Running an ISP: Operations Beyond Bandwidth

Internet service providers face unique operational challenges that combine telecommunications infrastructure with retail customer service. Having built systems serving hundreds of ISPs across Africa, we've learned what matters most in daily operations.

Subscriber Lifecycle Management

The subscriber journey involves multiple systems working together. From initial signup through service delivery to billing and support, each touchpoint needs to work reliably.

Key capabilities include:

• Self-service signup and package selection
• Automated provisioning and activation
• Usage tracking and quota management
• Billing and payment processing
• Support ticket management

Bandwidth Management

Fair usage and bandwidth allocation are central to ISP operations. Without proper management, a few heavy users can degrade service for everyone.

Effective bandwidth management involves:

• Per-subscriber rate limiting based on purchased packages
• Fair usage policy enforcement
• Traffic shaping and QoS for critical applications
• Peak hour management
• Burst allowances for better user experience

Hotspot and PPPoE Authentication

For wireless ISPs and hotspot operators, authentication systems must be rock-solid. RADIUS servers handle authentication, authorization, and accounting (AAA), integrating with network access servers and the billing system.

Modern systems support multiple authentication methods: username/password, MAC-based, voucher codes, and social login for public hotspots. The choice depends on the deployment scenario.

Network Monitoring

Proactive monitoring prevents service disruptions from escalating. Key metrics to track:

• Uplink utilization and latency
• Access point health and client counts
• Router and switch performance
• Power supply status (critical in areas with unreliable power)
• Customer experience metrics (throughput, latency, packet loss)

Automated alerting ensures network operations teams learn about issues before customers call to complain.

Financial Operations

ISP billing requires flexibility. Customers expect multiple payment options: mobile money, card payments, bank transfers, and cash. The billing system must handle:

• Recurring subscriptions (monthly, weekly, daily)
• Prepaid packages and vouchers
• Prorated charges for mid-cycle changes
• Automatic service suspension for non-payment
• Payment reminders and dunning

Regulatory Compliance

Telecommunications regulators increasingly require ISPs to maintain subscriber records and support lawful interception capabilities. Your systems need to accommodate these requirements while protecting customer privacy within legal bounds.

Customer Self-Service

A well-designed customer portal reduces support burden significantly. Customers should be able to:

• View their usage and remaining quota
• Purchase additional packages or upgrade plans
• Make payments
• View billing history and download invoices
• Submit and track support requests

Building for Scale

ISPs that plan for growth avoid painful migrations later. Design decisions made early impact what's possible as subscriber counts increase. This includes database design, API architecture, and network infrastructure.

Our Micronet platform addresses these operational needs, serving ISPs from startup stage through thousands of subscribers. We've incorporated lessons from real deployments into a system that handles the complexity of ISP operations.