In this article, we discuss the importance of having a reliable, resilient business internet connection. We examine some of the disruption caused and costs felt when the internet fails businesses. We also consider some of the commercial benefits of having a resilient internet connection, and how to mitigate the risks.
Today, businesses depend on strong internet connectivity to effectively communicate with customers, clients, and employees. Increasingly, businesses depend on connectivity to access the many benefits of Cloud-based services that were once hosted on local servers. However, we have all experienced the frustration of an internet outage and the impact it can have on productivity. Earlier this year, a Cambridge City Council contractor cut through 552 fibre cables causing a widespread connectivity failure at Cambridge Science Park. The unfortunate accident was a reminder of how reliant business is on the internet and the importance of resilient network connectivity.
The cost of internet failures
Internet connection failures can cause big problems for businesses such as a loss of revenue, reduced productivity, customer complaints, and reputational damage. According to a recent report, broadband outages have cost the UK economy £1.3 billion in lost revenue over the past year.1 A loss of internet connection means not being able to browse the Web, access emails or use Cloud-based applications. However, it can also have less obvious but equally disruptive consequences for commercial buildings.
Internet reliant building systems
If your office access control system involves a traditional lock and key, then an internet failure won’t prevent you from gaining entry to your building. However, smart access control systems require power to operate and an internet connection to communicate with Cloud servers. Similarly, advanced CCTV systems rely on an internet connection for remote monitoring. Some CCTV systems are equipped with sensors to detect sound and movement. When the system detects any unusual activity, it can send an alert to any connected device. But for the alert to work, the system needs a good internet connection. CCTV systems also require the internet to backup data to the Cloud.
Connectivity attracts tenants
Commercial real estate, from office buildings and retail stores to warehouses, needs strong, reliable internet connections to help tenants conduct business. Tenants expect commercial buildings to provide reliable, high-speed, customized internet access. Nowadays, the availability of internet connectivity has a direct correlation with a commercial property’s occupancy rates. Recent studies report that tenants have two major priorities when selecting commercial real estate: first is the building’s location (90 percent of respondents) and second is the availability of internet connectivity (87 percent of respondents). The research also shows that connectivity can boost property valuations.2
Resilient internet connection vital to high street retailers
The decline of the UK High Street is often blamed on consumers changing habits and the boom in online retail. But the internet has allowed many retailers to connect with customers in entirely new ways, and physical stores have become a part of that communication and omnichannel sales strategy. Retail stores are highly dependent on a good internet connection to operate POS (point-of-sale) terminals for accepting card payments and inventory management. If a store’s internet connection fails, the retailer is unable to operate and quickly begins to lose money. In September 2022, shops and businesses in Darwen, Lancashire were unable to operate for five days following an internet outage. Nikki Rhodes, Retail Manager at Totally Wicked, told LancsLive: “Our card machines rely on the internet, and they’ve stopped working now which is about 80 per cent of our custom gone. We’re losing out on thousands of pounds.”3
Why internet connections fail
There are many potential reasons for internet connection to drop, which can range from cutting the fibre line, equipment failures, power outages and faults on the line to incorrect configuration. Whatever the cause of the problem, when the internet stops working it’s your business that suffers. That is why it’s essential to build resilience into your network connectivity.
Leased lines
For businesses that want a dedicated, high-quality internet connection, an ethernet, or leased line (sometimes known as a private circuit) is recommended. A leased line is a dedicated, fixed-bandwidth data connection that offers uncontested throughput that you don’t share with anyone else. It provides businesses with a reliable, high-quality internet connection, guaranteed speeds, uptime, and resilience. Although faults on leased lines occasionally occur, they are extremely rare, and most providers will guarantee availability rates. Compared with standard broadband, where you might have to wait days for a fault to be fixed, an ethernet connection should come with a robust Service Level Agreement (SLA) that outlines service availability, support, response times and repair expectations, and compensation for any missed targets.
Mitigate the risk of an internet failure
As we have already seen, some unforeseen physical events, such as a local council contractor cutting through a fibre cable, can conspire to disrupt your business internet connection. Therefore, it’s sensible to have a contingency plan. There are several different approaches you can take to improve the resilience of your connectivity. You can add an additional circuit into your building, whereby each line follows a different physical path and is carried in separate cable ducting. If one line is cut the other provides failover, keeping your business connected to the internet. However, if you use a single carrier to provide both circuits then you remain exposed to upstream risks such as routing failures. Instead of ordering your circuits from a single carrier, you can order two circuits from different providers. This option reduces your reliance on a single carrier but does add complexity to the solution. We would also recommend that you take expert advice before making any contractual decisions about business broadband and resilient internet connectivity.
An internet connected world
In a digital world, UK businesses need to be online all the time. Internet-based applications and Cloud services have radically changed the way organisations do business. These types of technologies demand certain levels of capacity and bandwidth to perform at their best. Similarly, customers expect fast, efficient customer service using a variety of online communication tools from email, live chat and social media to internet-based telephony. Since the pandemic, we have all become more reliant on communication platforms like Microsoft Teams to collaborate with colleagues, partners, and suppliers. Frequent internet outages can lead to missed deadlines, reduced productivity, dissatisfied customers, and lost income. Consequently, it’s vital that businesses carefully evaluate their choice of reliable, resilient internet provider.
Please contact us now if you need any help or advice on choosing the most appropriate internet connection for your business.
Sources 1. Techdigest.tv 2. Naiop.org 3. LancsLive
