How to Improve Customers’ Wi-Fi Service Perception

Although more than 85% of users don’t know much about what it takes to provide their internet service, their perception on service quality has a huge impact on the operator’s bottom line. Check out how operators can easily improve customers’ Wi-Fi service perception with some of Intraway’s solutions.

Customers’ Wi-Fi Service Perception Can Make or Break You

Consumers hold operators future in their hands by recommending or complaining about the service to everyone they know. An unsatisfied customer not only generates extra costs when asking for technical visits but also may request unnecessary changes to their cable modems.

Operators need to find the most comprehensive way to help and retain their customers, such as network measurements and surveys that will help users view the status of their service and the improvements they can make.

Some applications contribute to making this type of measurements. Intraway’s QX probes help CSPs by indicating how their service is doing throughout the territory, their weaknesses in certain sectors and how to overcome them.

In today’s world, modem interference at the household level is also common but can be resolved easily. Let’s delve in deeper.

How are Wi-Fi access points or routers installed?

Commonly, operators install CMs and leave them in the “auto channel” mode, performing a rotation of channel in the modem from 1 to 11.

The auto mode is assigned. Service providers do not have applications implemented in their provisioning that assign the same channel to a CM, whether it is restarted or has any type of alteration. Currently, they have deployed applications that only work to change channels. As these go directly to the CM and are not supported in the database of the device provisioning if a CM restarts, the configuration settings are lost and the CM returns to its natural state: Automatic.

As more new orders are installed by technicians, we end up with more and more devices in the “Automatic Channel” mode.

Providing excellent Wi-Fi installation QoE

Companies are choosing to increase their investments by significantly improving the end-user service and at the same time, boosting their reputation. Here’s how Intraway helps leading operators in North and Latin America solve this service provisioning issue.

With Intraway’s Wi-Fi module, the technician can leave a record in a database before ending the modem installation that supports this information in cases of reboot or shutdown. The configurations that are performed are SSID, Password, Security Mode, Channel radio status, and DMZ. This module goes hand in hand with the provider of modems and the administrator of the platform but requires an allocation of OIDs of each model of the modem to have a correct operation.

This way, CSPs can solve access problems at the household level, since they can establish a channel for each home and avoid interference. One thing to keep in mind though is that they must perform a mapping of the building where the system is installed as one channel must be assigned to each modem. Also, bear in mind that there may be more than one provider in a building. Therefore, this mapping can only be performed for modems from the same company.

Another solution that helps these issues is an intelligent module that works together with the qualities of the modems and performs a scan from the modem to see what channels of radiation are around. This information is tabbed, processed, and assigned to the modem to provide the best performance without interference from the other modems. The advantage of this is its intelligence – it does not require a prior analysis by the probe in real time each time and can always deliver the best channel for a correct filing of the signal.

With these solutions, operators can save money and minimize technician’s visits and the number of calls to customer service, as well as keep the customers happy. Everyone wins!

To learn more, visit Intraway’s Quality of Experience probes web page.