2014-01-09

Nuisance or loss?

One of the huge possible issues with the The Privacy and Electronic Communications (EC Directive) Regulations 2003 is that the only way to make progess is a civil case for damages.

The legislation covers the nuisance of junk calls and junk emails. It is illegal, a crime, to junk call me (i.e. an unsolicited marketing call) because my number is in the TPS. It is also illegal to junk mail me on any of my personal (individual subscriber) email addresses. It has been for over 10 years.

Sadly, the criminal side, the law breaking, is handled by the ICO, who rarely do swat, IMHO.

But the regulations do allow, in section 30, a civil action for damages against someone that has committed the crime. This can be very effective at causing the criminals nuisance at the very least, and in some cases costs. Enough people doing this would eventually screw up their business model.

There are problems, though, and a court case today by a customer of mine against some junk callers has highlighted some of these.

1. In the case of junk emails there is a need for the email to be that of an individual subscriber. After a lot of discussion with the ICO, they have agreed what the law says. If, for the email address, there is a contract between an ISP and their customer for that email, and their customer is an individual and not a company, it is an individual subscriber email address. It does not matter if the email is used for business purposes, has a domain owned by a business, or is clearly a work email address as long as the contract with the ISP is with an individual. This is one hurdle that should be easy to prove to a judge. We have not had that opportunity yet, but proving it to ICO and having an email from ICO confirming that, should help matters if ever we do.

2. Who broke the law? In the case of my customer there was a complex chain of parties that made calls and transferred as a qualified lead to someone else (who I would say clearly instigated such calls, but judge did not agree), and so on. In this case it is important to take all of the parties to court in one case as that means the judge can separately decide if there is a liability from which of them is liable, and could even decide they are joint and severally liable. Taking one to court can, as happened for my customer, mean that they manage to blame someone else and get off as a result.

3. What are the costs of a nuisance call or email? This really is a big issue, and is another reason my customer lost. For most people, most of the time, a single nuisance call or email is no actual cost (damages). But the constant bombardment of nuisance emails and calls is clearly a problem. I even started a petition on this. I want to make it that you don't have to justify costs for claims of up to £50.

So, the legislation is useless if we cannot show any costs. How can a junk call or email have costs? Anyone? Suggestions please? Something a judge may accept?

Well done for trying, Tim, and well done not having to pay costs for their train fares.

2014-01-08

Dear Accounts Departments

I know that it caught you by surprise last month. These things do creep up on you without notice, so I hope this helps.

Just to let you know, in advance, that there will be a Christmas this year.

It is scheduled for 25th December, and there is a serious risk that the 26th December (known as "Boxing Day") will be a holiday too.

It almost certainly means your accounts staff will be on holiday, your accounts department may even be closed for some time around the end of December, and it is more than likely that the person that signs the cheques will be taking some holiday.

Please take this in to account and get the payment signed off BEFORE this all happens. Otherwise you'll have more late payment penalties next year.

Or better still pay by BACS or Direct Debit, FFS.

</rant>

2014-01-07

Incorrect weather

NOT the customer's picture of their site :-)
You can't make this shit up.

I often wonder if there is mileage in a TV show based on our office - can't be worse than one based on people that make motor cycles.

Today, as is usual, Shaun (our escalations manager) is on the phone to our favourite telco, BT plc. It is quite normal that he is getting "assertive" with them. I phrase that as such because he has had years of practice and has been on proper telephone techniques and assertiveness courses and really does it well. One such course was run by BT I think.

So, he is cross that BT stated that an engineer had been assigned to the job and would be on site at the customer by 11am. The poor customer having driven 500 miles or so to be on-site for an engineer yesterday had decided to stay over to wait for the job to be finished today. I do feel sorry for customers when shit like this happens.

By now Shaun was on the phone for a long time, escalating from one person to the next as each told him lies or spoke over him, etc.

The excuse, initially, was that the engineer missed the 11am deadline because of "incorrect weather".

Seriously! I would not have been as calm as Shaun after that.

After a few levels of escalation, he was trying to get to the bottom of this, and they said it was "storms".

OK, storms, stopped an engineer getting to site - wow - well, there has been some bad weather in some places - that is possible. Well, we could all over hear Shaun, and we all did a double take at what he said next.

He explained, very calmly, that this customer had, on-site, on-line, an interactive weather station and camera showing clear skies, dry, 9 degrees, and very little wind. What storms?

You have to love customers like that. It almost rang my bullshit alarms, but I went to his desk and there on the screen are the on-line weather station stats for the customer's site. No bullshit at all.

The arses still did not send an engineer today, but that has to be the quickest and best answer I have seen to such a comment in my life. He has spent a lot of time on this, and I am sure the customer will get the "best" service we are able to get him for this. But well done.

Hats off to Shaun, and the customer, for that one.

Best efforts

Just one of the things that annoys me is when someone (e.g. BT plc) offering a "best efforts" service as a way of saying "yeh, well, it can be crap some times".

"Best" has a meaning, and if there is any way that the service could possibly be "better" then what we have is not "best". Adding "efforts" to the end does not really add much to the meaning. "Best efforts" should mean the best they can do.

So why is it that a "best efforts" service is not as good as a "committed rate" service at a higher price?

Heck, when doing QoS stuff over BT, "best efforts" is one of the lower settings, with "guaranteed" being higher. How can "best" not be, well, the best? What is better than best?

Then we get to phrases like "Your order has been acknowledged and BT is aiming for provisioning it as soon as possible." which is the normal response on a standard DSL provision with BT.

But hang on, if I give them around £100 more for an "expedite", it will be sooner. How the hell can it be "possible" for them to provision the service sooner than "as soon as possible" exactly?

It is all blatant lies!

It is not so much that there are different services for different prices - that makes perfect sense. It is that they lie about it - they claim to be providing "best efforts" but there is better, or "soon as possible" but there is sooner.

Why lie? Why make up crap?

Arrrrg!

2014-01-02

iMessage [email protected] please

Update: Finally fixed - thanks to some reports in to Apply by various people - that you all - but still not rolled out and still causing issues. No need to send me a text/email/iMessage now - thanks everyone/


Update: Reward! If this gets fixed, the first person that emails me evidence that their complaint to apple got it fixed gets a free 6 character email address (forwarding to address of their choice).

Apple iMessage is broken, and lots of people are unable to iMessage me on my normal email address. Most of my family have similarly short email addresses. I have complained to Apple, and several of my friends have. We are getting nowhere with this. I even tried to convince OFCOM that Apple are a communications provider and so have to have ADR, but in spite of the wording in the Comms Act, OFCOM do not agree!

So, how can you help?

Note: Apple staff are welcome to send me test iMessages as well.

Step 1: Go to iMessage and start a new message and enter [email protected] and then put the cursor in the Message part.

The address changes colour, red, green or blue.

So, What do the colours mean on an Apple iMessage?
  • Blue means you can iMessage. Please do just message me the word "blue" so I know how many people can.
  • Green means you can text or MMS but cannot iMessage. It may be worth trying to message me the word "green" but I suspect you will get an error.
  • Red means you cannot message. Do try and send the word "red" anyway. This is normally an iPad or Mac which cannot text/MMS.
Note, green will mean sending by MMS which may have a message charge, so you may not want to do that. But please do complain to apple that iMessage is not working!


Step 2: Type a message, ideally just the word "red", "green" or "blue", followed by "iPad", "iPhone", "MacBook", etc, and try send. You may however see a message like this saying that [email protected] is not available.

I can't easily see which address you messaged, so do say you are testing if not just sending the colour. Happy to discuss this on iMessage.

If you would rather just comment on the blog to tell me what happened, feel free. I am not collecting email addresses and numbers, honest.

I'll update notes on here to say what I have discovered.

Step 3: If it would not send as iMessage, contact apple support and tell them you cannot iMessage [email protected] or for a real bonus, ask one of their genius's if you are going to an apple store. Do let me know the various crazy excuses why they say it won't work!

I am sure that if enough people do this they will, eventually, fix it.

The issue, it seems, from various tests, is that some parts of their system block 6 character email addresses. It is fine if 7 characters.

What is especially odd is that if I iMessage someone from a 6 character email address they cannot reply, but if I iMessage two people from a 6 character email address then both can reply to the group!

If someone wants me to iMessage them and someone else as a test to demo this to a genius, please do let me know.

If you are a registered apple developer, please file a bug report. See notes below for details - main issue is unable to sent to 6 character email addresses.

As you can see, I have [email protected] set up for receipt of iMessages.

Obviously, at some point, I'll turn off [email protected] - I'll update this post when I do. Lets hope it makes them fix it.


Notes.

  • The address typically fails to verify, coming up red or green and not blue.
  • On an iPad it seems that even when red, messages can be sent!
  • On an iPhone it will try MMS or fail.
  • On a Mac it fails to send as iMessage
  • Replying to a message from [email protected] has the same problems, but when they try and reply I see the "..." (typing) icon, but no more, and the sender gets an error.
  • If I message from [email protected] to a group of people then they can all reply to the group, and I get the replies.
  • Someone hassled apple who gave their iMessage. I iMessaged them and they could reply! But that may, of course, have been an iPad. They weren't keen to talk.
  • The best we have so far from Apple is that they recommend using a longer email address as a work around!!!!!
  • We have an apple developer account, and like several others, we have reported as a bug - but Apple have actually asked for debug logs (which we have no supplied). You never know, they may be finally working on it.
Stats:
  • "Green" arriving by MMS in my email: 38
  • "Red" arriving by iMessage (from iPad): 16
  • "Blue" arriving by iMessage: 1 (from iPad)*
  • "Blue" arriving by iMessage: 2 (from MBP / air)
  • "white" arriving by iMessage: 1 (from iPad touch)
  • "Green but blue after 30 seconds or so" via iMessage: 1 ?
  • Could not be sent: 1 (but I won't be told all of these)
  • FFS, someone sent "red green or blue", really?!?!?!
* I did not ask, and have deleted the address, but it is possible this is one of those cases where  someone has looked at the colour of the message text, which is indeed blue when sent from an iPad, even though the address is red.

Explain the difference: Modem, Router, WiFi

The way many ISPs sell services it is getting increasing confusing for consumers to understand the different components that go in to making "The Internet" work in their home.

For many people it is just a black box.

So here, I am going to try and explain the difference between a modem, a router and wifi, as well as the reasons you may want to buy one or more of these components separately.

HiFi

To try and put this in to context, anyone of my generation will remember HiFi (no, not WiFi, I do mean HiFi). This is how we listened to iTunes back in the day :-)

You had components to a typical HiFi system which included things like a turntable, a tape deck, an amp, and speakers. You could buy them all in one simple cheap unit from someone like Amstrad if you wanted to, although the speakers were usually physically separate boxes connected by wires so that you could place them left and right.

Alternatively you could buy the various components and connect them together. You may buy the same make of components (i.e. from same manufacturer) but select which specific models you could afford, or you may choose to buy from different manufacturers because you feel that each was best as some areas and not others. (Ironically, some of the single board solutions where styled to look like separate boxes stacked up)

The main advantage of one box was cheapness, but you compromised choice and quality when doing this. Buying components allowed you to choose what you wanted, pick the right models that suited your tastes and budget, and get the system exactly the way you like it. It also allowed individual components to be replaced if you wanted, or of they broke.

Modem

If you are using broadband you will typically have a service from an Internet Service Provider (ISP) that runs via a phone line. This could be a normal ADSL service (the typical, up-to around 20Mb/s type services), or VDSL (the higher speed, often mis-named "fibre", services of up to around 80Mb/s). We'll ignore cable modems for now, but the principles are similar.

The modem is the bit that connects to the phone line and makes the broadband signals work on the line. Modem actually stands for Modulator/Demodulator because of what it does.

The choice of modem is mainly down to how well it works on your specific lines. Most modern modems work very well on most lines. Occasionally, on long lines, we find one make of modem will work better that another on a specific line. This is because each modem will use one of a small selection of chip sets, and each chip set has proprietary software that work well in some cases and not others.

This makes it a bit hard to pick a modem - you may not know which will be best for your line without some trial and error. In practice, for most people, there is not a lot in it as they are all pretty good.

There is, however, a key point that you have to have the modem that is right for the service. Generally a modem is either ADSL or VDSL but probably not both. Until now you would only be buying an ADSL modem as the BT VDSL services come with a modem supplied, but ISPs will now start offering wires only VDSL services. Trying to use an ADSL modem on a VDSL line will not work.

There are also other features. For VDSL there is a new vectoring feature that BT expect to launch soon, and not all modems support. For ADSL, which are almost all ADSL2 and ADSL2+ capable now, you may want AnnexM for higher uplink on the line, and not all ADSL modems do AnnexM (though, most do).

Ideally your ISP should be able to help you get the right type of modem for your services.

The modem connects to the phone line on one side (using a 4 way US style phone cable, usually via a splitter or adapter to a BT phone plug). On the other side, the modem connects to a router (using an 8 way Ethernet cable).

Router

The next component to consider is the router. This connects to the modem. It works at a different level and provides IP (Internet Protocol) packets. It is responsible for actually logging-in to the ISP to allow your connection to work.

Often a router will have a modem built in and so you don't need a separate modem. In some cases, even if a modem is built in, you can use the router with a separate modem if you like. A good example is where the router has an ADSL modem built in, but you have a separate VDSL modem on an FTTC line so do not use the routers modem at all.

When the router and modem are separate, they are connected using an Ethernet cable (8 way connector) and use a protocol called PPPoE. It is actually possible to use PPPoE directly from most computers, e.g. a Windows or Mac laptop, connecting the laptop to the modem directly. This is really useful for testing as it lets you confirm if the modem is OK independently of the router.

Routers do vary a lot. One of the key aspects of routers is whether it supports the current Internet protocol (IPv6). Another important aspect is whether it has some sort of firewall, and if so, what sort of firewall. You can have a separate firewall if you want (yet another component). If you have Network Address Translation (NAT), that is usually in the router itself, and may mean you don't have to bother with a separate firewall.

There are a lot of subtle features that can affect the choice of router. One example is how well the router copes with re-connecting after an outage. It is so annoying for a network blip of some sort to leave you with no Internet until you reboot your router, and even worse if it is some remote, unattended, site.

The router typically connects to your home network. It may include a network switch and so have a number of 8 way Ethernet sockets. You may have it connected to a separate network switch (yet another component), or perhaps first to a firewall. If you have a separate WiFi, then that would be connected to the router or firewall via an 8 way Ethernet cable.

WiFi

Wireless Internet connections are increasingly common within people's homes, replacing or supplementing the wired connections and network switches. They are very useful and found on laptops and tablets and phones.

For WiFi to work you need an Access Point (AP). This can be packaged in to a router or router/modem or connected separately. Even if your router has a WiFi AP built in, you don't have to use it - you could turn it off and buy your own separate APs.

In general, if you have a fixed desktop PC you are far better off using an Ethernet cable to connect that to your router/firewall than using WiFi. WiFi has limits on speed and latency (not good for gaming) and is subject to interference from other WiFi and non WiFi sources. It is also shared by all of the devices using it. A cable is always better.

There are many sorts of WiFi available, and usually have complicated codes like 802.11a, 802.11n, and so on. These are then confused by 2GHz and 5GHz options which are related to the different frequencies used and the protocols used.

I am not going to try and go in to a great deal of detail on the different types - there are far better web pages for that - the point here is that there is a choice. The choice is around budget, number of devices that the AP can handle, speed of wireless connection, compatibility with devices you have, and so on. In general the range of signal on a single AP is not so much of a choice as this is based on standards for the power used, so normally the same from one AP to another working to the same specification.

This is where buying components is a good idea - if your home has thick stone walls, or lots of floors, you will find that a WiFi signal will not work well in many parts of the house. You have to consider where to put a single WiFi Access Point for best coverage, and that may not be where the router is best located.

You can normally connect multiple APs on the same named network (the SSID) and that can work well. Devices will typically switch over automatically between the APs as you move around the house, though this can mean losing signal briefly. Each AP will normally be connected via an Ethernet cable back to your router/firewall.

It is possible to get WiFi repeaters which act as a WiFi device on your existing wireless network, and then provide further WiFi as an AP. These are not quite as good as running a separate new Ethernet cable to each AP.

One of the other annoyances with APs is reliability when working with some devices. There seems to be quite a lot of variation, with many APs needing rebooting occasionally. The two main makes I would recommend are the Apple Airport range, which seem to just work and the Ubiquity UniFi range which are ideal for wider areas needing several APs. The UniFi also have a cool feature of seamless handover between APs as you move around, as well as entry level models at a very reasonable price.

Unless you have a small house that can be covered by a single WiFi AP with no problems it is well worth getting separate APs and setting them up where you can get the best signal, cabling them each back to the router/firewall.

Update: If you get additional APs then, ideally, you need to cable them back to a network switch. This could be an Ethernet cable, and usually power to the AP. There are two other approaches that help. (1) Some APs will work with Power over Ethernet so the power can be connected by the network switch (e.g. router) and only need an Ethernet cable to the AP. This is great when the AP is best located somewhere that is not close to a power point. (2) It is possible to get Ethernet over Power adapters allowing Ethernet to use the power wiring, meaning that power at the AP elsewhere in the house can also provide the Ethernet connection via that adapter. (3) Obviously you could have Ethernet over Power to a separate power point, and there have the Ethernet over Power adapter and connect the Ethernet via a Power over Ethernet to allow just a single Ethernet from that remote power point to the AP, if that makes sense.

Combinations

It is not uncommon for an ISP to provide one box which is modem, router, firewall, and WiFi AP, all in one. For a simple, cheap installation, just like the Amstrad HiFi, it may be ideal for lots of people. Another very common mix is modem and router/firewall. Until recently, the VDSL modem was usually separate from a router/firewall/WiFi box.

In many cases the standard device you are provided by your ISP may well be perfectly good. It may also be that you can use some of the components, and sensibly get a separate device for some aspect. You can usually turn off the built in WiFi and get a separate WiFi AP or set of APs if you need. You may be able to use the modem in the supplied device and configure it in bridge mode to link to a separate router/firewall. You may be able to use the supplied device router/firewall with a separate modem using PPPoE, ignoring its built in modem.

Don't be fooled

One of the reasons people are confused is some adverts from some big providers. You see providers offering the best signal or most reliable WiFi or longest reach for WiFi for the Internet Service they are selling. These are typically aspects of the WiFi AP part of the equipment they supply with their service. It is not really an aspect of the Internet Service they are selling at all, just a feature of the kit they choose to include.

You can buy service from an Internet Service Provider that provides a good Internet Service, or one that is the right price for you, and then separately buy WiFi APs that meet your specific needs to give you the best performance and reliability and range for WiFi in your home.

2014-01-01

Happy New Year

Well, another year over. Welcome 2014, and Happy New Year to you all.

This blog is an odd mix - with serious comment on technical and political and consumer issues, as well as interesting technical posts like 3D printers, and s/w design, as well as silly things. Some times I have my views and explain them, with other times asking what people think if I really do not know the answers. The debate is always interesting, and occasionally controversial.

But the blog would be nothing if nobody read it. According to the stats from blogspot, I have finally reached the million page views, and December's total confirms that. 1,011,157 wow!

Once again, I have looked back at what makes my blog popular and again I am at a loss. If I understood this shit I would be dangerous. I wonder if people that do marketing professionally really understand it too.

Of the top 10 pages ever, there is one that stands out as a likely candidate, What a moron... (No. 6) being a page about an pre-recorded response to junk callers, catching hundreds of them. It is a common annoyance that we can all get behind.

But then, oddly, * is also there (No 8), and that is a very specific technical issue of a bug in asterisk. That seems such a specific issue that I am amazed it is up there. It could be that a blog post with such a simple title gets people intrigued, or something. No idea.

The top hits are سمَـَّوُوُحخ ̷̴̐خ ̷̴̐خ ̷̴̐خ امارتخ (No. 2) which controversially crashed a lot of iOS devices, or did it? I checked before posting that it did not crash mind because of the way bloodspot presented it. The issue of the crash, and that I posted it, were both controversial, making Crashing blog post No. 1 page with over 300,000 page views!

But then you get somewhat unexpected pages, like § (No. 3) and Stranger key on my keyboard! (No. 5), Really strange key on my keyboard? (No. 7) and Strange key on my new keyboard? (No. 9). I mean WTF? These are just silly posts about keyboards. Why are keyboard posts so popular?

Finally, there are posts about blog posts! Popular blog post (No. 4) and New blogger - has no title on posts (No. 10) which are almost as strange!!!

I am sure 2014 will bring more debate on Internet filtering, and 3D printing, but we'll see what other topics take my fancy. Happy New Year all.

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