{"id":19796,"date":"2021-08-28T00:01:47","date_gmt":"2021-08-27T23:01:47","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=19796"},"modified":"2024-02-23T15:03:56","modified_gmt":"2024-02-23T15:03:56","slug":"the-top-3-dos-and-donts-when-broadband-isp-engineers-visit","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/08\/the-top-3-dos-and-donts-when-broadband-isp-engineers-visit.html","title":{"rendered":"The Top 3 Do’s and Don’ts When Broadband ISP Engineers Visit"},"content":{"rendered":"

Over the years we’ve reported a lot on UK consumer experiences with broadband engineers, both good and bad alike. So just for fun we thought it might be interesting to ask a bunch of engineers from different operators what were the top 3 things they really appreciated, and 3 they don’t, when visiting customers.<\/p>\n

Most people already know that missed appointments, poor or ineffective install \/ repair work and delayed visits tend to be some of the biggest gripes from the consumer side of the fence (some of these issues may improve as a result of Ofcom<\/a>’s new Automatic Compensation<\/a> scheme). But few people ever look from the engineer’s point of view, and we were keen to get a different perspective.<\/p>\n

In response, we spent several weeks last year gathering feedback from different engineers, which hailed from various network operators (we’ve chosen not to name them as our feedback was gathered in confidence with the individuals, rather than the companies) and this ultimately resulted in our top three do’s and don’ts list below (based around the context of an engineer visiting your home).<\/p>\n

Take note that most of the feedback we received for this actually pre-dates the COVID-19<\/strong> protocols, thus this summary should be considered as only relevant to an environment that isn’t being affected by a global pandemic.<\/p>\n

The Top 3 Things Engineers Appreciate<\/strong><\/span><\/h3>\n

1) A friendly greeting and general politeness.<\/strong><\/p>\n

Just because they’re there to do a job doesn’t mean to say you should disengage social norms, although sadly some people do. Often this happens because a prior engineer, who was most likely a completely different person, didn’t resolve the problem and so the second engineer gets the rough end of the stick for something they didn’t have a hand in.<\/p>\n

So try to stay polite, even when complaining, as telecoms networks are complex and some jobs will invariably not be an easy fix. Moaning at the operator’s complaints team is usually far better than venting anger at an engineer directly, although an experienced engineer will be well versed in knowing how to diffuse difficult situations.<\/p>\n

Likewise, most engineers agreed that being offered a drink was a particularly welcome gesture as part of any greeting, which again is a fairly normal social practice when somebody visits your home.<\/p>\n

2) Give a clear fault description and good access.<\/strong><\/p>\n

Sometimes engineers get called out based on a very limited fault description. Suffice to say that the more detail a customer can offer about the fault, as well as where to find the necessary sockets and devices in your home, the better. Engineers may also wish to know where your electricity supply box (consumer unit) is, in case they need to switch one of the circuits off during their work for safety.<\/p>\n

Where possible (elderly people may find this too difficult) it’s also wise to ensure that any location where the engineer may need to work is clear of clutter and furniture. Often people will fail to do this and quite a bit of time thus ends up being wasted as bits and pieces are moved aside, which may impact other customers further down the line through delayed visits.<\/p>\n

3) Customers being home for the agreed date \/ time.
\n<\/strong><\/p>\n

Admittedly, engineers have taken plenty of justifiable flak over the years for missed appointments or only spending a few seconds at the door before leaving to declare a missed appointment (i.e. blaming the customer). The latter situation is particularly annoying if you’re present inside, albeit in the middle of a poo (we’ve all been there!), or have a mobility problem and need longer to reach the door (note: video doorbells come in handy).<\/p>\n

Nevertheless, it’s also true to say that many engineers do turn up when agreed, ring the bell, knock on the door and may even wait around for several minutes. Unfortunately, if the customer is not home then that can create a problem (being present to answer the door is a big help).<\/p>\n

The good news is that some operators are introducing improvements to customer communication, such as via automated text messages that inform you of precisely when an engineer is expected to visit. Hopefully, as such systems mature, then problems like this will eventually become less of an issue.<\/p>\n

The Top 3 Things Engineers Don’t Appreciate<\/strong><\/span><\/h3>\n

1) Customers silently watching over their shoulder.<\/strong><\/p>\n

It’s easy to understand why people may have safety and security concerns when somebody is working on their property, which is why we all instinctively like to keep a close eye on any work being done (trust must be earned). Engineers naturally expect a bit of scrutiny and a few questions, it’s part of their job, but standing silently over their shoulders like a vampire for the whole time won’t make that work go any faster and is more likely to result in mistakes (i.e. stressful and distracting).<\/p>\n

If you can, try to give them a bit of space to work but stay nearby if you wish and try not to question absolutely everything they do unless you want them to be present for a lot longer than needed (i.e. some tasks may be complicated or event dangerous and require lots of concentration).<\/p>\n

2) Customers lecturing engineers about their job.<\/strong><\/p>\n

Being questioned on absolutely everything you do is one thing, but on the flip side so too is having a customer – one who doesn’t understand the work – lecture you, incorrectly, on how they think you should be doing it. The advice given directly above may be relevant here.<\/p>\n

3) Not being offered a drink.<\/strong><\/p>\n

We found a lot of division on this point (we’ve already raised it once before), but it did come up more than most, and so we’ve included it here too. Generally the offer of a drink is considered to be part of polite British culture, although quite a few engineers felt as if it was irrelevant (i.e. their job is to make the customer happy), but equally a good number of others saw it as a negative if they weren’t offered one.<\/p>\n

One last point we should add is that good engineers will usually ask about taking off their boots in your house, particularly if there’s no danger in their work environment, although we have found that some engineers will just walk in without even asking. In this culture, it is polite to enquire about footwear upon entering somebody’s home (few people like having their clean floors stepped on by dirty work boots).<\/p>\n","protected":false},"excerpt":{"rendered":"

Over the years we’ve reported a lot on UK consumer experiences with broadband engineers, both good and bad alike. 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