Restoring Connectivity and Ensuring Reliability at Passport Building

29 November 2024, 17:10

At FlatTurtle, we specialize (amongst several other things) in delivering reliable and tailored connectivity solutions for commercial properties. Our recent experience at the Passport Building in Brussels is a testament to how swiftly and effectively we respond to challenges.

The Situation: A Critical Failure

The Passport Building, a modern and vibrant workspace, experienced an unexpected failure when the Proximus Explore line went down due to a faulty power supply unit (PSU). This outage not only disrupted internet connectivity but also caused all payment terminals in the building’s restaurant to stop functioning. To make matters worse, Proximus failed to adhere to their Service Level Agreement (SLA) and did not resolve the issue promptly. After three days of frustration and halted transactions, BNP Paribas, responsible for the property, reached out to us for an urgent fix.

FlatTurtle to the Rescue

Within one hour of receiving BNP’s call, our team was on-site to address the pressing issue of non-functional payment terminals. Here’s how we tackled the situation step-by-step:

1. Immediate Solution: We installed a temporary 4G router solution to restore payment terminal functionality. This brought the restaurant back to operational status, ending three days of misery for tenants and staff alike.
2. Addressing the Root Cause: Recognizing Proximus’s lack of response, we resolved the power supply issue on their equipment ourselves to restore connectivity.
3. Long-Term Fixes:
   • We installed a new fiber connection through Edpnet under FlatTurtle’s management, eliminating intermediaries like BNP. This enables direct communication and streamlined problem resolution.
   • A permanent 4G backup solution was set up for the payment terminals, using Telenet mobile internet as a fallback to ensure uninterrupted transactions in case of future connectivity issues.
4. Infrastructure Upgrade: We provisioned a high-speed 1Gbit fiber connection through Edpnet to serve as the main line for the building’s public WiFi and all shared needs, including sensors, cameras, digital signage, and payment systems.

Delivering Results

FlatTurtle’s rapid response not only resolved the immediate issue but also fortified the building’s connectivity infrastructure against future disruptions. The payment terminals were back online within an hour of our intervention, ensuring minimal downtime and restoring tenant and customer satisfaction. By taking proactive measures such as installing a backup system and directly managing the main fiber connection, we’ve positioned the Passport Building for seamless and reliable connectivity moving forward.

This experience highlights why property managers and owners trust FlatTurtle as their go-to partner for managing and enhancing connectivity in commercial spaces. Whether it’s resolving an emergency or future-proofing a building’s infrastructure, we’re here to keep your operations running smoothly.