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For many individuals and businesses, a reliable broadband connection is essential for uninterrupted operations. The expectation of seamless instant connectivity means that traditional fault reporting and resolution processes are more frustrating than ever. CityFibre is actively working to eliminate the need for customers to contact their Internet Service Provider (ISP) regarding network issues and performance problems.

Traditionally, when a broadband connection fails, the affected customer contacts their ISP. The ISP then spends time investigating the issue, which can take up to 40 minutes. If the problem cannot be resolved, a trouble report is raised to the network operator, who may then dispatch an engineer to fix the problem. This reactive approach can take several days, despite the fact that most issues could be resolved in just an hour of engineering time.

To address this inefficiency, CityFibre has developed a platform that enables proactive fault repair. With this platform, as soon as a service outage incident occurs on the network, automatic incident responses are activated. CityFibre can immediately investigate and resolve the issue while notifying the ISP and customers simultaneously. Early trials of this platform have been highly successful, with more than half of the proactively managed faults fixed on the same day.

Not only does this proactive approach benefit end customers by minimizing service loss to just a few hours, but it also allows ISPs to reallocate resources previously spent on triaging connectivity issues. CityFibre’s automation capabilities enable quick reactions, improved accuracy, and reduced human error. Additionally, CityFibre plans to expand its proactive repair capability to include predictive maintenance to prevent faults before they occur.

As a leading open-access, fiber-only operator in the UK, CityFibre aims to provide the most reliable and robust network possible. By driving advancements in automation and efficiency, CityFibre contributes to keeping consumer prices low and supports the growth of the digital economy. Its collaborative approach with ISP partners and plans for scaling up proactive fault repair and predictive maintenance will enhance broadband connectivity and benefit consumers nationwide.

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