For Preseem's upcoming annual ISP Network Report, we’ve created a survey on Network Performance and Customer Experience.

We want to hear from you about your network and support operations, subscriber quality of experience, multiple vendor system usage, and more. We’ll then compile this data (anonymously) to deliver updated insights and industry benchmarks in this year's report. 

The survey should only take about 5 minutes to complete. Make sure your voice is heard—fill out the survey today!

Preseem now provides complete ONT Offline Reason visibility across all supported OLT vendors, eliminating support team blind spots and ensuring consistent troubleshooting capabilities regardless of network infrastructure.

This enhancement extends our existing Offline Reason functionality to Adtran SDX, Adtran TA5000, and Ubiquiti platforms, completing coverage that previously existed only for BDCOM, Calix EXA, and Calix AXOS equipment. 

Support agents can now diagnose fiber connectivity issues with the same level of detail across the entire network, reducing call resolution times and unnecessary truck rolls, while reinforcing Preseem's core value of vendor-agnostic network operations.

The ONT Offline Reason feature is designed for use by:

• Regional ISPs with Multi-Vendor Networks: Operating Adtran SDX, Adtran TA5000, or Ubiquiti OLTs alongside existing BDCOM/Calix infrastructure
• Customer Support Teams: Who need consistent diagnostic capabilities regardless of which OLT vendor serves a subscriber
• Network Operations Teams: Who want to reduce escalations from support and focus on higher-value network optimization tasks

Key Benefits

• Faster Issue Resolution: Support agents immediately see Offline Reasons across all fiber infrastructure, reducing average call times
• Reduced Truck Rolls: Better remote diagnosis eliminates unnecessary field visits for power and connectivity issues
• Consistent Customer Experience: Every subscriber receives the same quality troubleshooting regardless of network infrastructure
• Operational Efficiency: Single interface eliminates the need to access multiple vendor platforms during support calls
• Vendor Independence: ISPs can confidently choose optimal OLT technology for each deployment without support limitations

Preseem now displays the last known Primary SSID in the Access Point status card on AP and CPE detail views, giving your team immediate visibility into the wireless network name associated with each AP. This information appears in the status and diagnostics card, where available, helping you verify configuration details without leaving Preseem.

When you replace AP hardware, the Primary SSID helps you quickly confirm the correct network configuration, reducing errors that lead to costly truck rolls. For field installers setting up new CPE radios, this visibility ensures they connect equipment to the correct Access Point, even when AP names and SSID names differ.

By surfacing this critical configuration detail directly in Preseem, we continue building the complete platform your teams need to operate efficiently across your multi-vendor network. Access Point SSID information is one more piece of context that helps Network Operations, Customer Support, and field installers make confident decisions without juggling multiple systems or relying on incomplete records.

Enhanced Guidance for AP Capacity Management

We have updated our documentation with improved recommendations for managing capacity across your access network. The enhanced guidance helps you allocate resources more effectively, whether using flex or fixed framing, and understand fully automatic or manual strategies to optimize subscriber experience.

This update is part of our ongoing work to help Network Operations teams operate proactively to improve the customer Quality of Experience. To align with this direction, we have also renamed the legacy user interface term AP Shapers to AP Capacity Management throughout the interface, clearing the way for future enhancements.

If you have Network Operations (Operate) permissions in Preseem, you may review your current AP Capacity Management settings.

NEW 15K and 40K Appliances

We’re excited to launch Preseem’s next-generation appliances, bringing greater performance, scale, flexibility, and efficiency to regional ISPs.

What’s New?

✅ Higher performance – Handle higher traffic loads effortlessly with up to 100Gbps today and more in the future
✅ Scale without compromise – Choose between the Preseem 15K (20Gbps) for growing networks or the Preseem 40K (100Gbps+) for larger deployments
✅ Increased flexibility – Flexible NIC options enable growth with a simple NIC swap
✅ Increased network resiliency – Leverage redundant appliances and dual power supplies for increased network resiliency
✅ Validated and supported by Preseem – Integrated software and hardware testing ensures stability, performance, and a single destination for support

No more scaling headaches—just proactive network excellence with infrastructure that grows with your business.

How to Order

Visit preseem.com/hardware or contact your Customer Success Manager to learn more about how these next-generation appliances will transform your network operations.

We've introduced a new permissions model that makes it easier to manage your team's access to Preseem.

What's New:

• Support users now have a streamlined, read-only interface designed specifically for customer support activities
• New SSO users automatically receive Support permissions, ensuring they can help subscribers without risk of accidental changes
• Managers can easily elevate users to Operate permissions when network access is needed

No Action Required: Existing users retain their current permissions.

Further Reading: Managing Preseem User Permissions

Preseem now displays ONT offline times for faster, more effective support across OLT vendors.

Previously, identifying the exact moment an ONT went offline required navigating multiple vendor-specific tools. Preseem now provides this critical information directly, allowing your support team to diagnose and resolve issues quickly. 

This universal visibility is a core component of Preseem's product vision: to provide a single, unified view of your network, simplifying operations and improving customer satisfaction.

What's New:

• Inline Timing: The relative time an ONT went offline (e.g. "10m ago") is now displayed directly in the ONT Overview.
• Full Detail on Hover: Hovering over the relative time reveals the precise timestamp.
• Faster Triage: Immediately know when an outage began, enabling your support team to initiate troubleshooting sooner.
• Better Correlation: Easily match outage times across multiple ONTs or an entire PON, helping to identify broader network incidents.
• Less Tool Switching: Access critical timing information directly within Preseem, reducing the need to consult external vendor consoles.
• Vendor Support: This supports Calix and BDCOM OLTs. Support for Adtran and Ubiquiti is coming soon.

How to Use:

1. Open any ONT displaying an "Offline Reason" such as Power Off or Signal Lost.
2. Locate the inline time in the overview section.
3. Hover over the time to view the full timestamp.

Please let us know if you have any questions. 

Good news! We’ve expanded Preseem’s RF Scores to include Tarana fixed wireless equipment, bringing the same proactive monitoring capabilities you rely on for other manufacturers to even more of your multi-vendor network.

What This Means

The RF Score gives Network Operations and RF Engineering teams a clear, at-a-glance way to identify underperforming APs and CPE Radios by combining efficiency and stability metrics. This enables them to proactively focus troubleshooting efforts where they’ll have the biggest impact.

By expanding this to include Tarana equipment, teams can now see at a glance exactly which Tarana links are under-performing instead of chasing customer complaints or digging through raw metrics in the Tarana Cloud Suite (TCS). This means faster, more efficient troubleshooting, and puts Tarana link visibility on par with other fixed wireless vendors in Preseem. 

While TCS metrics like SINR and path loss describe signal quality, they don't always reflect how well the link is actually performing. The RF Score combines multiple factors to show whether a link is delivering the performance it's capable of, helping teams avoid false positives and focus on real issues.

Why It Matters

When different equipment requires different tools, your teams spend time jumping between systems and correlating data, which means inefficient and reactive operations, longer resolution times, and lower customer satisfaction. With the Tarana RF Score in Preseem, you can: 

• Easily identify underperforming Tarana links: See at a glance which links are delivering what they should be capable of, and which RNs are truly underperforming and need your attention.
• Monitor your entire network in one place: Compare performance across all of your fixed wireless customers in one platform—no more time wasted switching between vendor tools to track down RF issues.
• Move from reactive to proactive: By providing the ability to focus troubleshooting efforts where they’ll have the most impact, you can fix problems faster, optimize your network, and deliver a better experience to your subscribers.

Your multi-vendor network just became easier to manage! That's the power of a unified platform built specifically for regional ISPs 💪

How to Get It

Tarana RF Scores are available immediately for all customers with an Advanced Fixed Wireless (formerly Plus) license. Please note that Tarana radios with RF Scores will be billed at 40% of the standard per-radio rate. Once the Business Value scores, Health scores, and Subscriber Capacity are available for Tarana, billing for these radios will move to the full Advanced Fixed Wireless rate.

We're excited to announce a new feature that makes supporting your fiber customers faster and easier. Preseem now displays the reason why an ONT is offline directly in the Subscriber view.

What's New

When a fiber customer's ONT goes offline, you'll now see the specific reason right in Preseem—whether it's a power issue at the customer's location or a fiber cut. No more switching between different vendor systems to find this critical information.

Why This Matters

Your support teams can now:

• Resolve issues faster by immediately understanding the root cause of an outage
• Provide better customer experiences with instant access to accurate information
• Work more efficiently without logging into multiple vendor platforms

How It Works

The offline reason appears automatically in the Subscriber view whenever an ONT is offline. We've normalized this information across different vendors, so your team sees consistent, clear reasons regardless of which equipment you're using.

Currently supported vendors:

• Calix
• BDCom
• Ubiquiti and Adtran coming soon

Part of Our Platform Vision

This feature reinforces our commitment to simplifying multi-vendor, multi-access network management. By bringing critical troubleshooting information from all your different systems into one place, we're helping you deliver exceptional service while reducing operational complexity.

Your network may be complex, but supporting your customers doesn't have to be.

This feature is now available to all Preseem customers at no additional cost. Starting today, look for the offline reason in your Subscriber views. 

At Preseem, we love continual improvement, and we have made Preseem’s award-winning Advanced Fixed Wireless AP Health Score even better!

The AP Health Score combines several health dimensions to show when an AP is likely to cause customer experience problems. We’ve increased the sensitivity to more unusual performance scenarios, particularly in cases where an AP is fairly healthy overall but still needs investigation. While you might not see problems like this every day, they can be the most difficult to diagnose without expert analysis.

Pinpointing real network problems helps customer support staff solve subscriber issues faster and enables proactive network operators to find more pesky problems at the AP level.

What’s Changed

Due to this improvement to our algorithms, you may find more Access Points in the Warning and Critical states when looking at AP Health Scores and related Diagnostics.

For example, you might find APs that are:

• Not performing well for RF modulation but otherwise healthy
• Very busy for airtime usage but otherwise healthy
• Having too many CPE Radios connected but otherwise healthy

Do I need to do anything?

If you’re taking a customer support call, you can continue to rely on diagnostics for Access Points. These are available in several different views; CPE Radios and AP views today, and upcoming (quite soon) in the Service view!

For network operations, you may notice a shift in some AP Health scores around July 25-26, 2025. Any unusual shift in value should be understood as more accurate and improved scores, not as a sudden change in the AP behavior. After this date, shifts will represent changes in AP behavior and bear further investigation.

If you have any questions, please reach out to us.