[33841] in North American Network Operators' Group
Re: CAIS DSL failure: lessons in how not to inform
daemon@ATHENA.MIT.EDU (Howard C. Berkowitz)
Wed Jan 24 18:32:54 2001
Mime-Version: 1.0
Message-Id: <p05001900b695022035fc@[63.216.127.98]>
In-Reply-To: <980367829.3a6f39d5f3de7@webmail2.cortland.com>
Date: Wed, 24 Jan 2001 17:14:31 -0500
To: nanog@merit.org
From: "Howard C. Berkowitz" <hcb@clark.net>
Content-Type: text/plain; charset="us-ascii" ; format="flowed"
Errors-To: owner-nanog-outgoing@merit.edu
>mike@deneb.cortland.com wrote,
>Afraid that you've missed an important point in your review of their service.
>When you signed up for dsl service, you had a choice of dsl service or "Cais
>dedicated" for mission critical applications.
As a matter of fact, I have their business service. There is a
significant price difference between SDSL and ADSL, at least with
this provider. This is a SOHO router service, not single host.
But I'm really trying to make a general operational point.
> The dedicated nature of dsl
>connections is an artefact of the technology and not something that
>the isp can
>afford to provide at the prices charged. You're paying the rough
>equivalent of
>dialup service and can't expect to get the service provided to dedicated
>customers (T1, etc) who pay much more. You made the choice when you signed
>up. Providing you with the information you want will detract from resources
>available to solve the problem quickly.
I'm quite aware of labor rates, and I'm not expecting personal
notification. Changing a voice message every 4 hours or so, and/or
sending email, is hardly what I call labor-intensive.
Try the customer service lines at dial providers such as
Mindspring/Earthlink. Status reports there on POP problems, as well
as on support web pages.
>You're benefiting from the technology
>by getting more data for your buck. You can't realistically expect anything
>which is remotely labor intensive to be provided. Or have your labor rates
>declined dramatically recently?
>
>
>Mine haven't
The response I'm seeing is poor for a $19.95 per month dial provider,
or a telco, or a discount airline. 24+ hour outages are hardly
something I'd call minor.
