The Future of Telcos and ISPs: Time to Get a Grip

By David Yates, Grumpy Scotsman & Industry Veteran

I’ve spent more years than I care to count in the telecoms and ISP world, and if there’s one thing I’ve learned, it’s this: if you’re not moving forward, you’re falling behind. The days of sitting on your hands, patching up old systems, and hoping for the best are well and truly over. Telcos and ISPs across the UK are at a fork in the road. And the choice is simple—either modernise or watch someone else steal your customers and your lunch.

But here’s the thing—it’s not just about updating your networks or slapping a shiny new logo on your vans. It’s about reinvention. This is a whole new ball game, and if we don’t step up to the plate, we’re out. Let me tell you how I see it.

Modernisation’s a Must—But It’s Not the Whole Story

Don’t get me wrong, modernisation is essential. If your systems are still running on the same kit you installed in the early 2000s, then you’re already behind. But chucking money at technology upgrades alone won’t save the day. The real shift needs to happen in how telcos and ISPs think about their role. It’s not just about laying down fibre cables and rolling out 5G anymore. We need to become the digital enablers—the ones helping customers, whether they’re businesses or Joe Bloggs at home, navigate the modern world.

People don’t just want fast broadband or unlimited calls. They want smart homes, seamless customer experiences, and solutions to problems they didn’t even know they had. We need to stop seeing ourselves as just infrastructure providers and start thinking like the tech companies we’re up against.

Time to Put the Customer First (Finally)

I’m going to be blunt—most telcos and ISPs haven’t exactly been brilliant at putting customers first. And we all know it. Slow service, confusing contracts, endless wait times on the phone… it’s not good enough. If we want to survive, we need to flip this on its head and really put the customer at the centre of everything we do.

It’s about being proactive. Use the data we’re sitting on to understand what customers want and fix their problems before they even know about them. AI can do wonders here—automating responses, fixing network issues remotely, and providing personalised solutions in real-time. It’s not rocket science, but it’s a game-changer. And, if we don’t get this right, customers will go elsewhere. It’s as simple as that.

Building Resilience: Get Ready for Anything

The world’s changed—and fast. If the last few years have shown us anything, it’s that we need to be ready for whatever’s thrown our way. Whether it’s a pandemic that forces everyone to work from home overnight or a new competitor undercutting prices, resilience is the name of the game.

We’ve got to make our networks more adaptable, so we can scale up when demand spikes, handle outages like pros, and keep things running smoothly no matter what. Being able to pivot quickly and shift gears when the market changes is what’s going to set us apart from the ones who are still stuck in the past.

Sustainability: It’s Time to Go Green, or Go Home

Let’s talk about something that’s been bubbling under the surface for a while now: sustainability. It’s no secret that telecoms and ISPs use up a fair chunk of energy, and with everyone—from governments to customers—pushing for greener solutions, we can’t afford to ignore it anymore.

Modernising isn’t just about improving performance—it’s about cutting down on energy usage too. More efficient networks, AI-powered smart infrastructure, and renewable energy sources can help reduce our environmental footprint. And guess what? Customers care. More and more people are looking for companies that align with their values, and being the greenest option in town might just give you the edge over the competition.

Leadership: Step Up or Step Aside

Here’s where it gets really interesting: leadership. All the fancy tech in the world won’t matter if you don’t have leaders who get it. We need leaders who aren’t afraid to rip up the old playbook, take risks, and drive real cultural change within the company.

It’s not enough to just keep the lights on. We need leaders who will shake things up, encourage innovation, and create an environment where people feel empowered to try new things, even if that means a few failures along the way. The telcos and ISPs that embrace this will be the ones who thrive in the years to come.

Future-Proofing: Don’t Let Security Be an Afterthought

As we connect more and more devices and data, security is going to become even more important. You only have to look back at the TalkTalk breach in 2015 to see the potential fallout when things go wrong, and let me tell you—customers don’t easily forget when their personal info gets compromised.

Building robust security measures into every part of our infrastructure isn’t just smart—it’s essential. But beyond that, we need to be open and transparent about how we handle data. People need to know they can trust us, and that means showing them how we keep their information safe. If you get this right, customers will stick with you through thick and thin.

Partnerships: No One Can Do This Alone

If there’s one thing I’ve learned in this industry, it’s that you can’t do it all on your own. Partnerships are the future. Whether it’s teaming up with cloud providers, working with AI startups, or joining forces with IoT companies, collaboration is the key to unlocking new opportunities.

It’s time to stop thinking of ourselves as the lone wolf and start building ecosystems that create real value for customers. By working together with the right partners, we can offer services that go way beyond the basics and create an entirely new kind of telco experience.

So, What’s Next?

Look, the bottom line is this: modernisation is just the starting point. If we’re serious about surviving in this fast-changing world, we’ve got to take a long, hard look at how we do business. We need to be bold, we need to be brave, and we need to put customers, innovation, and sustainability at the heart of everything we do.

It’s time to stop tinkering around the edges and start driving real, lasting change. The future’s there for the taking—if we’ve got the guts to go after it.

---

How can Tollejo Help Telcos and ISPs Lead the Way

In the face of all these challenges, telcos and ISPs need more than just basic updates—they need strategic partners who can help them transform. This is where Tollejo steps in. With a proven track record of driving results, Tollejo offers a program tailored to the unique needs of the telecommunications industry, why not talk to me about it.