Kabel Braunau cuts support costs with a premium Wi-Fi solution

The Braunau region is located in the northwestern part of Austria, close to the border with Germany. The area is characterised by a beautiful hilly landscape with agriculture, forests, and small villages.

But like in many other rural regions, broadband access has long been limited to outdated DSL or mobile networks that fall short of the performance fibre can deliver. As end users’ demands for high-speed internet continue to grow, the need for robust fibre infrastructure becomes increasingly urgent.

Increasing demand for superior quality and Wi-Fi performance

For the internet service provider (ISP) Kabel Braunau, the growing demand for high-performance internet has created an increasing demand for premium Wi-Fi services among their customers, the end users.

– To meet the demand, we wanted to give our customers more options by offering both standard and premium internet packages. We had previously experienced challenges with poor Wi-Fi performance for some end users, so we needed a solution for premium users that truly met their expectations, says Philipp Kendlbacher, Head of IT and Network Operations at Kabel Braunau.

This is where Normann Engineering stepped in. As a partner and distributor of Icotera’s fiber-to-the-home (FTTH) solutions, they initiated a dialogue with Philipp Kendlbacher and the Kabel Braunau team in November 2024.

As an ISP offering 1000 Mbps download packages, Kabel Braunau needed to ensure that end users also received a premium wireless experience. It didn’t take long to conclude that a two-box installation combining a GPON termination unit with a powerful 8×8 Wi-Fi router from Icotera was ideal for Kabel Braunau’s request for a premium Wi-Fi service.

Smooth, vendor-independent integration

Implementation moved quickly. During a physical visit to Kabel Braunau, Icotera’s technical program managers helped integrate the solution into the existing infrastructure. This involved pre-installed firmware tailored to Kabel Braunau’s requests, including advanced support for Dual-Stack Lite (IPv6/IPv4) and PPPoE compatibility.

– Icotera didn’t just sell us ONTs and Wi-Fi routers – they helped us implement and integrate everything seamlessly into our existing systems. It was a real pleasure. During a one-day workshop in Braunau, we fully integrated the new devices into our infrastructure. That kind of on-site support made a big difference and really moved the project forward. It’s a major advantage to work with a vendor-independent supplier that collaborates so well with other vendors in our network environment, says Philipp Kendlbacher.

Reduction in customer calls

Even before the end of 2024 – less than a month after initiating the first dialogue – Kabel Braunau had installed the first Icotera two-box solutions with end users. And it didn’t take long for the ISP to see the positive results of the investment.

” With Icotera devices, we immediately saw a difference – and more importantly, so did our customers.” Philipp Kendlbacher, Head of IT and Network Operations at Kabel Braunau.

Almost immediately after launch, end users started providing positive feedback on their improved Wi-Fi experience.

From a business perspective, the benefits were even more tangible:

–I believe all ISPs face the same issue: Wi-Fi performance rarely meets the expectations of non-technical end users, and support calls can quickly become a burden. With Icotera devices, we immediately saw a difference – and more importantly, so did our customers. The positive feedback came right away. We’ve seen a remarkable reduction in the resources spent on support calls, says Philipp Kendlbacher.

Upselling strategy pays off

With fewer Wi-Fi-related support issues, support teams no longer had to troubleshoot minor wireless problems or send technicians on-site, leading to reduced operational costs.

– The decision to offer a premium solution required us to upgrade the devices installed. The customers pay more to get higher speeds and better performance, which means we need to deliver premium equipment. It has been a clear upselling strategy from our side, and we can already see that it reduces our expenses related to technical issues and support, concludes Philipp Kendlbacher.

About Icotera and Normann Engineering Partnership

Normann Engineering, a leading European broadband and communication technology specialist, offers products and services within fibre optics, cable TV, Wi-Fi, IPTV, and measurement equipment. Since 2024, Normann Engineering has been a partner of Icotera in the DACH and Nordic regions, further strengthening Icotera’s presence and ability to deliver high-quality connectivity solutions. By combining Icotera’s advanced technology with Normann’s local expertise, the partnership supports operators and service providers in enhancing performance, reducing complexity, and improving customer satisfaction.