[This blog is the fourth in a five-part series based on the Maravedis report “From Managed Home Wi-Fi to Enabling the Secure Smart Home 2018-2023”. Look for the other blogs, which will be published here on a weekly basis.]
As you read in my previous blogs, many home users suffer from poor Wi-Fi performance and hold their internet provider as ultimately responsible. As a result, service providers are now increasingly taking ownership of the Wi-Fi experience and are on a mission to educate their customers and manage their Wi-Fi experience for them. To this end, while some carriers sell home Wi-Fi as a service, others include it as part of their normal broadband service at no additional cost.
Operators must provide tools for the end users to improve their Wi-Fi experience, as well as arm themselves with the ammunition needed to optimize and gain a better visibility of the home Wi-Fi network, so their customer care agents can better help their customers. Maravedis interviewed several operators—from Comcast and Bell Canada, to Liberty, Swisscom, and Talk Talk—to gain their perspectives on how they tackle the problem.