Why doesn’t your desktop PC or carrier-supplied router complain to the broadband carrier when the network is broken?
After two years of working well, my Verizon FiOS 75/75 service flaked out on a Sunday afternoon. Packets were dropped, even before it was possible to resolve host names via DNS. I managed to do an Ookla Speedtest from my phone and got 25/0.05 as the result.
Thus began a two-hour phone odyssey with Verizon tech support that began with a heavily accented person seemingly in a distant foreign land who was plainly reading from a script. He had ideas that were absurd if you thought about it for a few minutes, e.g., rebooting the wired desktop PC after a report that all devices connected either wirelessly or wired were unable to get Internet access. He ideas that were absurd if you thought it for 5 seconds, e.g., unplugging and checking the coax cable (untouched for two years since the install) going into the ActionTec router to see if it was “in good condition” (how would a consumer know?). He was preparing to send a service technician to the house later in the week, warning that if the problem turned out to be my PC rather than Verizon’s gear, we would be charged (amount unspecified). I asked “Do you have anyone there who is familiar with computer networking?”
The networking person (who asked me to tell him what was shown by a tracert) concluded that it was likely a problem with Verizon’s network and filed a trouble ticket. He also shipped out a new router in case the problem did turn out to be the router. By the next morning whoever had looked at the trouble ticket got everything working again.
As we talk about artificial intelligence and the glorious future of self-driving cars where we will be entrusting our lives to software, I wonder why it is a human job to look at network quality. Verizon actually supplied me with the ActionTec router. The router runs, I think, a full Unix operating system. Why doesn’t the router periodically measure network quality and, if there is a problem, use its last few packets of connectivity to alert Verizon tech support automatically? (Or maybe use the landline channel, which continued to work throughout this debacle.)
One of the great things about paying taxes to support the Great Father in Washington’s antitrust bureaucracy is that we get to choose from either 1 or 2 broadband Internet vendors in any given U.S. location. We also get to choose from device operating systems made by one of three companies: Microsoft, Google, and Apple. Why is it my job to sit at a Windows 10 browser and notice that web pages can’t be viewed? Why isn’t it Windows 10’s job to be able to detect a near-total network failure and send out UDP packets to the relevant monopoly broadband supplier? It is a pretty short list of vendors with whom Microsoft would need to agree on a protocol.
[And, separately, as long as we’re talking about AI, why can’t Microsoft Word notice that there is a bunch of non-bold small text interspersed with bold larger text and conclude from this that the large bold items are headings and should be “kept with next” automatically? Or at least prompt the author “Do you want to keep this with the next paragraph?”]
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