The SWS Broadband network is continuously monitored by software which sends an alert when a change in service is detected. Each mast, relay and customer radio is uniquely identified. We respond to SWS Network alerts as rapidly as possible to minimise disruption to your service.
Depending on the time of day an alert is received or problem identified, we aim to respond:
Same or next day for SWS Network issues.
Same or next working day for individual customer alerts or
Monitoring bandwidth usage through the network enables us to identify areas and routes within the network which require additional bandwidth or upgrades and respond accordingly, minimising disruption to customer services and ensuring that customers receive the bandwidth they require.
Monitoring of data used by customers ensures we can identify where usage might be compromising connection quality (maxing out your bandwidth can reduce quality and stability of your connection) – we have also been able to identify virus activity on devices accessing the network and advise accordingly.
We are able to detect remotely if a power supply to mast, relay or external radio has failed (turned off, disconnected or power cut) and even if a cable has been plugged into the wrong port or socket.
This helps us to identify whether a disruption in service is down to an SWS Broadband network or a home network error.
When troubleshooting connection issues we do require feedback from our customers – the continuity of your service can be influenced by many factors, some within your home network and some from the SWS Broadband network, the latter we can usually identify and resolve rapidly, the former may take several attempts – we start with the most likely cause of the symptoms you’re experiencing and, working closely with you, test and eliminate likely causes to identify and resolve.
We ask for feedback at every stage of troubleshooting to help us select the most appropriate next step when resolving any issues.