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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