For cable and telecommunication service providers, subscriber self-care dashboards are an essential part of an optimal customer experience. By giving subscribers the ability to adjust settings within the home network, such as WiFi passwords and parental controls, providers are saving operational time and money. However, not all subscribers arrive at a self-care dashboard with the same technical knowledge. This presents a new challenge for service providers, who often end up spending the saved resources on supporting their non-technical users when utilizing the features of a dashboard. Continue Reading
We are quickly approaching a world in which most everyday devices will communicate with a vast ecosystem of other hardware that is connected and integrated with the Internet. In fact, we are almost there today.
Right now, anyone can pick up “smart” or Internet-connected lights, Fitbits, home appliances, cameras, and other hardware from the store around the corner at a reasonable price. This is a segment of technology that is continually developing, and will continue to grow rapidly over the next few years as costs decrease and more opportunities flourish. Continue Reading
We’ve heard a lot of talk about the Internet of Things (IoT) and all its benefits for subscribers and service providers alike, but there has been an increasing level of confusion going around the communication service provider industry between IoT and machine-to-machine (M2M) communication. This confusion stems from misconceptions when referring to both the similarities and differences between the two distinct concepts. Continue Reading
The growing subscriber appetite for mobility of IP services has caused worldwide WiFi-usage rates to reach unprecedented highs. A recent trends and analysis report predicted that by 2020, wired devices will account for 34 percent of IP traffic while WiFi and mobile devices will account for 66 percent of IP traffic.
The rapid rise of WiFi utilization is seen in two distinct areas: high penetration rates of service provider WiFi within the subscriber home and increased adoption of public WiFi hotspots. Continue Reading
Where do most quality of service issues occur in the network?
If you guessed within the customer premises, you’d be right. More than half of all service issues occur within the customer premises, with everything from signal blockage, range restrictions, or outside network channel interference affecting service quality.
In my last blog, we explored how TR-143 consists of two parts — per-CPE network monitoring and network-initiated monitoring — to give operators visibility into network-wide metrics. Let’s dive deeper into how this kind of active monitoring and the full suite of TR-069 specifications can be used to improve quality of Service (QoS) and Quality of Experience (QoE) for subscribers. Continue Reading
Subscriber quality of experience (QoE) can be difficult to quantify. A variety of factors both inside and outside the customer premises can affect a subscriber’s service — and unfortunately, not all of these can be controlled. For instance, within the home network, there may be signal blockage or range issues affecting the service of a WiFi connected device, while outside the network there may be channel interference caused by nearby cell towers or even neighboring networks.
How can network operators and administrators adequately understand the factors affecting a subscriber’s QoE if they are unable to see the external factors impacting service quality? Continue Reading
Last week we investigated how rich data derived from TR-069 can be used to optimize the service quality of a single access point (AP) within the subscriber premises.
Often a service provider will control multiple APs within a multi-dwelling unit, university campus, or other public space. This opens up new doors for optimizing service quality — instead of simply optimizing a single AP, you are now able to control other APs in the vicinity as well. Continue Reading
As we have seen in the first installment of this series, TR-069 offers unprecedented visibility into the customer premises network to highlight devices beyond the gateway, and in the case of WiFi, the issues affecting service quality. Continue Reading
Subscribers today expect to be connected at all times with exceptional service quality. For communication service providers operating in urban environments, multi-dwelling units (MDUs) are a big cause for concern.
Delivering consistently high WiFi service quality in high-density environments is a challenge. The sheer number of nearby access points, electronics, and outside influences can result in a host of WiFi service quality issues that are difficult to diagnose without visibility into the customer premises. Issues affecting WiFi service quality in MDUs may include: Continue Reading