Wi-Fi® is no longer a supplemental network connection around the home, business and while out and about: It is often the primary means of connection to the internet for many people. Increasingly, the end user is using Wi-Fi even in preference, often without knowing it, to their 3G or 4G/LTE connection. When Wi-Fi is problematic at home, faults are reported to the service provider. It is estimated that 30 to 40 % of service calls are now related to Wi-Fi issues and this technology is a source of much end-user frustration.

  • Wi-Fi Issues may cost providers $2 billion per year
  • Nearly 60% of users have reported problems streaming video over Wi-Fi
  • 80% of Smartphone data usage occurs in Wi-Fi accessible areas; cellular data accounts for only 20%. Wi-Fi “offload” is increasingly important
  • 30 to 40% of customer calls are Wi-Fi related

Current workflows do not address Wi-Fi well; the environment is not characterized taking into account traffic, congestion and interference. With cable operators (MSO) and Telco’s competing head to head, their battle is against “churn”. Any method to enhance the broadband customer’s satisfaction and build loyalty is key to maximizing revenue in a very competitive marketplace. With ever increasing “over-the-top” (OTT) services for high-definition and ultra-definition video streaming and videoconferencing the definition of “broadband” is changing; with the FCC recently stating that 25 Mbs-1 is the minimum acceptable downstream rate.

Wi-Fi® is a registered trademark of Wi-Fi Alliance