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RBUA
The Residential Broadband Users’ Association
August 1st, 2001
Rogers Meeting Agenda:
- Network Architecture Issues, Problems and Planned Improvements
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Presented by Dermot O'Carroll, Senior VP of Network Engineering and Operations, Rogers Cable
Presentation Outline:
- Update of current initiatives and network upgrades
- headend CMTS deployments and regional transport network upgrades added much capacity
- Ontario DWDM optical fiber ring now completely in place
- Ottawa to be on the DWDM ring within 1-2 weeks of meeting
- ex-Shaw areas completely converted to run off of @Home's backbone
- backbone redundancy (second fiber route to Buffalo) to be live next month
- third fibre route through Windsor to be up in 2-3 months
- fiber in place to CANIX/TORIX for increased Canadian peering
- DOCSIS deployment
- currently in “field testing” stage
- 100% deployment by Feb/Mar 2002
- Rogers will have full provisioning control over DOCSIS right from the start
- triple redundancy for DHCP and DNS services
- Rebuild of network
- the central portion of Greater Toronto Area to be complete by Dec 2001 / Jan 2002
- Customers abusing the service
- extremely large and consistent downloads (e.g. a gigabyte per day or more, every day) by a small minority of the subscriber base, wreaks havoc on the service for everyone else
- non-casual servers (i.e. high bandwidth, usually advertised, sometimes carrying illegal material) cause similar problems, particularly peak hours
- abuse of the service to the detriment of others will not be tolerated by Rogers; they will first warn and later disconnect abusers upon noncompliance with the initial warning
- disconnection due to abuse is generally a rare phenomenon, since those warned almost always cease their abusive activity immediately
- @Home initiatives
- new e-mail capacity and architecture to be deployed over the coming months
- Conclusions
- all network upgrades and initiatives are now on track and progressing well
- management’s objective is for Rogers@Home to be the best broadband internet service in all of North America
- Customer Service Issues, Problems and Planned Improvements
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Presented by Vic Pollen, Director of Customer Care and Operations, Rogers@Home
- Presentation not given as originally planned
- Time for presentation was turned into a Q&A; period (perhaps 15 minutes in length), where clarifications were sought on RBUA agenda items
- All customer service issues were addressed earlier in the meeting, with the items on the association's agenda
- Any clarifications provided at this point shall be listed within the responses below
RBUA Meeting Agenda:
1. Shaw -> Rogers Cable Asset Swap and Integration
- several major unforeseen problems run into by Rogers when integrating ex-Shaw subscribers and performing congestion relief
- ex-Shaw systems originally had different IP management in place; IP theft was rampant in ex-Shaw areas; some subscribers were using 10+ public IP addresses on their home LANs
- Shaw didn’t use contiguous IP blocks- Rogers does; integration was difficult under these circumstances
- customer provisioning database had to be rebuilt
- major congestion relief for all ex-Shaw areas was supposed to commence in May; was pushed back to beginning of July due to the above issues
- all ex-Shaw areas now completely converted and integrated
- congestion relief done everywhere except for West Hill / McNicoll in Scarborough (requires new fiber to be laid – will be complete by end of Sept, or beginning of Oct, 2001)
2. Mail server issues
- @Home is working with Brightmail to offer an opt-in spam filtering program
- service failures, although far less common than before, are still occurring
- major mail server outage on July 9th the result of an admitted @Home snafu
- outage the result of an "unauthorized" procedure being performed in Redwood City, California
- mail (SMTP) failures reported on July 23rd and July 24th the result of the SirCam worm
- mail traffic was over 2.5x the previous “norm” during propagation of SirCam
- mail architecture will be permanently moving from a regional, distributed topology, to being a completely centralized server farm in California
3. News Server and Corporate Censorship Issues
- news1.rdc2.on.home.com (24.9.0.17) replaced a few days before this meeting; binary retention times should be much improved for subscribers allocated to this server (mainly ex-Shaw)
- new @Home news hub to be deployed very soon on the East Coast; binary retention should be increased all-around
- Rogers will look into the newsgroup censorship issue
4. Disclosure of Information to Customers
- entire subscriber call histories are apparently available and have been available for some time; histories go as far back as the Rogers Wave days
- Rogers will investigate trouble tickets continuing to be closed without subscribers' knowledge or consent
- much to our chagrin, a proper network status page will most likely not be implemented in the near future; this is due to Rogers's concern that their effort would not be duplicated by Bell
- the announcement of outages on Rogers Community Television may not be possible, due to logistical issues; since the end of April, however, scheduled maintainance notices have been regularly displayed on this medium
5. Excite@Home’s Financial Situation
- a contingency plan is in place, so that in the event of Excite@Home's dissolution, subscribers would be unaffected
- Rogers maintains that Excite@Home will survive without any problems
- several large MSO's have a vested interest in keeping @Home operational
6. Backbone, Peering and Redundancy Issues
- Sprintlink's connections to @Home's backbone to be upgraded within 30-40 days
- @Home makes every attempt to route around Bell Nexxia's congestion
- peering at York Mills ended due to the former providers pulling the plug on those connections; site will be used again in the future
- new OC-48 into into building that houses CANIX/TORIX to allow private peering with ex-CANIX participants (i.e. Bell Nexxia, IBM Canada, AT&T; Canada, UUNET Canada, etc.)
7. Cablemodem Provisioning
- all provisioning problems to be cleared up upon full DOCSIS deployment in Feb/Mar 2002
Revisited / Pending Issues
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8. Local Congestion, Saturation and Overcrowding
- recent saturation problems with the OC-48 ring covering SWO / GTA have been fully resolved
- regular segmentation to continue in the ex-Shaw areas
- saturated data segments are immediately flagged and investigated for problems and/or abuse
- Ottawa region to be swept for congestion around the end of this month
9. Customer Support Issues
- Rogers is fully committed to keeping minimal hold times with no busy signals
- all e-mails to support should be answered within 24 hours
- as stated above, the trouble ticket problems will be investigated
- also as stated above, full subscriber call histories are available and accessible by Rogers
10. Compensation / Credit for Faulty or Nonexistent Service
- this issue was not at all addressed due to the pending $75 million class action lawsuit brought against Rogers Cable
11. Additional Server Issues
- Rogers will investigate issue with DHCP servers only responding to broadcast requests
- static configurations are discouraged by Rogers, but are not illegal; DHCP should be used whenever possible
- Rogers cannot be held accountable by statically configured subscribers who lose their connectivity during a resegmentation or IP renumeration
- Rogers will notify many statically configured subscribers via e-mail if a resegmentation or IP renumeration is imminent
- DHCP servers still somewhat unreliable in RDC2, which serves ex-Shaw subscribers; upgrades and additional server deployments planned; extra DHCP clusters will be added
- DNS and HTTP proxies put on separate clusters
- DNS resolution problems unknown before now; will be investigated by @Home
- @Home’s EFnet IRC server was taken offline in Sept 2000 due to abuse; it was never intended for production use in the first place; issue now moot, since @Home subscribers are allowed on many more servers than in the past
12. DOCSIS Details
- DOCSIS modem trial began in July
- DOCSIS deployment to commence in Sept/Oct 2001; each region must first be provisioned before deployment can start
- Rogers currently has no plans in place regarding DOCSIS billing changes
- monthly modem rental fee is pure speculation at this point- nothing is planned by Rogers right now
- service tiers are being looked into, but nothing is even close to being finalized at this point
- modem vendors will be RCA/Thomson, Ericsson and Toshiba
- CMTS is Cisco, DOCSIS 1.0 compliant
- estimated duration of meeting was 3 hours
- on our end, Jason deCourcy arrived late due to traffic and had to leave early; was present for roughly half of the meeting
- on Rogers end, John Tory arrived late due to a concurrent meeting and had to leave early; was present for more than half of the meeting
- due to Mr. Tory's imminent early departure, the association's agenda, which was to be attended to after both of the Rogers presentations, was addressed immediately following Dermot O'Carroll's presentation
- Vic Pollen's presentation was to take place following our completion of the group's agenda, but most of the questions ended up being answered earlier; turned into a short Q&A; session
- on Excite@Home's end, Glenn Beeswanger had to leave early; was present for roughly 75% of the meeting
- any unfamilar definitions contained within this report can be thoroughly uncovered and researched at http://www.pcwebopaedia.com/ and http://whatis.com/
Prepared by Christopher Weisdorf
President and Technical Director,
Residential Broadband Users’ Association
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Major contributions by:
- Bryan Samis, Senior Member, Toronto
- Rob Borek, Senior Member, Kitchener-Waterloo
- Wojtek Zlobicki, Senior Member and Regional Representative, Mississauga and Brampton
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