Improving Dedicated Internet Access with Better ISP Communication and Service

When it comes to Dedicated Internet Access (DIA) services, time and quality are critical factors for enterprises seeking reliable connectivity. According to insights shared by Dennis Thankachan, CEO and co-founder of Lightyear, during a recent episode of the TeleGeography Explains the Internet podcast, the telecom industry faces persistent challenges. Lightyear’s Enterprise ISP Experience Guide sheds light on how installation times, communication, and customer satisfaction impact the overall ISP experience.

How Long Does It Take to Install Dedicated Internet?

Based on Lightyear’s Enterprise ISP Experience Guide, the median installation time for DIA circuits is an estimated 85 days. However, the timeline can extend significantly when additional construction is required, with the 90th percentile of off-net installations taking up to 227 days. This delay often leads enterprises to question whether providers are meeting expectations. While automation and Network-as-a-Service (NaaS) are discussed as potential solutions, these timelines highlight a pressing need for greater efficiency in provisioning services.

Customer Satisfaction Relies on ISP Communication

Interestingly, Lightyear’s report shows that the key to customer satisfaction isn’t just fast installs—it’s effective communication. Using Net Promoter Score (NPS) surveys as a metric, the report reveals that uncommunicative carriers or unclear next steps lead to poor NPS scores, even when installations happen quickly. Conversely, proactive carriers that communicate effectively throughout delays can still garner high NPS ratings, often receiving five-star reviews despite extended timelines. On average, ISPs scored a solid 4.16 out of 5 in Lightyear’s NPS ratings, which indicates a generally high level of satisfaction—especially when communication is prioritized.

Understanding the Pricing Differences in DIA and Broadband

Beyond service timelines, the cost of internet services varies significantly between DIA and broadband. For a 100 Mbps DIA circuit, the median price is approximately $500 per month, equating to $5 per Mbps. In comparison, the median cost for the same bandwidth using broadband is just $140 per month, or $1.40 per Mbps. This represents a nearly 70% price reduction but comes with trade-offs. Unlike DIA, broadband services are typically non-standard, “best-effort” products where bandwidth may fluctuate during peak usage times, making dedicated internet the clear choice for mission-critical needs.

The Importance of Managing the Telecom Lifecycle

Lightyear defines telecom lifecycle management as managing every stage of a circuit’s existence, from activation to eventual disconnection. This oversight is crucial for enterprises in ensuring long-term success, particularly as companies increasingly operate from off-premises data centers and adopt hybrid and remote work models. Proper lifecycle management can also assist in adjusting network capacity and cutting unnecessary costs, aligning with evolving business needs and technologies. With an effective telecom strategy, enterprises can avoid issues tied to installation delays and subpar ISP communication while optimizing their internet infrastructure to meet modern demands.

Dennis Thankachan’s analysis underscores a vital need for providers to balance operational speed with transparent communication to win customers’ trust, even in situations where timelines stretch unexpectedly. For enterprises, choosing the right ISP—one that values customer experience and proactive service—could mean the difference between frustration and a seamless connectivity experience.