NAB 2009: Chronic customers required a re-think at Telus TV

LAS VEGAS – Being the primary video source for customers is a far different thing than being there for them as a wireline, wireless or data provider. Cable companies know this inherently thanks to decades of experience and many, many mistakes over the years. Cable’s first alert that there might be a network problem used to be when a customer called in to report they had no TV service and it might have taken a few calls (and please be there sometime between 8 and 8...) before the problem was fixed. Nowadays, large cable companies have sophisticated network operations centres...