A new survey from service management firm Totalmobile has claimed that alternative UK providers of fibre broadband networks (altnets) are “facing significant operational challenges,” with 53% said to be reporting a lack of day-to-day control over their field operations.
The study, which surveyed 100 senior telecom managers, claims to highlight how rising customer demands, operational blind spots, and insufficient technology are “creating major hurdles” for fibre providers across the country. But the short report doesn’t appear to categorise the results by splitting network builders from retail ISPs or vertically integrated providers, which have different challenges to consider (the results seem to be shaped by Totalmobile’s own vested interests in this field).
- Unrealistic SLAs Threaten Service Delivery: Over 60% of respondents identified unrealistic Service Level Agreements and workforce strain as top concerns. The growing demand for high-speed fibre services is overwhelming providers, making it difficult to ensure first-time fixes and meet customer expectations
- Operational Blind Spots: More than half (53%) of senior operators feel they lack day-to-day control over field operations. Without real-time visibility into their workflows, many providers risk missing deadlines and underdelivering on customer promises.
- Need for Immediate Technological Investment: Nearly 60% of fibre providers acknowledged that their current technology is insufficient to handle the complexity of modern operations. Investment in areas such as automated workforce scheduling, mobile access to real-time data, and predictive maintenance is seen as critical to staying competitive.
- Sustainability as a Business Imperative: As the emphasis on Environmental, Social, and Governance (ESG) targets intensifies, executives face growing pressure to minimise unnecessary site visits and reduce carbon emissions. Notably, 38% of respondents indicate that achieving ESG targets is a primary objective for senior leadership. Providers that fail to innovate face not only operational risks but potential fines and reputational damage.
The press release also confusingly talks about the “government’s push to reach 92% FTTP (Fibre to the Premises) coverage by 2030,” except that no such target exists. The primary goal of both the past and present UK governments, under their £5bn Project Gigabit programme, is to reach “nationwide gigabit connectivity by 2030” (here) or c.99% of premises – this largely reflects the use of both FTTP and Hybrid Fibre Coax (HFC) technologies.
Rob Gilbert, MD of Commercial and Infrastructure at Totalmobile, said:
“The research makes it clear—Altnets are facing unprecedented pressures. Whether it’s managing workforce demand, delivering customer satisfaction, or hitting sustainability goals, the only way forward is through digital transformation. Fibre providers need to invest in technology now or risk being left behind as the market continues to evolve.”
The full report can be downloaded here, although it seems to overlook some of the other major challenges facing altnets, such as from high interest rates, rising build costs and an extremely competitive market that makes it difficult to build take-up.