Skip to content
Menu
BACKGROUND
A leading U.S. telecommunications provider serving tens of millions of customers identified growing risk within its multi-dwelling residential portfolio. Approximately 600 properties still relied on MAC address-based authentication, a legacy model increasingly incompatible with modern device privacy standards.
As device manufacturers introduced MAC randomization, the provider faced the risk of connectivity failures, rising support demand, and declining customer satisfaction across hundreds of residential communities.
THE CHALLENGE

Complex environments with zero tolerance for failure

Modernizing authentication across the provider’s residential portfolio required coordinated execution across hundreds of highly customized environments without disrupting service for thousands of residents.

Key obstacles included:

  • 600 uniquely configured properties requiring tailored migration
  • Aging infrastructure unable to support modern authentication
  • Always-on residential networks with zero tolerance for downtime
  • Limited internal capacity to address complex sites
  • A fixed timeline driven by external device privacy changes
THE SOLUTION

Disciplined execution for maintained control and safeguarded CX

TSG partnered with the client to deliver a structured migration program designed for both speed and reliability. Rather than applying a uniform rollout, the program accommodated site level variability while maintaining portfolio wide consistency and control.

 

Rapid mobilization of a specialized delivery team 

TSG assembled and scaled a dedicated deployment team capable of operating across multiple markets simultaneously. Team members were trained on the client’s methods of procedure using lab environments to ensure precise and repeatable execution before field deployment.

This approach allowed internal teams to remain focused on core operations while the migration progressed.

Infrastructure modernization across complex residential sites

Across approximately 600 properties, TSG upgraded critical network components including wireless access points, switching and routing equipment, firewalls, and supporting systems. Aging hardware was replaced with enterprise grade infrastructure capable of supporting modern authentication standards and rising resident demand.

Implementation of public and private key authentication

TSG deployed Public and Private Key authentication across the portfolio, replacing shared credential models with a scalable per unit identity framework. This significantly strengthened security while aligning the network with current device behavior and future requirements.

Virtual network reconfiguration 

Each site’s virtual topology was redesigned to support segmentation, traffic management, and secure connectivity at scale. Because configurations varied widely, this required detailed assessment and tailored implementation at each location.

Parallel migration to protect service continuity

To prevent disruption, TSG implemented a parallel network strategy at each property:

  • Upgrade infrastructure and prepare the new environment
  • Deploy a fully functional parallel network with new SSIDs and VLANs
  • Operate legacy and modern environments simultaneously for a stabilization period
  • Decommission legacy systems only after performance validation

This phased approach ensured uninterrupted connectivity throughout the transition.

a residential community
OUTCOMES ACHIEVED

Operational impact

The program delivered measurable improvements across security, operations, and customer experience while meeting a strict deadline.

Strategic impact

Advancing modernization while preserving reliability and trust

By executing a complex modernization program without compromising service, the organization strengthened its residential platform for sustained growth while protecting near term performance.

The initiative enabled the client to:

  • Protect customer experience across a critical segment
  • Reduce operational and revenue risk
  • Establish a modern, scalable authentication foundation
  • Support continued expansion of residential services

Ready to learn more? Contact us today.