Key Takeaways ISP support teams stay in firefighting mode because they lack subscriber-level visibility, not because they lack skill or effort. A single support contact costs between $7 and $15 to handle. At high ticket volumes, that adds up fast. The most expensive...
There's a type of broadband churn that at least makes operational sense. A subscriber calls, complains, you do your best, and they leave anyway. That's painful, but it leaves a paper trail - there’s a ticket, a technician note, and something to learn from. Then...
“My internet is slow” is one of the most expensive sentences a subscriber can say—not because of the call itself, but because of what it often leads to: the triage, the context-switching between systems, the truck roll that may find nothing, and the subscriber who...
The Cost of Slow Internet Tickets Customer Support Leaders at regional ISPs consistently deal with the same set of frustrations: "Slow internet" is the most common complaint your team receives, and the hardest to diagnose quickly Tickets that should take two minutes...
In this article: Why in-home Wi-Fi issues are misdiagnosed as ISP network problems How to identify subscribers with in-home Wi-Fi problems before they call Turning Wi-Fi diagnostics into a managed router and mesh upsell pipeline The support triage benefits of...
Broadband Bunch Podcast Recap Preseem CEO Dan Siemon recently joined the Broadband Bunch podcast with host Pete Pizzutillo to chat about (among other topics) how our platform can help regional ISPs proactively improve network operations and support as a way to survive...
Most Common Network Issues Affecting Regional ISPs We spend our days talking with fixed wireless and fiber operators about their toughest network challenges. A recent example of this was our investigation into the three most common network problems for fixed wireless...
Understand and Solve Technical Support Issues Faster In today's competitive ISP landscape, customer satisfaction hinges on delivering a fast and reliable internet experience. Efficiently addressing subscriber-reported "slow internet" issues and proactively identifying...
Shifting subscriber behaviors and increased usage of real-time entertainment applications are putting more and more pressure on today's networks to keep up with the still-growing demand for wireless data. According to a recent CTIA report, Americans consumed over 100...
Reduce Network Congestion and Support Calls In November last year, Netflix ran into a bit of a PR disaster when its live stream of the Mike Tyson-Jake Paul boxing event dissolved into a buffering and glitch-filled debacle that drew more than 100,000 reports of network...
Network Troubleshooting for Regional ISPs Proactively Find and Fix Issues, Reduce Support Calls, and Drive Growth One of the main challenges for regional fixed wireless, fiber, and hybrid ISPs is that they’re often forced to take a reactive approach to Access Network...
Preseem to Launch Fiber Features for Hybrid ISPs In recent years, fixed wireless operators have been feeling the squeeze from both sides. On one hand, fiber and cable providers have been overbuilding in areas typically served by WISPs, driven by consumer demand and...
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