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Kat Stewart

July 7, 2015


Industry News

See How Chapman Partnership and Comcast Are Closing the Digital Divide

July 7, 2015

Having broadband Internet access enriches the lives of those who have it . They can stay connected to friends, find health care information, or learn about the history of automobiles. But those who don’t have access are at a disadvantage, unable to access the wealth of information and opportunity found online.

The cable industry is committed to helping close this digital divide and partnering with community organizations across the country to help educate families about how the Internet can open their world to new opportunities.

The Chapman Partnership in Miami-Dade County, Florida is doing just that. Along with Comcast, they’re showing participants how broadband can improve lives.

Since 1995, the Chapman Partnership has helped thousands of men, women, and children transition from homelessness to self-sufficiency. Chapman Partnership provides a comprehensive support program, through on-site services and partnerships, including emergency housing, meals, health, dental and psychiatric care, day care, job training, job placement, and assistance with securing stable housing.

Watch this video to learn more about how the Chapman Partnership and Comcast are working to close the digital divide.

Learn more about the cable industry’s commitment to closing the digital divide.

John Solit

@johnsolit

July 2, 2015


Industry News

Wi-Fi on the Fourth of July

@johnsolit

July 2, 2015

Have a happy, healthy July 4th!

Fourth-of-July-063015


Broadband & Internet

Infographic: Broadband Speeds from Singapore to California

@juliannetwin

July 1, 2015

According to data from Akamai, the U.S. is home to ten of the top twenty fastest regions in the world. 

130104_ncta_connection

NCTA

June 30, 2015


Industry News

How Smartphones are Improving the Cable Customer Service Experience

June 30, 2015

In his recent LinkedIn column, “State of the Cable Industry: How We’re Changing the Stereotype of the Cable Guy,” NCTA President & CEO Michael Powell said that turning around the industry’s customer service reputation is a huge priority and one that companies are committed to, and investing in. We’ve all seen the stories and surveys which underline the challenges – certainly not something we enjoy reading – but it’s also important to highlight the improvements that are being made and the new techniques are being implemented. After all, the number of hours that American consumers watch TV and use the Internet is only increasing. When services have glitches, customers are looking for quick, helpful solutions.

Many cable companies, for example, are leveraging smartphones and tablets to not only provide better products that can be used far from the home, but to prevent technology problems before they even begin.

If you are a Time Warner Cable customer, you can now check on the status of the equipment in your home with a few swipes on a smartphone or tablet. Time Warner Cable in 2014 re-launched its mobile app for iOS and Android to, among other things, let customers troubleshoot their cable and Internet equipment.

“If your modem is off-kilter or your set-top box is acting up, the app lets you go in and look at diagnostics on your phone in real-time,” says Eric Burton, a Group VP at Time Warner Cable. From there, “You can determine whether it’s something you can fix yourself by initiating a re-set, which you can do with the mobile app, or if you need to talk to us.”

Time Warner Cable isn’t the only company using smartphones to make customer service better. When Suddenlink technicians are on a job in a customer’s home, their iPhones are tied into the company’s workforce automation system, which automatically checks the health of that customer’s equipment. The system helps Suddenlink techs know everything inside and outside of the house is working properly before they leave a customer’s home.

And take a look at Sjoberg’s, a small Minnesotan cable system, who’s field technicians use their iPhones to check an app that helps them to locate issues in the field. After it’s been determined that there’s a problem, the app can establish, for example, that the issue is about 700 feet from a modem or some 1600 feet from a cable modem termination system, a piece of equipment usually located in a cable system’s headend.

“The phone app is like radar,” says Richard Sjoberg, the ISP’s CEO. “Instead of being in an area that’s one-mile square, you have it nailed down to a much smaller area, so you know where to start looking. That cuts down outage time and makes our crews more productive.” And with more and more customers relying on their home Internet for business, quicker resolution of system issues is paramount.

Using smartphones to improve the customer experience is just one way in which cable companies are working to fix this problem, but there are more.

Come back to platform, where every other Tuesday we’ll be publishing another story on how cable is working to fix the customer experience so you can get back to working, watching, chatting, and everything else you love doing with cable.

John Solit

@johnsolit

June 26, 2015


Broadband & Internet

Behind the Numbers: Where American Broadband Stands

@johnsolit

June 26, 2015

This week Akamai released their latest State of the Internet report with updated broadband speeds from across the world. The report revealed that three of the top five fastest regions worldwide are US states. Peak broadband speeds in the US increased 31 percent year-over-year to 53.3 Mbps. We highlight average peak connection speeds because Akamai contends it’s a better, more accurate measure of the Internet’s capacity than average connection speed. The map below shows where to…

NCTA

June 25, 2015


Industry News

New Energy Conservation Agreement Reached for Broadband Equipment

June 25, 2015

Today, NCTA and CEA announced a new voluntary agreement among major equipment manufacturers and companies representing 90 percent of the residential broadband market to improve the energy efficiency of routers, modems, and certain other devices (collectively known as small network equipment, or SNE) that consumers use to access the Internet. You can get the details here, including the full list of signatories, but the…

John Solit

@johnsolit

June 24, 2015


Broadband & Internet

Today's Specials Include Incredible Television

@johnsolit

June 24, 2015

Today, you can watch premium TV with a cable package, through OTT services like Netflix and Hulu, or by buying single episodes and full season passes of your favorite shows on iTunes or Amazon. No matter how you watch it, it’s going to be great content. But if you’re looking for value, the way to go is…