Why or why do ALL UK broadband providers continue to provide such a poor service?
As you’d imagine I am faced with a heck of a lot of broadband connection problems. Most simply require the restart of the modem/router but when there is a more complex issue it seems that the first line support centres are not skilled enough to deal with issues, especially when that support centre is faced with language and cultural differences by being situated outside the country of residence of the client.
More often than not, the response from a first line support centre to a system that was working perfectly hours before, is to blame the user’s PC and/or configuration. I have lost count on the number of times I’ve been called out by someone because they have received poor support from a broadband provider only to find that the provider is actually at fault.
Of course, if you do finally persuade them that the user’s equipment is fine then their next target is the BT line still maintaining that the problem is nothing to do with them. Even BT, split into different business units, are guilty of this although at least they are more willing to ‘own’ an issue than many of the other broadband providers.
You may now expect me to name and shame those culprits but I’m not. Not through any sense of concern about voicing my opinion but because EVERY major UK Broadband provider is lacking in quality of support. Believe me I see them all and NONE have quality support until you get to the second line engineers.
So if you are having broadband problems, my advice is to push heavily on the provider and do not accept that your equipment is at fault. Also, if you do call out a local engineer for a problem that subsequently is shown to be due to a problem at the provider or the telephone company, get a copy of the receipt and a work report from your local engineer and claim back the cost of that unnecessary call out. I’ve done this successfully with a number of my customers.