Archive for November, 2009

Twilight New Moon!!!!!

Tuesday, November 24th, 2009

Has nothing to do with this post. In fact, I haven’t even seen it. This is just an example of how the ratings of a website can be inflated using the power of keywords. I’m betting that the number of people that read this post will double just by mis-direction of a title of a blog post. Of course a readership of two would be amazing so lets see what happens.

So how about this instead: Say you’ve just clicked a link to read a movie review and instead of the review you were hoping for you get “Cannot connect to website.” What’s the first step? If you’re running on com(*&^ a major internet provider’s network, it would seem the appropriate call would be to the support line to complain loudly! Not really -  the true cause of internet access more often than not is the equipment in a customer’s house. Typically, large providers will see that the line into the house is up and wish you a pleasant day and ask, via script, “Has X-corp has addressed all of your concerns today?” Of course they haven’t.

All they care about is that the line to your house is functional. That is where their concern ends. All you care about is accessing the web to read all about Robert Pattinson. The line into the house and the modem connected to it is where any ISP has to draw the line. This line, in network speak, is call the DMARC. The reason that line exists is because no ISP can know every combination of equipment that occurs past the modem (not even the über-awsome amazing Indra’s Net). Bearing in mind that our responsibility, like any ISP, officially ends after the modem, we do try to go the extra mile. Many of our customers know the amount of time that we spend trying to apply all that we learn to their home equipment to try to get it running and connected. I believe this is the difference between a local ISP and the “puppy-mills” of the internet connectivity world.

So the next time you can’t get to your favorite pictures of Anna Kendrick or Kristen Stewart, try rebooting your modem then your router as a first step. If that fails call your friendly local ISP; Indra’s Net!

I expect to hear plenty of teen angst vented against me for wasting time you could spend musing on Taylor Lautner‘s abs. Vent quick and return to the sea of web reviews before you’re skin sparkles and gives you away.

OMG, streaming movies!

Tuesday, November 17th, 2009

It’s finally happening - people are starting to watch movies online.  I know, I know…everyone has been streaming and downloading video for at least a few years now, right?  There’s video all over the net.  Every third blog post has an embedded video.  There’s YouTubeVimeo, and video podcasts.  There’s PlayStation Network, Xbox LIVE Marketplace, and Amazon VOD.  Folks are streaming to their TiVos and everyone has Rokus and Windows Media Center Home Theater PCs and Apple TVs.  Forget timeshifting cable with your DVR…everyone gets their TV via hulu or Boxee anyway.  Who needs Blockbuster when your new coffeemaker does Netflix Streaming?  iTunes!  …or, for the more frugal, Bi*Torrent!  Clearly, everybody’s been downloading and streaming movies and TV more or less constantly for some time now, right?

Nope.  The number of conduits for movies and TV over the Internet may have proliferated greatly in the last year or two, and streaming may be as familiar as cable to the geekier among us, but most normal humans haven’t been getting their new releases or favorite shows via their Internet connections.  I know, because I see how much data they download.  And I talk with other network operators who see how much data their users download.  And we compile aggregate stats on things like bandwidth usage patterns over the course of the day, protocol breakdowns showing streaming traffic rates at any given time, target analyses to determine how much traffic we’re pulling from Amazon’s servers or Apple’s Akamai nodes, etc.  There just hasn’t been that much movie and TV traffic.  …that is, until recently.

Streaming TV and especially streaming/downloading movies seems to have gone mainstream.  Over the past 6 months, we’ve seen a steady increase in streaming traffic of all sorts, but particularly in our upstream ingress traffic between 6 and 9pm, which has tripled.  That time period now represents the largest daily bandwidth peak we experience, and unlike most other traffic peaks in our upstream usage, this “streaming movie” peak is exacerbated on the weekends (a relatively sure sign of what’s going on).  Other ISPs are seeing similar trends.

The vast majority of our connectivity customers have 1.5Mbps or higher speed DSL connections.  More than a third have 3Mbps or better.  1.5Mbps is acceptable for real-time streaming of a standard definition movie.  3Mbps is about the minimum for streaming a 720p HD movie.  I fully expect to see more and more movie streaming and downloading from our users, particularly during and around the traditional prime-time period in the evenings.  As streaming video becomes increasingly popular, large ISPs will likely respond more and more with bandwidth caps and/or outright metered usage.  Indra’s Net has no plans to move in that direction, though we will be purchasing additional upstream capacity to satisfy this new demand for bandwidth.  It will certainly be interesting to see how this new model for entertainment distribution plays out over the coming months and years, and I will provide additional details about the movie and TV traffic we’re seeing (always anonymized in aggregate data, per our privacy policy) in a future post.

Sales and Self-discovery

Monday, November 9th, 2009

For the majority of my nearly 42 years of existence, I have had a singular impression of salespeople. One of my earlier and most vivid memories is that of my dad shopping for a new car, an experience that lasted several hours and eventually ended with the terrifying image of his 6’4″ 250 pound frame lunging at the salesman in an attempt to get back the “missing” keys to the car we had intended to trade in. (In all fairness to the salesman, that memory probably has more to do with my father than him, but that’s another story.) The Eugene Levy scene in Vacation, pretty much every scene in Glengarry Glen Ross, aggressive salesmen repeatedly bursting through the door of my childhood home, the sight of my father nearly sending the car salesman to the hospital… I developed a very negative impression of salespeople and the general concept of sales. So naturally I decided that after a decade or so of focusing on customer service at Indra’s Net, I should become a salesperson.

The transition was objectively interesting and subjectively awkward. I tried several “salesy” techniques: using a louder voice than usual, visualizing the kill, overemphasizing our strengths and omitting our weaknesses, wearing a 3-piece suit from dawn to dusk, calling prospects back every day, and other tacks that felt unnatural. Not surprisingly, I didn’t close many sales. Eventually I stopped trying so hard and started talking in my normal voice, being honest about our strengths AND weaknesses, wearing comfortable clothes, and giving prospects the time and space to consider our services and whether or not Indra’s Net was a good match for their needs. Not surprisingly, I started getting a lot of callbacks and closing a lot of sales.

I guess when mom encouraged me for all those years to simply be myself, she really knew what she was talking about. I just didn’t know she knew so much about sales.