Tag Archives: Broadband

Broadband Customers Fork Out GBP6 Million Calling For Help

2009 has been another flourishing year for the broadband industry, with consumers spending a whopping GBP2.6 billion on their service. And yet a survey of over 12,000 customers reveals that all is not well in broadband-land when it comes to getting help when things go wrong. Only 1 in 2 broadband customers (55%) are satisfied with the technical support offered by their broadband company and nearly GBP6 million a year is spent calling technical helplines.

In fact, a staggering 16 million calls are made to technical support lines every year, with calls lasting an average of 17 minutes. However, while a number of broadband firms now offer free calls to technical support, at least 1 in 3 customers (36%) still face charges of up to 10p per minute, on top of a 9p call set-up fee, costing up to GBP1.75 for the average phone call.

According to the uSwitch.com survey, nearly six million broadband customers have called for technical help over the last year, with network connection problems cited as the most common complaint – when a broadband service fails to work or is frequently cut off.

General service interruptions are a common complaint for over one million customers, and a further million have reported problems with their wireless router. Customers usually have to call technical helplines at least twice to fix the same problem – just 4 out of 10 customers (41%) have successfully resolved a problem in just one call.

Table 1

Main reasons for calling technical support

1. Network connection problems (37%)
2. Service interruptions (18%)
3. Wireless router problems (17%)
4. Set-up problems (8%)
5. Issues with speed (6%)
6. Other / don’t know (14%)

Source: uswitch.com

Shockingly, customers spend over a third of their time on the phone waiting to be put through to an advisor. On the average 17 minute call customers report being left waiting on hold for six minutes. There are significant differences in call wait times between the broadband companies: O2, which came top for technical support in the survey with 75% satisfied, keeps customers waiting an average of two minutes to speak to an advisor, while TalkTalk, with 56% satisfied, keeps customers waiting an average of 12 minutes. Orange and Tiscali customers were the least satisfied with technical support with scores of 42% and 47% respectively.

Via EPR Network
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New Satellite Broadband Services for Military Personnel and Defense Contractors

TS2 Satellite Technologies company is introducing new satellite link products to the international market. These types of telecommunication products are mainly used by the companies that execute contracts in the Middle East and Asia, as well as by soldiers that are stationed in Iraq and Afghanistan.

New Satellite Broadband Services for Military Personnel and Defense Contractors

“Purchased bands give us unlimited possibilities of configuration and setting any telecommunication connections from the Middle East region and South-Western Asia. We can now build networks of any size on such satellites as Intelsat 10-02, Intelsat 901, ABS-1, ArabSat Badr-4 and NSS-6.” – said Marcin Frackiewicz, the President of TS2.

New TS2 Satellite Technologies http://www.ts2.pl offer is a broadband Internet and corporate networks based on satellites. The operator’s broadband services enable two-way data transfer within the network and simultaneous Internet access. The company provides all dedicated VSAT services for demanding customers: VSAT Private Network, broadcasting services, SCPC/SCPC, SCPC/DVB, MESH services, STAR/DAMA, VSAT Mini Hub Solution and VNO.

‘We provide secure and encrypted satellite connections particularly for the military sector, for any military units, literally in any part of the world, on the national firing ground and during all international trainings.’ – said Frackiewicz. He also added: ‘We have mobile and stationary solutions dedicated to work in difficult conditions’.

TS2 satellite services are used by U.S. Department of State, United States Marine Corps (USMC), U.S. Army Corps of Engineers, Australian Defense Force (ADF), Command of Polish Navy, Air Force Institute of Technology, Lockheed Martin Information Technology, Halliburton Energy Services, KBR, General Dynamics Information Technology, General Atomics Aeronautical Systems, L-3 Communications Vertex Aerospace, and U.S. Naval Research Laboratory.

Via EPR Network
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Cisco Has Revealed The Winners To Its Lifestyles Of The Tech Frustrated Competition

The Lifestyles of the Tech Frustrated competition started early July and offered customers the chance to win a Flip Mino HD Camcorder. The competition closed in August and now winners have been selected. The winners and their stories can be found at our Lifestyles of the Tech Frustrated website. Gerard f r o m Albuquerque – wrote a poem about home networking – and was considered one of the stand-out entries.

Entries ranged f r o m fixing shared printer issues to rogue wireless networks with stories coming f r o m all over America.

Cisco invited entrants to tell their stories that depict the challenges and advantages of home networking. Cisco wanted to hear about what customers use their home networks for and what they accomplish in their lives through technology. The competition also asked how customers’ problems were solved through the use of the Network Magic software.

In response, Cisco customers’ discussed Network Magic and how the home network software has helped them with their home networking nightmares. This feedback will help prove to be invaluable and go towards helping with the future development of Cisco home network management software.

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Over 8.1 Million Broadband Customers (47%) Do Not Know Their Download Limit And Could Be At Risk Of Exceeding Their Fair Usage Policy

The unlimited broadband debacle is still rumbling on, despite Sky setting a precedent for other providers by launching the first completely unlimited service last year. New research from uSwitch.com shows that over 6.7 million broadband users could still be exceeding limits set on ‘unlimited’ packages. Despite calls for greater clarity and transparency, just three major broadband providers currently advertise the real limits on
their services:

•Over 8.1 million broadband customers (47%) do not know their download limit and could be at risk of exceeding their ‘fair usage policy’ – this is up from 7.5 million last year
•70% of major broadband providers are still prepared to disconnect people that exceed limits – even when these are advertised as ‘unlimited’
•Just 30% of major broadband providers are transparent and advertise the true limits of their packages
•6.7 million (39%) broadband users believe the are on a completely ‘unlimited’ package – with just one provider offering a this, many of these consumers could be in for a shock

Despite widespread criticism of the policy of imposing limits on ‘unlimited’ broadband packages, consumers are still being caught out. New research from uSwitch.com, the independent price comparison and switching service, reveals that almost half (47%) of broadband users don’t know the limit on their service. More worryingly, over a third (39%) believe that their broadband package is unlimited and could be opening themselves up to disconnection if they unknowingly exceed the provider’s limit.

It is over two years since uSwitch.com started campaigning against broadband download limit transparency. During this time, Sky set a precedent for other broadband providers by launching the first completely unlimited service. Other providers have failed to follow suit and offer their customers ‘true’ unlimited downloads. The majority of broadband providers are still using the term unlimited and still baffling broadband users by setting limits on their packages. Just three of the major providers, Sky, TalkTalk and AOL, actually publicise official limits.

The unadvertised limits attached to broadband packages can be restricted by providers through ‘limiting’, which is simply limiting the level of downloads and ‘traffic shaping’. Traffic shaping restricts the speed at which you can download certain types of media and restricts the activity that can be performed. This only demonstrates further confusion to the millions of broadband customers in the UK.

The research also shows absolutely no change in the percentage of consumers who are misled, misinformed or just mystified. However, with greater take up of broadband, these percentages are translating into increasing numbers of consumers. 8.1 million broadband customers (47%) do not know their download limit – up from 7.5 million last year – and 6.8 million broadband users (39%) could be exceeding limits set on ‘unlimited’ packages – up from 6.2 million last year.

The Digital Britain report revealed that 2Mb/s broadband should be accessible to all by 2012 and it is predicted that the amount of broadband users are expected to soar. With video applications and services such as the BBC’s iPlayer, ITV and 4OD catch-up becoming more popular with consumers the unlimited issue is only set to continue. Nearly one in four (23%) people with internet access claim that someone in the household watches TV Online, up from 17% in 2008. A total 65% of UK households have a broadband package, an increase of 7% year from 2008. With the increase in the number of people using online services and the demand for downloads increasing there is a real need for greater transparency regarding download limits.

Unfortunately, broadband users are still completely unaware as to how much their activity adds up to in terms of their overall usage. Even activities such as uploading files can contribute to their ‘acceptable usage’ and could cause users to breach the threshold set by their supplier. This means that broadband customers are in danger of having their services limited, suspended or even terminated by their provider.

The issue is compounded by the Advertising Standards Authority (ASA). It currently allows providers to describe services as ‘unlimited’ even if there is a fair usage cap, as long as it is detailed in the small print. If consumers are not vigilant enough they could get a nasty surprise if they inadvertently break the rules and max out their so-called ‘unlimited’ service.

Via EPR Network
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Cisco Launches Contest For Consumers To Share Their Home Networking Experiences

Cisco has launched a new writing contest called ‘Lifestyles of the Tech Frustrated’, which will run until August 16, 2009, which asks customers of home networking products to submit a 500 word story of their experiences in setting up and managing a home network.

networkmagic

Cisco is asking users to share their networking nightmare stories and how they solved their problems using Network Magic software or other networking solutions. The top 10 entries as deemed by a panel of judges will win a Flip Mino HD Camcorder valued at $229.99*.

Cisco is inviting entries to tell their stories which depict the challenges and advantages of home networking. Cisco wants to hear about what customers are using home networking for and what they accomplish in their lives through technology.

To enter the contest, participants can log on to the Lifestyles of the Tech Frustrated home page and fill out the registration form. The contest is open from July 2 to August 16, 2009 to all legal residents of the United States and the District of Columbia who are at least 18 years of age.

Cisco Network Magic is a home and home office network management software solution which provides software tools to help users set up a home network without the associated hassles of the task. The software programme helps enable users to connect up their devices such as routers, PCs, printers, media hubs, media adapters and internet cameras. Users can also control access to the internet and track online activity to ensure no users are abusing their privileges.

Network Magic also protects networks with enhanced WPA security capabilities and status alerts to block intruders and warn of any attempts from unauthorised sources. Network Magic can also help to repair network and Internet connections to keep everything running smoothly and optimize productivity.

*MSRP at time of going to press. Actual prices may vary.

About Cisco Systems:

Cisco (NASDAQ: CSCO) is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Cisco’s vision for the consumer is to enable people to live a connected life that is more personal, more social, and more visual. More information about Cisco and its line of consumer products can be found at www.linksysbycisco.com and www.cisco.com/consumer.

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BT Plans Communication Integration To Reduce Mobile Costs For Small Businesses

BT has announced plans to integrate the BlackBerry Mobile Voice System (MVS) technology from Research In Motion (RIM) with BT Communications Complete (based on the Cisco Unified Communications 500 Series platform).

The planned new offering will enable BlackBerry smartphone users to take advantage of Wi-Fi networks in the office for voice calls. The solution enables users to switch from Wi-Fi to cellular networks, even in mid-call, allowing small to medium-sized business to reduce mobile airtime costs and be more productive.

Business users will be able to enjoy all the out-of-the-office conveniences of their BlackBerry smartphone – access to contacts, calls, applications and email anywhere – when they are in the office, but without the usually higher mobile airtime costs.

With features like a single voicemail box, the development will also eliminate the time wasted listening to and answering messages on multiple voicemails – making users easier to contact and potentially giving them quicker response times to customers and colleagues’ queries.

Users can choose to be contacted using just one number and, by incorporating BT’s One Plan Plus into BT Communications Complete, firms can make intra-company calls (including mobile calls) without incurring call-forwarding charges.

“The solution will enable the delivery of unified communications tools for small to medium-sized businesses, which previously only benefited larger firms,” said Bill Murphy, managing director, BT Business. “Technologies that better integrate key business processes, reduce costs and keep workers in touch with customers regardless of location, help firms to operate more effectively and to be in better shape for the upturn when it comes.”

“Small and medium-sized businesses have the same concerns as all of us – driving down costs and delivering a better customer experience. Unified communications can support those two objectives. The new service will bring together the strengths of all three companies – Cisco, BT and RIM – to deliver a great offer for companies of all sizes,” said Rick Moran, vice president of marketing, Cisco.

About BT
BT is one of the world’s leading providers of communications solutions and services operating in 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to our customers for use at home, at work and on the move; broadband and internet products and services and converged fixed/mobile products and services. BT consists principally of four lines of business: BT Global Services, Openreach, BT Retail and BT Wholesale.

In the year ended 31 March 2009, BT Group’s revenue was £21,390 million. British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.

About BT Business
BT Business understands the challenges that businesses face in the current climate, and supports cost control, improved productivity and winning business through product collections including business broadband & internet, domainsweb hosting, data & voice networks, IT support and mobile services.

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HughesNet Launches $100 Nationwide Referral Rewards

HughesNet, the nation’s leading provider of remote broadband satellite network solutions for consumers, businesses and government, today announced the launch of its new “$100 Nationwide Referral Rewards Program.” The program allows current HughesNet customers in good standing to earn $100 for every person they recommend who signs up for a Hughes Net satellite system through Nationwide Satellite. Any current customer with an active account for more than 31 days can qualify for the $100 referral rewards. Rewards are distributed after the new customers have similarly signed up for the system through Nationwide Satellite and have maintained their account for more than 31 days.

The program was developed as a “thank you” to HughesNet’s most valued advertising source – its own customers. They realized that existing HughesNet customers refer many new customers to HughesNet. There is no better way to get the word out about HughesNet than by word of mouth from happy consumers. So, the Nationwide Satellite Referral Rewards Program was developed to encourage and reward current customers for bringing in new business.

With the program in full swing, now there is no need for anyone to remain stuck with slow dial-up access to the internet. Hughes Net is a broadband internet access solution available to anyone, anywhere in the U.S. This includes small towns where cable, fiber or DSL is not available. All that is required for the satellite service to work is a clear view of the southern sky.

Indeed, lack of cable access is still a problem in many smaller, rural areas of America. Western states, such as Arizona, Nevada, New Mexico and even Texas have large areas of land where satellite access to the internet is the only practical method other than by telephone.

Customers looking to sway their friends on signing up for HughesNet have plenty of advantages to recommend. HughesNet uses advanced, two-way satellite technology for its web services. The result: Super-fast, always-connected reception. Dialing up, logging on and waiting around are completely eliminated.

HughesNet allows its members to surf the internet at incredibly fast speeds. Speed is vital these days, especially when working from home or managing a small business from anywhere.

Hughes Net offers a variety of advantages:
• Two-way, always-on Internet connection
• Surf and open web pages instantly
• Download large files in minutes, not hours
• Enjoy Internet music and video
• Network to multiple computers
• Plans for Home or Business use from $59.99/mo
• Customers can Get started today for as little as $99 down
• HughesNet is fully compatible with Windows and Macintosh operating systems
• Service available everywhere – especially areas with no cable or DSL service

With high-speed, wireless satellite internet from HughesNet, users are not subject to deciding whether to use the internet or talk on the phone. They can finally do both, and join nearly everyone else in America who appreciate high speed convenience.

Submitting a HughesNet $100 Referral Reward to Nationwide Satellite is easy. The current customer simply fills out the online customer referral form at Nationwidesatellite.com. Or, a referral form can also be printed out and mailed to Nationwide Satellite.

Marley Masters is a Nevada-based author of articles regarding the telecommunications industry, especially with HughesNet. He has written various articles in the past for HughesNet and similar companies for many years.

He is the recipient of several awards for high-tech writings and his work as appeared in many major industry and consumer journals. He is also a fiction writer and frequently writes about the effects of the internet and satellite communication on human civilization. Mr. Masters is married to Joan Masters. They have three children, Ian, Ellen and Roy, as well as two German Shepherds and a Siamese cat named Elmo.

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Welcome to EPR Telecom News

EPR Telecom News is a new blog, part of EPR Network, that is going to be focused on and will be covering the telecom news and stories from press releases published on EPR Network.

EPR Network (EPR stands for express press release) is one of the nation’s largest press release distribution networks on Web. The EPR’s nationwide network includes 12 State based PR sites, one major PR forum and a number of industry specific PR blogs and what started as a hobby on Internet years ago turned out to be a rapidly growing business today. EPR Network is also known as one of the most trusted (human optimized, published, edited and monitored, spam/scam/low quality PR content free) PR sites on the web with more than 10,000 company and individual press releases distributed per month. EPR Network is putting your press releases on top of all major search engines’ results and is reaching thousands of individuals, companies, PR specialists, media professionals, bloggers and journalists every day.

EPR Network has thousands of clients around the world including global 500 corporations like Hilton Hotels, Barclays Bank, AXA Insurance, Tesco UK, eBay/Skype, Emirates, just to name a few. The network’s PR web sites are currently reaching from 150,000 to sometimes 500,000 unique visitors per month while our viral reach could possibly go to as much as 1M people per month through our presence across various social media sites. EPR Network was established in 2004 and as of May 2008 it had more than 800,000 press releases (pages) published on its network.

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