See the home behind the connectivity issue.
Your diagnostics show the signal. Sophie Connectivity Guru shows the home around it.
- Who it’s for
- Broadband care teams, installers and field technicians working with customers in the home.
- Where to start
- Support self-install, investigate a coverage concern or recheck an installation.
- What you get
- A home digital twin with a coverage heatmap, bringing placement and available network readings together.
On this page
Make the room part of the answer.
The connection drops where work happens.
Calls keep interrupting in one room. The customer shows where they work and the surrounding equipment, giving the specialist context that a verbal description can miss.
Read both sides of the story
Make the room part of the answer.
1. The problem
Customer experience: The connection drops where work happens.
Calls keep interrupting in one room. The customer shows where they work and the surrounding equipment, giving the specialist context that a verbal description can miss.
Care specialist’s view: Put the room beside the readings.
The care specialist reviews three distinct inputs: physical placement, available network measurements and the customer’s reported experience.
2. The help
Customer experience: A next step that fits the room.
The specialist explains a placement check using the shared room view and separately available diagnostics. The customer follows the agreed guidance, then repeats the same work-room check. A camera does not measure Wi-Fi. Network readings come from supported provider or device systems.
Care specialist’s view: Choose one informed action to recheck.
The specialist relates those inputs to an appropriate placement recommendation. The agreed recheck stays tied to the affected room and task. A camera does not measure Wi-Fi. Network readings come from supported provider or device systems.
3. The outcome
Customer experience: Know what changed after checking.
The customer reports the recheck. Any remaining interruption has a clear next owner, without starting the conversation over.
Care specialist’s view: Keep the recheck with the case.
The next team receives the room context, available readings and customer response, with an explicit question for unresolved work.
Customer result: Customer understands the action and reports the recheck.
Retained context: Room, separate readings, action and recheck.
See where Connectivity Guru fits.
Connect spatial context and diagnostics to the next service action.
See beyond telemetry
See the home around the connection.
- Customer-shared room view
- Equipment placement
- Next check to review
Keep the context with the next team.
Works with your stack: Existing systems, policies, permissions, and teams remain authoritative.
Better installs. More informed care.
Give care and field teams the context to address repeat visits, improve first-time fixes and explain placement or mesh recommendations.
Implementation questions
Separate the inputs
The phone captures visible rooms, equipment and placement with permission. Network readings come from separately available provider or device diagnostics.
Make coverage understandable
View connectivity in a digital-twin heatmap, with optional pins and notes. The published offering supports iOS and Android; confirm device and diagnostic prerequisites.
Recheck and retain
After an approved action, repeat the relevant diagnostic and customer check. Define what goes to the case or work order; network systems remain authoritative.
Define a record that separates visible placement, diagnostic source and time, customer observations and the next check. Network and device systems remain authoritative for measured status.