Reseller FAQs

What are the benefits of purchasing through a Reseller?

Location is at the heart of bigblu’s broadband services. We believe the more local our Resellers are the better their knowledge and connection with the customer. The more local you are the more you will understand the internet frustrations that have led them to consider alternative broadband options. You will understand their needs and can provide a quick and friendly installation as well as being on hand to set up ancillary communication services (routers, Wi-Fi, VOD) as and when required. The personal and local touch goes such a long way in business.

How do I know bigblu won’t take my customers?
We don’t compete directly on price with our Resellers who, depending on which tier they choose, either resell at our suggested selling prices, or develop their own to reflect other services and value adds they may bundle for the customer. We also actively promote our Resellers on our website.

We want to build a long and enduring business relationship with our Resellers and partners to ensure that our services reach as many of the digitally disadvantaged as possible, and that they have the best possible local service.

How do I make money with bigblu?
There are a number of margin generating opportunities:

  • Margin on hardware or set-up;
  • Margin on installation services;
  • Margin on monthly airtime for the duration of the customer’s use;
  • Margin on ancillary products and services (eg. Routers & warranties);
  • Margin on products & services the Reseller “bundles” at the same time or subsequently as a result of having enabled the customer with high-speed broadband.

Which program should I choose?
We have 3 programmes:

Tier 1 Agent: suitable for smaller partners who will do ad hoc sales within their existing catchment. They receive a one-off payment for selling the product including setting up payment. Bigblu manages installation and billing as well as ongoing technical and customer support.

Tier 2 Dealer: for partners who expect to sell 10+ systems per month. They carry out the sales and installation process, having purchased kit from bigblu wholesale. Billing and 1st line customer support is provided by bigblu and as a Tier 2 Reseller you receive ongoing monthly commissions based on each customer’s tariff payments.

Tier 3 Reseller: for partners who expect to sell 30+ systems per month. They carry out the sales and installation process, having purchased kit from bigblu wholesale. They also carry out billing and 1st line customer support. 2nd line technical support is provided by bigblu and the reseller receives ongoing monthly margins based on the difference between the wholesale cost of airtime charged by bigblu to the Reseller and the price the Reseller charges their customer.

Becoming a Tier 3 reseller requires a certain scale of business and the presence of internal resource (such as billing, customer and technical teams etc) and so is only suitable for those businesses that can deliver on the bigblu service level benchmark and maintain sales volume commitments.

Do I have to make a heavy up-front investment?
No. In all cases you need to invest time to understand the product and how to sell and install it and for this we provide material and hands on training. For Tiers 2 and 3, installation training (carried out at our offices in Bicester, UK) is required.

Additionally, for Tier 3s we would require at least one named account manager for our products who must attend customer support, billing and technical training (1 day) at our Bicester (UK) offices.

Please note that for Tier 3 Resellers a deposit is required to be paid, which is refunded once a clear track record has been demonstrated in terms of prompt payments and connection levels.

How do I get myself and my team trained?
By attending the relevant training at Bicester and reading the support material available via your Reseller portal. If you’re able to commit to certain business levels we can arrange to train your people at your own location.

Who provides end customer support?
This depends on your reseller program. Bigblu offers 24/7/365 support to its end user customers. With our Resellers:

  • Tier 1 Agents: All support is provided by bigblu
  • Tier 2 Dealers: All support is provided by bigblu
  • Tier 3 Resellers: The reseller provides all customer facing contact and including pre-sale and post-sale support

I know nothing about satellite broadband, are the products complex and technical?
The latest generation satellite products have evolved into consumer friendly, simple to install and manage solutions. We can offer you whatever training and support you may need to quickly get up to speed on the product, its installation and ongoing support. Just discuss your experience with us and we’ll help you fill in the gaps.

What support do I receive as a partner?
There is a wide range of marketing and support materials available via your Reseller portal access when you sign up as a bigblu reseller. In addition, you will be allocated an account manager and contacts in the relevant teams at bigblu HQ for specific issues such as billing or technical queries.

We provide a dynamic real-time Reseller portal that enables you to place, change and provision orders 24/7, as well as access customer support information, and your own invoices/statements.

There are periodic and seasonal incentives run for Resellers as well as quality marketing collateral which you can adapt for local targeting purposes.