Subscriber messaging and calls for broadband and DTH providers
Get recharges in before packs expire, keep subscribers informed during outages and shorten the helpline queue, using SMS, WhatsApp, IVR and voice from one account.
Which channels should a broadband or DTH provider use for subscriber communication?
Broadband, ISP and DTH operators usually rely on SMS for recharge, expiry and payment alerts that every subscriber receives, WhatsApp for plan renewals with payment links and complaint updates, an IVR helpline for outage and fault calls, missed call numbers for balance checks, and voice broadcast or AI Voice calls to reach subscribers whose connection has lapsed.
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Key facts: messaging and calls for broadband, ISP and DTH providers
- Start with
- Bulk SMS (Expiry and payment alerts)
- Channel mix
- Bulk SMS, WhatsApp Business API, IVR, Missed call service, AI Voice, Voice broadcast
- One account
- Shared contacts, delivery reports and webhooks across every channel
- Integration
- REST API and webhooks into any CRM or app that can call an API. API and webhooks
- Pricing model
- Prepaid credits quoted by volume, GST extra; WhatsApp at Meta's rate by category plus a platform fee. How pricing works
Which channels work best for broadband, ISP and DTH providers?
How do the channels work together for broadband, ISP and DTH providers?
- 5 days before expirySMS and WhatsApp reminderAn expiry SMS, plus a WhatsApp message with a pay link for 1, 3 or 6 months.
- Line goes downIVR outage noticeThe helpline plays the current outage message and lets the caller press 1 to log a fault ticket.
- Technician visitTicket update on WhatsAppThe ticket number, technician name and visit window arrive on WhatsApp, with an SMS copy.
- After disconnectionAI Voice win-backA week later an AI call asks why the subscriber left and offers a plan that fits, sending the link after the call.
What does each channel do for broadband, ISP and DTH providers?
- Plan expiry and low balance
- Recharge and payment received
- Area outage and restoration
- Plan expiry and recharge reminders
- Outage and restoration alerts
- Complaint chatbot
- Renewal reminder with Renew button
- Plan upgrade carousel
- Outage and restoration notice
- Outage announcement before the menu
- Complaints routed by zone
- New connection line
- Plan and recharge expiry
- Area-wise maintenance alert
- Restoration update
- Missed call for recharge link
- Plan validity and balance
- Register an outage complaint
Step-by-step guides for broadband, ISP and DTH providers
Use-case guides with templates, set-up steps and metrics that fit this industry.
Questions about messaging for broadband, ISP and DTH providers
Is SMS or WhatsApp better for broadband recharge reminders?
Send the first reminder on both. SMS is the dependable baseline because it reaches every active mobile, while WhatsApp tends to bring more completed payments because plan options and the pay link sit in the same message. Some operators drop the SMS for subscribers who reliably pay from WhatsApp.
Can a missed call number give subscribers their DTH balance?
Yes. You publish a missed call number, the call disconnects automatically, and your system looks up the caller's account and replies by SMS with balance, validity or current pack. The caller pays nothing, and the lookup runs through a webhook to your billing system.
How should an ISP tell subscribers about an outage in their area?
Combine channels. Update the IVR greeting so callers hear the outage notice first, send SMS or WhatsApp to the affected localities, and use a voice broadcast where many subscribers are elderly. Close the loop with a service-restored message so people stop calling.
Are recharge reminder calls allowed under TRAI rules?
Reminders about a subscriber's own plan count as service communication, while upgrade pitches to people who have not asked are promotional. Under TRAI's numbering rules, service calls and promotional calls go out from different number series, and promotional calls must respect DND preferences and calling hours. We help you set up the right category.
Can these alerts connect to our billing or subscriber management system?
Yes. Most ISP billing and DTH subscriber management systems can call an API when a pack nears expiry or a payment posts, and accept webhooks such as message.delivered or call.completed in return. Where the system cannot, a scheduled export to Google Sheets with Zapier is a workable start.
Does a small local cable or broadband operator need all these channels?
No. A local operator with a few thousand connections usually starts with expiry SMS and a WhatsApp number for payments and complaints. Add an IVR when outage-day call volume becomes hard to handle, and AI Voice once lapsed connections become a noticeable revenue leak.
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