The first is simple: If it takes 10 days to issue a LLU MAC, and a customer has already been without a service for 20 days or more, how does that compare to a "cease"? Or, put it another way, is asking for a LLU MAC just adding more work and delay in leaving your BT line open for another supplier to provide a service?
The second group of questions, relate to Orange's relationship with Alcatel who AFAIK provide the LLU service.
If a customer reports a problem and it gets passed by Orange to Alcatel, does anybody check that Alcatel are taking steps to address the fault within a reasonable amount of time?
What is to prevent Alcatel from stalling, playing for time, saying that the LLU equipment and the line is OK, "the line test is OK" so the "problem must lie with the customer equipment or config".
Who in Orange is walking into the exchange and actually checking that Alcatel are not pulling a fast one? Or should that be slow one?....
Presumably there is some sort of Service Level Agreement in the contract between Orange and Alcatel. Is it watertight enough to prevent this sort of abuse?
What happens if the customer quits while the fault is still open in that state? Alcatel can say it was a customer problem (look! the call record says so!) and Orange can't touch Alcatel for compensation (assuming there is some to be had)..... Hmmmmmm
What about the customer caught in this sort of position?
To be honest you're only really going to get that sort of info from the higher ups in Orange. Even if they did decide to answer that there may be some form of confidentiality agreement preventing the open discussion of those details.
I presume Orange will have all sorts of safeguards and SLA terms, you can be sure a contract of that scale would of had lawyers and experts all over it long before it was signed.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
