Case Study 3

​Independent ISP

One of Canada’s largest independent ISPs engaged TelOptimize to conduct a comprehensive audit of the Inter-exchange and Local Access facilities leased from a major incumbent carrier. These facilities were critical for provisioning internet access services to their clients.

The audit required an in-depth analysis of over 300 circuits, each comprising at least four components, spanning both U.S. and Canadian locations. Upon completion, TelOptimize’s findings revealed significant billing discrepancies:

• The client was billed for services canceled between 3 and 36 months prior. The carrier had failed to process all cancellation orders, continuing to invoice for services no longer required. Fortunately, the client had logged all cancellation requests, enabling TelOptimize to demonstrate the carrier’s negligence.
• The client was charged above tariff rates for multiple Inter-exchange circuits that were not foreborne by the CRTC.
• The client was billed at tariff rates or higher for foreborne services that should have been contracted at customer-specific rates.
• The carrier failed to apply appropriate Volume and Term Discounts to several DS1 Accesses and Inter-exchange circuits.
• The carrier did not cancel the U.S. portion of multiple cross-border circuits, despite their cancellation on the Canadian side.

Upon approval, TelOptimize submitted a claim request for $1.5 million in refunds—which the client received in fulldue to the carrier’s negligence. Additionally, TelOptimize secured monthly savings of $200,000 on the client’s $1 million telecom invoice, achieving a 20% cost reduction.

By leveraging TelOptimize’s expertise, the client successfully eliminated unnecessary expenses, secured substantial refunds, and optimized ongoing telecom costs.