This thread about the BT Community forums being extremely interesting.

For years it has also been clear here that on TalkTalk the only way to get anywhere with real problems is through their in-house forum, the support line apparently being dreadful.

BT_Care rep checked PM list at 14:40.

In reply to a post by RobertoS:

At 14:08 a BT_Care rep viewed their list of PMs here.

From the frequency of those viewings 24/7, it is not a person doing the viewings but an automated system. I've seen those viewing happen about every 10 mins throughout the night.

That makes sense.

It will get seen by a BT_Care rep though, unless the automatic process is just to delete them

I've gotta say that since the Coms takeover, I've found their official online ticket support system useless.
e.g. during the DNS problems recently, after a significant delay their only response was a copy & paste "reboot your router, replace microfilter & cables then replace your router" reply.
Bitching about the outage here and bouncing speculation off other affected users and more knowledgeable people than I managed to partly solve the problem and in the end find out what that actual problem was.
Coms official line was that it was an OpenDNS problem when in fact we were notified by a competing ISP's rep that it was an Enta problem.

Indeed, my whinging about the throttle here on this forum eventually prompted PaulComs to PM me and offer to remove the throttle from my account if I have a sensible approach to usage.
Now leaving aside all the other points for discussion that brings up, it was through this forum that a personal solution was found to Coms' unannounced throttling, that in itself being discussed here in absence of any official word from Coms directly.

I think that when the ISP has an absence of any support forums of their own and indeed any meaningful support full stop then users discussing problems, coming up with solutions themselves is sometimes the only way that we can overcome said problems, short of migrating to an ISP that has said in house forums and or better support.
If we can get support from the ISP through here then so much the better.
Plus it gives us a chance to see what life is like on the other side of the fence and a chance to learn about internety things in general.. And a place to vent, which sometimes is all we really want!

Some how this thread has got way of topic. In all my years on here I have never seen another ISP being so open as to post an open letter of complaint to another ISP.

Now that means one of two things
1) the poster is pathetic, has a grudge and is just trying to take advantage of another isps current situation. Unusual ans unlikely as like any business, everyone has their ups and downs and often just count their blessing it isn't them.

2) The Poster is SO fed up with any lack of official response, and like many others is also fed up with trying the official channels and getting nowhere. Whilst perhaps "not the done thing" it sometimes takes something like that to jolt the system a bit.

Unfortunately, it does rather uphold the current public perception of Coms, that they are just ignoring anything that doesn't suit them and aren't worried who they upset.

Paul does read these forums as we all know. He does usually also act on PMs, though the amount of us who have suggested he keeps up good communication on here seems to have fallen on deaf ears.

Paul has taken an effort to sort out my problems, for which I am genuinly grateful, however, I am still; very much considering leaving as I really am not impressed with certain issues and attitudes

Woody

Edited by ukwoody (Sat 12-Apr-14 17:44:14)