How to Reduce Trouble Tickets and Truck Rolls

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According to interviews with service providers by Omdia research, up to 60% of all broadband support calls are WiFi related. And WiFi issues can be one of the biggest drivers of customer churn.  It has been estimated that the cable industry spends more than a billion dollars a year troubleshooting home WiFi. Home networks are more complicated than ever and require smarter solutions to make the most complicated networks easy for customers.

The solution to this challenge is to get ahead of WiFi and Internet service issues with an intelligent, proactive solution that optimizes and resolves WiFi and home network problems before your customer is impacted.

Shift from Reactive to Proactive

Hitron’s Home Network Management solution enables you to shift from a reactive to a proactive approach to WiFi support.  Hitron’s solution leverages the power of Machine Learning and Artificial Intelligence (AI) to improve every aspect of the customer experience, adapting the network based on the customer’s specific needs.  When a networking issue does arise, the MyHitron app proactively resolves the issue before the customer is negatively impacted. This self-healing feature helps reduce your operational costs, reduces the number of customer support calls and reduces trouble tickets, while delivering consistent and reliable WiFi throughout the home.

Self-Healing WiFi = Less Truck Rolls

With Hitron’s Home Network Management and Managed WiFi solution, your customers take control of their home networks, literally in the palm of their hands through our smart WiFi app.  The MyHitron app is an intuitive self-serve dashboard that is accessible from a smart phone or computer, housing tools to enable your subscribers manage their home network themselves. This includes detailed network health monitoring and optimizing.  Your customers can monitor historical and current network performance and perform troubleshooting that enable them to fix basic WiFi issues easily and efficiently. In addition, your subscribers can manage the devices connected to their network and enable advanced security tools to keep their network and devices secure.

Adaptive Optimized WiFi = Less Trouble Tickets

With Hitron’s Managed WiFi solution, your subscribers’ home networks are proactively optimized using Artificial Intelligence and Machine Learning, ensuring the highest performance and best customer experience for coverage and connectivity.  And with the MyHitron app, they can easily manage and control their home network and connected devices including:

  • Change passwords
  • Create Guest networks
  • Share Guest network access
  • Configure Parental controls
  • Get full visibility into their networks
  • Adjust the performance of connected devices
  • Schedule screen time access for the kids

Self-Install = Less On-Site Technicians

Self-installation with Hitron’s solution is key to a smooth self-installation experience. Your customers are guided through the installation and proper placement of the gateway in their home. This saves you time and valuable resources by reducing on-site visits with your customers being able to do installation themselves.

Hitron solution offers a trifecta of self-install, self-healing, and self-optimizing tools. Hitron Home Network Management provides the tools and end-to-end solution you need to enhance and manage the delivery of support, services, data insights, management and optimization of home broadband networks and devices in the customer’s home at scale. Tools include:

  • Speed Test:uses patented technology to measure actual end-to-end broadband and WiFi throughput simultaneously to identify performance bottlenecks.
  • WiFi Optimization:continuously measures WiFi throughput and connectivity to proactively identify coverage dead spots and the best location to place the WiFi router, access point or identify where a WiFi extender might be needed.
  • Proactive Troubleshooting: provides a full network view and enables your customers to view recommendations and take actions to resolve issues with their home network and connected devices.
  • Remote Management:provides your customer support and field technicians visibility into the customers’ network to facilitate troubleshooting.
  • Cloud Agent:resides on the gateway to performs real-time monitoring and optimization while facilitating firmware policy updates that is seamless to the customer.


Hitron’s Home Network Management solution optimizes your subscribers’ home network for its best connectivity and coverage performance. Hitron’s solution combines the advantages of real-time diagnostics and decision-making with long-term analytics and optimization policies in a cloud-based solution, to help you gain competitive advantages that set your services apart.


Hitron is dedicated to helping cable operators capture new opportunities and adaptive Whole Home WiFi management using MyHitron and OptiMy is certainly one of the biggest opportunities that Service Providers can capitalize on in the short-term. Contact our friendly team to find out more.


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