Insider insights: What’s the root cause of ISP support interactions?
Written by Erin Penney
Managing the quality of experience (QoE) that subscribers receive is more of a priority for internet service providers (ISPs) than ever before. In the last decade, ISPs have both enabled and endured various shifts in consumer usage—from HD video streaming to cloud-based gaming, smart device adoption, mesh networking, and the impacts of the COVID-19 pandemic.
Based on analysis of data from over 3,000 ISPs in 200 countries, we discovered that thanks to the efforts of ISPs, both upstream and downstream speeds have seen massive increases over the last few years. Since 2019, we’ve seen as much as 185% and 167% increases respectively.
Even with these increases, though, internet users are facing significant connectivity issues due in large part to smart home device increases and other pandemic-related behavior. These shifts in usage have put an enormous amount of strain on home networks, creating issues that can create more work than ISP support teams are equipped to handle.
In fact, once a home network hosts more than six or seven devices, it’s more likely than not that at least one device will suffer from a poor-quality connection.
To better understand the root causes of support interactions between subscribers and ISPs, we explored our own data from millions of home network diagnostic scans to illustrate key insights in a new research report, ISP support experience report: A global look at what’s driving ISP support interactions.
This collective view of the data from millions of in-home network diagnostic scans highlighted several essential conclusions that can help ISPs reduce costs and improve subscriber satisfaction, including:
It’s time for ISPs to accept that for a number of reasons, including some completely beyond their control, CPEs are not addressing this need and perhaps never will.
To learn more about the issues and trends facing today’s ISPs, download the full research report here.