D & P BLOG

Behind the Scenes of our Residential Help Desk Category: Blog

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One of the advantages of getting your phone, cable or Internet service from a local company is when you need to call tech support, you’re talking to someone who actually lives in your area and knows the neighborhoods they service. But who are the people on the other end of the line? To give you a peek behind the scenes of D & P Communications’ residential help desk, we asked one of our technicians, Ben Joanisse, to tell us about his job and what a typical day on the help desk entails.

To start with, our residential help desk operators are distributed in our 5 office locations — Petersburg, Adrian, Blissfield, Dundee and Tecumseh — and they work in shifts to allow them to cover a large number of hours. Ben works at our Blissfield office, and a typical day for him involves “a little bit of everything.”

D & P provides a complete range of telecommunications services, so help desk technicians need to be well-versed in telephone and cable TV systems in addition to a wide variety of ways to access the Internet, including fiber, DSL and fixed wireless, which may be used by customers in more remote areas.

But the help desk doesn’t just deal with our own services. For example, Ben recently spent a few days dealing with some problems customers were experiencing when they tried to make international calls. The problem didn’t have anything to do with our local service, but it took our help desk’s expertise to figure out where along the entire network the problem was cropping up, and to reach out to the right people to fix it.

Our help desk technicians also help customers troubleshoot their own equipment. If you’ve purchased a new wireless router and need help configuring it, or even if you just accidentally switched the input on your TV, Ben or one of his colleagues can walk you through it.

Working on a help desk takes a particular set of skills. There’s the technical ability, of course: Ben, for instance, earned his associate’s degree in networking. But beyond that, help desk technicians need to be both patient and very good at description, whether it’s talking a customer through how to fix a problem with their equipment or knowing how to ask the right questions to pinpoint the exact issue.

And for the technicians who work the help desk, every call brings something different.

“I learn something new every day,” Ben says.

To speak to a help desk technician, please call 888-221-2277, email servicedesk@d-pcomm.com, or visit www.d-pcommunications.com and click on the “How Can We Help?” box in the lower right corner of your screen to chat with a help desk technician live.

Meet D & P’s Business Solutions Group Category: Blog

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In business, we all know that time is money. And chances are, the last thing you want to do is waste time dealing with your phone line or your Internet service when you could be helping a customer, making a sale, or doing any of the things that are the reason you got into your business in the first place.

At D & P Communications, our goal is to make setting up and maintaining your phone and Internet service as quick and easy as possible. That’s why we recently brought all the experts involved in serving our business clients under one roof, establishing our new Business Solutions Group.

Combining sales, service and technical support into a single unit, our Business Solutions Group gives you a one-stop destination for everything related to your phone or Internet service with D & P. Are you thinking about switching to D&P and need to know what your options are? The Business Solutions Group is there to answer your questions. Do you need another line installed, a new office connected to your network, or a tech support question answered? You’ll call the same team, so the people you’re talking to will already be familiar with your business and its setup.

Of course, our Business Solutions Group will still have access to D & P’s entire pool of experts, but the important thing is that you’ll never need to worry about who to call.

We want you to think of D & P Communications not as a vendor, but as a partner in your business. We will work to understand your needs, whether your business is large or small, and help you reach your goals. Our Business Solutions Group allows us to provide the level of personalized attention that your business needs and deserves.

To learn more about how D & P can help your business, please give us a call at 888-536-2933. We want to hear from you!

An Update on the AMC Network Negotiation Category: Blog

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Last month, we told you about our ongoing negotiations with AMC Networks, the company that operates AMC in addition to several other channels like IFC, SundanceTV, WeTV and BBC America. You may remember that we, along with many other independent Cable providers across the country, thought we might have to drop the AMC networks and insert replacement channels if an acceptable agreement couldn’t be reached.

That change would have affected 93% of D&P Communications’ customers, so we’re glad to report that after a lot of negotiation, AMC Networks will remain part of our Cable lineup.

D&P is part of the National Cable Television Cooperative, a network of 850-plus independent providers across the United States. Working through the NCTC is what helps us level the playing field when we’re negotiating with much larger companies — and that’s a critical part of helping us keep prices reasonable for you.

The final deal still represents an increase in what D&P will pay for those channels — we estimate that our payments to AMC will go up by about 29% this year — but it’s enough of an improvement over AMC’s original proposal that we felt we could agree to it without causing an undue burden on our customers.

The D&P team is constantly negotiating with content providers to make sure our customers get the best possible deal. This is just one example. As your locally owned Cable provider, it’s our job to look out for our you. After all, you’re not just our customers — you’re our friends and neighbors too.

Increased Capacity Standards for Businesses Category: Blog

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Your business is always evolving. Your Internet service should too.

Business owners, are you running the same company you were 10 years ago?

While your core business may have stayed the same, chances are the way you do things is changing at a rapid pace. And that means your partners, including your Internet service provider, need to stay ahead of the game in order to help you be successful.

Businesses are using more and more cloud-based services. Whether it’s enterprise-level customer management software or something as simple as using Gmail and sharing files through Dropbox or Google Drive, most businesses today use the cloud in some way … and that means they need more and more bandwidth, on both the download and upload sides.

To keep our services ahead of the curve, we’ve modernized our small and medium-sized business packages … while still keeping our rates affordable. You can get download speeds of 10 Mbps for just $49.95 per month. And even our fastest package — 175 Mbps downloads and 40 Mbps uploads, available now in Adrian and Tecumseh — costs just a little over $6 per day.

Oh, and if you’ve ever been frustrated by going to a service provider’s website and not being able to figure out how much the service will actually cost you, we have good news. Our website lists all of our voice and data packages for small and medium-sized businesses with the rates spelled out in black and white. It’s that simple.

Do you run a larger business that needs enterprise-level phone or data solutions, or do you need a custom quote? We can do that as well. D&P Communications serves everyone from the smallest one-person shops to hospitals and school districts, and we periodically review all of our business contracts to make sure we’re providing what our customers need.

If you want to more about getting your business Internet or phone service through D&P Communications, give us a call at 888-536-2933. Our friendly, locally based business support team will be happy to help you!

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