@Orcon, Should I Stay or Should I Go?

Life used to be so easy when it was just Telecom who looked after landlines. Now when something goes wrong it’s all like, “your call is really important to us and is there anything else we can do for you?” BUT:

Our connection, which is unbundled, (so there is no dial tone and if the Internet is down, so is the phone) started playing up on Friday. Saturday it was on and off intermittently. I rang the nice man at Orcon who said that they would put a monitor on the line and he could see that it had disconnected about 9 times so far that day. So there was definitely a problem.

He said they would monitor it for 24 hours and see if they could find the problem. I was OK with that. I’m not an unreasonable person.

But I never heard back from them and it continued to be on and off all weekend until this morning, as I was trying to sort out emails and confirm my hydrotherapy for midday for my back injury, it all died. No phone, no internet.

So I rang them again and told them I suspected it could have been something to do with the company who looks after our water who had done some repairs for a neighbour and I asked if anyone else had any problems. “No” they assured me, Chorus had not advised of any other problems.

So they said they would try to get someone on to it today BUT:

• If it was on our property, it would cost us $130 for them to locate it.
• If they had to come inside and fix something it would be $230; and
• If I wasn’t home when they had to come in to check it out, and they therefore couldn’t come in, they would charge me $130.

So I had to cancel my hydrotherapy which I had been looking forward to. If you’ve ever had a serious back injury, you know how good it is to be in water and not have gravity pressing down on those bulging disks. The therapy is very important and I am doing it to either avoid serious surgery, or at worst be strong for a speedy recovery if I need it. I don’t need the stress on top of the pain.

 I went up to the end of the driveway to see if there was anything obvious and found an engineer who was working on a fault for my next door neighbour who apparently had reported problems since Friday and also had no Internet or phone!

The problem is that her account is with Vodafone and it seems that the left hand doesn’t know what the right hand is doing. With so many companies busy clipping the ticket of old copper wires, you have to wonder what happened to the ‘Kiwi Share’.

Given that I couldn’t go and do my physio, I got my daughter to stick around so I could at least go for a walk around the block and not get ‘fined’ if Chorus needed to get into the house.

When I got back I learned that yet another neighbour also had no phone. He didn’t report it because he knew that Chorus were working ‘on the line’. But he was with Spark, who don’t share information with Vodafone, who don’t share information with Orcon. It seems that internally Chorus don’t escalate things unless they are widespread, so they treat each call from the various ‘providers’ as isolated events.  My third neighbour didn’t realise that if he didn’t report it, nobody would know he had no phone or Internet and it wouldn’t get sorted.

So he is now ringing Spark and between us we don’t know if there are any other neighbours with a problem.

I did get a nice email from Orcon  saying “We’ve Got This’ and suggesting that I might want to reboot my modem as this often solves ‘problems’. I was thinking more that the telecommunications systems of virtual telecommunications providers might need solving.

I replied to the email from Orcon telling them how annoyed and frustrated I was with all the advice of what everything could cost me, when I know the problem is not on my side of the network. I then got a nice automated response telling me that they usually deal with issues within one working day and there were a couple of websites with “loads of answers for some of the most common questions”.

Next thing you know, as I am writing this, a Chorus wagon comes down my drive with another engineer who apparently knew nothing about the first engineer that had the plinth off, working on my neighbour’s line. No wonder they need so many lots of $130. I can’t imagine the overhead this all takes.

What I also don’t understand is why so many people have to be manually engaged in help-desks (at least one for each brand), manual testing and logging calls whilst not communicating with each other. Why doesn’t the network have some sort of intelligence that monitors lines and reports faults and outages?

I’m not being silly here. My first job was as a Technical Service Officer and I was the guy on the other end of ‘Faults Service’. I was highly trained and given a very thorough knowledge of all aspects of telecommunications. Now that was a long time ago and the systems were already reasonably sophisticated.

It was very easy to run ‘line tests’ and if there was a fault, we could usually see what type of fault it was from the ‘Test Room’ and what type of person (faultman, lineman, cable jointer etc) we would need to send out to check on the problem. The types of tests they do today are not dissimilar because much of the country still uses those same copper cables that haven’t been replaced in many decades.

I explained to the new Chorus representative what had happened. He went and had a look and eventually came back and told me that there was a problem in the neighborhood and that he would  report it to Chorus so they could send the right kind of engineer, probably tomorrow.

He also said that for a small monthly fee I could have a service agreement maintaining the telecommunications system on the inside of my property and house. I have never had a single problem in my house except for faulty Orcon routers! With today’s systems I don’t need to use the slick Cat 5 cable system my house was wired with, everything is wireless. I don’t use any of the other jack points. They are now redundant.

So now, he has told me they will hopefully send someone else out tomorrow!

So what do you think? Should I stay or Should I Go Now. Isn’t it ironic that this song is by The Clash.

I just got a text message saying the first available technician will be booked to look at my problem tomorrow. They had better come before my dentist appointment. They charge a lot more than $130 if you cancel on them.

Am I being unreasonable? Can one of the other Telcos do better? They know how to charge and threaten with additional costs, but what about compensation for me, including mobile data and lost time?

 

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Smart Wallet Coming from Google

The Smart Wallet is coming says the Herald this morning.

I’m sorry but I have to laugh. A number of us have been trying to convince Vodafone and Telecom in New Zealand to do this for years. All I used to hear was ARPU and its not core business, while I was saying imagine having half a percent of the revenue. It’s a ubiquitous device people, your mobile is the only thing you always have on you, perhaps besides your wedding or engagement ring.

Ericsson had a proof of concept drinks vending machine in Auckland where you could  text for a drink at least 15 years ago. New Zealand used to be a centre of excellence for Voda back then. NZ was the first to mass adopt EFTPOS in the world, many other firsts, but then we fell asleep. ARPU doesn’t just have to be about data and voice revenue people. Ask eBay what business they are in, its not selling products, its financial services and transaction facilitation, I’m sure they say it better.

Sometimes its hard getting people to listen at the bleeding edge, but imagine if you had listened way back then, which was before Google sets up workspace in Susan Wojcicki‘s garage!

I remember loads of coversations with people like Adam Clark at M-Com, going back even to our days at Advantage back in the late 90’s, along with other members of the Wireless Data Forum where we worked hard to try to drag people into the future such as in this Herald story from the turn of the millenium.

Sorry folks its soap box time. We have so many clever people in this country and yet our leaders don’t recognise the opportunities to cash in on their expertise and knowledge. Years ago we lead the world in many ways including banking  and financial systems, EFTPOS, retail barcode scanning and much more. We still have the expertise, but we seem to have dropped into a spiral of this is the way we do business, its prudent, reliable and safe. Or perhaps they are saying that ots too late because Google is already doing it. But guys, we told you to do it before Google existed. Google isn;t forever and it doesn;t mean that noone can get great ideas of the ground.

If you follow publications like Harvard Business Review, Futurist Magazine and other forward looking publications, they will tell you that your greatest assets are your people, your staff. When was the last time you sat down and asked them what they thought, right down to the intern who’s pushing the mail cart? Why do so many people leave their companies because they feel they can do it better? Recent surveys say half of Kiwi workers want to leave their jobs. It wasn’t all about pay as the following quote shows:

“Asked what they most wanted to improve about their workplace, employees’ top gripes were “systems and processes” (41 per cent), communication (39 per cent), and rewards and recognition (38 per cent).”

There are those who make things happen, those who watch things happen and those who wondered what happened. There are also those who said it would happen but couldn’t get people to pay attention until after it happened. Of course being first doesn’t mean being best or being dominant.

Now as to testing with NFC. I watched a demo with NFC in the Netherlands in 2009 and it was cool. There were 2 phones in Europe at the time that had NFC, both from Nokia. Now that Vodafone is going to have a look at NFC in NZ, how many models of phone do we have that support the technology today? How long would it take before an early majority of people had a capable device? Just because Google is looking at NFC, does that make it the best technology? Are there alternatives? If we were best placed to implement mass adoption of EFTPOS and bar code scanning, could we be well placed for m-Commerce on mobiles? Ask Rod Drury or Adam Clark.

I’m just saying……………

Blogfade and Android Mobile

First of all I must apologise for the Blogfade. Over the last few weeks I’ve bought a new house and sold my own one which has caused a lot of stress and taken a lot of my time. Assuming that my sale goes through tomorrow, I wil be moving this weekend and life will get back to normal.

I’ve been busy on a lot of projects lately, one of which has been working on developing channels for GeoVector’s World Surfer product.

Worldsurfer is a location based application that runs on iPhone 3GS and Android mobiles which incorporate both GPS and Compass, which opens up a whole new world of possibilities.I have to say that even though the G1 I’m using currently is 1st generation Android, the combination of GPS and Compass is remarkably accurate. I suspect it is also using cell tower triangulation. It has my street address exactly correct even though I am inside my lounge, whereas my old phone using just Vodafone cell towers had my kitchen in one suburb and my lounge in another and I assure you my house is not that big.

The concept for this solution is that it provides for Location Based ‘Channels’ which allow you to search for Points of Interest based on your present location. A Channel is typically a category of POI (Points of Interest).

On the G1 that I am using at the moment I have the New Zealand channels that are currently available here. The first is GeoSmart, for whom I am the Sales & Marketing Manager.

GeoSmart is the company providing API’s, web services and web maps behind many leading web sites in NZ and services in many other countries. The best known site is AA Maps, which also now features real time traffic covering all of New Zealand. The GeoSmart Channel on Worldsurfer for NZ includes a nationwide set of categories and subcategories currently covering Accomodation,  Banks and ATM’s, Entertainment, Parks and Gardens, Pubs Taverns and Bars, Restaurants, Takeaway Food and Public Toilets.

You can set it to only look in a band in the direction you are pointing your phone or in a 360 degree radius from your current location and it will locate POI up to 5 miles / 8km away. So in effect you can look for a Japanese Restaurant in the direction you are currently travelling. When you select one, the compass will point you in the direction of that venue and show a running distance calculation as you travel towards it.

You then have the option to call them for a reservation with one touch of the screen, get turn by turn directions and a map to guide you, mark the location for future reference, check Flickr, YouTube or Google for more information about the location.

World Surfer is as it sounds an international product and will automatically open the options available for the country you are in. Some are subscription channels whilst others are available free of charge.

Other channels available in New Zealand currently are Google, Zenbu, Wikipedia (which looks for information by location, based on pointing your mobile), Starbucks, and Vodafone Stores. I am currently working on developing many more channels for NZ. There are other exciting projects on the way, but if I tell you what they are, I’d be in big trouble, so watch this space.

As a footnote, I’ve said before that I would like to create an application called Where’s My Car, because everyone has a story of not being able to remember where they parked their car. I often see people in shopping mall car parks, at rugby matches and other spots wandering up and down trying to figure out where their cars are. When I got this Android phone (on loan) I found an application called CarDar Light.

This application lets you ‘mark’ the location of your car as you park it and will then guide you, even inside a car park, to your car. You can enter the level number or colour of the floor as an assist, but after that you will never lose your car again.

For a demonstration of WorldSurfer check out the YouTube video below:

Another step of the future which pretty much dates back to the original Star Trek TV programmes has become not only reality, but is becoming mainstream. Now to get the company to buy me that iPhone 3GS!

On Twitter and Business

If you have or know teenagers, you will know that they spend a lot of time on the internet and particularly in the area of social networking. The most popular applications they use are Bebo, Facebook and MySpace. They aren’t just doing it on their PC’s at home, school or work, they are doing it on their mobiles. You might be surprised to know that in most countries in the developed world, including New Zealand, Facebook and Bebo represent close to half of all mobile data traffic. It is big and no one saw it coming.

Now people using social networking are no longer just Generation Y, it goes through all the generations, especially with professional social networking applications such as LinkedIn (go there and look for Luigi Cappel and you’ll find my account) where professional build a network where they can discuss business issues, look for staff or for jobs and generally communicate with like minded people around the world.

In the last few years the term Generation X has once again emerged. Generation X is generally agreed to as being the later group of Baby Boomers who challenged all the beliefs and philosophies of their elders. Instead of ‘we are doing this because it’s the way we always did it, or the way our parents did’ they tried new ways of doing everything.

These people grew up with the advent of the computer and are very comfortable with the Internet and various forms of Information and Communications Technology (ICT). Yet when marketers are trying to sell new product, they often focus on the Generation Y who perhaps traditionally were the ones who rushed to the record store to get the new albums and wanted to wear the latest fashions. Now of course fewer of them by CD’s when they can download or copy music, mostly without paying for it. In today’s economy they are also more likely to be tempted by sales and even if they didn’t need something, they might still buy it if the deal sounds good.

Back to Generation X. These people are now in the late 30’s and older. They probably have a home and a mortgage, are settled with a good income and despite the economy still have some spending power. So, here’s a thought from left field. There is a social network , Twitter, which has been quietly growing to a point now where there are an estimated 6 million users and around 55 million messages sent a month. It is said to be growing at a rate of up to 2,000 users a day.

So what is Twitter and why should I care. Twitter is a social network where you make friends, or in the case of Twitter, you ‘Follow’ people. You post messages, called tweets, from your internet connected PC or from your mobile phone’s browser. The messages are restricted to 140 characters including spaces, so you have to be very smart with your choice of words. It started with and its main focus was a social one, and the idea was that you entered what you were doing at the time, for example, ‘Having an ice cream at Milford Beach’. This is still a major use and many people only ‘Tweet’ amongst their real friends. I often see Tweets from friends saying things like “I’m heading down to Ponsonby for a coffee, anyone else in the neighbourhood?’

There are also social gatherings, for example a few weeks ago I attended the ‘Twestival’ in Auckland, raising funds for Charity Water, but that’s another story. Let’s keep it simple. Twitter is free, its easy to use and there are lots of applications you can get for free that allow you organise your Tweets. I use Tweetdeck and Twitbin depending on what I am doing at the time.

Twitter is now being used by lots of different organisations around the world. It is used by companies, manufacturers, news media and even government departments such as the Victoria Police. If you are able to come up with reasons why people would follow you, you have a free medium to make them aware of special deals and offers, events or anything else that you think they would be interested in.

Here are some examples. A bar could promote a Happy Hour Deal by posting a message. A coffee chain could send out electronic coupons as Twitter messages, offering a free muffin with coffee for the next hour. A women’s clothing chain could announce a special deal on end of season fashions, or announce the exciting next season fashions are in store. A bike shop could post special deals around a racing event, or perhaps send brief updates of the Tour de France. The messages are anything that you think your customers or prospects would find of interest and be happy to read.

The thing with Twitter is that it is not intrusive. It’s not like a text message that beeps and wakes you up in the night or embarrasses you in a meeting or at the theatre. You have to open up your browser on your phone, or a website on your PC to receive the ‘Tweets’. You can follow who you like and if you don’t want to see them anymore, you can stop ‘following’ them with ease.

So who is doing this already? Find out for yourself. If you go to http://www.twitter.com you will find an option called Find People. Click on this and then select the option box at the top called Find On Twitter. I had a go and here are some of the results I got. I entered ‘shoes’. I got back 91 results. There were generic shoe stores, golf shoes, wedding shoes, custom soles. But when I entered ‘Shoes NZ’ or Shoes New Zealand there were none. I can think of some iconic shoe retailers who could jump into this spot.

So who can you find promoting product on Twitter. Here are a few names that you can look up and follow to see what they are doing and remember it’s free! Vodafone and Telecom, Adidas, Starbucks, McDonalds Cincinnati are doing a great job of promoting new products and deals, Borders Books, The Car Shop, Pro Guitar Shop, Sisters Gift Shop, Alpine Ski Shop, just entering shop I found over 200 shops who are already using Twitter around the world. Now to be fair, only some of them are actively using Twitter for marketing, but that is normal and it is still a relatively new concept, but Twitter has gained 6 million users in less than 3 years, so you would have to say they are onto something and if you are smart, you could be one of the first to really make something of it.

If you look around, you will find retailers who have got it together. For example http://twitter.com/fluevog is a shoe shop. They offer electronic coupons, they have links to pages where they tell you in Twitter about a new product and provide a link to a web page where you can see them. They have only been using Twitter for a short time, only sent out 17 messages and they already have almost 500 followers!

Just as a footnote, even if you are a bricks and mortar retailer and don’t do much on the Internet, you might want to think again. For example if you have identified your target market, especially if you are a speciality retailer, then Twitter could open up a whole new area of opportunity for international sales. There must be loads of opportunities to export product, especially Kiwiana to individual customers.

Twitter is very viral in its approach and if you find people who like your kind of products, and you offer them information and deals in your Twitter messages, the word will get out and their followers can become yours.

One final, final word. Like anything, Twitter as a social network. Blogging environment requires consistency. People won’t follow you if you only send a couple of messages a week. They also don’t want to receive a hundred a day, you need to find a balance, but the main thing is that you provide something that they are pleased that they read.

So here’s a free service that you can get results from if you are smart, for an investment of 5-10 minutes a day. It can create a loyal following and grow a viral network for your business. One other thing I forgot to mention, there is also Twitpic http://twitpic.com/ , which allows you to post photos with your Tweets, again for free, so now you can even show followers pictures of your store, the friendly faces inside or your new products, oh and I did mention that this is all free didn’t I?

And if you want to follow me, you will find me at http://twitter.com/BluesBro.

While this blog is starting to get a good following, I would love to get more readers and encouraging me to keep writing. If you feel that my blog is interesting I would be very grateful if you would vote for me in the category of best blog at the NetGuide Web Awards. Note that the form starts each site with www whereas my blog doesn’t and is of course https://luigicappel.wordpress.com.

Thanks so much for your support:)

WiMax and the end of TV as we knew it

A TV aerial on the roof is something most of us have grown up with. For holiday homes, flats or when on holiday rabbits ears created loads of frustration when they detuned one station as they gave you access to another, but they did mean that you could easily have TV in temporary situations from the batch to the hospital ward. VHF and then UHF aerials are still on most roofs in site, but that is going to become a thing of the past.

The first step is that VHF TV which has been the most common frequency range around the world is going to be switched off as governments in many countries reallocate those frequencies to WiMAX. This will be happening next year in many parts of the US a week or so after the Super Bowl.

Downunder in New Zealand we continue to lag some of the new advances and the VHF frequencies will be available to the TV stations until 2015. It will be interesting to see whether they are still needed for that long given that Satellite TV in the form of Freeview and Sky are already used by 55% percent of the population.

How can they do that? Don’t we need free to air TV? We aren’t necessarily losing it. In New Zealand the free to air TV stations are moving to Freeview, which is pretty much satellite TV with less channels and the only cost is the set top box and the satellite dish. This overcomes most of the issues about poor reception and providing reception to remote areas. But of course it bodes the end of little portable TV’s, but then you can now watch Sky TV on your phone with 8 channels for $2.50 a week, so maybe it is just a change of medium.

So what’s so special about WiMax? Nothing really except that it provides much geater range (up to 50 km for fixed stations and 5-15 for mobile) than the traditional 802.11 wireless networks, can povide much greater speed and when networks are built you can use it in your car. This sounds crazy but it’s really just a follow on from the systems used in large warehouses and buildings first created by Symbol, which pioneered many of the features still used today including frequency shifting for security and handover from one access point to the next as people moved around a building complex. In fact it is not only coming head on in potential competition to mobile cellular but telecommunications networks such as Sprint and Nortel are racing to get frequencies ad become the preferred supplier of 4G networks.

According to Computerworld’s Juha Saarinen, Telco’s in New Zealand are ‘squatting’ on some of the frequencies to prevent 3rd parties to spoil their fun in the 3G networks as they roll out new technologies to increase the speed of the cellular mobile network which is much easier to control and to derive plenty of ARPU (telco’s main measure of success Average Revenue Per User). If WiMax offers higher uploandand download speeds and efficient handover when required, then many people in urban areas might be less interested in WCDMA?

What could they be afraid of? Free access, and they should be afraid. Nottingham Trent University is trialling a network which will give free access to everyone in the city. There are free WiFi hotspots all over Europe, 154 free sites just in the Netherlands. Then there are free Mesh Networks, but that’s yet another story.

While this blog is starting to get a good following, I would love to get more readers and encouraging me to keep writing. If you feel that my blog is interesting I would be very grateful if you would vote for me in the category of best blog at the NetGuide Web Awards. Note that the form starts each site with www whereas my blog doesn’t and is of course https://luigicappel.wordpress.com.

Thanks so much for your support:)

Mobile Marketing and LBS

So a couple of night’s ago I was at the NZ Wireless and Broadband’s Forum’s Wireless Wednesday. I was there to pre announce a Location Based Services application development competition. If you have read my Bio, you will be aware that I was a founding member of this organisation in New Zealand and the first elected President. I still remember the day we were working on a name for our monthly get togethers and I came up with Wireless Wednesday. Well the name has stuck and Steve Simms, the current president said that there have now been around 163 of them!

I haven’t been to the Forum for a while because it wasn’t relevant to my current activities, but with this upcoming competition and a new focus on bringing LBS into the real world, things are going to change.

What was really cool for me is that it is around 10 years since the Wireless Data Forum (as we were called then) launched it’s first developers competition for wireless and mobile applications. Even more so was the coincidence that this week’s excellent presentation was made by Ghanum Taylor of The Hyperfactory. The Hyperfactory won that first competition all those years ago. At the time they were an enthusiastic family group, Derek and Geoffrey Handley and a few other people who were equally passionate about the potential of mobile cellular technology.

These guys never wavered from their passion and commitment and I think it is worth a mention that passion imho is the single most important factor in their rise to success. They worked tirelessly and dragged the advertising and direct marketing industries, kicking and screaming into the future.

Just like many other technologies I enjoy, the market has slipped into the mass adopter phase without anyone noticing. If you saw a txt to win coupon on a product, you would simply txt the coupon number to a short code today and think nothing of it. LBS marketing is coming big time.

I’m not going to talk about their campaigns, because they can do it far better than I. Just go to their website and it is full of video’s and campaign success stories.

I didn’t start this blog as a kudos story for The Hyperfactory, but I do think that they can take some credit for helping to change the face of tomorrow’s advertising world. Check out a few of these names and I’ll wager (their first application concept was designed to allow people to bet against each other at sporting events via their mobiles) that you have seen or participated in one of their mobile campaigns:

• Coca Cola
• Nivea
• Adidas
• Vodafone
• Motorola
• Tylenol
• Kellogs
• Jim Beam, and the list goes on.

I’m not big on advertising. Most of the time I don’t pay attention to TVC’s at all, with rare exceptions like the Vodafone commercial where the guy folds up his life and puts it in his pocket (I really like the song and the dobro guitar) or the new Ford adverstisement where all the instruments in the orchestra are made of car parts.

In general, I hardly ever read print ads. I read a book during the TV commercials and these days rarely listen to broadcast radio as I am educating and updating myself in podcasts. Advertising is creeping surrepticiously into podcasts, in fact there are companies specialising in ads for podcats, but they tend to be well targetted which means that I am probably interested in the products, or I can fast forward my iPod anyway.

Anyway, watch this space for news about an exciting new competition in New Zealand for LBS Applications.

While this blog is starting to get a good following, I would love to get more readers and encouraging me to keep writing. If you feel that my blog is interesting I would be very grateful if you would vote for me in the category of best blog at the NetGuide Web Awards. Note that the form starts each site with www whereas my blog doesn’t and is of course https://luigicappel.wordpress.com.

Thanks so much for your support

I’m almost off Orcon 696 reconnections since 23 June!

As I am writing this my home has no landline phone, we can’t call and can’t be called.

In April we got a DM in the mail saying that Orcon was now able to offer ADSL2 from our local phone exchange through Orcon and that they had an awesome deal to offer us.

The catchy DM letter was signed by Scott Bartlett, the CEO and was full of promises such as:

“Quite simply, we’re not like other phone companies. The’re more than happy to offer an average service to as many people as possible.”

“At Orcon we’re the opposite. We choose our customers very carefully, then go out of our way to deliver truly ourstanding product performance ………………….”

Not only was I being chosen, but if I signed up before the end of May I would get a free modem / wireless router and a 2 for one pass to the movies for a whole year! This deal looked too good to be true, but I looked at their ownership from Kordia whom I have dealt with for business in the past and so I signed up to the top plan. I am a heavy internet user with my songwriting, poker playing, blogging, photography and so on, basically I am a geek. The Platinum Plan for $120 a month would give me 25GB of data at great speeds, free national toll calls and one country of international calls free for up to an hour per call, sounded like heaven.

If I remember rightly I signed up mid week and got emails to confirm that it would all be up and running in a couple of days and not to worry about anything, they would cancel the old account and everything would be amazingly wonderful.

Thursday afternoon I get a phone call from my wife saying that the phone was dead and that I needed to rush home because there was a major family health crisis and the likelihood that a family member might not make it through the night. I rang the Orcon Help Desk before I left home and the response was like, thankyou for telling us, we will refer this to the technicians and we should have your phone on by Wednesday next week. I just about hit the roof and was in real emotional distress when I rang Orcon again when I got home and asked for a supervisor. The response was sorry but the supervisor isn’t in the room right now, I’ll get them to call you back. So I gave them my mobile and waited for the call. It never came so I rang back again after an hour or so and was told, sorry but the technicians and everyone that could help you have gone home and there is nothing we can do right now. We will get back to you. Brilliant.

In desperation the next morning I emailed Scott, having found his details on the net and got a call from his PA who was awesome, she arraged for redirection of the landline to my mobile so we could at least get through the family crisis. Some of the people who needed to talk to us didn’t know our mobile numbers.

Anyway, eventually it was all connected and life was going to be amazing, the speed was awesome, I was able to upload my songs to my web sites in no time flat. All I needed now was the movie tickets to arrive and my faith in Orcon was restored. On that note it is now almost August and the movie tickets haven’t arrived, but given the rest of the sorry saga, that is just par for the course.

I play poker 2-3 times a week and am doing well, in fact this Saturday I a playing in the regional championships having qualified over a 3 month period of evening tournaments. I noticed that during games and sometimes doing music uploads etc that the connection was dropping. I lost out on a couple of major games including a qualifier for the World Series Of Poker, having beaten more than 2000 people in the first qualifier. In the middle of the qualifying game, when I had bet most of my chips, my net disconnected and my cards were automatically folded taking all my chips. This became a regular exercise.

Since May I have made numerous phone calls to Orcon, had 2 technicians come and check out the phone lines, disconnected all my phones from the jack points, reconnected them again, rebooted the modem, disconnected the modem, pulled the plugs out, replaced line filters and then the same all over again.

Now I must say here also that I am no dummy. I qualified as a Technical Service Officer with Telecom, I have written books’ lectured around the world and represented both Telecom and Vodafone as a wireless computing consultant and am a Past President (elect) of the NZ Wireless Data Forum. I owned and ran the NZ SmartPhone and PDA Academy and have been considered an expert in mobile data communications.

In desperation I emailed the CEO again and someone called me and started the process again and got a 3rd technician to come in.They found some corrosion at the local cable box and we started again. Fortunately on the last visit the problem happened while the tech was here so he could see what was happening. Eventually towards the middle of this month they replaced the port at the exchange and things improved.

They never called me back or told me what was going on, each time they wanted to start the process over again and I had to tell them to go and read the notes on their CRM, once they couldn’t even do that because their servers had crashed. Hey I’ve been in ITC most of my career so I know shit happens.

Just on this issue, here’s a quote from their website:

Reliability
Orcon has always believed in developing good systems and excellent people. Over the years we have focused on building one of the most stable and reliable systems in New Zealand, and the more we grow, the more control we have over key services. We constantly examine the current setup, looking to see how we can improve our reliability.

Is it that bad or am I being a whinger and anyway your playing games, I mean really it’s not like its that important (If you were playing a game for $1,000 and you lost the game because your internet connection dropped repeatedly, how would you feel), well you decide.

From June 23 (6 weeks or so after I first complained of this problem) to today according to Orcon’s reports, my internet connection has had to reconnect 696 times!

Now read this from their web site if you are still with me.

Monitoring reliability
Reliability and excellent system practices are only as good as your monitoring. We have three dedicated servers, whose sole job is to ensure that connection speeds between machines and response times from our network meet strict guidelines that we have mapped out. If these aren’t met – say for example, a server response time is not quick enough, all our technicians’ cell phones are instantly contacted by the monitoring computer, supplying details of what might contribute to possible faults.

We have developed systems to monitor helpdesk calls. If more than a certain percentage of calls are of one particular nature, technicians are notified and the event is thoroughly investigated.

My wife wants me to give up and go back to Telecom, she doesn’t care about the movie tickets, she feels very uncomfortable without the phone working, especially as we are expecting to become grandparents in the next 2 weeks. Not everyone has our landline number and of course to call our landline if it works is free.

Everyone has problems from time to time and I judge a company generally by how they resolve the problem. Orcon has had nearly 3 months. The disconnections have reduced, we even had one day a few days ago without disconnections, but we hardly used it that day either. This to me is a systemic failure of all their systems and If I don’t get satisfaction soon, I might be tempted to take them to task on failing to honor their commitments and failing to deliver on their promises.

Are you thinking about moving to Orcon? I’m wishing I hadn’t.

P.S. If you want to ring me, don’t bother with the landline, they still haven’t fixed it.

The future of personal computing Part One

I was reading a story in a local magazine the other day, I forced myself because I’m interested, but at first glance it was not very insightful in my humble opinion. I get so tied up trying to make the future happen that sometimes I don’t sit back and think about it in more depth and I should.

There has been a lot of talk about the Semantic Web and about sharing data on the web with lots of applications and people, lots of talk about collaborating with other people and for sure that is happening. I use Friendfeed, I’m active on Facebook, sometimes Flickr, Buzznet, LinkedIn and loads more. Twitter is the only one I really use on my Blackberry, which doesn’t suit many of the social networking applications very well.

The problem I have with putting information on web sites such as Gmail and others is can I rely on it being there forever? I love the idea of being able to access everything anywhere anytime and A3 (cubed) is one of my mantras, but ignoring security I still have fears over losing access to my data, like when recently Mucaah.com, a web site in the Netherlands where I was building a fan base disappeared overnight.

But anyway, looking to the future, the big next thing for me is LBS or Location Based Services and on any device, any time. It is about interacting with your environment and your social network in real places in real time. Sure a lot of people including myself spend a lot of time at desktops, but I plan to do much more of my computing, especially social computing at a mobile level.

I have owned a myriad of devices and still have many of them including Palm’s, A Casio Zoomer, Symbol’s, iPaq’s, iMate as well as other Smartphones from a variety of brands. I worked hard to help bring these products into mainstream and not just as clever phones but as tools to enhance the way people react in this world. To that end in the beginning of this century I wrote Unleashing the Road Warrior, Master Your Palm and master Your Pocket PC. All of these were about maximising the potential of these devices and the communications to help you work and play smarter rather than harder, another personal mantra. I don’t mean you shouldn’t play hard, but that it shouldn’t be hard work.

Hopefully my next one, whether it’s a new Blackberry, iPhone, Xperia or something else, will have a GPS chip in it and a variety of applications that will enable my mobile world. I have some major activities in mind to help develop this area of computing and turn it into a reality.

So looking a few years into the future, what is my vision? I could write a book, but like my last ones they date very quickly, so this blog will have to do. The biggest impact of these technologies will be social, after all people do business with people, they have relationships with people and those relationships and networks have far more power when they are spatially enabled.

Over the last few years applications like Facebook, MySpace, Bebo, Buzznet, Flickr, Twitter and more have been the most popular development in computing or social computing at least and people are loving it, but whilst many of these applications are now able to be used in a mobile environment (for example I use Twitter on my phone), the don’t have a spatial component yet.

So lets have a brief look into the near future. In one of my previous blogs I described a typical day for me on the Internet. Now lets have a bit of a look at what that same day might look like in 2013.

I wake up to the sound of my current favourite song which is being played on my iPhone V6 which is in the dock of my alarm clock. Note this is the latest model, but they have been around since 2008. I get up and go into the bathroom, taking my iPhone with me and put it into my bathroom dock which has water resistant wiring so that it doesn’t corrode from the steam of my hot shower.

While I was asleep my iPhone connected to iTunes, not through Vodafone who are still greedy in their data prices but wirelessly to my wireless router which connects to my fibre-optic internet connection with its guaranteed minimum 100Mbps connection and updated all my favourite podcasts in a matter of 30 seconds.

It automatically starts playing the podcasts in order of preference while I shower and I catch up with the latest in tech news from Channelflip and Geekbrief.

As I have breakfast I plug my iPhone into the projector pod and catch up with the latest personalised news which is displayed on the dining room wall and catch up with the things I am interested in.

I’m going to stop here for now, because it’s obvious that this is going to be longer than I intended and if I don’t post it now it will never finish or will become a book. So RSS or bookmark this blog if this is of interest to you:)

While this blog is starting to get a good following, I would love to get more readers and encouraging me to keep writing. If you feel that my blog is interesting I would be very grateful if you would vote for me in the category of best blog at the NetGuide Web Awards. Note that the form starts each site with www whereas my blog doesn’t and is of course https://luigicappel.wordpress.com.

Thanks so much for your support:)

Carbon Emission savings and Mapping Technologies

This is from my blog at GeoSmart Maps Ltd in Auckland where I am gainfully employed in Business Development.

We’re helping you reduce your carbon footprint The movement towards reducing carbon emissions is growing daily and New Zealand’s commitment to the Kyoto Protocol in practical terms means that it is going to be high on the roadmap for New Zealand businesses and government. The data we are collecting and providing in our products and services is helping people in simple and practical ways to reduce their vehicle kilometers driven on NZ roads.

With the high cost of petrol and the expectation that it will continue to increase, there are already incentives to reduce the distances we drive in our cars. With more and more evidence of global warming and our commitment to doing what we can to reduce carbon emmissions, especially from our motor vehicles, GeoSmart is doing its part to help.

Many of our products and solutions involve data which can help people travel from A to B more efficiently. For example:

• Car Navigation is an obvious one. I frequently hear stories of people without navigation in their cars getting lost and driving much further than they should be. Add this to the well warn stories of ‘men don’t ask directions’ and ‘women can’t read maps’ which is proven to be true over and over again and the fact that quality portable navigation devices are now available for under NZ$500 at retail, their is no excuse for this anymore. Add up how many extra km you drive due to error or being lost and especially for business people, these devices will pay for themselves in no time flat. What about all the thousands of Mums and Dads taking their kids to away games on the weekends?
• Fleet Management. Vehicle tracking solutions combined with our Route Optimisation web services can have a rapid impact on reduced travel with the bonus of increased productivity, reduced maintenance costs, fuel costs, and as a good corporate citizen, reduced fuel emissions.
• Directions for web mapping. One of the API’s that GeoSmart offers with SmartFIND Web Mapping is the ability to generate printable driving directions from A to B based on the fastest route. There are now hundreds of web sites in NZ using this service. The most well known is of course http://www.wises.co.nz. Going a step further, sites like http://www.aamaps.co.nz allow you to create and print an entire itinerary with turn by turn instructions to take with you in the car. These are no also used i n a number of call centres around the country to provide directions to people on the road.
• Vodafone Live does the same on your mobile phone so you never have an excuse that you didn’t have access to the Internet. Need your nearest ATM or petrol station, just tell your phone where you are and you will receive turn by turn directions and a route map on your phone.
• For those who don’t have a problem reading maps, GeoSmart generates map books for Wises as well as the NZ Automobile Association which gives away a HUGE number of maps to members. Of course you do have to use them, but again, why not save your money as well as care for your environment.
• Doesn’t apply to you? That’s wonderful, but be honest, I’m sure you will recall a time recently where you drove further than you could have.

There have been discussions in the media recently that a Carbon Tax might be applied as a petrol surcharge. Do you need any more incentive for an investment in time by getting directions from one of our client services or buying yourself a car navigation device? Then how about doing it to do your bit to protect our planet? Many people think “I’m just one person, what can I do?” If we all do the same, it will make a difference. It’s nice to be part of a company that is helping to make that difference.