The ISP support experience 

A global look at what’s driving ISP support interactions

In this industry report, you’ll discover:

The true causes behind excessive support engagements for ISP teams

Essential trends that will inform support strategies for the coming years

What ISPs can do to deliver WiFi QoE in the face of these trends

Managing the quality of experience (QoE) that subscribers receive is more of a priority for ISPs than ever before—and research shows that priority starts with preventing and resolving WiFi issues. But our proprietary data shows that’s much easier said than done, thanks to issues like spiking numbers of connected devices, shifts in societal uses of home WiFi, and even a lack of plan rightsizing.

This report contains insights from millions of home network diagnostic scans conducted using the RouteThis platform in over 200 countries worldwide. In some cases, as much as 50% of support engagements were caused by problems with home WiFi setups.

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