Thinking about changing software for your ISP? Keep these tips in mind

Ready to upgrade from your current ISP billing software? Perhaps there are several reasons motivating you — scalability constraints, outgrowing your system, wanting an end-to-end management system (billing, integrated payments, RADIUS, open API, CRM, inventory, network management), or simply lower monthly charges. Perhaps you’re fed up with bad support that always responds with a “deal with it” when you have some data issues. Finally, business agility is most likely your number one priority. So, don’t accept scalability and flexibility alone; insist on quality software made by professionals who truly understand the ISP business.

Changing your ISP software involves three critical steps: first, establishing a thorough knowledge of where you are today; second, choosing suitable new software, whether in-house, open-source, a “one-man show,” or an end-to-end SaaS solution; and third, executing the transition process skillfully. This involves careful planning, data migration, staff training, and thorough testing to minimize downtime and ensure a smooth transition.

Switching ISP Software? Act fast and adapt quickly!

Recently, we carried out a global study of more than 50 WISPs, revealing their greatest challenges and showing how Splynx successfully addresses them. Our dedicated article provides more information.

So, no matter your reasons for making the change, data migration — transitioning user data, services, routers, partners, locations, and inventory — is an inevitable part of the process. It’s intimidating but doesn’t need to be stressful.

Keep in mind, that software switching is not always an upgrade; the grass isn’t always greener. A cheaper alternative may be more expensive in the long run due to hidden fees, poor automation, no local payment integrations, or poor support. Other solutions may not be scalable, suffer from regulatory compliance challenges, or not have features like RADIUS integration and network monitoring. Evaluate your options carefully before switching to make sure the new software meets your business needs, future expansion, and technological infrastructure.

What to consider when migrating ISP Software

You’ve decided to migrate after carefully weighing your options. While moving data from one application to another can seem straightforward, the specifics can dramatically impact the result.

Switching ISP software isn’t merely about installing a new tool – it affects billing, network provisioning, customer management, and operations in general. Getting the transition wrong can result in downtime, billing complications, and additional frustration for both your staff and customers. Here are key things to consider:

Data Migration is more than copy and paste

Your biggest concern is most likely your data. Customer details, services, billing history, network configurations, and payment history — all vital to your business — must move without being lost, duplicated, or corrupted. Before making a commitment, completely understand your new software provider’s data migration procedure.

Each system stores data differently, so proper data mapping is essential to avoid mismatched invoices, missing balances, or misassigned support tickets. Request data mapping guidelines or sample imports from your vendor, use available automated tools, and conduct a thorough data clean-up beforehand. Ensure historical data remains accessible, as some systems may limit full imports of past records.

Plan for Zero Downtime and preserve what’s working

Your clients are not interested in the fact that you are changing your backend system. Do not inundate your support team with angry calls about disrupted internet service, incorrect bills, or wrongly suspended accounts. Make a smooth transition plan to prevent service disruption, incorrect billing, or client frustration because of out-of-sync billing logic. Run both systems parallel prior to final switching to make sure invoices are similar, tax calculations are accurate, late fees and discounts are correct, and auto payments and gateways are faultless.

If your ISP uses automated provisioning like RADIUS, DHCP, or PPPoE, ensure your new system supports current workflows. Otherwise, incompatible credentials can cause customers not to reconnect. Both systems must be operated in parallel for a billing cycle to thoroughly test invoices, validate service activations, and ensure smooth operation.

Learn, train, and build a safety net

New system implementation means embracing new workflows. Expect resistance; after all, people don’t like change, particularly after years of familiarity with a platform. Begin early. Staff engagement, super admin appointment, and on-the-job training. Teach the fundamentals first, prior to advanced features.

Too many ISPs train staff after the migration, leading to confusion and unnecessary stress — which usually means confusion, mistakes, and unnecessary downtime. Involve your staff in the process. Give them early access to test the software.  Assign “super admins” who can train others and provide support. Schedule hands-on training sessions before the switch. Cover the basics (billing, customer management, network provisioning) first, then move into advanced features. Some vendors offer onboarding education sessions — take advantage of them.

Expect some hiccups even with training. Assign a dedicated support contact (from your vendor and an internal go-to person) ready to assist employees during the first few weeks.

List of must-have features and integrations

Before switching, document every critical feature your current system supports and compare it to the new platform. If something is missing, talk to your vendor before migrating. Sometimes, it’s already on the future roadmap or available via a workaround or custom development. Common issues include:

• Custom invoice formats
• Lack of local payment gateway support
• Advanced network monitoring

Additionally, consider third-party and API integrations. If your ISP relies on third-party software for accounting, CRM, or monitoring, ensure the new platform supports them. Certain systems are rigid—don’t compromise on the flexibility you’ve become used to.

If necessary integrations are lacking, anticipate operational changes or further investment.

Business and Financial aspects of migration

Switching software isn’t just a technical decision — it’s a businessdecision. Some ISP software vendors lock you into multi-year contracts with heavy penalties for leaving. Before committing, ask:

✔ Can we switch providers if the software doesn’t meet expectations?

✔ Is there an exit strategy if things go wrong?

✔ Are there hidden costs for scaling, adding more customers, or integrations?

A “cheaper” system can cost more if you need extensive customization or third-party integrations to make it work. Beyond licensing fees, consider additional fees. Some providers might charge for data transfer, integrations, and staff training, and others for API integrations, setup, and training.

Staying compliant and protecting customer data

Depending on where you operate, your ISP is likely subject to local telecom regulations that dictate how customer data is stored, how billing records must be maintained, and what reporting you need to provide to regulators. Failing to meet local tax compliance (e.g., VAT, regional tariffs) or data security requirements can lead to fines, service restrictions, or even license revocation.

Ensure your vendor supports:

✔ In-country data storage (for regions that have data sovereignty laws)

✔ Data encryption (both in transit and at rest)

✔ Role-based access controls

✔ Detailed billing, network, and admin records

✔ Backups and disaster recovery

✔ Some systems lack complete historical imports—ensure long-term access to records and logs.

Support in need is the support indeed

Even if a new ISP system looks great on paper, you’ll still need reliable support to handle issues, bug fixes, and feature requests. A platform that constantly crashes or leaves you waiting days for a support response isn’t a real solution – it’s a liability.

Talk to other ISPs using the software. Are they satisfied with its stability? You can also look for independent reviews on Trustpilot, G2.com, Capterra, Reddit, and Facebook industry discussions.

Even the best software has bugs. The real question is: How fast does the vendor fix them? Test their support by sending a pre-sales inquiry (how long do they take to respond?), check support availability (is it 24/7 or just business hours?), and ask about SLA guarantees (do they commit to response times?).

Not every migration pans out. If the new system doesn’t meet your expectations at some stage, how hard will it be to revert everything? A responsible vendor will be transparent about the exit options. Vagueness around exit clauses is a cause for concern, and they will probably make it as difficult as possible to leave once you’re locked in.

Is it compatible with your hardware?

Your BSS system isn’t just about invoices and payments — it has to link into your network hardware seamlessly and ultimately into customers and their services. First and foremost, check for RADIUS, PPPoE or DHCP compatibility to ensure smoothauthentication and IP address management without manual intervention.

If you’re using MikroTik, Cisco, Ubiquiti, Huawei, Juniper, or other vendors, you need to ensure that your new system supports your existing infrastructure. 

If auto-configuring new CPEs based on your own provisioning flows, pushing bulk firmware updates, and troubleshooting customer routers is a requirement, consider these factors when migrating. Before going live, check if the system properly suspends, reconnects, and adjusts bandwidth based on billing status.

Don’t forget your partners

If you work with resellers or B2B partners, they may have their own billing cycle and send the invoices to end-users. An ISP wholesaler should be able to create a reseller’s account and allow the reseller to charge their end-users using their invoices in reseller mode. Ensure resellers can still operate seamlessly in the new system; manage and sell individual tariff plans.

What does Splynx offer?

Migrating your ISP to a new platform is a big decision and perhaps the biggest fear — also a significant risk if not done correctly. But if you plan ahead, communicate at every stage, test everything, and work closely with your vendor, this journey hopefully ends with a switch to a better system without compromising service quality or customer satisfaction. What exactly can Splynx offer?

1. Templates and tools to transfer and import your data (customers, tariff plans, routers, leads, administrators, services, inventory items, products, etc.) into Splynx. No need to worry, as our technicians are experienced in transferring data from various sources and systems globally. Data imports are free of charge (included in the license).

   First, we loved the free trial. No other vendor offered this. Second, we needed more time than the trial allowed. A simple request to extend our period was granted immediately. Very easy to work with Splynx support.

   The onboarding process was great. Splynx handled the exporting of data from the old system and importing into Splynx and then verified the data was accurate.

   Chadwick Wachs

   President at AU Wireless

2. Hands-on assistance during the onboarding process. Moving to a new system means adapting to new workflows, and we know that this transition period can be overwhelming. That’s why Splynx includes free one-on-one calls with expert guidance to help with system setup, from billing configuration to network cutovers.

   Buying a company and then changing billing systems, making things work, auditing everything is not an easy task at the best of times. But it was made so so much simpler with your help! Thank you so much for your invaluable help. We were able to bill correctly, to see what is missing, to track invoices and payments and customer tickets. I think we are getting to a point where the ship is steady and we can now concentrate on running the business and fine-tuning it before we start growing properly.

   CDR Importing works a treat, and we used it once already. Just a case of repeating the same operations every time we do billing (mid-month) so we will sort that in a few days again. But yes, it just works, it is rather simple to do, and customers can see everything in the portal. Brilliant!

   Thank you again for all your help. I might need a bit of guidance here and there, but we feel that by and large, the bulk of the inquiries has now finished.

   Catalin Dominte

   Wizards Ltd

3. Technical support is available 7 days a week with a 15-minute average response time and 85% same-hour resolution.

   I would like to personally extend a heartfelt shoutout to Splynx support team. They consistently go above and beyond the call of duty, always demonstrating a willingness to assist with any challenges we face. Whenever we encounter an issue, they are quick to step in and help us resolve the problem efficiently and effectively.It is truly a pleasure working with your company, knowing that the support we receive is of the highest quality. Their dedication and professionalism provide me with great peace of mind, knowing that even if an issue arises, I am in the best hands.

   Thank you so much for fostering such a fantastic support team.
   It makes all the difference to know that your company prioritizes exceptional service and customer care.

   Lionel Whitecross

   Managing Director at Easyweb Internet (Pty) Ltd

   Our support team is accessible via helpdesk, email, or customer portal and provides quick assistance when needed.

   I wanted to give a shoutout to Splynx! Over the weekend, I had a critical VM host fail, but restoring from backup was as simple as can be (on a fresh install). The few issues I did encounter were resolved quickly, Splynx responded to my tickets and had everything sorted within 15 minutes, on a weekend. This is exactly what I need (and expect) in a partner!

   Spencer Pous

   BluBroadband CEO

4. Zoom Sessions for Complex Setups – Dedicated support available in 2, 5 or 10-hour increments. Tailored help for unique network needs.

   We are just about finished wrapping up our syncing of transactions between Splynx and Zoho Books, and what a beautiful thing it is to see invoices generated in Splynx showing up in Zoho! From all of us at Citi-Tech, we are extremely grateful to you and the rest of the team at Splynx for your work on the Zoho Books integration, this is going to change things around here immensely for us, and we can’t thank you and your team enough!

   Clifford de Meyer

   Managing Director at Citi-Tech

5. Splynx isn’t just another billing system — it’s built for flexibility and customization. Our open REST API allows you to integrate Splynx with third-party tools, network monitoring systems, local payment gateways, and accounting platforms(Xero, SageOne, Quickbooks, Zoho Books, or Netsuite).

   We tried a lot of different queuing mechanisms, traffic shaping mechanisms on the switches and routers that we use. And most of them were very hands-on. But with Splynx and LibreQoS, ever since we got everything sorted, it’s set and forgotten. It just works in the background and cleans everything, giving our customers a good experience.

   Brian Longwe

   CEO & Co-Founder of CTN

   We have already developed integrations with Huawei OLT, 3CX,LibreQoS,Preseem, andWhalebone Peacemaker. If your business needs a custom module, we can develop it within the scope of a dedicated project. For example, one large ISP in New Zealand required over 25 different customizations and modules to make Splynx perfectly fit their internal processes.

   

   The deployment phase took approximately three months to create, but the whole migration of all the business processes and customers was done in one month. Consequently, they realized a staggering 40% cost saving compared to their former in-house solution.

   Splynx is built by people that understand the ISP business. That makes it great software for the industry. As much as they (ISPs) use it, as much they benefit from it.

   Dritan Vreshta

   Starnet CEO & Founder

6. Our dedication doesn’t stop once you migrate — we keep improving and refining Splynx. With a team of more than 30 developers distributed across four specialized departments, we release new features, add-ons, mobile apps, and updates on a regular basis to keep your ISP competitive. Each release is rigorously tested by our quality assurance team to guarantee maximum stability and performance.

Community-Driven Features – ISPs using Splynx can suggest new features, vote on improvements, and track our live roadmap via the Splynx Feedback Portal.

This ensures that we stay aligned with the evolving needs of the industry and continue to provide solutions that help ISPs operate more efficiently.

Ready to Switch?

Switching ISP software is a big change, but with Splynx, you’re never alone. We offer organized tools, professional assistance, and hands-on support to ensure the transition is seamless and trouble-free. If you’re ready to upgrade, let’s schedule a demo with our expert engineers and start building your migration plan with us.