If you offer high plan speeds you inevitably get customer calls saying something like

"I RAN A SPEED TEST AND IT IS NOT AS HIGH AS I PAY FOR!!!"

Don't panic!

This is the nature of plan speeds getting higher, customers only having WiFi devices.

What we, and all of our customers, need today is education. The point of having a 1Gbps plan (for example) is not for a single device to have that speed result show in a speedtest on a single device, it's about giving every device in the home enough speed (a.k.a. "bandwidth") do work perfectly! No device needs 1Gbps to work properly!

So, how do make that concept simple for customers?

For anyone on a 1Gbps plan I try to explain is that the 1Gbps is like a pie. If the phone, for example, gets a speed test result of 50Mbps it means that there is still many pieces left for the rest of their network. 19 more devices could use 50Mbps, which is great!

It's not about 1 device getting a 1Gbps speed test result, it's about all of their devices having a large enough piece that they can stream video, browse, play games, without lag or buffering! That's what we should be explaining to customers who have paid for these high speed plans. The service will be consistent and fast enough for all the services they may want to use, without worrying about how many devices they have on their network!

It may help to tell a customer how much bandwidth is needed for various services. For example:

• 720p video needs 3Mbps per stream

• 1080p video needs 6Mbps per stream

• 4K video needs 25Mbps per stream

• Fortnite needs 3Mbps for online play

• Facetime/Skype need 1Mbps per participant

That means, for example, a 500Mbps plan should be able to stream 4K video to 20 devices! So if the phone's speedtest result is showing 25 Mbps or higher that's going to be great for any service they want to use, and they could be doing the same thing to other devices on the network at the same time. That's the point of high speed plans! The customer's bandwidth-hungry devices all have an all-you-can-eat pie buffet.