User comments on ISPs
  >> AAISP


Register (or login) on our website and you will not see this ad.


Pages in this thread: 1 | [2] | 3 | (show all)   Print Thread
Standard User keith969
(member) Sat 13-Feb-16 16:06:58
Print Post

Re: Amazing Customer Service


[re: BatBoy] [link to this post]
 
In reply to a post by BatBoy:
I too have had no problem with OR. It's BT (isp) who are hopeless.


I'd narrow that down to BT customer service. Although last time I called them they claimed they were bringing tech support back to the UK. Whether that makes any difference, we shall see...

BT Infinity 2, 43mbs down 9mbs up
Standard User BatBoy
(sensei) Sat 13-Feb-16 16:14:06
Print Post

Re: Amazing Customer Service


[re: keith969] [link to this post]
 
Fraid not, I'm currently dealing with BT in the UK. Nothing has happened for weeks. The only difference is no made up excuses.
Standard User Pipexer
(eat-sleep-adslguide) Sat 13-Feb-16 17:07:59
Print Post

Re: Amazing Customer Service


[re: stuorguk] [link to this post]
 
In reply to a post by stuorguk:
Sorry, I didn't disbelieve you. I should have made if more obvious I was being sarcastic. I have had far too may run-ins with OR.

I've had a couple of experiences with OpenReach and usually positive...

ZeN Fibre Unlimited 2


Register (or login) on our website and you will not see this ad.

Standard User knicol46
(learned) Sat 13-Feb-16 22:14:45
Print Post

Re: Amazing Customer Service


[re: stuorguk] [link to this post]
 
My own experience with openreach was a chocolate teapot would prove more useful..

new line connection required - teklegraph pole already in garden, neighbours connected fine.
Openreach turn up about a week later - you need a new line, weeks later..
2nd Openreach visit - yip you need a new line
3rd Openreach visit - claim I need a pole inspector
4th Openreach visit - pole inspector claims, you need a new line mate
5th Openreach visit - claimed you need a new line mate

By now about 7 weeks after first ordering I have steam coming up my ears and completely stuck without a phone and broadband connection. I new that if they sent a 6th Openreach they would state the obvious but not actually do any work.

I tried contacting one of BT Openreach senior directors on Saturday evening and explained the complete shambles and treatment received so far. On the Sunday the director phoned myself up to gather some more info and apologised for the service. He assured myself the work will be competed next morning. Next day 8am, 2 Openreach engineers turned up and installed a new line, broadband and line working later that same day. Even my phone provider where still unaware the line/broadband had been installed as they phone myself on the Tuesday to rebook another Openreach appointment to install a line but were pleased I solved their problem.

The sooner Openreach are split from BT the better for all.
Standard User MCM
(fountain of knowledge) Sun 14-Feb-16 01:59:58
Print Post

Re: Amazing Customer Service


[re: knicol46] [link to this post]
 
The sooner Openreach are split from BT the better for all.
Nothing in your post suggests that this would change anything. All you mentioned were problems with Openreach. How would things have been different if Openreach had been separate from BT?

Edit. In no way am I saying that there aren't significant problems with OR ,especially so when it comes to accountability to their end users, that need to be addressed but that splitting OR from BT isn't I feel the solution but instead better responsible management.

I can fully understand your frustration with what happened.

Edited by MCM (Sun 14-Feb-16 13:36:39)

Standard User Ignitionnet
(knowledge is power) Sun 14-Feb-16 14:27:16
Print Post

Re: Amazing Customer Service


[re: knicol46] [link to this post]
 
Not a great experience. Can't say I've had any issues with Openreach.

ISPs on the other hand...

Standard User jelv
(knowledge is power) Mon 15-Feb-16 08:34:49
Print Post

Re: Amazing Customer Service


[re: knicol46] [link to this post]
 
Nothing will change until OR are forced to pay the end users compensation for missed or useless visits.

Whether that was as part of BT or not would make no difference.

jelv

Plusnet user since November 2001
Telephone rental: Pulse8
Standard User MCM
(fountain of knowledge) Mon 15-Feb-16 12:48:32
Print Post

Re: Amazing Customer Service


[re: jelv] [link to this post]
 
Agree 100% with both your points.
Administrator MrSaffron
(staff) Mon 15-Feb-16 19:30:22
Print Post

Re: Amazing Customer Service


[re: jelv] [link to this post]
 
There are compensation terms for various things but paid out via the wholesale/retail provider chain, the amounts may not always be large either.

If OR is to pay direct to end users on faults/missed/useless visits then they need a direct billing/contractual relationship ideally with the end-user.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User derekdel
(member) Tue 16-Feb-16 18:47:43
Print Post

Re: Amazing Customer Service


[re: MrSaffron] [link to this post]
 
I managed to claim £90 for 2 missed visits by OR last year. Both on the same day.

The used to have a web page explaining the refund but pulled it last year!

Fibre Line 1 BQM
ZeN Line 2 BQM
BT Backhaul sucks
Pages in this thread: 1 | [2] | 3 | (show all)   Print Thread

Jump to