UK Broadband ISP Email Support Quality Rated

UK Broadband ISP Email Support Quality Rated - ISPreview

UK Broadband ISP Email Support Quality Rated
By: Mark Jackson - May 26th, 2009 : Page 3 -of- 5

"O2 didn’t appear to know they were part of OTELO’s ADR [ISP COMPLAINTS] scheme"

7. Namesco
Reply Time: 1Day+ = 6.5 Points
Question Score: 4 Points
Summary: Offered a webform for contacts, though the form fails to clearly confirm whether or not your message has actually been sent (i.e. no “sent” reply after pressing submit). Answered all questions correctly.

8. Zen

Reply Time: 1Day+ = 6.5 Points
Question Score: 4 Points
Summary: Offered direct email contacts and answered all questions correctly. In addition Zen didn’t just answer the questions; they also offered a longer explanation of each to explain the pros and cons. Helpful.

9. PlusNet

Reply Time: Under 24 Hours = 7 Points
Question Score: 3 Points
Summary: Quick reply, offered a webform for contacts and answered 3 of the 4 questions correctly. To the ADR scheme question they replied to say “Our regulators are Ofcom”; Ofcom do not themselves act as an ADR. It also took a reply or two before the ISP would actually answer the questions because we had sent the message to their SALES and ORDER contact. Unfortunately this was the only form (others were members-only) we could find and sales staff should still know the product they’re trying to sell.

10. Be Broadband

Reply Time: Under 24 Hours = 7 Points
Question Score: 3 Points
Summary: Quick reply, offered a webform for contacts and answered 3 of the 4 questions correctly. The support staff didn’t appear to know which ADR scheme they were members of and simply pointed towards Be’s Terms & Conditions, which should not be necessary (Note: they’re a member of CISAS).

11. Orange

Reply Time: Under 24 Hours = 7 Points
Question Score: 3 Points
Summary: Quick reply, offered a webform for contacts and answered 3 out of 4 questions correctly but requested we contact their phone support line to find out the ADR handler (should not be necessary). We responded to ask for an email reply, to which they suggested we either call them or use their Typetalk service for communication (i.e. useful service for the deaf or hard of hearing). Orange did better than we expected given their past history of customer support problems.

12. O2

Reply Time: 1Day+ = 6.5 Points
Question Score: 3 Points
Summary: Offered a webform for contacts and answered 3 out of 4 questions correctly. O2 didn’t appear to know they were part of OTELO’s ADR scheme and claimed they were “not a member of any complaints handlers. We have our own dedicated complaints review service.” Once again, Ofcom requires all ISPs to members of an ADR scheme.

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Mark (ISPreview)

Posted 991 days ago

QUOTE: "Your published scoring system gave 7 points for replying within 24 hours, not points for the order in which replies were received. The top 5 were joint first."

Technically true, though as stated in the article - where ISPs tied with the same score then the one that reached our inbox first should appear higher up. So while we didn't score by hours, we did use that to help adjust the order. Hope that helps.

Dusty Miller

Posted 992 days ago

Having been with IDNet previously I found their email support to be quite decent and fast, but since joining AAISP I've been blown away by how good their communication is. You get a reply *very* quickly and it's got a code in the title so the right person deals with your queries. Not only that but they are PRO-ACTIVE, often emailing to update you with progress and check how things are, and even remembering things you've said so they can anticipate what you need next. ie. once they got my line fixed properly :-)) I got an email confirming if I wanted back on fastpath now cos I'd mentioned it once in an earlier email. Really makes you feel special and like they genuinely care... I so hope they don't get too popular that they suffer for it, yet I wish them the success they deserve...

Jim Howes

Posted 992 days ago

One of the most depressing things about calling the support line of an ISP is that many of the firms treat the customer as a drooling idiot. Very few are willing to talk in technical detail to their customers. While hand-holding of real drooling idiots is commendable, it should not be the default, and certainly should never be the only level at which ISP support staff communicate. Once again, it is the large companies that come out badly in this respect; Virgin, Tiscali, and BT need constant reminders that some of their customers can plug in an ADSL modem without injuring themselves. AAISP have always been frank, honest, and fast to respond to technical queries. Demon used to be, but have got too large to be able to these days, it seems, and as for the 'Big boys', well, your experience is only the beginning of the nightmare that their customers face every day.

Ozymandias

Posted 993 days ago

Your published scoring system gave 7 points for replying within 24 hours, not points for the order in which replies were received. The top 5 were joint first.

It should also be noted that some of the top 5 as well as having excellent email support also have enthusiastic support forums, which usually offer answers within minutes 24/7. Some even offer 0800 telephone support !

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