in this case caused his connectivity to slow down but business users should be aware of the problem. It should also be noted that Skype traffic is encrypted, at least the IM part. This means that virus scanners can’t pick up potential problem packets coming into the corporate network. Look out sensitive competitive information! Don’t keep your bank details on the network!

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Who pays for Next Generation Broadband?

Monday, June 23rd, 2008

Interesting enough debate at the Waldorf Astoria hotel in London today with the latest Telecommunications Executive Networking bash. The subject was NGN broadband and specifically who is going to pay for it.

 

The debate was prompted by the BT position that the UK regulator OFCOM does not allow the company to make return on investment to justify spending money on an NGN network.

 

Panelists included Andrew Heaney from Carphone Warehouse, Kip Meek from the Broadband Stakeholders’ Group and David Campbell, Director of NGA at Openreach. It is actually a complex and highly politically charged subject when you take into consideration that BT (Openreach) has Universal Service Obligations.

 

In short the assembled masses, the great and the good of the UK Telecommunications industry, concluded that they wanted an NGN network to be privately funded.

 

A few interesting points came out of the meeting. Of the two hundred or more attendees the majority of them were equipment vendors. There can’t have been more than ten or fifteen hands up from ISPs. I’d have thought that the ISP community would have been more interested than this turnout suggests. Perhaps this is because there are few (if any) ISPs who could afford even to consider investing £12 billion in a high speed broadband network. No one is going to be able to do it alone.

 

There seemed also to me to be a level of ignorance as to why a high speed (100Mbps) network might be wanted. What applications would drive this they were asking?  In my experience at Timico once people get given higher speed access they find ways of using it. The move from 2Mbps ADSL to 8Mbps (up to J ) ADSL Max prompted a large increase in average usage per tail.

 

Andrew Heaney could see that a NGN would be required but that this wasn’t going to be for some time to come. He intimated that he would be looking to begin looking at such a network in a 2 – 4 year timeframe. He also suggested that traffic was doubling every two years. This is slightly slower growth than others in the industry are forecasting.

 

Whilst the chicken and the egg come into this calculation to some extent my rough back of a beer mat calculation goes like this.  Traffic doubling every 2 years is the same as being given double the download bandwidth in the same timeframe. On this basis the arrival in 2008 of (up to) 24Mbps  should prompt the need for 48 Mbps in 2010 and 96Mbps in 2012. This isn’t particularly scientific but it does provide a rough guide to the way that market demand could go.

 

There isn’t a plan on the table today for 96Mbps but 50Mbps is available now from Virgin. If anything would be geared to make the board of BT press the investment button for NGN it would be seeing their market share going to Virgin.

 

Practically everyone in the room said they would be prepared to pay the additional £8 a month for NGN broadband that the £12bn investment is supposed to mean. Of course this is easy for a room full of well paid company directors to decide, The Openreach position is that the value in the market has disappeared and that consumers have been lead to expect faster broadband for less money.

 

We shall see. Interesting times ahead.

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