Most of the staff I spoke to were UK-based.
For me it's all about their internal processes and general lack of care when things go wrong. It felt as if nobody has an ownership of issues.
Well I know there are loads of notes flagged on our BT account due to when ever an agent deals with us they are all reading the notes.
Now maybe those notes and flags are pointing to the fact I have got my local MP involved and also the CEO and Chairman involved they then make more effort in the issue.
I might be wrong, but every time I have had an issue and I have phoned them it was dealt with there and then if it was possible, if not it was over the next day or two.
Like the issue at our splitter node was dealt with in just a day, i.e. the engineers was sent out the next day.
It also depends on the actual member of staff, some seem to really hate their job, this could be down to all of us all moaning at them, some raising their voices at them, I TBH have always spoken to them in a calm manor.
Granted not everything in the past has been resolved and yes I have been fobbed off a few times, but an email sent to the right person normally resolves the issue when its been possible.
As for the overseas people I have always kindly asked to speak to a UK based staff member and also spoke technical to them to a point they pass me onto somebody else.
- Infinity 4 - 310Mbps (down), 31Mbps (up)