Self-Service of Wi-Fi Switching Channel by Customer

Nowadays, penetration of the Internet is high via wireless. Everyone in Malaysia can exchange information via the Internet. From time to time, a customer may experience longer resolution time when they face a Wi-Fi problem such as Wi-Fi adjacent and co-channel interference. So customer tends to be frustrated and give internet service providers (ISP) a hard time. Most of the time ISP strive to fix customer-reported configuration related issues as soon as possible. Sometimes, it takes a little longer than expected, and it happens because each time the problems are to be fixed: either a prior experience in setting a particular issue is needed or a validation in-house at the customer premise one more time has to be done before suggesting a solution to the customer. Fortunately, in some cases, while waiting for the answer from ISP, the customer can quickly fix by themselves at their own time and pace, with or without making an appointment with ISP. This paper objective is to demonstrate that the customers can reduce a resolution time by fixing their congestion Wi-Fi channel problems by using a self-service troubleshooting application without voice call or onsite interaction with ISP. The Android app able to scans the surrounding Wi-Fi access point including the received signal strength indicator and channel used and then suggesting the best channel using the least congested channel algorithm. The results show that eight out of 10 residential gateway were able to switch channel without any hassle and more importantly, the time is taken to perform this took less than 45 seconds by just clicking one button.