T h e Verification Experts

CASE STUDY

Expanded Test Capabilities: Suddenlink™ and DOCSIS® 3.0 January 2012

VeEX Inc. 2827 Lakeview Court, Fremont, CA 94538 USA Tel: +1.510.651.0500 Fax: +1.510.651.0505

www.veexinc.com

CASE STUDY: Expanded Test Capabilities – Suddenlink and DOCSIS 3.0

Table of Contents 1. Introduction............................................................................................................................... 3 2. Suddenlink™ Background.......................................................................................................... 3 3. T&M Evolution........................................................................................................................... 3 4. Platform Advantages................................................................................................................. 4 5. Summary................................................................................................................................... 5 About VeEX®.................................................................................................................................... 6 Appendix: Q&A with Andy Parrott.................................................................................................. 6

VeEX Inc. 2827 Lakeview Court, Fremont, CA 94538 USA Tel: +1.510.651.0500 Fax: +1.510.651.0505 www.veexinc.com

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CASE STUDY: Expanded Test Capabilities – Suddenlink and DOCSIS 3.0

1.

Introduction

A cable broadband company serving approximately 1.4 million customers, Suddenlink™ began launching DOCSIS® 3.0-based services in 2008. Suddenlink migrated to DOCSIS 3.0-capable test and measurement (T&M) equipment two years later. In doing so, it seized the opportunity to expand capabilities, opting for a platform that simplified multiple testing requirements, interfaced with workforce management systems, enabled several communication paths and leveraged server-based efficiencies. This work in turn catalyzed similar integrations across the industry.

2.

Suddenlink Background

Suddenlink is the seventh largest cable operator in the U.S., ranked in between Bright House Networks and Mediacom.1 Its major areas of operation include Texas, West Virginia, Louisiana, Arkansas, North Carolina, Oklahoma and Arizona. Headquartered in St. Louis, Missouri, Suddenlink has 5,750 employees. As of June 2011, Suddenlink reported 1.37 million customer relationships and 3.33 million revenuegenerating units (RGUs). Its products and services include digital TV, high-definition (HD) TV, digital video recorders, video on demand (VOD), telephony, high-speed Internet, online video, home security, and commercial TV, Internet and telephony. Annual revenue as of December 31, 2010 was $1.7 billion. Suddenlink began deploying DOCSIS 3.0 technology in 2008, as part of a $350 million, multi-year capital investment plan aimed at extending its high-speed data, digital video and telephony service platforms. Suddenlink’s first DOCSIS 3.0 bonded-channel service tier enabled downstream speeds of 20 Mbps. By the end of 2009, it was offering DOCSIS 3.0 services in systems representing 23 percent of its basic video subscribers. In 2010, Suddenlink doubled its upstream from 1 Mbps to 2 Mbps, offered service tiers of 50 Mbps and an industry-leading 107 Mbps (5 Mbps upstream) and continued to expand its DOCSIS 3.0 footprint. The DOCSIS 3.0 expansion continued in 2011. Suddenlink further promoted the use of broadband for video viewing by offering authenticated online destinations for HBO and Cinemax programming, as well as Suddenlink2GO, an online video service giving subscribers access to a range of television, movie and shorter video content.

3.

T&M Evolution

DOCSIS 3.0 differs from earlier versions of the specification in several ways, most notably its use of four or more bonded channels to enable faster throughputs.2 Although DOCSIS is cross-version compatible, DOCSIS 3.0 is sufficiently different to require new T&M equipment.

1 In terms of basic video subscribers, Bright House has roughly 850,000 more and Mediacom 150,000 less than Suddenlink. 2 Released by CableLabs® in 2006, DOCSIS 3.0 also features enhanced security, lower latency and reduced packet loss, better diagnostics and support for IPv6, multicast and IPTV.

VeEX Inc. 2827 Lakeview Court, Fremont, CA 94538 USA Tel: +1.510.651.0500 Fax: +1.510.651.0505 www.veexinc.com

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CASE STUDY: Expanded Test Capabilities – Suddenlink and DOCSIS 3.0

In 2010, Suddenlink began evaluating its options. What capabilities was it looking for in a DOCSIS 3.0 test platform? “Tools that will provide a full complement of tests – from full signal level with QAM diagnostics, to spectrum analyzer and DOCSIS 3.0 emulation and measurements – so that we can find and fix network issues in the shortest time possible,” Suddenlink Vice President of Technical Operations Andy Parrott said. “We need these tools to work together in a seamless manner,” Parrott added, “so that our technicians can quickly pinpoint issues with auto-test technology.” (For more from Parrott, see Q&A in Appendix). Suddenlink engaged with test and verification solutions provider VeEX in early 2010 to assess its offering. This followed the introduction by VeEX, in October 2009, at Cable-Tec Expo in Denver, of an all-in-one installation and maintenance tester for DOCSIS 3.0 networks. Configured with a dual-band signal level meter (SLM) by default, this product, the VeEX CX350, had evolved into much more than an SLM. That shift had occurred by necessity. When this meter was under development, the large size of DOCSIS 3.0 components forced VeEX to migrate from the small signal level meter (SLM)-form factor to the much larger 300-class platform. That opened the door for incorporating a wide range of options including: • • • • • • •

Dual-band DOCSIS 3.0 cable modem 1 GHz spectrum analyzer Forward and return path digital QAM signal analyzer Long-range TDR and an upstream QAM signal generator 10/100/1000-T/X Ethernet engine Copper and fiber interfaces BERT and RFC 2544 and related Ethernet testing

Those capabilities meant the CX350 could test and troubleshoot backbone connections to the CMTS and verify the full throughput of a DOCSIS 3.0 network. The device also could test T1 PRI and MoCA signals. In terms of applications that were important to Suddenlink, the CX350 supported home birth certificate and automated tests, multiple communications methods, workforce management and centralized server-based data collection. As these companies moved into trials in August-September 2010, Suddenlink began vetting some of these features more thoroughly.

4.

Platform Advantages

Any advanced services provider faces challenges of technical complexity and workforce management. Training is one solution.3 Equipping teams with the right tools is another. Suddenlink’s endorsement of VeEX through purchase orders initiated in November 2010 and deployments that began in March 2011 reflects its commitment to a platform that not only satisfied primary T&M requirements, but which also simplified technology, leveraged assets and increased the value of its workforce. Here are several examples:

3 Suddenlink has a reputation for investing in its technical employees. That commitment was evident in an August 2010 announcement that all Suddenlink broadband technicians and installers employed for at least 90 days had attained one professional certification from the SCTE. “We made this investment because we know that enhancing the knowledge and skills of our workforce leads to greater customer satisfaction and improved operating results,” Suddenlink CEO Jerry Kent said in a statement.

VeEX Inc. 2827 Lakeview Court, Fremont, CA 94538 USA Tel: +1.510.651.0500 Fax: +1.510.651.0505 www.veexinc.com

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CASE STUDY: Expanded Test Capabilities – Suddenlink and DOCSIS 3.0

Tech-Friendly. In describing desirable features of a test platform, Suddenlink’s Andy Parrott said “easyto-use” and “intuitive” were imperative. One helpful feature enabled by the CX350’s form factor was its large, 7-inch touch-screen. Onto this expanded landscape, VeEX built some custom UIs, such as ‘hot keys’ for automated tests. Pre-defined according to the services being deployed, a ‘home cert’ test launches with a single key. The test returns a pass/fail measure. If the home fails, the meter is smart enough to analyze the failure and try a fix. It also can re-run the test and then initiate a network test, rendering the job incomplete; or close the job, enabling dispatch to send a ticket to the maintenance team. TOA integration. Another ‘hot key’ linked to Suddenlink’s cloud-based mobile workforce management and customer communication system. Announced in May 2010, the deployment with partner TOA Technologies had begun the previous year. Integrating TOA with its testing platform became a high priority for Suddenlink, which led VeEX to implement an Android-based browser with store-forward and signature-capture capabilities. Store-forward allows a technician to continue working from stored data if connectivity is lost. Once reconnected, it refreshes and transfers new data. That said, the CX350 is a multi-application device; in other words, a technician can switch between apps without having to relaunch, and TOA remains always on. Communication modes. As indicated in the two points above, these meters also act as communication devices. “Another benefit of the new VeEX meters (is) the ability to pair them with cell phones, Wi-Fi or DOCSIS devices,” said Parrott. That gives Suddenlink supervisors “visibility into repair efforts and control of the meter from remote” thus giving management more ways to support their technicians. The DOCSIS channel is preferable, because it is free. Otherwise, the meter turns to other communication modes. VeEX found a 3G telecard solution to work for cell phones. An effort to connect via Bluetooth failed because Suddenlink’s Sprint-based mobile phones did not allow simultaneous talk and data usage.4 Network-based efficiencies. It makes sense to link meters and the data they collect to network servers, including network health databases. “Such information paints the ‘big picture,’ from which multiple groups can work together to pinpoint and fix issues, often in a fraction of the time it would otherwise take,” said Parrott. The VeEX server itself is divided into a time-zone aware organizational chart, giving management one-click access to reports drawing from every system. It can notice the measurement of an incorrect QAM channel or the failure to turn on a certain feature set. Implicit to the TOA integration were error-reducing benefits such as automatic job ID entry. Servers can also render training material directly to the user. The VeEX server updates software, handles RMA numbers and shipping, and collects cost-of-ownership data for the operator.

5.

Summary

Suddenlink began deploying VeEX CX350 meters in March 2011. Since then, VeEX worked to complete integrations described above. Deployments, which initially focused on technical leaders within particular markets, will continue and deepen across the workforce in 2012. One reason to review this deployment is not because it is recent, but because it has provided a foundation for what VeEX and its customers have achieved elsewhere in the industry. By encouraging a considerable amount of integration, Suddenlink showed itself to be aggressive and savvy in the application of new technology. As such, it has pursued what Andy Parrott calls “the full complement of tests.” It also adopted tools that simplify technical operations, leverage assets and increase the value of its workforce. 4 The same would apply to Verizon and AT&T, although not to Windows-based T-Mobile phones.

VeEX Inc. 2827 Lakeview Court, Fremont, CA 94538 USA Tel: +1.510.651.0500 Fax: +1.510.651.0505 www.veexinc.com

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CASE STUDY: Expanded Test Capabilities – Suddenlink and DOCSIS 3.0

About VeEX®

T h e Ve r i f i c a t i o n E x p e r t s

Located in the heart of Silicon Valley, VeEX provides innovative test and measurement solutions for nextgeneration communication equipment and networks. Founded in 2006 by test and measurement industry veterans, VeEX builds products that blend advanced technology and vast technical expertise with the discerning measurement needs of customers. VeEX core expertise and product lines range from Broadband and Cable TV to Metro and Next Generation Transport Networks. VeEX’s multinational structure consists of several specialized business units operating in different parts of the world. VeEX has shipped more than 20,000 units since volume production began. Industry consulting firm Frost & Sullivan has benchmarked VeEX against other leading test and measurement companies. As a result, among other awards, VeEX is the proud recipient of the 2009 Global Gigabit Ethernet Test Equipment Price Performance Value of the Year, 2009 Global xDSL Test Equipment Entrepreneurial Company of the Year Award, and the 2008 Global Test & Measurement Emerging Company of the Year. The VeEX team brings simplicity to tomorrow’s networks.

Appendix: Q&A with Suddenlink VP Technical Operations Andy Parrott How has DOCSIS 3.0 influenced network operations and maintenance? We have a culture that is constantly striving for “always on” performance and shorter mean times to repair (MTTR). To achieve those goals in a DOCSIS 3.0 environment – which is characterized by download speeds up to 107 Megabits per second (Mbps) and evolving commercial solutions – we require testing and troubleshooting equipment (for bonded channels, throughput, and 64 QAM upstream modulation) that is not only state-of-the-art but also simplifies these tasks as much as possible for our frontline technicians. What capabilities do you look for in DOCSIS 3.0 testing? We look for tools that will provide a full complement of tests – from full signal level with QAM diagnostics, to spectrum analyzer and DOCSIS 3.0 emulation and measurements – so that we can find and fix network issues in the shortest time possible. We need these tools to work together in a seamless manner, so that our technicians can quickly pinpoint issues with auto-test technology. How important/necessary is integrated testing equipment? It’s critically important. Integrating the testing of video, voice, and data into a single platform is vital to certifying that all services are exceeding performance quality levels and we are providing the best customer experience possible. How much of a challenge is it to match skill sets with such devices? The new VeEX meters have made it easier to respond to this challenge. The addition of “hot keys” – which launch auto-tests from the home screen and provide pinpoint data on the location of issues – have helped our junior technicians effectively troubleshoot issues with baseline training. Another benefit of the new VeEX meters: We have the ability to pair them with cell phones, Wi-Fi or DOCSIS devices, allowing supervisors visibility into repair efforts and control of the meter from remote. That type of access helps us support our technicians, without requiring a supervisor on site. Which skills are in highest demand, and least supply? It may seem counterintuitive, but I would say RF skills. Next-generation technicians seem to have a solid understanding of Internet protocols but they often require additional training in RF, which continues to be one of the most important, fundamental ways in which we deliver our products. How would you rank capabilities of testing platforms in importance? The capabilities of the testing platform must be easy to use, accurate, repeatable, intuitive, and (whenever possible) built into the same chassis. With the multiple services we provide customers, we need solutions that offer a simple auto test, capable of performing measurements across all services. A single, simple, reportable test is the ideal solution for operators looking to provide first-class service quality on every technician visit. © 2012 VeEX Inc. All rights reserved. VeEX is a registered trademark of VeEX Inc. Other trademarks are the property of their respective holders. D08-00-008 A00 2012/01

VeEX Inc. 2827 Lakeview Court, Fremont, CA 94538 USA Tel: +1.510.651.0500 Fax: +1.510.651.0505 www.veexinc.com

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