WEHCO Video: Transitioning to a New Managed Broadband Service Provider
WEHCO Video operates cable systems in four southern states, where they provide Cable TV service, Broadband access, and digital voice to their subscribers. WEHCO Video’s parent company is WEHCO Media, which also owns and operates several newspapers.
Problem: How To Transition to a Better Service Provider with Minimal Customer Impact
In 2010, WEHCO Video was looking for a new provider of managed broadband services. The company they had used for several years was acquired and they were not happy with the level of service from the new provider. WEHCO had been relying on the provider primarily for provisioning of cable modems, diagnostics software for their cable modem network, as well as email services and support for their data subscribers. After the acquisition it became apparent they would not be receiving the level of customer service and engineering assistance they were accustomed to. Also, the diagnostics software they had been using was no longer being actively supported.
Solution: Keys to a Successful Transition – Detailed Planning & Close Collaboration
Over several meetings in the months before the conversion, Scott and Buddy became immersed in the technical aspects of the move, and spent an extensive amount of time studying each system. As part of that process they worked closely with Bob Young, WEHCO’s Vice President of Engineering. “I was very impressed with Scott and Buddy, and the time they put in beforehand to map out all the details of each step in the transition.”
Spillway Communications: Increasing Bandwidth for Broadband Subscribers
Spillway Communications is a family owned Cable TV and high-speed Internet provider located in Maringouin, Louisiana. The company was started in 1981 to address a need for better TV service in the area. As their video service became more popular and word spread locally, Spillway Cable started serving other nearby towns who also wanted access to cable TV. The company added Internet service in 2000, and today Spillway provides video and broadband services to four different parishes in Southeastern, Louisiana.
Problem: Bandwidth Congestion During Prime-Time Hours in the Maringouin Headend
Like many Internet providers, Spillway Cable was experiencing some growing pains related to the popularity of their own service. They were signing up more customers, which is always a good problem to have. In addition, the average subscriber was transferring more and more data across Spillway’s network.
Solution: ZCorum Multiplies Available Bandwidth by Dividing the Cable Plant
Cliff Greene, Technical Manager at Spillway, knew that he could call on ZCorum for help. The problem was sized up by Buddy Bertram, ZCorum’s Director of Technology, and he made a trip out to Spillway to implement the solution.
San Bruno Cable: Reduced Costs and Better After-Hours Support for CATV Subscribers
Founded in 1971, San Bruno Municipal Cable Company is a small, local service provider located in San Bruno, California. The city of San Bruno provides cable TV and Internet service to the community. Some of the services they provide include digital cable, high speed internet and digital phone services.
Problem: Lack of Immediate After Hours CATV Support
One area they knew could be improved was the level of support their cable TV subscribers were receiving in the evenings and on weekends. The company that was providing Internet services only provided support for those services. Another company assisted with television support for after-hours and weekend support for CATV. However, according to Steve Firpo, Business Manager at San Bruno, they were essentially acting as an answering service.
Solution: San Bruno signs with ZCorum and Improves After-Hours CATV Support Services
San Bruno compared the capabilities of their current provider and the other companies they were evaluating, along with the willingness and ability of each to handle CATV support. It was clear that ZCorum was the best choice. They would be reducing San Bruno’s overall cost for managed broadband services, plus they would be able to greatly improve the level of support that their CATV subscribers would receive.
ZCorum’s Engineering Team: Princetown Cable’s Winning Combination
Princetown Cable is a service provider located in eastern New York. They offer cable television and broadband cable Internet services to subscribers in the Schenectady area, fifteen miles northwest of the state capital of Albany.
Problem: Missteps During Circuit Provider Transfer
On the afternoon of the transfer the new circuit provider assured Jim that all processes had been completed and the switch to their service could begin. Jim contacted the current circuit provider just before the end of the business day and requested that services be discontinued. Unfortunately, when the old circuit was turned off, it became quickly apparent that the new circuit provider had not completed all internal processes for the transfer to actually happen. Because of the new provider’s missteps, Princetown Cable was facing an outage that could have lasted for days.
Solution: ZCorum’s Engineering Team Takes Control
Getting the old circuit turned back up in a timely fashion was not feasible. Jim was well aware of the impact an extended outage would have on his subscribers and his business, so he immediately reached out to ZCorum’s engineers for assistance.