Broadband with Fair Pricing, Better Service, and Faster Internet: How Gateway Fiber is Changing the Game - ETI
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February 5, 2025

Broadband with Fair Pricing, Better Service, and Faster Internet: How Gateway Fiber is Changing the Game

The following summary has been condensed for length and readability. To listen to the full discussion, click here. This episode is sponsored by ETI Software and VETRO FiberMap.

In this episode of The Broadband Bunch, host Brad Hine sits down with John Meyer, the Chief Marketing Officer of Gateway Fiber, to discuss how the company has evolved from a six-person startup to a major player in the broadband industry. Meyer shares his insights on Gateway Fiber’s customer-first approach, community engagement strategies, and how they are successfully compETIng against industry giants like Charter and Xfinity.

This conversation provides valuable takeaways for broadband providers, marketers, and business leaders looking to improve customer experience, drive growth, and create a strong brand presence in a competitive market.

Gateway Fiber’s Origin Story: A Leap of Faith

John Meyer joined Gateway Fiber four years ago, right at the height of the pandemic, when broadband demand was at an all-time high. As someone with extensive experience in marketing, brand strategy, and go-to-market execution, Meyer was intrigued by the opportunity to help launch and scale a broadband company from the ground up.

At the time, Gateway Fiber had only six employees and was in its early startup phase. However, the company had a clear vision: to bring reliable, high-speed fiber internet to underserved communities while delivering a customer experience unlike anything in the industry. Meyer took a leap of faith, leaving behind a comfortable corporate career to help build something innovative and impactful.

Today, Gateway Fiber has expanded into Missouri, Minnesota, and Massachusetts, providing residents and businesses with fiber internet that is faster, more reliable, and backed by an exceptional customer service model.

CompETIng with Giants: How Gateway Fiber Stands Out

Broadband is an industry dominated by a few major players, making it difficult for new providers to break into the market. However, Gateway Fiber has successfully differentiated itself by focusing on three key pillars:

1. Fair Pricing & Transparency

One of the biggest pain points for broadband customers is hidden fees, confusing pricing structures, and unpredictable rate increases. Gateway Fiber eliminates these frustrations by offering:

  • Transparent pricing with no surprise hikes
  • No contracts or long-term commitments
  • No installation fees or hidden charges
  • No data caps or throttling

This straightforward approach has earned Gateway Fiber a strong reputation in the communities it serves. By removing barriers that typically frustrate consumers, the company makes it easy for customers to trust their ISP—something that is rare in the broadband industry.

2. A Customer-First Business Model

While many ISPs outsource customer service and installations, Gateway Fiber has made a conscious decision to keep everything in-house. This means that:

  • All customer service representatives are Gateway Fiber employees, not third-party contractors.
  • Technicians who install fiber connections are trained directly by the company, ensuring a consistent and high-quality service experience.
  • The entire company is aligned around customer satisfaction, measuring success through Net Promoter Score (NPS), which currently exceeds 70 (significantly higher than most ISPs).

Meyer explains that by keeping full control over the customer experience, Gateway Fiber ensures that every interaction—from sales calls to installation appointments—reflects their values of fairness, friendliness, and reliability.

3. Community-Centered Expansion Strategy

Instead of trying to compete head-to-head in highly saturated urban markets, Gateway Fiber focuses on expanding into communities that are underserved or lacking broadband competition.

Their strategy involves:

  • TargETIng markets where residents have expressed frustration with existing providers
  • Building relationships with local leaders, businesses, and community organizations
  • Supporting local nonprofits, youth sports teams, and sponsorship initiatives

This grassroots approach has been crucial in establishing trust and brand loyalty within the communities they serve.

The Power of Customer Experience in the Broadband Industry

Meyer emphasizes that Gateway Fiber’s customer experience philosophy goes beyond just providing fast internet speeds. Instead, they focus on the entire customer journey, from the moment someone hears about Gateway Fiber to their experience using the service.

One of the biggest differentiators is their approach to customer service and problem resolution. Unlike larger ISPs that make customers wait hours on hold or transfer them between multiple departments, Gateway Fiber ensures that every customer inquiry is handled efficiently and with care.

By making sure that every aspect of the business—from pricing to installation to support—is built around the customer, Gateway Fiber has been able to stand out in a highly competitive market.

Marketing and Growth Strategies: What Works in Today’s Broadband Landscape?

When discussing marketing trends, Meyer shares some interesting insights about what’s working in broadband today:

1. The Return of Direct Sales & Door-to-Door Marketing

In an era dominated by digital marketing, some might assume that door-to-door sales are outdated. However, Meyer notes that in-person engagement has made a huge comeback.

Many broadband customers prefer a personal, consultative sales approach, where they can speak with a representative, ask questions, and get real-time answers about their internet options.

2. Direct Mail is Still Effective

Despite the rise of social media and digital advertising, Meyer explains that direct mail campaigns are still one of the most effective ways to drive broadband awareness and customer acquisition.

Since broadband is an address-based business, sending personalized mailers to targeted households is a reliable and cost-effective marketing strategy.

3. Digital & Social Media Engagement

While traditional marketing methods like direct sales and mailers work well, Meyer also highlights the importance of:

  • A strong online presence through search and paid ads
  • Engaging social media content that educates and informs potential customers
  • Customer testimonials and reviews to build credibility

By leveraging a mix of traditional and digital marketing tactics, Gateway Fiber has been able to reach new customers effectively while reinforcing its brand message.

The Future of Broadband & What’s Next for Gateway Fiber

As the broadband industry continues to evolve, Meyer shares some predictions for the future:

  1. Broadband competition will continue to increase as more providers expand fiber networks.
  2. Customer experience will become the primary differentiator as more companies compete on pricing and speed.
  3. AI and automation will play a larger role in broadband customer service, improving issue resolution and personalization.
  4. Local engagement will become even more important, as communities demand providers that truly care about their needs.

For Gateway Fiber, the focus remains on scaling its operations, expanding into new markets, and continuing to provide the best possible experience for customers.

 

© 2025 Enhanced Telecommunications.

 

About the Author

Brad Hine - Director, Partner/Channel Development

With over 16 years in the telecom software industry, Brad Hine specializes in product management, sales and channel development.  He is currently the Director of Partner Development at ETI Software Solutions, out of Atlanta, GA.  Brad’s demonstrated experience is in BSS/OSS solutions, geospatial strategy for telecoms and combining them to create operational efficiency through real-time, data-driven dashboards.  He has been a frequent conference speaker for the Fiber Broadband Association and Broadband Communities Summit and is a host of The Broadband Bunch, a podcast about broadband and how it impacts our communities. He is an alumnus of the University of Georgia.