Oh they'll get plenty of support calls still, almost all about wifi issues. They'll be connected to 2.4ghz on an old device, run a speedtest and only get 30 mbps and complain they're not getting 950 mbps on their free connection.

WiFi issues will always cause support calls no matter what isp. The denser the area, the more wifi interference that exists and will drive more calls. 

I understand wanting to offer free internet to a small number of entities and residential areas, particularly hotspots. What I don't agree with is free service for every residential home or apartment. It absolutely hurts your business to do this. It's a charity, not a business then. You say it doesn't take any additional resources to support but it absolutely does. You have way more than $300 into an install. You'll also have to hire additional staff sooner because of additional tech support calls from the res side. 

On Tue, Dec 29, 2020, 1:28 AM Mark Tinka <mark.tinka@seacom.com> wrote:

On 12/29/20 04:41, Keith Medcalf wrote:

> Are you sure that is not related to "residential services" being of a generally lower quality than business services?  It has been my experience that shoddy service generates higher need for "support" than does "non-shoddy" service.  In this regard, the price for "business" services should be less than "residential service" by a couple of orders of magnitude since it costs orders of magnitude more money to "support" shoddy services than non-shoddy services.

Considering that Aaron said 98% of their residential customers are on
the free plan, and that they use Active-E with every 1Gbps customer
getting a proper switch port, I'd hazard the bulk of their support
queries to be non-techie customers needing software support (grandma, et
al), or fibres being cut.

It wouldn't seem like they'd be getting calls about "speed" issues,
which are most annoying ones :-).

Mark.