What is an MVNO – and why should you care?

Worldline_iPhoneMichael Geist published an important post on his blog yesterday, focusing on what is behind the recent price increases the wireless carriers dropped on Canadians without the benefit of an explanation or even a press release.

Geist’s opinion?

“The carriers increased prices because they can.”

Money quote:

Indeed, this is precisely what the Competition Bureau of Canada concluded could and would happen in its analysis of the wireless environment in Canada.  In its  January 29, 2014 submission to the CRTC, it stated:

In the Bureau’s view, mobile wireless markets in Canada are characterized by high concentration and very high barriers to entry and expansion. Furthermore, Canadian mobile wireless markets are characterized by other factors that, when combined with high concentration and very high barriers to entry and expansion, create a risk of coordinated interaction in these markets. Given these factors, the Bureau’s view is that incumbent service providers have market power in Canadian retail mobile wireless markets.

And what is market power? As the Bureau notes, “market power is the ability of a firm or firms to profitably maintain prices above competitive levels (or similarly restrict non-price dimensions of competition) for a significant period of time.”

Where ISPs like Worldline helped slow down the runaway pricing for home phone and Internet, (although they still charge a ton more), the Big Three don’t have any real competition when it comes to wireless so the only thing that is reigning them in is, “what is the maximum we get away with without starting another revolt?”

With the wireless marketplace seemingly set as is for the next few years, there is another way to generate more competition, and one that is being actively lobbied for by companies like Worldline.

It’s something called a Regulated Mobile Virtual Network Operator market. MVNOs typically do not own spectrum or wireless network infrastructure. Instead, they purchase network access at wholesale rates from existing operators and offer it to consumers with their own retail pricing.

By setting wholesale price, the government could use regulation to create a new batch of MVNO competitors in Canada.

TingTing mobile is having some success as an MVNO operating in the States and they are also looking to open up shop here in Canada. In fact they’d love to as they are a Canadian company – however one that’s not allowed to operate here due to outdated regulations.

Elliott Noss from Ting wrote:

If the government took the resources they are spending on television ads telling us about how they want fairness in the mobile phone market and spent it on effectively executing a mandated wholesale regime, then Canadians would have real change. In places where this has been executed well, like the UK or Israel, users have immediately enjoyed lower prices and higher levels of service.

Sounds like a good idea, and then, when all the Worldline customers who are begging us to provide wireless service call, instead of saying to them, “We’d love to, but we can’t.”, we’d get to say, “Sure, what do you need?”

Another Worldline Review

WLRLast July, I posted A Worldline Review on this blog. Frankly, it was in response to a negative review that was posted online about us that we considered unfair. The basic point of the post was, for every negative review, we receive a ton more positive, yet it’s only ones trashing us that draw traffic. The old squeaky wheel thing.

Since then that particular post gets read a bunch of times every day from folks looking for a Worldline review.

And it still receives comments all the time. Like this morning for a fella named George:

You say 72% of viewers believe what they read?

I think in your case the viewers maybe right as for every good review I read there is at least 10 bad ones?

I have found over the past 10 yrs. online reviews I have scouted have been 90% accurate & for this reason will not pursue your company for our business!

Negative reviews are simply going to happen. Google “iPhone sucks” and you’re get 69-million responses. What we know is, if a company is not listening to its negative reviews, they’re shooting themselves in your foot.

Here’s my response to George:

Hey there George, thanks for the feedback. This Worldline Review column was posted almost 8 months ago, yet it still is read a bunch of times every single day by Canadians looking for an alternative to ISP’s like Bell or Rogers. That’s very cool because it’s proving that more and more Canadians are finally coming to the realization that they don’t have to take it anymore and are looking for alternatives – like Worldline.

That said, you can trust me on this one, we pay attention to all our reviews a lot closer that you do. Although your numbers are off, (our positive reviews far outnumber the negative ones), we actually appreciate our negative reviews.

Why? Not because we’re masochists, it’s because we learn from them. The feedback from our customers, especially the ones that are having issues, provides us with the information we need to make Worldline better, to improve our processes and as a result, provide better service to our customers.

That’s what we’re all about. Providing the best possible service we can, and we’re very proud of what we do, (and if I do say so myself, justifiably so).

There are a handful of negative reviews that stand out – some do for years  – however for a bunch of those cases, their anger was caused because we cut off their service. No need to get into the “why,” but they ranted and that’s just a part of doing business.

There are a number out there however that were completely justified. Those people had legitimate service complaints because we were letting them down in some way. Here’s the thing though George; we most likely fixed what was wrong when they posted their complaint and they are still with us (our churn rate is the best in the industry), or we were unable to provide them the service they were looking for because, well, we simply couldn’t.

It’s unfortunate when that happens, but, for example 99.9% of our Internet service tickets are due to legacy infrastructure issues, meaning some folks live in places where getting broadband Internet is a dodgy prospect at best and regardless of who their provider is, their service would still be, by most standards, sub-par.

(There’s good news for those people, the federal budget just allocated billions to broadband infrastructure so those cases will become rarer and rarer in the future.)

George, Worldline is growing at an almost exponential rate, and the reason for almost half of that amazing expansion is due to our existing customers referring their friends and family to us.

Ask yourself, would you refer a friend or a family member to a service that sucks?

Those are the reviews we treasure, and rely on most.

All that said, of course no company is perfect. We still screw up from time to time. How we’re trying to be different is, we’re dedicating ourselves to be the most customer-focused ISP in the country, period.

We are on a mission and that is to be the choice for Canadians for their telecom needs not just because we have Unlimited Internet and Long Distance at a fair price; but because we are single best company in the country to work with. We want them to ask themselves, “why would I be with anyone else?”

This “why” is what we’re all about in 2014.

George, if you have any questions, please give our customer service people a shout. They’ll be happy to hook you up with the Worldline service that best fits your needs, and we’ll do our very best to be the best Internet and home phone service provider you’ve ever had.

 

Want To Work For The Best Company In Canada?

Beyond telecomThat’s one of our current goals; to be the single best company to work for in the country.

Are we there yet? Nope, but if we’re not in the Top 100, we’re pretty damned close. In 2014 we are rededicating ourselves to our working culture, and to providing the best products and services in the industry and by doing so, make us the single best choice for an educated business and residential telecom marketplace.

To get there we are looking for the right kind of people. We need highly motivated, happy, creative people who bring it every day.

If that’s you, want to help us out?

SOFTWARE DEVELOPER (Perl/C++/SOA)

The Role

We are seeking a Software Developer with strong technical and architectural abilities and teamwork skills. This role will involve technical management of projects throughout the entire development cycle.  You will design, code, maintain and support both new software and enhancements to existing software to meet product specifications. You will also develop procedures to solve complex technical problems, act as a lead on less complex projects and participate in planning to achieve prescribed objectives.

We are seeking a highly motivated individual with exceptional knowledge of Perl, C/C++, relevant industry experience, strong object-oriented design skills and thorough knowledge of SQL and database application design. Working knowledge of XML and related technologies like XSD, SOAP and WSDL is also required.

Applicants should also have experience with the operation of the Linux Operating System and software development on that platform using the GNU tool chain.

Technical Qualifications:

  • 3 or more years previous experience in Software Development
  • C++
  • SQL
  • Perl
  • PHP
  • HTML/CSS
  • VoIP
  • GNU/Linux Development
  • OOD/Large Software Systems preferred
  • Beneficial : XML, SOAP, MySQL, Java

To apply please forward your resume and cover letter to:

careers@fibernetics.ca

WorldlineLogo.jpgService Delivery Coordinator (contract)

The Role:

The Service Delivery Coordinator is responsible for working closely with the other members of the Service Delivery  Team.  This role plays a key part in ensuring successful installations of our residential customers’ telecommunication services and requires excellent customer service and negotiation skills.  This role will also be responsible for the proactive identification of missing notifications, due dates, and or missedcustomer expectations and the rescheduling of confirmed dates where required.

Responsibilities

  • Ensure confirmation of installation dates with customers
  • Rescheduling of installation dates as required
  • Effectively interact with all levels of employees within Fibernetics
  • Participate in documentation of Departmental Process and Procedures as required
  • Participate in meetings as assigned
  • Develop good working relationships with Suppliers
  • Direct customer communication as required
  • Other duties and projects as assigned

Essential Knowledge and Skills

Bilingual in both oral and written English and Hindi

  • Excellent internal and external oral communication skills at all organizational levels
  • Excellent written communication including the ability to write clear and professional reports, process and procedures
  • Self-motivated and results oriented
  • Able to work independently and efficiently to meet deadlines
  • Extremely professional with excellent interpersonal, relationship, and communication skills
  • Ability to propel andmaintain cross functional resources and relationships with internal and external customers

 This is a contract role to cover a maternity leave.

To Apply please forward your resume and cover letter to:

careers@fibernetics.ca

What’s it like to work at Worldline?

John, Jody and Roy

Co-Founders John Stix (CMO), Jody Schnarr (CEO) & President Roy Graydon

That’s a question we love to get, although the answer is neither easy nor short. When Fibernetics, Worldline’s parent company, was first launched in 2003 there were only a handful of people on board, working insane hours in the basement of the house owned by Jody Schnarr. Today Jody is our CEO and we’ve grown from that small handful (who are all still here by the way) into a much larger family with over 200 employees providing Telco services to hundreds of thousands of Canadians.

Yet, we still believe in the same things we did on day one: Superior service and fair prices are in our DNA – as is a sense of fun in everything we do.

Fibernetics people are from all over the world, with an extensive variety of backgrounds, previous experiences and who come in all shapes, sizes and ages.

We are friendly, hardworking and ambitious people. We love what we do and we especially appreciate people who are excited to come to work every day. Talent and passion are traits we look for in our people. But more than that, we want folks that question the norm, and always look for better ways to do things.

At Fibernetics, we are shaking up Canadian telecom and to do that we need innovators, creators and forward-thinkers…

… who also like to have a good time. We are seriously social around here, and hold events on a weekly basis to bring co-workers together in different environments, be they backyard BBQ’s or bowling or hitting our in-house gym. Fibernetics people are also all about giving back. Our social committee, The Fun Bunch, hold fundraisers to raise money throughout the year to help out the less fortunate in our local community.

Our corporate culture can be expressed in just two words: Beyond Telecom.

What that means is, although we are a telecom service provider to the residential and business sectors, we know we are providing more than just a fast unlimited Internet connection or clear phone calls. We’re providing a high-quality essential service to an overcharged marketplace.

To accomplish that we need a highly motivated, happy, creative staff who bring it every day.

And that’s what it’s like to work at Worldline, NEWT, our business services division and Fibernetics.

NEWT Referral Program: Who wants a hundred bucks?

newt_beyond_telecomPretty much everybody works somewhere right? Well then, this message is pretty much intended for everyone.

NEWT is our sister division servicing Canadian business by providing high quality, cost effective business phone systems and Internet.

They are seriously great at what they do and their customers, from big names like CulliganBullfrog Power and Discount Car & Truck Rental, to smaller businesses like Gallagher’s Bar and Lounge all have one thing in common; they are huge fans of the NEWT products and can’t wait to spout off about them.

So much so that the number one source of new business for NEWT is the result of word-of-mouth referrals. Their customers love to spread the word about NEWT to their associates, vendors and friends because they know how much time, effort and money having a NEWT Managed PBX or NEWT ANA saves them.

Because of that, NEWT decided to give something back to everyone who has helped them grow by introducing the NEWT Referral Program.

For each new customer that NEWT adds, they are giving them a brand new snappy, flashy, plasticy $100 bill to whoever provided the referral.

Cool right? Well, this program isn’t limited to just NEWT customers, it’s open to anyone, meaning, do you want $100.00?

NEWT_PBX_Nov13It’s super easy. Simply submit a referral for a business you think will benefit from a NEWT product, (and frankly, that’s pretty much every business), and a NEWT Business Services Professional will contact your referral to setup an appointment.  Once they’re signed up, you get the cash. It’s that simple.

Know a business that is dropping its calls? Has an antiquated phone system? Needs better Internet access? Then you know a business that needs NEWT.

Check out the new NEWT referral program HERE.