ntl:home is to deploy a suite of applications from US company BroadJump, in order to improve the broadband installation process for new cable modem customers.

The new software, to be made available to both standalone and set-top-box broadband customers, is a package of three applications that handle issues with consumers' PCs:

  • BroadJump Virtual Truck Qualifier: Checks the prospective customer's PC to ensure their computer meets the minimum requirements for broadband service
  • BroadJump Virtual Truck Installer: Configures the customer's PC to receive broadband service from ntl
  • BroadJump CorrectConnect: This application remains resident on the system after the Virtual Truck programs have completed their tasks. It monitors the connection and provides diagnostics in the case of a broadband service failure.
Bill Goodland, ntl's Internet Director, explained the company's decision to deploy the BroadJump technologies:

"Our goal is to deliver the best broadband experience possible. Teaming up with the world leader in broadband software – BroadJump – is the best way for us to ensure that customer satisfaction is top notch."

Indeed, customer support has long been an element of ntl:home's services that has received a bad press not only on forums such as ours, but also in the national media. While this has improved in recent times with the introduction of a dedicated cable modem support line, these additional tools are expected to smooth the process of diagnosing and rectifying faults somewhat smoother.

BroadJump already provides similar services for major broadband providers in the United States, including Adelphia, AT&T Broadband, Time Warner Cable's RoadRunner, and Sprint. Their CEO, Kenny Van Zant, explained what his company's solutions can do for broadband providers:

"BroadJump has been solving the challenges associated with installing and supporting broadband for the largest North American broadband service providers for over three years.

"These same challenges exist for service providers in the UK and throughout Europe. By deploying BroadJump’s solutions, ntl will provide UK consumers with a positive broadband experience."

The software will be deployed across the ntl:home network over the coming months, following successful field trials in Manchester and Glasgow.