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Would you like to eliminate your repeat field dispatches by over 50%?

October 28th, 2013

The increasing speed and complexity of DSL technology and customers’ expanding applications for HSI (High Speed Internet), service maintenance, repair and support is becoming more challenging. When repeat problems like intermittent faults and slow Internet speeds go unresolved, they lead to repeated subscriber complaints and customer churn.

Fast, accurate fault diagnosis has also become more challenging for centralized test systems and handheld instruments.  What is needed is a test presence closer to or inside the customer residence that can be:

  • Highly automated to make sure all critical tests are performed accurately and consistently.
  • Capable of being operated by all technicians regardless of experience level.
  • Inexpensive enough to be left in situ to be available – even when the technician is not – for testing intermittent and chronic conditions
  • Suitable for integration into the service provider’s centralized test system, if this is desired.
  • Compact enough to be shipped with the service provider’s CPE equipment for proactive treatment of target customer groups.

VBT diagram

Used by field technicians, Tollgrade’s new revolutionary Virtual Broadband Technician (VBT) for broadband service providers, pinpoints the causes of problems at the customer premises (in the home or local access network) that are difficult to find, diagnose and can disrupt or slow down broadband services, leading to repeated call center complaints and field visits.  Illustrated below are a few examples from actual field deployments where the VBT was able to lead the field technician to the source of repeat problem that had previously been missed.

VBT pictures

Actual data from VBT field deployments found that 82 percent of tested customer premises equipment (CPE) would have been returned unnecessarily had it not been for the diagnostic capability of the VBT. By correctly pinpointing problems inside the home that would otherwise have been left undiagnosed, the VBT reduced repeat dispatches by over 50 percent. With fewer field visits and returned equipment, VBT enabled service providers to yield a payback on their investment in a matter of weeks, while significantly improving customer satisfaction.

To learn more, visit  In-Home Broadband Testing or view presentation by clicking here.

One Year Anniversary of Super Storm Sandy – Lessons Learned

October 28th, 2013

The GridWise® Alliance (GWA) issued a call to action to implement greater grid modernization capabilities, as we approach the one-year anniversary of Superstorm Sandy.

As you may recall,  GWA’s members compiled a series of recommendations in a report released earlier this year entitled: “Improving Electric Grid Reliability and Resilience: Lessons Learned from Superstorm Sandy and Other Extreme Events”

Ed Kennedy, President & CEO of Tollgrade® Communications, Inc. and a GridWise Alliance member commented: “This generation of ‘billion dollar storms’ is the new reality our country faces. Faster restoration and recovery rely in our ability to fortify our grid with intelligence. With more real-time knowledge about the state of our grid, we will be better equipped to respond not only in times of crisis but all the time to build a more resilient and reliable infrastructure for America.”

Read more:

One Year Anniversary of Super Storm Sandy

Tollgrade selected as 2013 Platts Global Energy awards finalist

October 22nd, 2013

We are thrilled to share that Tollgrade has been selected as 2013 Platts Global Energy awards finalist .

This is the fifth time Tollgrade has been recognized in 2013 for their innovations in the smart grid. Earlier this year, the company was recognized by Red Herring, received the 2013 Smart Grid Product of the Year Award from TMCnet and was voted one of the Top 13 Smart Grid Companies to watch in 2013 by Smart Grid News. In June, analyst firm IHS recognized Tollgrade as the market share leader in smart grid sensors in 2013. Earlier this month, Tollgrade’s LightHouse Platform Won the “Substation Automation and Distribution Automation” Award from Fierce Energy Innovation Competition.

To learn more, please visit Platts website .

Improving the Grid with Cellular

October 18th, 2013

Learn how utilities today, with the availability of distribution grid-monitoring equipment with built-in cellular capabilities, can leverage cellular networks to modernize the grid at a lower overall cost of ownership. For more information visit this article

Source: McKinsey & Company, 2010