Subsequent to Open Reach last Saturday concluding that I have a
semi shorted intermittent cable fault, I am receiving text messages from
BT India asking if my fault has gone away. There is of course, no way to
contact them easily. So I went through the 151 routine again and
explained to them what the problem was. It was a total waste of time, as
the droid had no idea what it was doing, or what had been done and
insisted on sending along yet another OR guy this afternoon who
confirmed the findings of the last one. When I was foolish enough to ask
when the road would be dug up, I was told by OR that that was down to BT
who are the service provider. The engineers concerned confirmed my
suspicions in that India is totally out of touch with on the ground
problems and OR are sent on wild goose chases because of the incompetent
BT fault management system. It would seem that there is no way to get an
answer as to when the service will be provided from BT. Just to add to
the fun, BT India send me text messages and voice mail over the faulty
line! Customer service is not their forte! They are definitely afraid of
email and this also seems to apply to Plusnet.
Indeed they are. But they operate semi-autonomously, and you can speak
to someone with a Yorkshire accent in Sheffield rather than an Indian
accent in Bangalore!
*And* you can get them to reply in writing if you raise a ticket -
although they do their best to hide that option on their website.
If you really need a help line that often, find a more reliable service
BTW, the very best customer service I ever had came from a guy with IIRC a
Dutch accent. I'd rather have someone who can help *me* regardless of
*Reality is a crutch for people who can't handle drugs.
Dave Plowman email@example.com London SW
I'm on Sky, the only time I have spoken to CS about the broadband was
when they called me to check it was OK after they had done an upgrade.
If I had to report faults more than once every couple of years I would
be thinking about switching.
As an aside Skys IPv6 appears to be working fine but they don't have an
IPv6 DNS service ATM so you need to use an external one like openDNS.
I get a line fault every couple of years, but that is with the copper.
Perhaps not helped by the fact that the incomer goes through a
neighbour's tree after leaving the pole. It was worse before FFTC,
because the tunnel from the exchange to this side of town used to flood
Not really the fault of the ISP. Oh, and another +1 for Plusnet, for
excellent service and responsiveness.
The Eye refers to Rupert Murdoch as the Dirty Digger, hence Mr Plowman's
aversion to anything to do with $ky (with which I happen to agree).
You might have fun googling PE's Dave Spart and see if you can spot the
difference between him and Plowman.
(='.'=) systemd: the Linux version of Windows 10
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