Broadband support tools for ISPs

Simplify home network support with our Wi-Fi diagnostic app and web portal. We help ISPs deliver more self-service, better remote support, and faster resolutions

Watch our video to discover how ISPs can offer better broadband support

Diagnostic tools that make Wi-Fi support easier

Support Robotics gives Internet Service Providers and their customers everything they need to keep the home network operating at its best. Customers can effortlessly find and fix issues with their Wi-Fi and network setup using our troubleshooting tools. And if they need more help, your agents can carry out remote diagnostics even when broadband is down.

It’s a totally smooth experience, delivered through a diagnostic app and web portal that are easy to deploy and use.

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How it works:

What ISPs get with Support Robotics

Direct remote support via smartphone

Why waste time and money sending out an engineer? Give customers fast, remote support that’s as good as a home visit.

Test around the home – By running diagnostics via the customer’s smartphone, agents see issues from the customer's perspective
Perform visual checks – Agents can use the mobile camera to inspect router location, cabling and check for signal obstacles
Router independent – Our software works with any router, letting the agent check logs and change settings, even when broadband is down

Smart self-service troubleshooting

Many ISP customers would rather self-serve if it’s easier than calling a support agent or going in-store. Help them do more themselves with our Wi-Fi diagnostic app.

Automated Wi-Fi diagnostics – Our app checks settings and fixes most common issues, even intermittent ones
Troubleshooting around the home – The app helps identify problems with home routers, Wi-Fi extenders, and smart home devices
Frictionless handover – If customers need more help, the app passes them to an agent, along with any Wi-Fi diagnostic data from self-service tests

Capabilities to meet new challenges

The challenges on service providers are changing. Support calls are increasingly focused on Wi-Fi and the performance of demanding applications such as video conferencing, VoIP and HD streaming.

Our Wi-Fi survey tool uses the customer’s mobile device to identify areas where poor Wi-Fi might limit their applications.

Identify and explain dead-spots
Helps with optimal router placement
Identifies opportunities for extenders or mesh
Available as both a self-care capability and remotely accessible by support agents

Why providers choose our support tools

App-based diagnostics make trouble-shooting easy for customers and agents

Visual tools enable remote support that’s as good as a site visit

Fast time to value - deploy standalone or within your customer care app

“Telstra selected the Support Robotics platform to address a business need – to enhance and automate customer care experiences across different contact channels with a more modern, flexible solution. We are delighted with the performance of the platform and the support we have received.”

Mark Yarnall -
General Manager Device Services - Telstra Corporation

Man telling people about his device care app

Discover what better broadband support looks like

See our Wi-Fi diagnostics in action. Get in touch to arrange a free demo of our broadband support tools.

Book a demo

Our free self-care app "ISP Support" is available from the App Store or from Google Play