Ok, so after 6 weeks of nothing but "please call back for an update when another script reader will continue to waste your time before telling you to call back in 2/24/48hrs or 5 days" I cancelled my Orange account with a view to getting BT broadband... I thought I was going to have to hassle Orange to clear my line, but it went through in the promised 5 days and I duly placed my order for BT total broadband through their website... The earliest activation date was 10 days later so I accepted that (since it's within the maximum they say it will take) and sure enough last friday, my new home-hub and free phone arrived in the post (the hub-phones are out of stock, so BT are sending out free digital cordless phones as a substitute until the hub-phones are in and then they'll send them out at no extra fee). So, when I got home I plugged everything in and waited a while (following the instructions) after 2 hours, no broadband light on my hub... ok, it says in the instructions to try the master socket, which I did, still nothing... it also says to wait till after 8pm to call tech support to make sure there's a problem. So at 8:15, still no broadband light, so I call tech support (yep, unfortunately, in india)... I was greeted by a friendly voice to whom I explained that I'd followed all the instructions, but there was no broadband light on the hub... he placed me on hold for 10 seconds before telling me that broadband had not been activated on my line, but that the provisioning team were closed as it was after 6pm... I told him that that was a bit odd as the instructions said to call after 8, so he went off and spoke to some one who explained that the after 8 call was correct as it may have been a tech issue not a provisioning one... anyways, they gave me the number to call provisions in the morning. All in all, there was a huge difference between the level of support and understanding I got out of the BT tech support and Orange, there was no hint of a script and no mis-understandings or difficulty in communications with the operator, a very refreshing change!
Anyhow, on with the story... I called the BT provisions team on saturday to be told that no order had been placed to activate broadband on my line and that they could place an order now, but it will take 5 days to go through... Naturally a little annoyed (having been without broadband for 2 months to the day!) I asked to speak to a supervisor... No problem, just hold for a moment while one becomes available... So got to the supervisor who was very appologetic and admitted he wasn't sure how it had happened since I'd recieved all of the equipment etc, but that there was nothing to be done except place an order which would be completed within 5 days... he did think that it may have been due to having placed the order on the same day that Orange cleared the line... perhaps the engineering systems hadn't been updated and thus the order had been rejected, although why i didn't get any notification was still a mystery... anyways, without getting angry or even asking for it, the guy made a goodwill gesture by offering me a free months subscription once everything is activated. In general he was very helpful and understanding and apologetic - everything a good CS agent/supervisor ought to be!
So, in summary(!) although BT haven't exactly got off to a good start as I have to wait another 5 days for my broadband to be activated, they do score lots of points for customer service and tech support (so far!)
If anyone here is making the jump to BT, I'd advise calling up the provisioning team (it's a freephone number) a couple of days after you place the order to confirm your activation date! Apparently a call to the ordinary CS won't necessarily show up a problem if there is one as all they see is the original order date and the agreed activation date (from when the order is placed)...
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