Reliability

Reliability is the new standard for customer experiences, outpacing speed as the metric users care about most. According to 2023 consumer research, reliable broadband is the second most important consideration for people considering a home purchase, and a study by CyLab at Carnegie Mellon University found that users want to know how their broadband will […]

You probably know that Proactive Network Maintenance (PNM) is about finding and fixing problems before they impact the customer. But the other side of PNM is about managing the capacity or bandwidth available in the network. PNM may have started with the former concept in mind, but the latter is becoming more important as we […]

Remote Wi-Fi troubleshooting is the keystone of good customer experience and reduced support costs. The ultimate iteration of this is a fully automated proactive network maintenance system, where Wi-Fi issues are resolved before they impact your customer. When Wi-Fi becomes self-healing, customers enjoy seamless access to your services. The first steps to enable this bright […]

No doubt our cable industry has a unique culture of working and innovating together to solve technical issues. But there are best practices from other communities which we can build from; these practices inform how we can continue to develop toward more reliable services. By “reliable,” as it relates to service, I mean reliable, available, […]

The 10g platform is going to provide reliable service. As the cable industry embarks on the development of 10G services, there is a lot of work ahead, but we already have a strong foundation of experience and technology to build upon. The 10 Gbps goal is about performance. But it must come with low cost, […]

Last year we announced that we’re working with the Wi-Fi Alliance to develop a standard for Key Performance Indicator (KPI) capture in a Wi-Fi network—now officially called Wi-Fi CERTIFIED Data Elements. Optimized and reliable residential Wi-Fi will be critical to deploying 10G and this standard addresses many of the major Wi-Fi PNM-related pain points identified […]

At least 15 percent of customer service calls are Wi-Fi related, ranging from poor connections to video playback issues, translating to more than $600 million in annual support costs for the cable industry (in North America alone). As the Wi-Fi industry looks for ways to increase speed, coverage and support for more devices in the […]