What is a 

Hybrid Fibre-Coaxial.

?

How it Works

HFC is a mix of fibre optic and coaxial cable:

• Fibre runs from the exchange or node to your neighbourhood
• Coaxial cable (the same type used for cable TV) connects your home to that fibre network

So, it's not full fibre to the premises (FTTP), but it’s faster and more stable than older technologies like ADSL or DSL.

Why It Can Be Problematic in Contact Centre Environments

HFC has shared bandwidth, you and your neighbours are essentially tapping into the same local loop. That means during peak times (evenings, school holidays, weekends), performance can dip because:

• Upload speeds are limited (not ideal for VoIP, which needs solid upstream)
• Latency can spike, especially if the network is congested
• Jitter and packet loss become more likely under load

All of this can affect WebRTC calls used in platforms like Amazon Connect.

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