The Phone Co-op

Summary: Declining service
January 10th, 2017 (Last Edited: February 22nd, 2017)
Impressions of the company are declining levels of ability and customer service.

Whilst they're a reseller of TalkTalk business, I signed into this company on the recommendation of a colleague in the industry on the basis of sound technical and managerial ability - which was demonstrated well for a while.

More recently it's clear that customer "support" are utterly clueless and even the techs are being forced to work through checklists _and not deviate_ from them, even when the areas they insist be tested have already been eliminated as a problem - and every iteration of a problem is being restarted from scratch.

Here's a clue: If you start being as useless as Talktalk's helpdesk, then there's no advantage in using the company. A declining DSL speed and intermittent line noise during wet weather is not going to be fixed by repeatedly rebooting my router (In fact, thanks to DLM it will make the problem WORSE)


Edit:

Feb 22 2017 - I'm going to mark the Phone Coop down even further, having had my broadband down for 5 days and counting - with a hard PPPoE failure (no response to PPPoE discovery packets) following on from weeks of PPPoE dropouts.

The problem is (of course) inside TalkTalk's network (TalkTalk have apparently blamed spanning tree problems inside their networks).

To cap it off, PPPoE authentication and handling is contracted out by TalkTalk to a 3rd party which the Phone.coop is unable to talk to, resulting in multiple layers of obfuscation to get through when things break in this way.


The Phone.Coop are completely unable to make any headway with getting this fixed.

THERE IS NO POINT IN BEING WITH AN ISP WHICH CANNOT MANAGE ITS SUPPLIERS.




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