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Home Networking Deployment, Challenges and Technical Lessons 12/6/2012.

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Presentation on theme: "Home Networking Deployment, Challenges and Technical Lessons 12/6/2012."— Presentation transcript:

1 Home Networking Deployment, Challenges and Technical Lessons 12/6/2012

2 Proprietary and Confidential Agenda Atlantic Broadband  Who we are, what we do. Wireless Product  What we deploy and why.  Wireless Standards Installation Challenges  Installation paradigm shift Technical Support  Support Metrics & Challenges Lessons Learned The Future of Wireless Products  Wireless AC standard Q&A

3 Proprietary and Confidential Overview Atlantic Broadband launched a Home Networking solution in June of 2011 for our customers. This was done for multiple reasons: Competitors already offer home networking services. Many customers already own routers and perceive their router problem as an Atlantic broadband issue Future consumer products will require a solid IP network within the customer premise.

4 Proprietary and Confidential Atlantic Broadband Atlantic Broadband services 250k residential subscribers across multiple systems within four independent service delivery networks (regions) Services  Digital Video  VOD  High Speed Internet  Line replacement phone  Both residential and commercial

5 Proprietary and Confidential PA Region Northern System Bradford, Warren, Sugar Grove, Limestone, Grampian, Salamanca Clearfield System Clearfield, Grampian, Curwensville, Shippenville Altoona/Johnstown System Altoona, Johnstown, Canoe Creek, Huntington, Bellwood, Tyrone, Cassville, Todd, Calvin, Waterfall, Broad Top, Three Springs, Mapleton Depot Cumberland System Cumberland, Wiley Ford, WV, Fort Ashby, WV, Frostburg, MD, Kingwood, WV, Moorefield, WV, Paw Paw, WV, Romney, WV, Keyser, WV Uniontown System Uniontown, Hopwood, Masontown, Fairchance, Tunnelton, WV

6 Proprietary and Confidential Maryland/Delaware Region (referred to as MD/DE or Delmar) Grasonville, MD Queenstown, Stevensville, Chester, Centreville, Rock Hall, Kent Island, Carmichael, Wye Mills, Sudlersville, St. Michaels, Trappe, Chestertown, Easton, Bozman Middletown, DE Delaware City, Odessa, New Castle, Townsend, Clayton, Smyrna, Perryville, Port Deposit, Chesapeake City, Elkton, St. Georges

7 Proprietary and Confidential Miami Region Aventura, Sunny Isles Beach North Miami Beach Bay Harbour Islands, Indian Creek Surfside North Bay Village Miami Beach South Miami South Beach

8 Proprietary and Confidential Aiken Region Aiken area Graniteville, Jackson, New Ellenton Low Country Barnwell, Williston, Blackville, Snelling Low Country Denmark, Bamberg

9 Proprietary and Confidential Wireless Product Overview Product  Per month a la carte  Installation covers the first 2 devices  Trip charges also apply if only doing a HN install.  One time charge for the USB wireless adapter (optional) Includes a leased Cisco E1500 router Includes 24x7 phone support at no additional cost  Onsite trouble calls are extra

10 Proprietary and Confidential Our Router: Cisco E1500 Supports wireless b, g & n devices. That covers most all existing devices. Has 4 10/100 Ethernet ports for wired connections. Supports WEP, WPA/WPA2 & SPI firewall protection.

11 Proprietary and Confidential Top Back E1500 at a glance

12 Proprietary and Confidential What is supported on install Current Gen Gaming Consoles (Wii, PS3, Xbox 360) PCs, Macs, Laptops Tablets and iPads

13 Proprietary and Confidential Customers with existing routers We will not support customer owned equipment.  Even if the have the same Linksys E1500.  Customers must take our leased router to get Home Networking. Why?  Our techs are all highly trained on using and supporting this device. We are not trained on other devices  By taking our leased device the customer can get a replacement if something breaks, like with a receiver.  Router lease is included in the monthly HN fee so there is not any extra charge.

14 Proprietary and Confidential What we don’t install Smart Phones (Android, iPhone, Blackberry) Video Streaming Devices (AppleTV, Roku, VuDu, Boxee, TiVo etc) Peripheral Devices (Printers, Hard Drives, etc) Web connected TVs

15 Proprietary and Confidential Wireless Adapter We offer the Cisco Linksys AE1500 High-Performance Wireless-N Adapter. (Optional)  $31.99 (1/2 off what retailers charge)  Only supports PCs and laptops NOT MAC or any gaming consoles. Two reasons customers might want an adapter. 1) Their PC or laptop does not have a wifi card in it. 2) Upgrade to ‘N’ so that they get better range and speed. How can I tell if a customer needs an adapter?  Ask them if their device is already connected to a wireless network.  If not they need to check to see if they have wifi capability.  Also, techs will carry these to installs and check while there.

16 Proprietary and Confidential AND Router Considerations Embedded Will renew its IP address after modem outage Optimal cable demarcation is not always optimal wireless/CAT5 demarcation Often lags capabilities of standalone (802.11n, etc) Standalone Out-pace the capabilities of embedded routers (802.11n, parental controls, guest networks, etc) Can be installed in optimal wireless networking location

17 Proprietary and Confidential Router Considerations cont… Modem manufacturers are now just starting to catch up in terms of usability, technology and wireless standards. No initial driver to use MoCA – expected in future Pros  IPV6 Supported  Simple  Cisco Connect Software allows for quick installation Cons  Extra device to track and inventory

18 Proprietary and Confidential Installation Changes - Placement Typical demarcation is lacking for normal wireless coverage.  ABB Installations moved from directly next to the PC to the areas with the largest density of devices needing internet access.

19 Proprietary and Confidential Installation Changes – Device Density The average entertainment center can contain a multitude a internet ready devices.  Web Enabled TV  Web Enabled Blue Ray  Multiple Gaming Systems  Apple TV  Rok, TiVo, Boxxee etc..

20 Proprietary and Confidential Installation Changes – Wireless Coverage Fortunately most installs should have the living room in the center of the home.  This actually helps because the wireless coverage will now extend to most if not all rooms.

21 Proprietary and Confidential Installation Changes – What about the PC? As more and more devices go wireless or have wireless built in this becomes less of an issue.  Customers who have a PC are offered the option of an AE1000, N compatible wireless adapter.

22 Proprietary and Confidential Installation Changes – Dead Zones? Inevitably there may be a dead zone or area that needs more wireless coverage. ABB uses the RE1000 network extender The rules ABB follows:  When  The extender should be used when a customer is only receiving 20% or less signal (1 bar) and they are well within the normal range. Devices have a tendency to drop offline when within less than 20% signal  Where  The extender should be placed roughly 50-75% of the distance between the troubled device and the router itself.

23 Proprietary and Confidential Installation Issues & Lessons Learned Top Installation Issues  Unqualified Customers: Computer not up to spec  Tougher more direct question about the customers PC and Operating system  No PC on site at time of installation  Technicians now carry a “Pre-staged” router for installation.  Password Recovery  We collect passwords now at time of installation and keep a record for our support group to reference.

24 Proprietary and Confidential Technical Support Challenges Overall Technical Support has not been greatly impacted.  Many of the calls we take today involve customer owned routers so this is not a large shift from normal customer questions.  Support statistics from the first three months:

25 Proprietary and Confidential This issue can range from an issue with a current 2.4 GHz wireless phone to electro magnetic field (EMF) interference from other electronic devices. Indication that a base station or wireless unit is interfering will your network signal connection drops completely during an incoming phone call. We have three option if this is the case: 1.Move the router further away from the base station. 2.Via the admin GIU on the router change the wireless channel. 3.Via the phone’s base station attempt to change the communication channels the phone uses. Technical Support Challenges – Wireless Signal

26 Proprietary and Confidential A unit that is not responding to any normal troubleshooting steps can be easily identified using the following three ways: 1.Attempt to log into the admin GUI 2.Does the router respond to ping attempts? 3.Is the power light flashing on the rear of the unit? Technical Support Challenges – Unresponsive Unit

27 Proprietary and Confidential Lessons Learned Our biggest takeaways:  Capturing the password at installation is critical for support.  Investing in customer education on the use of Cisco Connect at installs saves us support calls later.  Building customer confidence is key since customers taking home networking are not as likely to have purchased their own router.

28 Proprietary and Confidential Lessons Learned: 18 Months Later

29 Proprietary and Confidential The Future of Home Networking Why MoCA?  Can take advantage of existing home coax wiring if available  As a wired standard, does not compete with wireless networks for spectrum use  Can provide uplink network connectivity to wireless access points

30 Proprietary and Confidential The Future of Home Networking cont… Wireless 802.11 AC  Roughly Three times faster  Theoretical maximum of 1.3Gbps.  Real Life testing shows connecting topping out at 800Mbps.  Uses “beamforming” technology  5GHZ frequency band  This puts it above most wireless home phone interference.  802.11 AC is here today, sort of  While Broadcom has been producing AC chips since January, wireless retail units are not yet cheap enough for the masses.

31 Proprietary and Confidential The Future of Home Networking cont… Home Automation  The Ones we know today  HVAC  Lighting  Security  Devices in development  Smart Refrigerators  Plant Watering  Cofee/Tea maker  Pet Feeding  Webo - Belkin Basically any home appliance that becomes internet enabled Yes this is a homemade internet enabled cat feeder

32 Proprietary and Confidential Questions, Comments and Concerns

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