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Three UK Scrap Capita Call Centre Outsourcing Deal 2 Years Early

Saturday, November 7th, 2020 (7:12 am) - Score 17,496
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Mobile operator Three UK appears to have confirmed that its £70m business process outsourcing contract with Capita, which was signed in late 2016 as part of a 7-year deal to improve sales and customer support (among other things), has been scrapped 2 years early following allegations of poor performance.

Under the deal around 450 customer service, sales and operational management staff were outsourced to Capita via a new call centre in Glasgow’s Skypark area. But according to The Register, the deal with Capita did not result in many of the expected improvements and instead Three UK’s call waiting times grew, while its first call resolution reduced and sales volumes declined.

Back in August 2020 Ofcom, the broadband and telecoms regulator, reported (here) that Three UK now had the worst call waiting times of any other mobile operator at an average of 2 minutes and 37 seconds. On top of that the regulator found that they also had the highest proportion of customers with a reason to complain (6%) and the lowest overall customer satisfaction (89%).

Clearly something was going wrong and now the operator has decided to scrap their contract with Capita roughly 2 years early, which will bring some of the related roles back in-house (impacting up to around 100 people). The other positions, such as in sales and customer relations teams, will be outsourced to Tech Mahindra instead. Job losses are expected.

A Spokesperson for Three UK said:

“Most of this work will move to Tech Mahindra, who already manage the majority of our contact call centre estate, with a proportion moving directly into Three and will be based at our existing Glasgow office.

We’ll be working with Capita and Tech Mahindra to ensure a smooth transition of activities. Capita will secure redeployment opportunities for advisers wherever possible.”

Despite this the operator denied that the decision had been driven by poor performance and instead said that it was fuelled by a “desire to consolidate our operations with a single provider.” Meanwhile a spokesperson for Capita added that they were “supporting and working closely with other colleagues who will be affected by this difficult decision and will be seeking redeployment opportunities for them wherever possible.”

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50 Responses
  1. Avatar Michael V says:

    I’ve mostly had good experiences with their customer services teams.
    But with them looking for a way to improve its only a good thing. If Capita has failed to meet standards then give the contract to another company.

    1. Avatar Inside source says:

      Wasn’t actually Capita’s failure though from what I understand. Three’s targets were never met when they were in house, they moved the staff to outsource and the targets got harder. The wait time also isn’t Capita’s fault as majority of traffic went to TechM not Capita. Perhaps it’s Capita’s fault for not arguing better with an unreasonable client.

    2. Avatar Ste says:

      The purpose of this is not capita’s fault . Disgustingly three has decided to move their centres to India so they can get 3 advisers for the wage of 1 in the UK and also do not pay them bonus . Basically promoting slave labour

    3. Avatar Craig says:

      I’ve worked for both Three in Sales directly and Capita in Sales. I can tell you that when working with Three directly, conditions were better, pay, staff handset, free unlimited plan, 1 hour lunch etc. When I worked with Capita, you got none of this,this was Three’s decision, not Capita’s. This creates a negative work environment that can only fester over the years.

      On top of this, targets we were given in sales were consistently met, despite being incredibly tough, as a department, at times. I don’t think it’s poor performance that has caused this, as it was the India based customer service team we were all waiting on almost all the time. People often remarked that calling the CS team took forever but as soon as you say you want to buy something, you get through to somebody immediately, so the fault definitely doesn’t lie with Sales there.

      Due to the recent Covid situation, you should expect numbers and sales figures to drop in the past few months. Three is responsible for having enough people in their India based customer service team available to take those calls. Hence the move in my opinion, three of their wages for 1 of ours.

      There were no customer service teams in Glasgow other than the team that deals with escalated complaints.

      I have no bias as I’ve already left a few months ago, there were many hard workers there as well as many lazy assholes, however there were more of the former, especially in management, responsible for the running of the place. Good luck to everyone in their going forward.

  2. Avatar lukas says:

    I was three customer for close to 4 years i total. I definitely have made well more that 100 calls withing that time. Not being a-hole or backing up the article but honestly i can say that as i live 31years (27 when fist start dealling with three) i never ever have experienced worse customer service by any company’s call centres pertners. Waiting time forconnection is indeed very long as sometimes You are waiting 15-20mins to speak with they employee for 2mins. Most of them dont have enought knowledge about work they do- constant mistakes, errors etc. Three in general since 2017 is the worse mobile service provider in UK overall, Im not expecting or even hoping that the new one will do any better, maybe at begining in (so nicely prepared statics) fist year or so they will ,,improve” the score but in general- ehh like everything else in UK. Simply feces wrapped in nice packaging and that what it will be again the case in 5 years- theyll blaim it on brexit or covid etc. etc. Ps. Phone them up amd ask for 5g connectivity- im doing it when im very depressed and i need a big injection of laughing stimulant;)

    1. Avatar Buggerlugz says:

      I share your view completely. Its totally pointless ringing three to discuss any broadband faults or outages.

      In the 10-15 times I rang three I’ve had to wait at least 20-30 minutes every single time, found them hard to understand and totally incapable of resolving any issues.

      I have even had them say my connection is working fine when my router is connected to my mast but completely incapable of providing any bandwidth to the internet whatsoever, so I don’t for one second believe they are even capable of “checking your connection”. One time during a brief national outage they were insistent the entire country was working perfectly.

      They just go off a crib sheet, if you know what you are talking about it completely throws them a curve ball.

      I have not once spoke to a person from Glasgow.

    2. Avatar Craig says:

      Please read my comment above. We don’t have a customer service team based in Glasgow, only escalated complaints. Oh, btw, something the average customer isn’t supposed to know but if you call 02037442317 it’ll take you straight through to the CS team without having to select all those nonsense options.

  3. Avatar André says:

    Crapita provided a poor service?
    I’m shocked. SHOCKED, I tell you!

    1. Avatar Craig says:

      It wasn’t Capita, read my comment above

  4. Avatar gra button says:

    Still waiting for a sim card ordered twice still nothing the company is poor the service is poor and should be taken over to improve service

  5. Avatar JitteryPinger says:

    I’m not seeing any improvements to service here, I’m just seeing that there was problems with a company that they paid more for and now they have moved them jobs overseas.

    Not a company that will see business from me anytime soon for sure.

  6. Avatar John says:

    I think the sad aspect is that the CEO and MDS will continue to take their huge dividends and still have jobs through agents if they need. The Glasgow team have always been hugely efficient, but communication to them from senior managers or responses from their overseas offices have let them down. I have just taken the decision to close my complaint based solely on the personal intervention of one person. Why did I decide to stay – simply because the manager spoke honestly and made reference to failings and the outsourcing. They explained that all information they had been authorised to share had done so, but they were disappointed by the service I received. It is a shame that resignations and salary cuts are not from the boardroom first. The CEO should be the first to go for not holding the contract to account. Instead, the decision is dismiss the lower paid staff and broker the action as a mechanism to improve. Accountability starts at the top!

  7. Avatar Phil whittle says:

    Hi like most people I have a good deal of patience but going through three call centres is like going on A slow boat to China and trying to understand what is being said is totally bonkers and like trying to navigate through the artic waters last time I rang them told them to put me through to a u k center as it’s my right no joy

    1. Avatar Spuple says:

      Lol. Who gave you the right?

    2. Avatar Craig says:

      Having been one, the UK staff will treat an asshole like you just as bad. Try not being an asshole and you’ll probably see an improvement in the service you receive.

  8. Avatar Alex says:

    Three is cheap, you get what you pay for really. Want UK call centres you will need to pay more for EE or O2.

    1. Avatar Polish Economic Migrant says:

      Vodafone is more expensive and their customer service is even worst than Three’s. However you don’t have to contact Vodafone customer service that often as the service/network coverage/mobile internet itself is much better.

    2. Avatar Allan says:

      I hate that saying….I pay for a service…I expect to get what I pay for, a service. If I don’t get a service then I expect to pay nothing…I don’t want to pay for greedy share holders..you might have more money than sense and be happy to pay inflated rates to greedy share holders and thats fine. Just give me the service I pay for.

  9. Avatar Joe blog says:

    Im a three customer too..

    I have nothing good to say as worst company EVER.!
    I have a three phone and a three mobile broadband ..
    I am currently in dispute with both of them in relation to the pure fact of being lied to from the very start as I had had two separate post codes checked by them before taking on their contracts and as it turns out they never could provide the services I contracted for ..
    Having to reset the mobile device 10 to 15 times a day as it would constantly drop out.
    I completely agree with the comments on the call centres foreign lack of english skills and very very poor service and straight out lies.

    I.even stopped payment on the broadband service as I had complained so many times and nothing ever fixed, they actually talked me into paying what they call arrears so that they could restore service and accommodate the necessary fixes..
    Bit it was all just another lie.
    So I stopped payment yet again as one of their so called team leaders actually admitted they could never supply me with a stable signal where I live IE ( the pre checked post codes)
    Then I became harassed on a daily basis by these Indian money hunters that never called to offer fixes only to harass for moneys for a service they could not provide.

    I have had to put the issue to the ombudsman to try to sort it out as I for one I do not want to be with three network due to the constant harrasment and the side stepping of the CEO that I had messaged in relation to my poor service and was told basically it is beneath him to deal with complaints.!
    They are under the guise that because you have signed a contract you are then liable to pay regardless if they are providing the service you would expect!
    Someone needs to hold these people to account!
    These companies are just bullies!
    I could write for much longer on all of the issues I have had to endure during the months and months of lies and let downs.
    Bashing my mental health.
    So so stressful.
    Threats to ruin my credit and add over £400 to my so called bill that seams to keep growing even though the service was shut off by THEM.
    Because they know they can’t fix the issue of poor signal.
    Shameful the lot of them.

    Ive NEVER got to speak to a british person
    Multiple calls that get you absolutely nowhere!
    How they can actually hire people knowing they are a British customer call centre that can barley speak English tells you a lot.!

    I’m betting there never was a (BRITISH) call centre.

    I hope that there are not multiple victims of this company as I fear there are.?

    Justice..!!!!
    These companies need to be held to account.!

  10. Avatar Barry Scott says:

    Firstly why are you people still with Three if it is so bad or too much harder work to move on.
    I tried to get a new sim (best proven coverage for my village) and contract took me 5 days, 10 calls to and from them and still failed. Used their sister company Smarty and 3 days later I’m happy.

  11. Avatar Daniela says:

    I’ve been with three since it first started and I’ve never had a problem, any enquiries I’ve had they’ve gave me the answers and best advice, I found all there staff to be lovely and very helpful, 10 out of 10 from me

  12. Avatar Ali says:

    Three have got the best deals and they have resolved issues.

  13. Avatar paddy says:

    I always found India to be good – they sorted out any problems I had when I was using Three

  14. Avatar Buggerlugz says:

    Yeah, Daniella, Ali and paddy…….hmm, I really believe these last 3 comments……totally legit.

    Seems someone at Three does read this website after all.

    1. Avatar John says:

      UK needs to abolish the modern slavery clauses. We need to find white english speaking modern slaves willing to work for 400 quid a month. Then we can bring back all those jobs to the UK

    2. Avatar paddy says:

      Why are they dodgy? I was a real Three user – I was on the OnePlan and then the £26 unlimited plan as I don’t like contracts so I had 30 days. Just because the few people I spoke to got it right that makes something wrong?

      For the record I HATE overseas call centres and make a habit of not using any companies that are off should but at the time I only had Three as a decent service until I could get Sky broadband which I have now.

      So sorry if you don’t like a positive comment – but as far as I am aware 35 years of being in the Police at no point means I worked for Three!

  15. Avatar Inside source says:

    What no one understand that customer service is based in India. Glasgow call center is for sales and retention… what Three did is pushing all the calls to sales department.. the only reason is to have maximum sales.. but what Three is don’t caring about customer experience… transfer after transfer… long waiting time (as 20 to 30 adviser (average) are in acquisition) … Three are greedy and think only about profit they never care about customers or staff…

    1. Avatar Craig says:

      This is completely accurate. I worked for Three directly, and for Capita. I take it you worked there as well, given how accurate this is, haha.

  16. Avatar Inside says:

    What no one understand that customer service is based in India. Glasgow call center is for sales and retention… what Three did is pushing all the calls to sales department.. the only reason is to have maximum sales.. but what Three is don’t caring about customer experience… transfer after transfer… long waiting time (as 20 to 30 adviser (average) are in acquisition) … Three are greedy and think only about profit they never care about customers or staff…

  17. Avatar Andrew says:

    Three has most worst customer service ever I had, there network are terrible. Sometime it’s too herd to understand what they are saying. Last time I call and waited 45 min , I don’t understand the guys what he saying from India and I have to ask him to transfer me to uk someone speak proper English.

  18. Avatar Bra Codza says:

    Only last Monday l contacted Three Complaints team in Glasgow. They promised to contact me back within 48hrs to resolve my issue. Six days… l’m still waiting. Is it Capita??? I’m cancelling my contract.

  19. Avatar Annon says:

    Former staff here, I worked with Three in house and was Tuped to Capita.

    There is a lot of misinformation in the comments but what bugs me is the amount of I hate Three comments, if you don’t like the service then go elsewhere, you are not bound to stay with any network after your contract.

    There was a lot of hard working staff in the Glasgow office that have put up with a lot nonsense from being Tuped in the first place and then working to higher targets under Capita. I have worked with different companies before Three and can honestly and easily say that Three customers by far have the highest complaints and shocking behaviour towards staff I have ever dealt with. Even now reading through the comments you can read more complaints about your Three experiences, not the fact that 400+ jobs are on the line.

    Three was the best company I have ever worked for, the staff at the Glasgow office worked extremely hard agasint their Tech M competitor and often would get the short end of the stick on what they would be allowed to do for the customer. A majority of your complaints about poor service or long waiting times are actually your experience from Tech M in India (or Ireland when it was routed there).

    1. Avatar Jamie says:

      To be fair, it doesn’t matter which company it was that most people with complaints have spoke to. The fact is that Three have chose these companies to represent them.

      I think it speaks volumes that three wanted an English centre for retentions and sales but didn’t care enough about billing, customer service or cancellations to have staff that their customers could understand. So only when it benefits them.

      400+ people losing their job isn’t the customers fault or problem. Three use Indian call centres because it’s cheap which makes business sense. If the customer isn’t benefitting from that why should they care if people are losing their jobs? Noone here has never spoke to the Scotti

      It took me 2 and a half months to get a refund from Three for a contract they missold me. Every single person I spoke to has lied to me about the status of my refund. Originally, noone would even give me the right number to cancel. As far as I’m concerned they should all lose their jobs. A company that has limited capacity, is massively oversubscribed and has high customer dissatisfaction shouldn’t even be allowed to operate in my opinion.

    2. Avatar Buggerlugz says:

      “I have worked with different companies before Three and can honestly and easily say that Three customers by far have the highest complaints and shocking behaviour towards staff I have ever dealt with. Even now reading through the comments you can read more complaints about your Three experiences, not the fact that 400+ jobs are on the line.”

      It may be hard to stomach working for a company “like three” but the customers have every right to complain if they don’t get the service they pay for. Shocking behaviour towards staff is directly proportional to “the highest complaints”, regardless of whether its right or not.

      I think you’ve got you’re loyalty in the wrong place. Being TUP’d across to Capita should have told you exactly how much Three was bothered about its staff. You don’t thank your company for off loading you onto another company so a short time down the road they can dump it to avoid paying any redundancy. They had this planned all along.

      If Three had got more staff based in the UK answering the phone in Support (as well as sales) and had decided to make the crib sheets “honest” with customers rather than continually lying to them they probably wouldn’t be making this decision now.

  20. Avatar Joe says:

    It is now time to support British workers, cancel your contracts and tell the companies when you leave we will not support outsourcing of staff.

    Hope the future is better for the workers who will be loosing their employment

    1. Avatar Buggerlugz says:

      I don’t think “I want to leave because you are outsourcing your staff.” will allow you to get out of your 24 month contract. Hence why unscrupulous telco’s are now SO keen to put people on ludicrous contracts in the first place, its so much easier for them to provide little to no customer service, shocking provision and no way of contacting them once they’ve nailed you down. Especially when they’re well aware how tooth/use-less OFCOM is.

  21. Avatar Anon says:

    Wouldn’t let me reply to comments from previous post,
    Customers have a right to complain, not said or imposed they cannot, fact is, from my many jobs working with different companies companies, Three’s customer base are the worst for complaints. Personally dealing with calls around customer dropping their £800 phone and want Three to pay for a new one or demanding to cancel their contract altogether because they broke their own phone, 4/5 calls a day for that scenario. Direct feedback for these calls was always negative despite Three not being at fault in any way, satisfaction score is at 0 due to consumer expectations which from my experience (compared to other companies i have worked for) was not easy for Three with this customer base. 20 year complaint experience and still stand that the customer base for Three have been the most insane expectations from the complaints I have dealt with. Again my opinion.

    Poor network? have a discount or offer to pay off the contract and leave, just pay for remaining handset cost. No other network would offer this from my experience.

    Not to detract from genuine complaints, of course with any company out there things go wrong and good customer service is importantly, REGARDLESS of location, the amount of abuse you would get for answering the phone being Scottish was ridiculous, demanding to speak to an English man in this day and age, so much for British unity.

    choose the network that services you better as no network will give you 100% coverage wherever you are, some have blackspots in certain areas and some are better than others in certain areas.

    1. Avatar Jamie says:

      I feel like you like Three too much and it’s shaping your view of the company.

      A majority of customers have issues with the call centres and you say not to paint every Three worker the same as the Glasgow call centre weren’t like that. You then say Three’s customers expectations are too high based on a select few people. People’s expectations are usually based on what they have been sold and how it was advertised. People are quick to say it’s cheap for a reason but that shouldn’t matter if they advertise it a certain way.

      A lot of people have poor coverage and slow speeds. Where is that on their site? Their coverage checker shows good coverage in most places. You can’t really believe that everyone with issues lives in the middle of nowhere so should expect bad coverage? Or that it’s only Threes customers who are so vocal about it.

      The solution to a poor network that is advertised as incredible isn’t for Three to offer a discount or for customers to have to pay hundreds of pounds off for their handset. If they can’t provide something then they shouldn’t offer it. Customers have every right to be annoyed with this.

    2. Avatar Craig says:

      Are you James? You sound like someone I knew while working at Capita. And I agree, there an unreal number of nutters calling us for the most ridiculous of things. You don’t really see how stupid the UK population is until you work in somewhere like this, it’s staggering.

  22. Avatar Buggerlugz says:

    Following the consultation process and TUPE to Capita, the Three contractual Ts&Cs for employees were changed, moving from “pretty generous redundancy” terms to the statutory minimum, Three staff claimed.

    Say no more. Planned it all along.

    1. Avatar JmJohnson says:

      They had the right to refuse the change to their contracts.
      However that usually follows with the consolidation of staff and redundancy on their original contract terms.

    2. Avatar Buggerlugz says:

      “Right to refuse contract changes” means you leave the company nowadays. Its not a right at all, its an ultimatum only used by unscrupulous companies who are so concerned about the bottom line they use it to justify neglecting the people behind the scenes who are actually running the company.

  23. Avatar M says:

    Only way to get a satisfactory resolution out of Three and out of Indian call centre hell is to file an official complaint and then escalate it to the ombudsman when Three inevitably fail to resolve it in the required timescales. Eventually you will get a call from an empowered member of staff in Glasgow who will sort things out. But what a way to run a business…

    1. Avatar TollyBhoy says:

      Unfortunately I have to agree as I am on my 14th day of no signal from Three following a replacement sim card after reporting my phone lost (on Three’s advice despite it simply being inaccessible) yet Three somehow cancel my account in error.
      I appreciate the terms and conditions of Three call centre staff might be poor but I have the distinct impression not only do they not care but that they are trained to lie repeatedly and poorly.
      Whilst without my main phone had to resort to an old phone and VOXI sim while waiting for Three to fix things but it showed me what I’d been missing coverage wise.
      Got my PAC code eventually as I’ve had enough (been with Three since 2005, never missed a payment and pay 4 contracts for family.) Will let the ombudsman sort out the £ 151 early disconnection fee as it’s Three who disconnected me.

  24. Avatar Now ex three customer last couple of weeks says:

    Three used to be good when just 3G. Rejoined just over a year ago because 5G would be in tariff.

    Gave up using phone as only one place was 40mbps on 4G, every other place was 1 to 4mbs.

    In last month of contract, the Three app and the Three my account web site said if I was to cancel today, no outstanding fees due. Fast forward 3 weeks later a bill for £5.89 early disconnection fee. Unfortunately, no rebate for hardly using minutes or data for past year, and it’s more of my time to even try the torture of call Muppets following scripts that are non UK based….

  25. Avatar Craig former employee says:

    I’ve worked for both Three in Sales directly and Capita in Sales. I can tell you that when working with Three directly, conditions were better, pay, staff handset, free unlimited plan, 1 hour lunch etc. When I worked with Capita, you got none of this,this was Three’s decision, not Capita’s. This creates a negative work environment that can only fester over the years.

    On top of this, targets we were given in sales were consistently met, despite being incredibly tough, as a department, at times. I don’t think it’s poor performance that has caused this, as it was the India based customer service team we were all waiting on almost all the time. People often remarked that calling the CS team took forever but as soon as you say you want to buy something, you get through to somebody immediately, so the fault definitely doesn’t lie with Sales there.

    Due to the recent Covid situation, you should expect numbers and sales figures to drop in the past few months. Three is responsible for having enough people in their India based customer service team available to take those calls. Hence the move in my opinion, three of their wages for 1 of ours.

    There were no customer service teams in Glasgow other than the team that deals with escalated complaints.

    The way the lines are set up, almost all traffic gets put through to sales to maximise sales volume, that’s why conversion targets were only 15.5%. So when you call us and we can’t do anything for you, it’s not us that are causing the problem, it’s just we don’t have the authority or systems in place to make the change you need. Especially for the idiots out there thinking if you call the sales team you can get transferred, you just join the same queue as everyone else. All you’re doing is destroying our bonuses with your bullshit. This is a shitty thing for Three to be doing, but it’s not Capita’s fault, so point your finger elsewhere.

    I have no bias as I’ve already left a few months ago, there were many hard workers there as well as many lazy assholes, however there were more of the former, especially in management, responsible for the running of the place. Good luck to everyone in their going forward

  26. Avatar Watchdog says:

    Heard rumors that capita lied and misinformed staff in 2017, people were applying to jobs but being sent to completely different department roles that they applied for, another source says the bonus was lied about and bonus figures falsely advertised on recruitment sites, turns out that 2 people could work side by side at Three and perform exactly the same but one person would get 2K more on bonus , just for being there longer talk about the most unfair and toxic working environment in the world.

  27. Avatar Capita squeeze too tightly says:

    Three is a decent company.. I like their Ethos and deals. I worked in the Glasgow call centre for nearly two years. Capita on the other hand were awful. I feel bad for my former colleagues being made redundant. What I will say is that I have no idea how Tech M will have more of the contract. What I experienced recently when I went overseas and my roaming stopped working was nothing short of a joke. Tech M (even though I understood the system) continued to transfer me around and lie to me. Then I was hung up on several times before one person actually helped me. Although I did not work in Customer service myself or know their targets I could clearly tell that they were penalised for transferring the call (even if they had no idea what they were doing and could not help). I found most customers were nice too but there were always ones that drained the life out of me. My final moment came when I shouted back at the other end “I am a human too.” I’ve been sworn at and yelled at and spoke to in a patronising manner by people that can barely operate a phone. I’ve also received really positive feedback from customers and done my best with integrity and honesty despite the targets. What I learnt from the experience is to have backup savings so that if a job is awful you can say laters. Laters Capita.

  28. Avatar Dave Dyson's maw says:

    I worked at Three, then was moved to Capita after their ‘partnership’. Working directly with Three was infinitely better than with Capita, which is what I expected, given that I’d previously worked for O2, who formed a similar partnership. I thankfully managed to get out of O2 just before Capita really got involved, as was offered redundancy, but a number of former colleagues told me about their practices.

    Capita are a horrible company. Worse hours, perks, IT support, equipment etc, anything to save money. If people really cared they would gang together and stop buying from these companies that outsource their employment and treat their workers so badly, but people don’t care enough. I patched my contracts many years ago, and despite having worked in telecomms support work since 2007, don’t get dragged into the whole industry of paying off a grand phone every year or two, for a device that costs a fraction to make. Giffgaff payg and self built Android’s the way forward.

  29. Avatar Customer says:

    I would guess good and bad workers can be found anywhere, no matter what line above or below the equator they are based.
    But it is a bit sad that Sales advisors are the ones directly affected, since they deal with most of the workflow on the phones on a customer’s initial call.
    It is practically impossible to reach a Customer Services line on the automated service- 99 % of the time you have to either press you want to buy a new contract or upgrade/leave. No Customer Service line whatsoever- So maybe worth to work on that, Three, and help advisors and departments work better together, instead of saying services are moved due to ” poor service” as stated in another article on the topic.
    Actions are lead by example.

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