How Endpoint Agents on Set-Top Boxes Are Revolutionizing Residential Network Support

The home Wi-Fi experience is the new front line as streaming, gaming, and remote work surge, the residential Wi-Fi experience has never been more important. Yet for service providers, supporting end users with home connectivity issues remains expensive and inefficient—often requiring costly truck rolls and frustrating, time-consuming troubleshooting sessions.

Home networks are a black box for ISPs and managed service providers (MSPs) who face a major visibility gap. Once service leaves the modem, the in-home environment becomes difficult to monitor:

• Inconsistent User Experience: Performance varies room to room, device to device.
• High Support Costs: Diagnosing Wi-Fi problems often means dispatching technicians.
• Lack of Visibility: Traditional network tools offer little insight into real-world, device-level performance.

Deploying endpoint agents on set-top boxes from 7SIGNAL is the answer

Deployed Agents directly on Android-based residential set-top boxes—providing real-time insight into the home Wi-Fi experience without the need for new hardware or customer action.

This software-based solution enables service providers to:

• Monitor Wi-Fi performance from inside the home without intrusive hardware installs.
• Detect and diagnose issues remotely before customers even call.
• Identify trends across deployments to improve service delivery and network design.

Benefits: fewer truck rolls, happier subscribers

By embedding Endpoint Agents on devices already in the home, providers can:

• Alleviate the need for truck rolls, saving time and money.
• Reduce average call times and support escalations with actionable data.
• Increase customer satisfaction by proactively addressing Wi-Fi issues.

The smarter approach to support

This smarter approach to support can play out a multitude of ways…. One of which could see a subscriber reporting video buffering problem in their living room. Instead of dispatching a technician, the provider remotely reviews data from the set-top box's Endpoint Agent. It reveals low signal strength and high packet loss due to interference from a nearby baby monitor. The provider advises moving the set-top box or using a mesh extender—resolving the issue within minutes.

7SIGNAL fits in with our flexible, software-first approach:

• Endpoint Agents integrate directly into Android-based or some Linux-based set-top boxes.
• Cloud-based dashboards deliver aggregated and per-device analytics to support teams.
• APIs and integrations make it easy to incorporate into existing NOC and CRM systems.

Smarter residential support starts with visibility and truck rolls are expensive. Guesswork frustrates everyone. By embedding 7SIGNAL’s Endpoint Agents on set-top boxes, service providers can transform reactive support into proactive assurance. It's time to bring clarity, efficiency, and performance to the last mile of the digital experience.

Let’s talk — and explore how to reduce support costs while improving the home Wi-Fi experience at scale