A1 Speeds Up Field Processes, Expands Fiber, and Automates Network Management

A1’s results in fixed internet are not the result of short-term actions, but of long-term investment and a strategic shift that has lasted for more than a decade. According to the words of A1 Croatia’s CTO, Vladimir Skender, speaking for ICTbusiness.info at the presentation of the results of nPerf’s analysis of the domestic fixed internet access market, the key turning point happened around 2012 and accelerated more strongly from 2017, when the focus was shifted from the dominant expansion of the cable network to fiber roll-out.

Today, A1 combined covers around 870 thousand households through fiber and high-capacity cable infrastructure. An important role is also played by projects co-financed with European Union funds, through which three additional areas for more than 30 thousand households will be completed in 2026. In parallel, a systematic migration of users from copper and other legacy technologies is being carried out. But infrastructure is only part of the story. As Skender emphasizes, for A1, there is also a strong focus on the customer experience, terminal equipment, and field processes. It is precisely the combination of fiber, the latest-generation Wi-Fi ecosystem, and proactive network management that stands behind the visible shift in measurements and user perception and first place on the nPerf ranking, Skender explains.

What are the key reasons why A1 achieved these results, and how long has it been working on them?

These results did not happen overnight, nor are they the consequence of random measurements. This is multi-year, planned work that began as far back as around 2012 and further accelerated from 2017, when we changed our development strategy – from the dominant expansion of the cable network towards strong expansion of fiber infrastructure. That was the first and key trigger. Today, we have coverage for approximately 870 thousand households, combined through fiber and a high-capacity cable network. The second strong driver was the development of fiber through projects co-financed with European Union funds. In 2026, we are completing three additional areas, totaling more than 30 thousand households, in Šibenik-Knin County, Knin and the surrounding area, Primošten and the surrounding area, and Županja. In parallel, wherever we expand fiber, we actively migrate users from legacy technologies, primarily from copper, but also from our own infrastructure, as well as users who previously used fixed access via the mobile network.

What, besides fiber expansion, additionally influenced measurement results and user perception?

The fiber network is today our largest customer base, and that directly reflects in the results. In addition, we have strongly focused on customer experience and terminal equipment. More than 65 percent of terminals in our fixed network are Wi-Fi devices, and it is precisely at that level that relevant service quality measurements are largely carried out. Through internal projects and processes, we have significantly improved the first impression users have when a technician arrives at the home and the installation itself. More than a hundred of our own technicians participate in field operations, and our goal is to raise the service standard year after year.

How quickly do you perform installations today, and how have you adapted to users’ availability?

According to the latest data from the regulatory agency, the average installation time for new users ranges between five and ten days, regardless of whether it is a cable or a fiber network. We introduced weekend slots and afternoon slots so that users can choose the installation time themselves. Today, around 15 percent of installations take place in the afternoon hours, even up to 20:00 or 21:00, which has significantly improved service perception.

What are your averages in fault resolution, and what is behind that improvement?

The average fault resolution time is one to two days, without escalations, both for fiber and for cable infrastructure. The key element of that improvement is smart analytics and proactive network management. Operational teams and the contact center have precise information on where the problem is, so we can immediately tell users where the outage is and when we expect a solution. This significantly reduced the number of calls to the contact center.

What does proactive network management mean in practice, specifically?

We proactively monitor parameters from terminal equipment, from active network equipment, and from access points. Our goal is to identify and resolve mass outages, those affecting more than 50 users, before users contact us. We made a particularly big step forward on the cable network. In addition, we secured European funds to develop a similar system for fiber infrastructure as well. This is a development project with partners in Croatia, with A1 remaining the owner of the solution, with the possibility of application within the group and potential commercialization.

In which categories did you achieve the best results, and where do you see room for further progress?

In four out of five categories, we achieved the best results. This particularly relates to download performance, latency, web experience, and streaming. In the upload segment, we are not at the very top, but in cloud performance, we are within a five percent difference compared to the competition. The most important thing for us is that users recognize quality, and through further investments in fiber and terminal equipment, we want to maintain these results in the long term.

What is the realistic potential for expanding the fiber network in Croatia?

According to the latest census, Croatia has around 2.4 million households. Of that, around 1.4 million are residential, while around 700 thousand are recorded as business entities, including empty apartments, holiday rentals, and business locations. Based on detailed mapping, we estimated that there is potential to expand fiber to around 1.7 million households, which means there is still a great deal of room for further growth.

How do you view the project that failed, and that was supposed to bring significant EU funds for building fiber?

That project was supposed to cover around 200 to 205 thousand households through co-financing with European funds, but it failed. There was great ambition to use it. According to the information we have, a new analysis of potential in those areas will be carried out. However, it is realistic to expect that commercial potential will now be lower because operators in the meantime already started covering part of those areas with their own investments.

What are the returns on investment in commercial projects and in projects from EU funds?

In commercial roll-out, the return on investment is between ten and twelve years. In projects co-financed with European funds, the return is faster, between six and eight years. Interestingly, precisely in rural areas, we often achieve very high penetration, up to 43 percent, which means almost every second user is on our fiber. That experience strongly influenced decisions on further investments.

How important is Fixed Wireless Access in areas without fiber?

We use Fixed Wireless Access where fiber does not exist or will not arrive in the foreseeable future, for example, on islands such as Vis, Hvar, Korčula, and Brač. The solution has its limitations because capacity is not unlimited, especially in the summer months. We use it in a targeted way and communicate the limitations to users transparently, as long as there is no better alternative.

Within what time horizon do you expect further intensive development of fiber?

Despite macroeconomic challenges such as higher interest rates and more difficult financing of infrastructure projects, in Croatia, I see at least another five to seven years of intensive fiber rollout. Development will take place through commercial projects, new European funds, and potential investments by investment funds seeking stable returns. In the long term, the cable network will not be able to compete with fiber, although over the next ten or so years, it will still be high-quality and reliable.

Are you considering solutions that would reduce the need for work inside apartments?

We are considering that and have already piloted certain solutions. One direction is OTT applications on TVs or simpler set-top box devices that can connect via Wi-Fi. Another direction is Wi-Fi mesh solutions within apartments. However, placing equipment outside the apartment raises the issue of co-owner consent and power supply in common areas, which often slows implementation.

How do you see the development of the mobile network, 5G Advanced, and 6G?

5G has not yet exhausted its full monetization potential and has significant room for further development, especially in high-capacity frequency bands and Fixed Wireless Access. In the next ten years, I do not see 6G as a realistic commercial technology, but primarily as a concept in announcements. Our focus is on maximizing the use of existing and upcoming 5G capabilities.

What is the situation with shutting down the 3G network and the future of 2G?

We shut down 3G on the coast, including Dalmatia and the northern Adriatic, and by summer, we plan to shut it down on the mainland as well. 2G remains active due to a significant number of users who still use older devices or do not want to switch to newer technologies. Many large systems also use 2G for their IoT solutions and other needs, so the mobile network based on 2G technology remains.

How difficult is it to build new base stations, and how do you deal with resistance from local communities?

Building new sites is extremely demanding. Ambitious plans often come down to 30 to 60 new sites per year per operator. The paradox is that from the same areas where resistance to base stations comes, the largest number of complaints about the quality of the mobile signal often also comes. This is a challenge we face daily.

What are the actual speeds users need in practice?

In practice, users’ actual needs are significantly lower than the maximum speeds that are communicated in marketing. For an average home experience, 30 to 50 Mbit/s symmetrical is more than enough for work, browsing, gaming, and watching television. The key factors are stability and low latency, while streaming platforms use adaptive codecs that adjust to available capacity.

How do you stand with green technologies and renewable energy sources?

Around 20 percent of base stations are equipped with solar systems, often in combination with lithium-ion batteries. Through European projects, we installed more than 200 solar systems. These investments are important both for network stability, especially on islands, and for sustainability and access to financing.

What is the impact of automation and Artificial Intelligence on network management and employees?

Automation and advanced analytics already strongly influence operational decisions. In the next few years, I expect that more than 50 percent of processes will be highly automated. That does not mean the disappearance of jobs, but rather a change in the structure of work and the need for reskilling. The goal is higher efficiency, faster responses, and more time for developing new solutions.