My new ISP startup, looking for feedback

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Forums › Startups › My new ISP startup, looking for feedback

mynxnet

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mynxnet

#146904 2-Jun-2014 12:27

Hi guys, I guess its time to let you know about a new ISP we started recently.

With the issues being experienced over at Netflix streaming issue 2014-05-24; a lot of people might be interested in learning about Mynxnet. We wanted to have on-demand, high-quality video streaming so we designed an ISP specifically for this. Mynxnet is a no contract, unlimited data, no traffic shaping ISP. All connections are run through a service similar to Unblockus / Global Mode but at the ISP level so no special config is needed at the end user.

If your last mile connection has a good enough speed, we have a lot of international bandwidth enabling HD streaming. Incidentally, we have had no Netflix / Hulu outages recently.

We initially just provided service to friends and family - PM me if you want an invite to check us out.

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#1057899 2-Jun-2014 12:38

Being a techie forum, mind answering a few questions?

Who is providing your bandwidth? Do you operate a call center or support channel? What technology do you use (both for end user connections and on your network)? What price point are you aiming for in the market?

Feel free to answer or not answer any questions, just curious.

mynxnet

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mynxnet

#1057913 2-Jun-2014 13:02

kingjj: Being a techie forum, mind answering a few questions?

Who is providing your bandwidth? Do you operate a call center or support channel? What technology do you use (both for end user connections and on your network)? What price point are you aiming for in the market?

Feel free to answer or not answer any questions, just curious.

No problems. We are pretty open about the things we are trying to achieve. Just bare in mind this is a start up ISP which we focused on supporting friends and family. But we are looking to grow but while keeping a focus on evolving the service to achieve what our customers (and ourselves as customers) want.

Who is providing your bandwidth?

We are currently using Vibe Communications - very happy with their service! Also keeping an eye on where certain services are putting content in the CDN's and making sure we have good access to those centers, for example, Amazon Sydney data centers are progressively being used to serve content to this asia pacific and we are actively working to ensure we have good speeds there and the best routes that can be provided by our wholesalers.

Do you operate a call center or support channel

Currently we operate primarily email support, which gets escalated to phone support if required. With the customer base quite small at the moment all the customers have my number and email and just ping me questions, which Im happy to help with. Because we are focusing on a customer that is more tech oriented, we try to accommodate a very friendly flat access to help. As we grow we will have to change/adapt this. Customers typically know what they want to be done and just ping with issues and changes.

What technology do you use (both for end user connections and on your network)?

Theres some more info on the site which I can get you an invite to. If you have very specific questions I can have one of the other guys answer this to a level that is more to your level </avoiding answering something which may be out of my depth> :)

What price point are you aiming for in the market?

Pm me your email and I will send you an invite to see the site.

mattwnz

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#1057943 2-Jun-2014 13:39

Email support is pretty difficult if internet isn't working. ISPs need phone support.

mynxnet

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mynxnet

#1057947 2-Jun-2014 13:42

mattwnz: Email support is pretty difficult if internet isn't working. ISPs need phone support.

Ha ha yes perhaps my wording is a bit off. For day to day stuff its email. But there is a support phone number as well.

BigPipeNZ

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BigPipe

#1057977 2-Jun-2014 14:25

mattwnz: Email support is pretty difficult if internet isn't working. ISPs need phone support.

for some people yes, and with some ISPs who don't focus on online support yes, but for anybody with a smartphone (most people nowadays), and with ISPs that regard online as a primary channel rather than supplementary, we've found online-only to be far more effective than phone support

1) if you have a smartphone, it's easy to get support. A responsive site makes it easy to send us a message in a minute or two, using only a few kbs of your data plan
2) we can prioritise inbound emails so the most urgent stuff gets dealt with straight away - you'll never queue up behind non-urgent queries about billing, product enquiries etc
3) if there happens to be a wider outage where lots of people are affected, you'll never wait a single minute on hold. Fire off an email and we'llet you know what's going on.
4) all comms are tracked completely in your email trail and time stamped - so you always have a complete record of everything you said, everything we said, and how fast we repsonded to you. no more arguing about who said what - a pretty common complaint

Basically, what I am saying is that IMHO online is superior to call centre, for everybody except people with feature phones. :)

To the OP - good luck with your start-up (I really mean that, I love NZ startups)
I recommend The Lean Startup, a book by Eric Ries for some great tips on how to most effectively operate.
Looking forward to seeing your site.

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

mynxnet

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mynxnet

#1058001 2-Jun-2014 14:39

Cheers @BigPipeNZ. Loving the way you guys are tackling the problems of the industry using innovation and technology. Will also check out the book, thanks for the tip.

Mighty Ape

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MCPTrainer

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#1067022 16-Jun-2014 21:10

What a nice way BigPipe has on viewing competition :)

solaybro

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#1067050 16-Jun-2014 21:26

What services do you offer? ADSL, VDSL,Fiber?

mynxnet

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mynxnet

#1067057 16-Jun-2014 21:35

solaybro: What services do you offer? ADSL, VDSL,Fiber?

All three, PM me your email and I can get you an invite to check out prices etc.

richms

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#1067123 16-Jun-2014 22:23

I love non call center support. Phonecalls are a waste of time and I generally refuse to even accept phonecalls unless I have it pre-arranged other than a very select few who have my other phone number.

Richard rich.ms

solaybro

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#1067137 16-Jun-2014 22:37

I see you are offering a modem for a fee, what modem is it?

Mighty Ape

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Coil

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#1067139 16-Jun-2014 22:39

richms: I love non call center support. Phonecalls are a waste of time and I generally refuse to even accept phonecalls unless I have it pre-arranged other than a very select few who have my other phone number.

Indeed. You have time to think about your query and sum it up easily for those who can compose a techy related query without the need of voice communication.

All communication with bigpipe on my second line has been very efficient with very little delay on responses.

richms

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#1067141 16-Jun-2014 22:42

I just find the arrogance of businesses that will not email and think that my custom means that I should get interupted to deal with them too much. Banks are the worst.

Richard rich.ms

mattwnz

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#1067142 16-Jun-2014 22:43

richms: I love non call center support. Phonecalls are a waste of time and I generally refuse to even accept phonecalls unless I have it pre-arranged other than a very select few who have my other phone number.

I agree, although the way some companies treat emails is terrible, when they could save them money. Some companies treat them like second class communications compared to phone calls, so can take days to reply, whereas with phoning you get an immediate attention,

mynxnet

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mynxnet

#1067144 16-Jun-2014 22:45

richms: I love non call center support. Phonecalls are a waste of time and I generally refuse to even accept phonecalls unless I have it pre-arranged other than a very select few who have my other phone number.

Being a small start up I have talked to each and every one of our customers on the phone and they know if they have serious issues they can call me to get results fast. Obviously that is not scalable but it helps ease the minds of customers accepting a startup as an ISP. I have found that after the initial provisioning, email is actually more efficient for all involved, with people being at work or busy. During any changeover customers like that fact that someone is watching things happen and reacting. After the connection is done they seem more than happy to defer to email.

Its something we have been watching and developing as a way forward with scalability in mind.

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