'The Wi-Fi was the cause, not our competence'

The context

When a client of twenty years' standing migrated its 3CX telephony to VoIP and the complaints started piling up, failing roaming, dropouts, sluggishness, the pressure landed on the integrator. For José Frederico, Managing Director of Callide Technologies, the challenge was clear-cut: to prove that the problem came from the existing Wi-Fi infrastructure, not from his VoIP integration.

The site in question: a 20,000 m² industrial building whose wireless network had been deployed empirically, with no prior coverage study.

We had a Wi-Fi deployment based on assumptions. No professional survey, no sizing. When VoIP was layered on top, the whole thing collapsed.

The turning point: choosing the right partner

José put out a tender for an independent RF site survey. Two providers responded. The first submitted a rough quote and demanded payment in full up front. The second: TWN Consulting.

TWN's professionalism made the difference straight away. The quote was structured, the payment terms were standard, and David Théophile's responsiveness was a decisive factor in our choice.

The survey: technical rigour and a transfer of know-how

David Théophile, an Ekahau ECSE-certified network engineer at TWN Consulting, carried out a full survey of the site. The deliverable: a report of more than 300 pages, with coverage heatmaps and RF measurements, confirming that the inadequate Wi-Fi infrastructure was the root cause of the VoIP faults.

But beyond the report, it was David's human approach that made an impression on José.

David gave me something I hadn't asked for: ongoing coaching on Wi-Fi fundamentals, the parameter trade-offs, the sizing logic. It let me understand the report in depth and improve my own future work.

Constant, accessible communication throughout the assignment reinforced this peer-to-peer collaboration, a far cry from a simple supplier-client relationship.

The impact: a fact-based defence for the integrator

The report played a strategic role beyond the technical diagnosis. It gave José's team a neutral, data-backed defence, shifting the perceived responsibility away from the integrator's competence and towards the structural complexity of the site.

When you put a 300-page report with heatmaps and RF measurements in front of a management team, the nature of the debate changes. It's no longer "your VoIP doesn't work", it's "the Wi-Fi was never sized for this".

What's next: trust established

The relationship doesn't stop at this survey. José has already engaged TWN Consulting for two new projects: a predictive coverage study for a new client building, and the Wi-Fi sizing of a multi-level, steel-framed extension, a particularly demanding RF environment.

The question is no longer whether we call on TWN. It's when.