You tell us you're an amazing ISP. You tell us you're great, you command a premium price, you win all these awards. Your support people tell me that there is no script.
I spend several days calling you discussing a fault where a line has a regular issue where PPP - but not sync is being lost. We discuss the scenario, you suggest we try PPPoE, we do. You suggest we change to LLC, we do.
The problem remains.
The phone line is fine, it meets the relevant spec, it passes a copper line test.
The broadband service isn't working though, which you provide. You use your own DSLAMs from Zyxel. You don't use BT Wholesale on this line for the circuit - and you've already told us this (but we already knew).
We'd like you to investigate and find/fix the cause of our PPP loss issue. I'd like you to stop asking me to agree to engineer charges (eg for an SFI2 visit) I neither require nor need to get this fixed, which ultimately doesn't fix the PPP issue, and BT plc t/a Openreach won't be much help, nor will BT plc t/a BT Wholesale since you're using your own DSLAMs you'll need to fix it and investigate at your own expense. That is after all the deal we agreed to - I pay you for a service, you provide it.
It's a simple arrangement.
Therefore is there any chance you can stop me getting pretty annoyed (not ideal, but there are only so many times you can be fobbed off) and insisting I agree to the potential of charges (eg for SFI) when the problem has sod all to do with an SFI-fixable issue.
The Paying Customer that won't agree to potential charges that are irrelevant and doesn't appreciate your refusal to investigate otherwise.
Edited by therioman (Wed 22-Feb-17 20:27:34)