In the world of WOW!, the hybrid fiber coaxial (HFC) plant (aka “cable) that carries the video signal to homes of our customers also carries high speed data (HSD) and telephone signals as well. Each of these services requires a portion of the bandwidth the cable is able to carry. By far the largest portion of bandwidth is taken up by analog video signals, followed by digital video/HD, high speed data, and finally, telephony.
I’ve discussed before in this column the efficiencies of digital video, of mpeg2 and mpeg4 video codecs that create pristine video while taking minimal bandwidth doing so. My colleague Gary Nilsen also discussed the future of “switched” IP-based video last week. While video is getting more and more efficient using these technologies and others, it still takes the lion’s share of bandwidth in any distribution system, whether it is fiber or coax based. There is increased demand for linear HD content as well as content from niche providers that ultimately may be handled by VOD as Gary discussed last week.
With these video demands in mind, though, it appears to us that demand for faster broadband data access to the internet is inevitable–perhaps even more critical than video. Data usage by our customers has continually risen over the past ten years, and the demand curve is not linear. We’ve been careful to engineer superior access to the internet, accommodating peak usage rather than letting the network limit access to the internet as some of our competitors do.
Some limits, however, are currently imposed by the local HFC plant; current technology widely deployed by WOW! and other cable suppliers offers mainstream HSD products currently at ≤1.5Mbs/3-6 Mbs(upload/download) speeds for individual residential locations–That’s not to say that current products necessarily reflect the maximum speed available to the technology, but there is a very real technical limitation imposed by the technology itself–defined as DOCSIS 2.0. The acronym stands for Data Over Cable Service Interface Specification, and with its several iterations has been the technical standard embraced for the last dozen years or so to provide High Speed Data services over cable.
Enter DOCSIS 3.0.
This standard defines “channel bonding” technologies which would allow much greater data throughput to each end user on the cable plant–as much as ten to fifteen times the current “mainstream” data rates to individual subscribers are possible with this technology. WOW! has converted roughly 20% of its equipment to support this standard, but it will be some time at least before full deployment is complete. As the data requirements of our customers increase, we will be ready with product and services that support the “need for speed”.
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How will we know when DOCSIS 3.0 is available in our specific areas? I have a new Motorola SB6120 modem that I took the time to call and ask if it was compatible before purchasing. After a rather rude customer service rep said “it’s above 1.1 isn’t it” I purchased it only to learn it slowed by speed to 56k! After calling and speaking with a different tech I was informed that your system didn’t handle DOCSIS 3.0 and to keep logging on here to check for updates. So I’m forced to continue to pay you rental fees for an inferior product.
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I do not know the model of modem you purchased, but DOCSIS 3.0 compatibility is just starting to show up in this type of customer equipment, so I’m not sure it would be compatible with 3.0 anyway. But in all honesty, the DOCSIS standard was designed to be continually “backward” compatible, so if you purchase a modem that is compliant with say, 2.2 DOCSIS, it should work fine on a 2.0, 1.1, or 1.0 system as well. Presumably most manufacturers will adhere to that standard, and not default to excessively slow speeds with different DOCSIS systems. If you really defaulted to 56K, you may have a faulty unit or may need a different configuration file load than what is currently present on your modem.
DOCSIS 3.0 upgrades are being continually installed in our system as indicated in my original post. But even upgraded systems will continue to operate on older DOCSIS standards until a formal launch of 3.0 in any given area. This will be determined by a number of factors, including back office systems support, customer care training, competitive considerations, and so forth. You may stay tuned to this space, as I’m sure we will announce DOCSIS 3.0 availability here as well as the customer portal.
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Steve, the SB6120 is the only consumer purchasable DOCSIS 3.0 modem (or was as of a month ago). It’s also only slightly more expensive than the DOCSIS 2.0 modem’s like the SB5150 which makes it very appealing for those of us looking at the newly hiked rental fee. Unfortunately WOW’s current headends must be seriously behind on patching because they do not sync correctly to either the SB6120 or the Cisco DOCSIS 3.0 modem as has been reported in numerous online forums like dslreports. Since WOW is working on upgrading to DOCSIS 3 like the rest of the industry it makes no sense to buy a new 2.0 modem, but yet we can’t buy a DOCSIS 3 modem either because they won’t work with the existing infrastructure. As you can imagine this is fairly frustrating for us the customer.
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Thanks for the information. While I stand on my statement of “backward compatibility” with DOCSIS as a standard, I checked into some fine points associated with this paradigm. Our Sigma cable modem configuration system downloads a configuration file (called a “bin” file) that “fine tunes” each model of modem utilized on the network. Our staff maintains “bin” files primarily for the modem models that have been tested thoroughly in our labs, then rolled out to our customers. We do not test, nor provide specific “bin” files for, every modem make and model out there. When an unknown modem presents itself to the system, it downloads a generic “bin” file that allows it to sync with the network, but in practice usually defaults to a DOCSIS 1.0 standard, even if the modem is 2.x capable. Doing so results in some negative consequences, particularly in congested conditions, which DOCSIS 2.x handles much better than 1.0. So strictly speaking, it’s compatible, but a little like running regular gas in a sports car designed for premium.
Bottom line, presently I would not recommend purchase of any modem other than the models that WOW! currently distributes in its network to its customers on a lease basis. Those models have full support and will behave as though they were WOW! owned. I have asked our data team for a list of modems that are currently supported by specific “bin” files that are maintained by our technical staff, and I will post that list in an upcoming blog entry.
As you pointed out, the DOCSIS 3.0 capable modem pool is pretty slim at present. As WOW! deploys this technology, any 3.0 modem fully supported will be vetted in our labs and have specific “bin” files created for it to enable the features and speeds we intend to offer. I do not know which 3.0 modems will be supported, as there is likely to be model proliferation in the next year. Historically, the company has supported a number of models from Arris, and a number from Cisco. Motorola has not historically been in the mix. I will, however, recommend to our data folks that we get models into the lab sooner than later to provide additional guidance to customers to avoid this problem.
I hope this is helpful. I appreciate your feedback, and your current frustration as well. Hopefully, this guidance will help those customers who wish to purchase their own equipment.
Thanks,
Steve
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Steve as I stated in my first post, your techs are (still) stating that WOW is aware that the system doesn’t work with my model and claim you all are attempting to address it. However when asked how to know when it is corrected or 3.0 deployed in our specific area, they all say to check here or keep calling in.
They acknowledge being aware of what you’ve posted here but won’t say that WOW is misleading us, just they have no idea how editorial content is selected. Why wouldn’t WOW make sure the Motorola SB6120 is supported knowing that it is widely touted as the best of the bunch? Sounds like a case of attempting to keep us hostage to your rental equipment.
Competitors in my market (Chgo.) already offer almost twice the speed of the highest package you sell for lower rates, why does it seem as if WOW is practically pushing us out the door? I personally am not happy in any manner regarding having to resort to using my speed demon modem as a paperweight. We only have so much patience especially considering the company line posted here.
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Aubrey357 I’m sorry for any confusion or mixed signals we’ve sent regarding your modem purchase. We are not currently pursuing plans for specific Motorola CPE support; to directly address your question as to why is simply because we don’t have an established business relationship with Motorola, and would need their full participation for successful lab trials. As I stated, before a modem is widely deployed in our system (with associated specific bin files), it is put through its paces in our lab to ensure compatibility and durability in practical service scenarios. Rather than testing and certifying every model of CPE out there, we instead must point our resources to ensuring that our broad base of deployed (as well as new models that supercede older designs from time to time) Cisco and Arris modems are working flawlessly with our network. Should the situation with Moto CPE change in the future, I will certainly let you know. We all very much appreciate your business and understand your concerns. We would hate to lose you as a customer but understand that you need to make a decision that works for your home and technology needs. I would be glad to further discuss your specific situation privately – please feel free to email me at any time.
Kind Regards,
Steve
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Sorry Steve, but only testing Cisco and Arris is a cop out. Neither company sells directly to consumers (your customers) and so it’s just perpetuating customer rental lockin. This is completely against the idea behind DOCSIS and against the FCC’s stated policy of opening the market to customer choice. At the very least you can go out and buy a few of the models available at the local Best Buy and make sure they work. Even Armstrong, a much smaller company, has a list of customer purchasable modems that are tested with their network.
I’m really a fan of WoW and generally talk you guys up whenever I get a chance (I’ve even had 3 friends sign up based on my recommendation) but this issue just gets under my skin.
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My experience was almost identical to athe other comments. After WOW annoyed the heck out of me by doubling the modem rental fee, I researched a well-reviewed modem that would be able to look ahead to DOCSIS 3.0. When I attached it, my speed dropped to 500K. Customer service had barely a clue, except to suggest that my modem must be at fault. If WOW really can’t handle Motorola modems (a top recommendation at many web sites), they need to be prepared for a lot more of these complaints, especially if they’re going to market DOCSIS 3 as a feature while gouging on the rental fee of their own devices. In what has otherwise been a pretty good service, this experience has been a major dis-satisfier for me.
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Aubrey and Bob:
Again, I appreciate your comments. One of the purposes of this blog has been to “tune in” to customer concerns–I have discussed this issue with a number of folks at the firm, and we are taking action on a couple of fronts.
First, we are meeting with Motorola this week to (among other things) solicit their help in developing specific bin files for modems that they sell to the retail market. This will not happen overnight, but steps are being taken to support a number of these devices down the road.
At this point, virtually all Scientific Atlanta/Cisco (not Linksys) and Arris modems are supported fully. As others are added, we will publish a list in this forum as well as notify our customer care group. In the meantime, we appreciate your business and will strive to open other options for customer owned CPE.
Kind Regards,
Steve
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Steve,
Thank you very much. That’s great news and yet further proof of why I love WOW, you guys have some of the best customer service in the industry. In my work life I interact with most of the telecommunications companies across the country and see first hand how truly low customer service ranks as a priority for all too many of your competitors. I know WOW is a smaller company where people probably wear many hats and where there’s probably never enough hours in the day, so when you hear the customers cries for help like this I have to say kudos =)
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Steve,
Should I hold on to my new Motorola SB6120 cable modem? Are you going
To be supporting the DOCSIS 3.0 soon?
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I would hold on to it if I were you. While DOCSIS 3.0 deployment is indeterminate at this time, the engineering team is looking at developing a specific bin file for this modem in the reasonably short term so that it will perform well under 2.0, as I indicated in an earlier response. I don’t have a specific date on this yet, but again, I’d hold onto the modem.
Thanks,
Steve
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Steve,
Thank you for taking the time to keep us informed in regards to this. I am in the same boat and am eagerly waiting for the bin file. Would you be so kind as to update this comment section when you have a better time frame/ETA for the bin? I’m trying to decide whether to just hold out for the bin file or break down and temporarily rent a modem again until this is fixed.
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Frustrated is the best word to describe how I am feeling. I understand that it takes time to support new standards.
The reason for my frustration? I called WOW technical support before I purchased a DOCSIS 3.0 capable cable modem and specifically asked if the modem would work. The answer was ‘yes’. I am sitting here with a brand new modem I cannot use. I do not expect to have DOCSIS 3.0 capability. However, the DOCSIS specification is completely backward compatible. I expected it would work at the DOCSIS 2.0 level My expectation was that technical support would have the definitive answer. Wrong.
Also, the title of your article, “A new distritution technology-DOCSIS 3.0″, is somewhat inaccurate and misleading. The specification was published over 2 1/2 years ago. That hardly qualifies as new.
Frustrated in Michigan.
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Steve,
Is there any update on this? I would think that at the very least there should be a target date for when the SB6120-specific .bin file will be available.
I am in the same boat as many of the others here–I was told that the SB6120 would work, only to find out otherwise after 2 technician visits and several phone calls. Also, you had mentioned posting a list of currently supported modems. Is that list available somewhere?
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Support for the Moto SB6120 will be forthcoming late third quarter/early fourth quarter this year. A significant upgrade to the Sigma provisioning system is necessary for this support to be invoked, and that is presently scheduled in early September. This upgrade is necessary for other third party modem support as well.
At this point, virtually all Scientific Atlanta/Cisco (not Linksys) and Arris modems are supported fully. As others are added after the upgrade, a list will be published in this forum.
Thanks,
Steve
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Steve,
Can we please get further confirmation that WOW! will be supporting the SB6120 soon? Will the support cover all of your service areas? And are your techs actually going to know how to implement this support? (e.g. are they going to tell us that our modem won’t work, when it actually will, or vice versa?)
Thanks for your help. I understand that there is a transition period involved here, but many of us are tired of waiting for WOW! to support technology that is widely available in the marketplace elsewhere.
Pete
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Pete:
As I’ve indicated before, WOW! is in process of implementing support (via the Sigma provisioning system) for the Moto SB6120. It should be ready sometime during the fourth quarter of 2010. This support will be available in all service areas. This statement does not imply that this support will be at the DOCSIS 3.0 standard as that product will be released at a later time. CSR’s will be fully briefed as to the availability of this support for this modem.
Thanks,
Steve
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Is there any new information about this? I paid $80 for the SB6120 and haven’t returned it because you said it would be supported soon. Meanwhile, I’m still paying the rental fee for the WOW modem.
Thanks,
Eddie
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Eddie:
I have an inquiry into the engineering team responsible for the supporting bin file. I know they’re working on it as I visited with them last week on this issue. I just don’t have timetable yet at this point. I will let you know when I hear back from them.
Steve
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Hi, I know you’re supposed to implement the data packs for motorola modems late fourth quarter like you stated. Is there anyway I can possibly get an email when the update goes live so I know when I can call in and have my SB6120 added? Thanks-
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Please look for an announcement the next couple of weeks in the technical blog. We will announce availability dates for the Moto bin files.
Thanks,
Steve
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Do you happen to know if the new build-out in University Heights, OH supports DOCSIS 3.0?
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Jeff:
I don’t know for sure, but if it is a new buildout, the likelihood is that DOCSIS 3.0 will be installed at the get go. Please understand, though, that until our marketing folks release a DOCSIS 3.0 product, the hardware may be capable, but will not operate as DOCSIS 3.0 until we release that product.
Thanks for being our customer.
Steve
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Has the issues with SB6120 been resolved. I contacted tech support last nite and she reported I would have no problem with purchasing and running it with wow. I asked her about D 3.0 and she had no idea what I was talking about. So I was a little concerned with her response re: the SB6120
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Again, DOCSIS 3.0 will be rolled out at some point but is not currently supported. As to the 6120, we have a fair number of customers who are using that modem with great success. Shouldn’t be a problem to proceed.
Steve
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