Reasonable Tech Support?

I�m considering changing my ISP. It�s one of the Premier-League providers. I take it for granted that only the BT, AOL, etc can offer 24/7 support but I�m concerned by what I�ve got at the moment. My Tech Support is office hours only, which can be difficult if you run into trouble as I did over the double Bank Holiday period. There is no emergency number. My problem didn�t necessitate using an emergency contact this time but it�s good to know somebody is out there. There is also email support. Again, this is office hours only. I expected a response to several messages during the three working days between Bank Holidays but nobody got back to me. I tried to phone Tech Support during time. The recorded message did not say the office was closed but there was no answer. Does this sound reasonable to you? Thanks, Chrissie

Unless you want business class support to which you would pay an appropriate premium what do you expect. It was a public holiday they are entitled to be off as well as you.

There are quite a few ISP's of various sizes which operate 24/7 tech support.

As for the tech support not saying it was closed was most likely down to someone not configuring the IVR correctly with the public holidays.

I did mention three working days in between the two Bank Holidays. Chrissie

In reply to a post by Anonymous:

I�m considering changing my ISP. It�s one of the Premier-League providers.

Which "premier-league" ISP are you with at the moment ?

Wagstaff

I'd rather not say. Support seems less than I had with another similar-priced provider but I would want to do the ISP down without reason. Perhaps I expect too much. Chrissie.

Try Goscomb another so-called "niche isp". I remember once there was a problem with my Goscomb ip-stream connection (they're an Entanet L2TP ISP) at 10pm on Sunday and i called up support not expecting anyone to answer the phone. But Mr Goscomb answered the phone himself....think he was having dinner in a west end London restaurant! LOL Anyway he didn't mind being distracted and called me back within 20 mins telling me their was a BT fibre break near Edinburgh and that BT's engineers were working on it. Now that's what i call service I keep having wet dreams that TalkTalk will one day provide the same phone support as Goscomb

Edited by deleted (Tue 03-May-11 11:20:29)

In reply to a post by Anonymous:

I'd rather not say. Support seems less than I had with another similar-priced provider but I would want to do the ISP down without reason.

That's fair enough, but it makes it very difficult for the ISP in question to pick up your post and find out what that reason was...

Hello Bill, The ISP in question has been notified privately that I'm not very happy. Chrissie.

In reply to a post by Anonymous:

Perhaps I expect too much.

I don't think out of office hours support is too much to ask from any ISP (premier-league or otherwise !!). Presumably they're providing you with a 24/7 internet connection, so the support should cover this.

As far as naming your ISP, you are quite anonymous on this forum (although you've chosen to use the name Chrissie), so it is unlikely that your ISP would identify you as the originator of this thread.

Wagstaff

OK, that's perfectly reasonable.