A reliable network provider is crucial for maintaining business continuity. Your business internet service provider (ISP) has a direct impact on your business’s ability to remain productive and competitive.

An effective business ISP can help you minimize IT issues and maximize the efficiency of your digital infrastructure. To do so, they should be committed to understanding your goals and helping your business grow.

However, not all business ISPs offer the same level of service. Recurring IT issues, poor customer support, and other obstacles could be impeding your business’s success. Here are a few important indicators that it may be time to re-evaluate your network provider.

1) Ineffective communication and customer service

Disruptions and outages can happen at any time, but the responsiveness of network providers vary. How quickly does your business ISP communicate and mitigate issues? When your ISP is slow to act, your business’s productivity and revenue are at risk. Even a single minute of downtime can cost as high as $9,000 per minute.

Long wait times, unresponsive support teams, and delayed communication are clear signs of poor customer service. Often, issues can also arise when your ISP’s support team is not located in your region. They likely do not understand the nuances of local business operations and cannot offer the personalized support your business deserves. Providers who have a local customer service team in your business area can provide faster response times and more attentive customer support.

2) Weak cybersecurity practices

Cybersecurity should be a top priority for all businesses. Cyberattacks can happen to businesses of any size and may lead to devastating financial losses and reputational damage. In 2024, Canadian organizations paid an average of $6.32 million per data breach.

While there are many ways to strengthen your digital defences, a strong cybersecurity foundation starts with a reliable network provider. With evolving threats like distributed denial-of-service attacks, ransomware, and supply chain attacks, your ISP needs to be keeping up with cybersecurity best practices. If your ISP doesn’t have sophisticated and robust security measures, your business may be exposed to costly and damaging cyber attacks.

3) Generic connectivity solutions

It can be difficult to differentiate between network providers in Canada, particularly when many solutions are designed for a broad range of businesses. If your business ISP does not take the time to understand your business, they will not be able to offer solutions that are optimized for your technical requirements and strategic goals.

The best network provider in Canada is ultimately the business ISP that will act as your connectivity partner. They should be able to offer expert guidance and knowledge about how to streamline your digital operations. For customized solutions, opt for a regional ISP with a deep understanding of your local business market. Regional ISPs will be better equipped to address the localized challenges you may be facing.

4) Frequent downtime and outages

Internet network providers with outdated technology, network congestion issues, or poor infrastructure can not deliver the high-quality connectivity your business needs. For the most reliable connectivity, opt for a provider with an advanced fibre optic network. Fibre networks are less susceptible to electromagnetic interference and weather-related outages, making them an ideal choice for businesses.

If you experience frequent or recurring network issues, your ISP may not be resolving the root cause of the problem. An effective business ISP should provide 24/7/365 support and work quickly to reduce any disruptions to your business. Review your current ISP’s uptime guarantees and mean-time-to-repair targets to ensure they are meeting their service level agreement.

5) Lack of transparency and accountability

As a customer, you should have complete visibility into your connectivity services, including support, performance, and invoicing. When an issue arises, it’s important that your ISP acknowledges their responsibility and acts quickly so there is minimal impact to your business.

Be cautious of any business internet network providers that offer vague responses to your questions. Your ISP should be clear about the services they provide, including all features, pricing, and contract terms so you have a comprehensive understanding of exactly what you’re paying for.

6) High costs

Business internet costs should reflect the quality of service you receive so you have a clear return on investment. If your current ISP frequently tacks on extra fees or increases their prices without any service enhancements, this can put a significant strain on your bottom line.

The ideal network provider will work within your budget, offer competitive pricing without compromising on quality, and provide transparent guidance on the services that are most valuable for your business.

7) Limited scalability and adaptability

As your business changes and grows, your ISP should be able to offer services that meet your growing needs. Whether you need faster speeds, more advanced security, or direct access to the cloud, network providers should be able to scale with you.

If your provider cannot adapt to change, it will ultimately constrain your business’s long-term growth. Be cautious of ISPs that are unwilling to modify your services or the terms of your contract. Inflexible contracts often indicate a lack of customer-first service.

Choosing the right connectivity partner

Selecting the best ISP for your business requires careful consideration. By regularly evaluating your ISP’s performance, security, and customer service, you will be able to recognize when they are no longer meeting your business needs.

A reliable, customer-first ISP that is committed to your success can transform your business. When you find the right provider, they will support your technological needs and also act as a strategic connectivity partner for your long-term business growth.

Looking for a new business ISP that delivers on network performance and customer support? Hiboo Networks is the first and only intelligent network provider built exclusively for businesses in Ottawa-Gatineau. When you partner with Hiboo, you can expect:

• Personalized customer support from a local team
• Flexible and scalable solutions
• Competitive pricing
• Advanced, enterprise-grade security features
• 99.999% uptime, delivered from our 100% independent fibre optic network

Schedule a free no-obligation consultation with a local network expert to see how Hiboo can help your business.