A customer may experience longer resolution time when they face a Wi-Fi problem such as Wi-Fi adjacent and co-channel interference. So customer tends to be frustrated and give ISP a hard time. Most of the time ISP strive to fix customer-reported configuration related issues as soon as possible.

1. Self-Service of Wi-Fi Switching Channel by
Customer
4th IEEE International Conference on Advances in Computing,
Communication & Automation, October 26 - 28, 2018
Taylor’s University, MALAYSIA
Presenter: Dr. Ahmad Tajuddin bin Samsudin
Co-authors: Mohd Syafarees Ishak, Rizal Helmy Basri, Aizulfaideen Hamim
Telekom Research & Development Sdn.Bhd.

2. Longer Resolution Time
A customer may experience longer resolution time
when they face a Wi-Fi problem such as Wi-Fi
adjacent and co-channel interference. So
customer tends to be frustrated and give ISP a
hard time. Most of the time ISP strive to fix
customer-reported configuration related issues as
soon as possible.

3. How many ways to reduce
the resolution time do
you need to know to switch
the Wi-Fi channel ?

4. Just one!
Self service
troubleshooting
(With a little help from your
smart phone)

5. BUT….. Customer and ISP always do this….
DIY
Call ISP
833k / year 2016
Visit ISP
outlet
Ask Google
Wi-Fi
Analyzer
Login router
Navigate to
channel page
Suggest best
channel
Lodge
report
Sent Truck
Roll
Suggest best
channel
have absolutely no idea
what would be the best
Wi-Fi channel. 5GHz
(36-181) and 2.4GHz
(1-13)
Wi-Fi
Analyzer
AP
Scanning
AP
Scanning
30m
5m
5m5m
3d
1s
25s
5s5s
45s
5m
1s
25s
5s
5s
Switch
channel
5s
1m
110s
1s
1mSuggest
solution
1m

6. Proposed Design
To reduce the resolution time by fixing the Wi-Fi interference issues by
using a self-service troubleshooting application.
Wi-Fi
Analyzer
Identify
Router
AP
scanning
Suggest
best
channel
Switch
channel
1sec 1sec 25sec 5s 45s
Anytime at your place, took 77 seconds or less to rectify your Wi-Fi channel interference
Characteristic
comparison [13]
Least Congested Channel
[12]
1. Router API via CLI
2. HTTP protocol

7. Results & Discussion
We collected the data from 15 July until 14 August
2017. Total respondents participation is 802, and
we observed 1566 switch channel attempts. From
1566 switch channel attempts, only 16 attempts or
1.02% failed to switch channel.

8. Conclusion
The self-service of switch channel has been
tested at customer premises and show that
98.98% succeed to switch the channel and
able to reduce the resolution time. The
customer took less than 77 seconds to scan
and change the channel without a need to call
contact center or modify at RG official page. We
demonstrated that the self-service is reliable, fast
and straightforward. Hopefully, customers can fix
it at any time without the need to depend on
the call center agents or the technicians.

9. Dr. Ahmad Tajuddin bin Samsudin
Principal Researcher
Architecture Lab
Telekom Research & Development Sdn. Bhd.
tajuddin@tmrnd.com.my
013-3922351
https://www.linkedin.com/in/ahmad-tajuddin-samsudin-b36a4137/