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CustomersOverview

Customer Management Overview

Learn how Nukta unifies Hotspot users, PPPoE clients, and device bindings into a single, automated customer workspace.

Managing customers in a unified workspace

The Users → Customers workspace is the operational command center of your ISP. In traditional billing systems, network operators are forced to manage hotspot users in one place, PPPoE fiber clients in another, and manual IP bindings in a separate spreadsheet. Lost passwords, disconnected billing records, and untracked customer complaints lead to frustrated users and revenue leakage.

Nukta eliminates this fragmentation by consolidating all customer access types into one cohesive directory while preserving the specific configuration and policies required by each connection method.

Why customer management in Nukta is different

  • Phone-Centric Account Identity: Customers can use their mobile telephone number as their primary account identifier. When an automated payment arrives via your payment gateway, Nukta matches the transaction to the customer record, updates their expiry time, and automatically restores their internet access in seconds.
  • Unified Hotspot, PPPoE, and Device Bindings: Whether a client is a walk-in coffee shop guest, a recurring monthly apartment fiber customer, or a smart TV in a residential lounge, their profile, bandwidth allocations, and payment records live in the same place.
  • Zero-Interruption Wi-Fi Roaming: When a customer purchases a hotspot package on their smartphone or laptop, Nukta remembers their hardware device MAC address. The customer can move freely between your access points without encountering captive portal login prompts as long as their package is active.
  • Organized Account Prefixes: Keep accounts recognizable across multiple apartments, neighborhoods, or regional sites with customizable numbering prefixes (e.g., S101, K204).
  • Connected Billing & Support: Support tickets, payment receipts, device MAC addresses, and live active sessions are linked directly to the customer profile so your support team sees the full operational picture instantly.

Customer connection types

Nukta supports the primary ways people connect to your ISP network:

Connection TypeHow It OperatesPrimary Use CasesKey Credentials & Data
HotspotWalk-in users connect to an open SSID, view your branded captive portal, and log in with simple credentials or purchase packages online.Cafes, public plazas, student hostels, markets, and apartment complexes.Username, password/PIN, phone number, linked device MACs, package speed limit, expiry time.
PPPoEClient premises equipment (CPE) or home Wi-Fi routers establish a dedicated point-to-point tunnel using credentials configured on the router.Fixed residential fiber, building distribution switches, and dedicated business wireless links.Username, password, service profile, assigned router, static/framed IP, billing cycle.
Device BindingsDevices without web browsers bypass the captive portal login screen and receive pre-authorized network access with a reserved IP.Smart TVs, streaming consoles, Apple TVs, CCTV security cameras, and network printers.Device MAC address, reserved static IP, assigned router, package speed limit.

Customer lifecycle states

Understanding account status helps your team troubleshoot connectivity calls quickly:

  • 🟢 Active: The customer has a valid subscription. They receive high-speed internet at the exact download and upload speed configured in their package.
  • 🟡 Expiring Soon: The customer's plan is within its final warning window (e.g., 24 hours or 3 days remaining). Nukta can dispatch automated SMS notifications prompting renewal before interruption.
  • 🔴 Expired: The subscription duration has ended. Hotspot customers see the branded captive portal with renewal prompts; PPPoE sessions are restricted or terminated until a renewal payment is completed.
  • ⏸️ Paused: Service is temporarily suspended at the customer's request (e.g., during vacation or travel) or by administrative action. Their remaining plan duration is frozen until unpaused.
  • 🚫 Blocked / Churned: Access is deliberately prohibited. The account username and linked device MAC addresses are rejected at authentication until an administrator unblocks the profile.

Directory views and filters

The Users → Customers directory provides real-time visibility and responsive controls:

  • Quick KPI Cards: Real-time summary metrics at the top of the page show:
    • Online: Live count of customers currently authenticated on your network.
    • New This Week: Total new accounts created in the last 7 days.
    • Expiring in 7 Days: Accounts requiring upcoming renewal.
    • Total Customers: Full account directory size.
  • Segment Tabs: Toggle between All, Hotspot, and PPPoE tabs to focus on specific service lines.
  • Instant Search: Search across customer name, username, mobile phone number, and unique account identifier.
  • Infinite Incremental Loading: The customer list utilizes smooth incremental loading so your browser remains lightning-fast whether you manage 50 customers or 20,000.

Bulk actions and operational safety

When selecting multiple customers from the list, your team can perform bulk operations:

  • Bulk SMS Messaging: Dispatch broadcast alerts or service announcements to selected customer groups. Always verify your SMS gateway credit balance before launching large campaigns.
  • Outage Compensation: Add extra service hours or days to customers affected by a localized power outage or upstream fiber line cut.
  • Bulk Export: Download customer lists in Excel or CSV format for external analysis or accounting audits.
  • Safe Deletion: Deleting customer accounts removes authentication credentials. Export a snapshot first if historical records need to be archived for compliance.

Next steps in this chapter

Explore each customer management workflow in depth:

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