Re: (PM) Modem Code

FamilyNet Tech Support (tech@alpha.familynet.net)
Thu, 8 Apr 1999 17:02:57 -0500

We have problems with the PM3 and older modems too. One customer was using
an older USR Sportster 28.8 and can connect only 1 out of 12 times (but
"ALWAYS" connects to MSN -- I can't tell you how many times he has told us
that :-). Some people have problems connecting the first try (it usually
works if they try again). The most stable modems with the PM3 tend to be
based on Rockwell chipsets (don't have many lucent chipset modems
available..but they may be better :-), but only the newer versions (with the
correct v.90 code). We did notice an improvement in customer complaints
when we switched to ComOs 3.8.2, but problem reports still keep coming in.
I think that maybe we should find the best modem (v.90) and bulk-order a
case of them and give them away to our customers when they complain. Humm..
but then there is the installation support calls that you would have to
take... any guesses on when 3.9 is due out? <gr>

Jason A. Cox
Family Net, Inc. - jason@familynet.net
(918) 663-7134 - FAX (918) 663-7136
7935 East 57th Street - Tulsa, OK 74145

----- Original Message -----
From: Troy Harris <tharris@digitaldune.net>
To: <portmaster-users@livingston.com>
Sent: Thursday, April 08, 1999 11:58 AM
Subject: Re: (PM) Modem Code

> I disagree. From my point of view, something is seriously wrong with the
PM3
> modem code. I'm sure it works fine for MOST people, but in our town it is
a
> different story. We see massive modem problems with our PM3s. You say it
> might be that we just have bad copper? Well, we recently moved our offices
> to a new part of town and our PRIs go through a totally different CO
now...
> Still the same problems.
>
> Our competitor just recently switched over to PM3s and they lost a ton of
> business because of so many people not being able to connect with the new
> modems. Of course when they tried to signup with us, they had the same
> problems. Our other competitors running Total Control or Accend NASes have
a
> much higher success of working with various modems.
>
> I guess I might have made that out to sound worst than it really is. For
> most of our users, everything is fine and we get better connect speeds
than
> our non-PM3 competitors. But I would say we lose about 10% of new sign-ups
> because of modem problems and another 10% have them, but stick with us for
> one reason or another.
>
> I'm not saying that the modem code is totally useless, but I just don't
> think it can handle bad phone lines or bad modems as well as the
> competitors. It is no secret that the PM3s have flakey code, lots of
people
> at ISPF were joking about it, so I would suggest that Lucent start working
> on this problem if only for PRs sake.
>
> Troy Harris
> Digitaldune Networks

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