Being able to keep up with what customers want is the name of the game.

Both my customers and I service rather more than a few thousand modems,
access concentrators, and assorted miscellenia - the ability to upgrade
devices remotely is often a required (given) part of the service itself.

Any service without a reliable strategy to resolve these sorts of problems
is a poor service, IMHO.

For my own DSL service, when I've had problems, the ISP concerned has lent
me equipment in the course of debugging their own problems - often their
preferred method of diagnosis is skip right to the chase, assume something
is wrong with their service and not the end user, and organise someone to
come around with router in hand if necessary.

> When you're servicing a few thousand modems, it's hard to stay ahead
> of you guys who successfully manage to exploit every feature the modem
> gives you.

--
Josh Bailey (joshbailey@lucent.com)
Principaled Person and Some Guy Who Knows Some Things About IP.
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