The Fast Lane on the Information Superhighway

By Angie Johnson-Schmit

A Conversation with Sparklight

As we spend more of our personal and professional lives dependent on digital technology, high-speed internet has taken on a greater importance than ever before. Broadband allows us to zip along the information highway in the fast lane, fueling everything from remote work and remote learning to Telemedicine. Ken Johnson, Senior Vice President, Technology Services at Sparklight took the time to answer some questions about where broadband services are headed in Central Arizona.

As people depend more and more on reliable high-speed internet for telemedicine, remote work, remote learning and business, what is Sparklight doing to meet that demand?

With the onset of COVID-19 last year, we have seen a significant shift in how customers use high speed internet service. With the tremendous increase in remote learning, work from home, and telemedicine, reliability of the Internet connection into the home has become more important than ever before.

Our strategy is Internet-centric, and that means ensuring our network is never a barrier to an outstanding customer experience. Given that, we have focused a great deal of energy and significant investment on initiatives that increase the reliability and survivability of our network in order to ensure that the connection to our customers’ homes is not just reliable, but that there is always adequate capacity to meet the new demands being placed on our network.

What changes have you noticed in what your customers need and/or require to meet their broadband needs?

With everything that happened in 2020, we are seeing customers migrate to faster speeds and moving to the highest quality connection they can get. This reflects the importance of their internet connection with the shift to working, learning, and accessing entertainment from home.

Along with this, we are seeing a greater sense of urgency from customers if there is an issue that impacts their internet service. As a result, we have been working hard to ensure we have associates in place to safely respond to the needs of our customers if issues arise. The migration of customers to a quality service encompasses all of these things - a high quality internet experience, a high level of capacity and reliability and an outstanding level of customer care, which includes the ability to respond quickly and safely if an issue arises.

Do you see customer use peaking at particular times of the day or week?

Peak demand times have traditionally been highest on weekends and in the evenings, starting when school lets out for the day. The big shift we saw in 2020 and carrying into 2021 is that our typical weekday now looks like the traditional weekend day from a utilization perspective.

With the majority of individuals now working and learning from home, the traditional off-peak times have largely gone away, and we now see what looks like an expanded peak that happens throughout the day, every day, rather than just during primetime hours or on the weekends. Fortunately, we have designed our networks to manage consumption at peak times, so this has not had any impact on our network capacity or reliability.

As Arizona seeks to expand broadband to more rural areas of the state, what technology is Sparklight planning to use to meet those goals?

We have been expanding our fiber footprint to be able to serve additional areas in our northern Arizona service area, as well as working to increase the redundancies in these more remote areas to increase reliability.

How can Sparklight customers get the most out of your service?

For most consumers, the best answer here is to use the modem/router that Sparklight provides. One of the big challenges with modems/routers is making sure that the technology used in the device is current and that the firmware running on the modem is kept up to date in order to ensure it is operating optimally and securely.

As a service provider, we handle this for our customers when they use the equipment we provide in their home. We also replace it free of charge when it breaks and offer an application for the modem that allows our customers to better manage their home network, see device status, and monitor usage.

What changes or growth are planned for the next year?

We have a lot happening in 2021, so I will just touch on a few items. We are beginning a migration to mesh networking in the home, which will provide an advanced in-home WiFi experience for our customers; we are deploying new DOCSIS 3.1 technology in our network to increase our overall capacity and improve network latency; and we’re working on new tools that will improve self-service options for customers who prefer self-support.

Has Sparklight noticed an increase in specific devices used to access broadband (i.e., increased use of cellphones, tablets, streaming devices like televisions, etc.)?

Absolutely, and there is no end in sight! The number of devices connected within the home is increasing rapidly. It’s not just computers, cell phones and smart TV’s, but home security systems, cameras, smart appliances, smart thermostats, game consoles, tablets, wireless speakers, home lighting and even door locks.

How much of an increase have you seen in the “internet of things,” such as “smart” appliances?

The Internet of Things is seeing rapid growth, as people are attracted to the control and convenience these devices provide. While these devices are increasing in popularity, they are generally very low consumption devices and do not really have an impact on our overall internet traffic volumes.

Was there a significant increase in broadband usage due to the pandemic in 2020? How much?

Yes, we saw average consumption increase of approximately 30 percent in 2020. The majority of that increase happened early in the year as people began sheltering in place due to COVID. In the last half of the year, the growth curve became flat to slightly downward.

How frequently do you suggest customers update their hardware (modem)?

This technology changes fairly quickly. We would recommend updating customer-owned equipment every 3-5 years in order to keep up with the changes in technology.

Are there any Sparklight programs or projects you wish more of your customers knew about?

Being a strong local community partner is central to Sparklight’s mission and values. We have a personal stake in improving the communities we serve. Through educational programs and donations of time and resources, we seek to make a positive impact in the communities we serve. Sparklight associates are passionate about giving back to the communities in which they live and work, volunteering year-round to raise money for or support causes which will benefit the community.

In the Prescott area, our associates have volunteered with or given back to: Big Brothers Big Sisters of Yavapai County; Boys and Girls Club; Stepping Stones Agencies; local K-12 schools; AZ Cowboy Poets Gathering, and the Yavapai Symphony Association, to name just a few.

Additionally, we believe strongly in improving education through the use of technology. While many school systems are taking big steps and working to give every student and teacher access to the technology and tools they need to learn, not all schools have access to funding to support this effort. By donating Chromebooks to Title 1 elementary schools in our community each year, we’re investing in a generation of future leaders and helping to conquer the digital divide in schools that lack funding. Our Chromebook donations in Arizona have included donations to schools in Prescott, Clarkdale/ Jerome, and Show Low.

In 2021 (to be announced soon), we will be launching the Sparklight Charitable Giving Program, which will offer grant opportunities to 501c3 organizations across the communities we serve. u