Two new priority features are now available with Preseem Plus.

Service Priorities
Every subscriber, ranked by quality, with a recommendation attached. The ones who call aren’t always the ones most at risk. Some quietly put up with a bad experience and leave without ever opening a ticket.
Now you can reach them first and know whether to sell them a bigger plan or managed Wi-Fi, check their home network, or fix something on yours. 

Take the Service Priorities Tour

ISP Network Priorities
Your sites, APs, PONs, and OLTs, ranked by how many subscribers each one affects.
Start at the top, make one decision that helps many subscribers, and stop handling the same symptom over and over.

Take the ISP Network Priorities Tour

Available today with Preseem Plus. 

Not on Plus yet? Talk to your Account Manager about upgrading.

The subscriber is waiting, and you’re still clicking through screens trying to work out what’s wrong. Not anymore: Support Assistant runs the investigation while they’re on the line, shows you whether the problem is the network, their equipment or their Wi-Fi, and tells you what to do about it.

Support Assistant, part of Amplify AI in Preseem, runs the investigation while the subscriber is still on the line. It then points your rep to the cause: your access network, the subscriber’s equipment, or the home Wi-Fi.

• Checks behind every answer, with a confidence level and links to the equipment
• Customer scripts written to be read aloud and copied in one click
• Creates a ticket only after your rep approves it
• Every conversation saved, so leaders can review and coach

Available today with Preseem Plus. 

Not on Plus yet? Talk to your Account Manager about upgrading.

We’ve sharpened the fiber views across Preseem so you can see where a problem actually is, not just that one exists.

When a fiber subscriber reports trouble, the first question is always the same. Is this one home, a group of homes below a splitter, or the whole PON? The new light level views on the PON answer that directly. You can now see the spread of light levels across a PON, from the worst readings to the median to the best, over the last 14 days, alongside per-ONT power charts. A single ONT moving on its own points toward that subscriber's drop or home. A cluster moving together points toward a splitter. The whole PON moving together points higher up the tree. That tells you where to send a tech, and where not to.

We have also added a latency chart and Active ONT and Active PON counts to the OLT and PON overviews, so you can see the physical health and subscriber experience without digging.

Alongside the new visibility, the fiber and fixed-wireless views are simpler and easier to use:

• Every fixed wireless and fiber entity now opens to one consistent Overview, so you always start from the same clear set of charts and view the same set of charts under Metrics to dig deeper.
• Chart titles say what they mean. "Download Rate" and "Upload Rate" replace the old bitrate labels, and packet charts now read in packets per second.
• Short time ranges applied to charts with daily metrics now show a helpful note instead of an error, and gaps between charts have been cleaned up.
• A new "Last 14 days" quick range matches the default on every Overview, so you no longer have to type it in.

PON-Wide ONT Light Level Summary

The new light level summary makes it easy to see shifts on high density PONs.

In this example, the Rx light levels for the bottom 15% of the ONTs shift significantly but the OLT-side Rx is much more stable with the exception of one ONT.

The per-ONT view, which shows the levels for all ONTs provides the necessary detail to figure out which ONTs are the problem.

The chart below shows an example of a PON with a wide variation of signal strengths across the PON (the spread maximum and minimum). This indicates a problem with a small subset of ONTs.

The per-ONT view of the PON shows the culprits. Perhaps these two bad ONTs are behind a single splitter?

New: Preseem now integrates with QueSee AI, connecting our network QoE data with customer interaction analytics. 

This integration addresses a common gap across the broadband industry: network monitoring and call center systems operate independently, so operators can't easily connect what is happening on their networks to what subscribers are saying about them.

The cost of that disconnect – misrouted truck rolls, undetected churn, and support calls handled without network context – is quantifiable and significant, particularly for regional operators competing on service quality.

Give support agents real-time network context, improve call scoring, and see churn risk by tower, with no system changes required. 

Get all the details here!

Preseem now consistently detects and surfaces role mismatches between how an element is provisioned and how it actually behaves on the network, replacing incomplete elements with a clear, actionable "Role Mismatch" error.

When an element is imported into Preseem with one role (e.g. Access Point), but the poller detects it’s actually acting as a different role (e.g. CPE Radio), Preseem previously created an incomplete element with missing data and no explanation. 

Now, Preseem detects the mismatch and surfaces a Role Mismatch error. This will appear on the element if it already exists in Preseem.

The error includes a description of the problem, common causes, and steps to resolve it. You can then fix the role in your system of record, and the error clears automatically on the next successful poll. See the FAQs below for more information.

FAQs

Q: What is a Role Mismatch error?

A: It means the role assigned to an element in Preseem (based on how it was imported or created) doesn't match what Preseem detected when it polled the device. For example, a device imported as an Access Point that is actually a CPE Radio.

Q: Where will I see the Role Mismatch error?

A: If this is a new element that Preseem has not yet polled successfully, you won’t see an error today because the element will not be created. If the element already exists in Preseem, the error appears on the Element with an Error status.

Q: Will Preseem still collect data for an element with a Role Mismatch?

A: No, Preseem will not collect data for an element with a Role Mismatch error.

Q: How do I fix a Role Mismatch?

A: Update the element's role in the system of record where it was originally created, either your billing/NMS system or via the Preseem API, and Preseem will re-validate on the next poll cycle.

Q: I'm seeing Role Mismatch errors on elements that were previously showing up without errors. Did something break?

A: No. Previously, these mismatches were handled silently, i.e. the element would exist but with missing data and no explanation. This change surfaces the problem so you can fix it. The underlying mismatch was already there.

Q: Can Preseem automatically correct the role for me?

A: No. Preseem treats your system of record as the authority for element roles. Automatically overriding it could mask configuration problems in your billing or NMS system. 

We are excited to announce that the first-ever Proactive ISP Virtual Summit is happening May 5-6, and you’re invited to this free event!

Powered by Preseem, this year's theme is AI in Action, offering an honest, practical look at what AI is actually doing for regional ISPs right now. 

We've already lined up some great speakers, including a keynote from globally recognized AI futurist Ian Khan, a fireside chat with Calix and Blue Stream Fiber, and an industry address from NTCA. More speakers are being added every week.

The best part? It's just 3 hours a day, 11 a.m. to  2 p.m. Eastern, with sessions recorded for post-event access. Easy to attend, and easy to share with your whole team!

Register free!

Note: Filling out the form will automatically register you for both days. You will receive a confirmation email and calendar invite for Day 1 immediately. The calendar invite for Day 2 will be sent separately. 

Good news! We've improved how Preseem displays element status to reduce confusion and make troubleshooting easier. 

What's Changed

No More "Offline" Confusion: Network elements with polling issues (e.g. SNMP connection problems) will now remain in "Error" state rather than automatically changing to "Offline" after 3 hours.

Better Troubleshooting: Elements with errors remain visible in the Errors report, so you can troubleshoot them without them disappearing from view.

Clearer Timestamps: For elements in error state due to polling problems, we now show when the problem started, making it easier to correlate with network changes or outages.

Why This Matters

Previously, when elements showed as "Offline," support teams often assumed the equipment was down and escalated to network operations. Now it's clear these are monitoring/polling issues, not equipment failures.

Your network equipment marked as "Error" may still be functioning normally—Preseem just can't collect data from it due to connectivity or configuration issues.

What You'll Notice

• Elements with polling problems stay in "Error" state (no more automatic "Offline" status)
• Error timestamps show when the problem began
• Elements remain searchable and visible in error lists for troubleshooting

This change helps your team respond more accurately to network issues and to proactively fix errors that prevent Preseem from operating to its fullest potential.

Preseem administrators can now control where links from billing systems and CRMs direct users within the platform.

Starting January 12, 2026, these inbound links now automatically route to the Services view by default, providing comprehensive subscriber context including hardware details, connection status, and troubleshooting tools across all access technologies.

What This Means for You:

If you follow links from external systems to investigate subscriber issues, you'll gain immediate access to complete network visibility in the Services view—reducing the need to search across multiple systems.

Your administrator can configure this behavior at any time in Settings > User Interface > Inbound Subscriber Link Target. All users can view this setting, though only administrators can change it.

Not Using Subscriber Links Yet?

Talk to your administrator about setting up one-click access from your customer management system to Preseem. [Learn more in our documentation →]

We're happy to announce that Preseem now supports ZTE OLTs! 

This integration eliminates a major operational pain point for regional ISPs running multi-vendor fiber networks, and reinforces the Preseem platform's core promise—choose the equipment that's right for your deployment without operational penalties.

This release delivers complete topology support for ZTE OLTs, including:

• Automatic ONT discovery and inventory
• Real-time OLT and ONT status monitoring
• Offline reason diagnostics for disconnected ONTs
• Service-to-ONT mapping
• Complete network topology visualization

Support teams can now troubleshoot subscriber issues across their entire network from a single interface, whether customers are served by ZTE equipment or other OLT vendors—no more context switching between vendor-specific tools.

View the list of all of Preseem’s supported OLTs here.

The newest edition of Preseem’s industry-leading ISP Network Report is ready, packed with exclusive data and insights on subscriber behavior, network and vendor performance trends, QoE metrics, and more. 

>> Already an ISP Network Report subscriber? Check your inbox for an email with a direct link to download your copy.

>> Not a subscriber yet? Click here to fill out the form and get instant access!

Dive into the report to get the latest stats on:

• Subscriber usage and active throughput trends
• Network quality and latency performance results
• Vendor market share shifts, and lots more!

Happy reading,
The Preseem Team

P.S. It’s also not too late to register for our webinar this afternoon at 2 p.m. Eastern, where Jeremy and Gerrit from Preseem will be providing context and insight on the above topics and more. Register here.