A u-switch survey has found customers spend £34M pa calling broadband helplines taking up to 3 calls to resolve a problem with only 40% resolved in one call.
It doesn't say how many callers or how many gave up after 1,2 or 3 calls but it does suggest quite long phone calls
I would like to see this survey broken down by ISP and topic
Just to chuck our hat into the ring.
Most problems are resolved after the first call, and if not we call the customer back with the update (or by email if they prefer!)
You are after all the customer!
It's really refreshing to hear abouut companies that care about their customers.
In a very competitive market companies cannot afford to do anything less as people have so much chocie and not fixed to any one company.
Idnet that I moved to last year, after Orange's failure in every way, have a very caring attitiude too.
They want to resolve problems with their friendly English speaking staff and ring them back if it's not rectified there and then.
Reputation helps a company to either grow or lose customers by word of mouth too.
Shame Orange haven't realised this and have to give people free laptops to get them to join.
Which os my gripe - previously on 4MB ADSLMax, now on 2MB LLU and I am going to have to charge for the privelege to move to another ISP since Orange moved me - that sucks
I know Idnet (I'm with them) and I'm sure Be don't charge you to migrate over with a LLU MAC code.
I know BT accept them but not sure if they charge, maybe other people could comment?
I know BT accept them but not sure if they charge, maybe other people could comment?
Andy
Migrate from ADSL to ADSL - No charge as its basically a tranfer of an existing service from one ISP to another. LLU to ADSL I think is a different matter. Would require LLU provider to deactivate/disconnect their exchange equipment. BT would then have to provide and connect a new ADSL connection, hence charge. Could be wrong though.
I know BT accept them but not sure if they charge, maybe other people could comment?
Andy
Migrate from ADSL to ADSL - No charge as its basically a tranfer of an existing service from one ISP to another. LLU to ADSL I think is a different matter. Would require LLU provider to deactivate/disconnect their exchange equipment. BT would then have to provide and connect a new ADSL connection, hence charge. Could be wrong though.
Yes I appreciate that's what the charge is for - it's because I was moved to LLU at Orange's decision and that I am going to have to pay £45 to most non LLU'd ISP's to migrate that makes it seem unreasonable
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