Tag: Internet television

When Companies Shift The Burden To Their Customers

att-u-verse-logo-600x400Having a blog allows me to kvetch, even about small things… like what happened this morning.

My experience was shared by many. Consider this a class action kvetch. I represent the thousands, possibly millions, affected by today’s nationwide outage on AT&T U-verse.

My local TV stations remained. Everything else disappeared. I didn’t know that at the time.

The tuner was set to 1202, CNN. Black. I tuned up a few. I tuned down a few. Nothing. The channel number and program synopsis was still there. No program.

Downstairs, Helaine was watching GMA on 1007, KABC. She was problem free.

Both our cable boxes were acting the same way, but because I didn’t tune a few hundred channels down I didn’t know it! Just enough knowledge to be dangerous.

I rebooted the cable box. The box must be the problem, right?

I did this three times. No change.

There was nothing on AT&T’s site, nor on their social media accounts. Later, I realize this was because they were maintaining ‘radio silence.’ They were getting tons of complaints and not responding.

All signs I could grasp pointed to a problem in my house. But I was being gnawed at. My logical computer mind was bothered by the way the signal died. It didn’t fit. The problem didn’t correlate with the box’s internal hardware.

I rebooted the hub. AT&T sends channels to my individual cable boxes via IP. It’s just data. I have one TV with a WiFi box and three connected via Ethernet. And, of course, there are computers and phones and printers and tablets and who-knows-what connected too!

Rebooting the hub meant stopping Internet and TV throughout the house. Didn’t help.

I tried calling the AT&T phone line. Fast busy. A fast busy indicates the circuit, rather than an individual line, is busy. Probably call volume.

That was actually reassuring! Maybe I wasn’t alone?

I didn’t just fall off the turnip truck. Cable has gone down before. I started doing deeper searches.

No news organization had picked up on it. I did a Twitter search for people tweeting to Uverse. Bingo. My story, a thousand times.

I tipped off @LanceUlanoff at Mashable

When reached for comment, an AT&T spokesperson explained the outage, “Due to a power-related issue triggered by a third-party at our video hub, U-verse customers may be experiencing a loss of national channels. Technicians are working to resolve the issue and we expect to have service fully restored by early afternoon. We apologize for this inconvenience.”

By keeping off social media and failing to post something on the company’s website, AT&T hoped to keep this quiet. They mostly did.

However, they shifted a real burden to their customers. My troubleshooting time might not be individually valuable, but multiply it by all the people who did just what I did and we’re talking big numbers.

I understand there will be glitches. I still consider the service reliable. The bone I pick has to do with 21st Century communications.

AT&T valued their own concerns over mine.

If you’re wondering why customers sometimes dislike companies, here you go.

Roku: The Thing For My TV I Wanted To Love, But Don’t

At this point I use it, but can’t recommend it.

I was a cable TV subscriber 40 years ago. I owned a computer in the late 70s. I am an early adopter. I like to be on the bleeding edge with technology. That’s why I own a Roku.

Never heard of Roku? You’re not alone. Roku is an IPTV device, like Boxee, Apple TV and Google TV.

Roku is a small device that streams movies, TV shows, music, and other entertainment to your TV via the Internet. Since Roku streams (rather than downloads) video, it provides instant access to a huge library of entertainment without having to use a computer or store files locally on a hard drive.

Once you set up Roku, you do not need a PC to make it work. Roku connects directly to your TV and to your wireless (or wired) home network, then lets you access the streaming entertainment channels that you sign up for (like Netflix) right from your TV, using a handy remote.

This definition is two clicks deep on the Roku site. If you don’t already know what it is just going to Roku.com and reading the home page might not help!

The “small device” is actually a low power computer. With no disk drive or any moving parts it’s quiet. Plug it in and a few seconds later it springs to life.

Technology aside I bought my Roku with the thought of spending more time in my upstairs office. It was Roku or a DVR. Roku is supposed to help me adapt TV’s schedule to my schedule and let me get what’s on cable without cable.

First what works well. The Roku is capable of providing good looking HDTV. Some shows look every bit as good as what you see on ‘regular’ TV.

The list of what’s not good is a lot longer!

Let’s start with the other side of the picture quality coin. Lots of the video looks a whole lot worse than what’s on TV! That’s not Roku’s fault. Some suppliers are just streaming out poor quality bandwidth starved programs. It’s still a problem on Roku that’s not a problem on cable.

I expected a much larger selection of shows than what’s available. No–let me restate that. I expected a much larger selection of quality shows than what’s available!

There’s plenty of niche material. I can watch Twit and Revision3 shows. PhotoshopuserTV is available through Roku. There are hundreds of seldom watched, undesirable, low budget ‘dreck’ shows that slow down any search for something to watch!

When it comes to the more familiar TV fare The Simpsons are a no show. Until last week The Daily Show was also a no show. Sixty Minutes is there, but only as audio–no video. Don’t try guessing. It’s nearly random–very hit-and-miss.

Often the quality programs you can see are only available behind a paywall. Hulu and Netflix have subscription services for Roku and its brethern.

I was surprised programs Hulu streams for free on my computer are paid services with Roku. Paying for Hulu Plus does not stop the commercials!

The weakest part of Roku is the user interface. Since you’re using a remote control versus a keyboard moving from show-to-show is frustratingly slow and cumbersome. Shows you watch on a regular basis are hidden behind click-after-click-after-click from the main menu. There is no ‘channel grazing’ as you might do on your TV.

Even worse there’s no universal program guide. There might be great stuff hidden where it will never be discovered. Very frustrating!

You would think after all these negatives I’d be packing up the Roku and shipping it back to the factory. I’ve considered it. I’m not going to do it.

Roku is a product with promise, but it’s still immature. There’s a lot of work still to be done.

At this point I use it, but can’t recommend it.

Need Your Advice On Roku/Boxee/Apple TV/Google TV

Do you have one of these Roku, Boxee, AppleTV, GoogleTV kind of devices? Do you like it? Do you recommend it? What else will I need?

It’s been a while since I had a TV in my office. Without it I’m usually driven to the family room where I play on my laptop, watch TV and snack incessantly.

That snacking’s got to stop!

With that in mind I went out and bought a new TV to bring me back upstairs at night. It’s a 32″ LCD HD model and it was under $300. From a historical perspective that’s a crazy price for what you get. Next year it will probably be less!

I don’t have a DVR or HD service for the set so I went online and checked Comcast’s prices. Then I checked with my friend Peter.

“What about Roku?” he asked.

I tried to sound savvy, but it was obvious I’m not. There’s a whole class of little computers like Roku that bring shows on the Internet directly to a TV. Though they claim to provide access to thousands of programs it’s obvious you’ll need to subscribe to a service to make the box worthwhile.

I don’t know what to do and so, again, I turn to you dear readers for some advice. Do you have one of these Roku, Boxee, AppleTV, GoogleTV kind of devices? Do you like it? Do you recommend it? What else will I need?

I am like a babe in the woods right now. Help set me straight.

The Future of TV

In today’s ShopTalk, a daily newletter for broadcast journalists (and those who sit in the same room with them), Alan Mendelson of KCAL wrote an interesting letter:

From: Alan Mendelson

MoneyLA@aol.com

We are only a few years away to find the reach and penetration of high-speed Internet access to be on par with Cable TV. And when that happens, perhaps in only five years, broadcast and Cable TV news will also be on par with Internet-TV News.

In that time, families will have a “video wall” with a handheld remote with which to choose TV, Cable, Satellite TV or Internet video.

And when that happens, companies will not pay hundreds of millions of dollars to buy a TV broadcast station (and along with it the limitations of government regulation) but they will be able to start up an Internet-TV station for the cost of a server — about $2,000. And unlike broadcast TV and Cable TV, Internet TV will have no geographical boundaries.

Alan Mendelson

KCAL-TV Money Reporter and www.moredeals.com

This is a subject I’ve thought about a lot. So, I responded:

I read, with great interest, Alan Mendelson’s letter concerning the future of Internet video. If it were only that simple.

Alan mentions the startup cost of $2,000 for a server. That’s a server without bandwidth. Unlike broadcasting, where one single transmission reaches out to anyone, current Internet technology requires a discreet, individual signal to each user.

That’s also a server without any viewers. Broadcast stations provide something an Internet start-up can’t (and here’s their real value) – a well known address. Don’t underestimate the value of prime real estate. It’s no surprise that when the same program is seen on both broadcast and cable channels, broadcast gets the higher audience share.

Even when Internet television finds an audience, it takes a lot of bandwidth to serve an audience. As far as I can tell, it’s a lot more expensive to transmit that many bits than with our current system of broadcasting.

I’m not saying that what Alan predicts won’t happen. It just won’t happen in the way he anticipates.

Internet television will be watched as the Internet is watched – very close to the screen. It will be watched as we browse and check email and do all those other things we do with computers… and will do with computers.

For the most part, Internet video programming will not be watched full screen. Certainly not for news and information programming. There is no need for it. Watching news, or even sports, in a small window on a computer desktop is perfectly satisfying and reduces the bandwidth cost greatly.

Already, here in Connecticut, University of Connecticut women’s basketball is streamed on a subscription basis by our local Public Television station. Major League Baseball does it too. In neither case is the service designed to be full screen viewing. In neither case would this be economically possible without a significant subscription fee, for what is a small amount of programming.

The good news for most of us is, Internet or broadcast, our skills will still be needed. The bad news is, increased dilution of the audience will lower margins and probably lower salaries.

My small town, a suburb in a medium sized market, might be served by a one man TV station, where a single person does every function from reporting to shooting to editing to anchoring to sales.

Will the cable companies, who provide a huge chunk of the broadband Internet access now available, try to control this use of bandwidth? They have a vested interest in seeing that they are the source of subscription programming, not a flat rate pipeline by which others profit… at their peril.

Whether change will be good or bad remains to be seen. What is unavoidable is, there will be change.