SCTE Canadian Summit: Digital quality problems turn cable operators into diagnostic detectives

TORONTO – Although they were hard pressed to admit it, cable operators at Wednesday’s SCTE Canadian Summit acknowledged that customer complaints to their call centres are often the best measurement of the quality of digital service being provided by their networks. It isn’t that these cable ops are lacking network monitoring platforms, or don’t use the resultant diagnostic data to address problems detected by those tools. The bigger issue is that many of the existing measurement and diagnostic tools on the market tell only part of the story, said the speakers who took part in a panel discussion on digital quality issues.Michel Lapointe, senior analyst...