03-21-2023 Zito Media UpdateZito Media Update
GOALS
Create stable broadband network
Offer high quality internet, video, and voice products
Transition video to state-of-the-art streaming platform
Maintain local office presence
Local technical staff employing industry standard
maintenance procedures
Trained call center staff achieving strong performance metrics
CHALLENGES
Hundreds of miles of plant
Identifying problems
Implementing solutions
Staffing during Covid aftermath
Particularly challenging in service industries
Depth of training in pre-existing local workforce
Mindset and practices
Design
Maintenance procedures
PROGRESS TO DATE
Improved signal leakage equipment to help identify
system impairments and reduce noise in the system
Preventative network monitoring system
Uses data from cable modems to identify system problems
Full time contractor to add maintenance resources
and implement industry standard practices
30% additional call center staffing with significant
increase in training
System upgrade planned and initial phase equipment
and circuits ordered
COMPLETED MAINTENANCE JOBS
57
34 31
0
10
20
30
40
50
60
Feb-22 Mar-22 Apr-22 May-22 Jun-22 Jul-22 Aug-22 Sep-22 Oct-22 Nov-22 Dec-22 Jan-23 Feb-23
Completed Maintenance Jobs
COMPLETED SERVICE CALLS
291
338
167
0
50
100
150
200
250
300
350
400
Feb-22 Mar-22 Apr-22 May-22 Jun-22 Jul-22 Aug-22 Sep-22 Oct-22 Nov-22 Dec-22 Jan-23 Feb-23
Completed Service Calls
CALLS FROM PITTSYLVANIA COUNTY
2039
1633
1016
0
500
1000
1500
2000
2500
Feb-22 Mar-22 Apr-22 May-22 Jun-22 Jul-22 Aug-22 Sep-22 Oct-22 Nov-22 Dec-22 Jan-23 Feb-23
Phone calls answered from Pittsylvania County
CALL CENTER PERFORMANCE
58
198
29
0
50
100
150
200
250
Average Speed Answer
(Seconds)
Average Speed Answer (Seconds)
63
29
74
0
10
20
30
40
50
60
70
80
Service Level (% calls answered
within 30 seconds)
Service Level (% calls answered within 30 seconds)
SYSTEM UPGRADE--NODES
Upgrade Description Benefits
Replacement of all nodes in
system with remote phy cmts
nodes
New technology allows the
separation of cmts intelligence
from the physical interface. This
change pushes the physical
interface into individual
neighborhoods.
1.Signal is perfect where it is
originated and this pushes
that point out to the
neighborhood. Signal quality
is maximized while signal
distortions are minimized.
2.Link to neighborhood nodes
are 10 Gbps Ethernet. Links
are high capacity and more
robust.
3.Visibility to neighborhood
nodes is improved—better
able to monitor and manage
these links.
SYSTEM UPGRADE--AMPLIFIERS
Upgrade Description Benefits
Upgrade of entire return path to
85 Mhz
This will either replace or
significantly modify each
amplifier in the system to enable
the upstream to use frequencies
up to 85 Mhz.
1.Greater upstream speeds.
2.Greater upstream capacity.
3.Higher upstream frequencies
are more robust because
they are subject to lower
noise levels and interfering
signals
4.Allows room for more
advanced upstream signal
protocols which are more
efficient and more robust
SYSTEM UPGRADE--CIRCUIT CONNECTIONS
Upgrade Description Benefits
Upgrade of current internet
circuit to multiple dedicated
circuits to Atlanta
This will replace current internet
circuits with dedicated capacity
to Atlanta where the Pittsylvania
County network will be hooked
into Zito’s 100 Gbps national
backbone
1.Greater capacity.
2.Greater reliability due to
redundant and diverse paths.
3.Direct access to Zito’s peering
relationships with major
content providers.
4.Access to Zito streaming
video platform.
5.Better connectivity to Zito’s
voice network.
SYSTEM UPGRADE --VIDEO
Upgrade Description Benefits
Conversion of video to streaming
technology
Current equipment is based on a
broadcast video technology
which is more than 30 years old.
This will convert video to Zito’s
state-of-the-art streaming video.
Channels and content will
remain largely unchanged, but
the underlying delivery
technology will be upgraded.
1.More features such as
network based DVR and
replay TV.
2.Compatible with Roku and
FireTV televisions and sticks.
3.No more wires required;
operates through in home wifi
network.
4.Also works on PC’s, phones,
and tablets in the house.
5.More cost effective for
customers.
6.Easier migration to 4K and
other higher definition
standards.
7.More reliable—fewer channel
outages and quicker
resolution.
Caveat: With any video change or conversion, there will be
some customer resistance or dissatisfaction, particularly
among the older population. While this is clearly an
improvement technologically, you can expect to hear some
resistance to this change.
SCHEDULE
Circuit conversion now expected to occur in next 3-4
weeks
Node conversion will begin immediately after circuits
are converted
Amplifier (return path) upgrades will proceed along
with node conversions
Project expected to be completed by the end of this
calendar year