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SOS Broadband's Breakdown Service

Posted: 05th Sep, 2007 By: MarkJ
The London based SOS Broadband has launched a broadband breakdown service, which aims to help Internet users stay connected when problems surface:

Founder Naresh Sharma believes SOS Broadband is the first broadband emergency recovery operation in the UK, catering for an unfulfilled market need. He says: “Internet access is now the 'fourth utility'. For regular users who rely on their connection, loss of broadband can be stressful, isolating and disempowering. It can also quickly lead to loss of productivity and earnings, especially for the growing army of home workers and freelancers who cannot do their jobs without fully functional access at all times.”

Mr Sharma adds: “Research clearly shows that internet outage for even a day can significantly impair our established routine and cause symptoms of deprivation! According to a recent survey by uSwitch.com*, 39% of UK broadband users called technical support in the past 12 months. In the UK alone, people spend £34 million calling technical helplines only to face long, expensive and frustrating delays. If the fault lies on the BT line or exchange, it can commonly take 10 days to trace, while the customer agonisingly keeps calling premium rate lines.

"With SOS Broadband, we are catering for residential users, SOHO professionals and small businesses that do not have round the clock IT resources to manage their unwanted internet downtime. Unlike impersonal ISP helplines, we reconnect our customers to the internet first and ask questions later.

With long-suffering call centre customers in mind, Mr Sharma explains the advantages of SOS Broadband’s customer-focused assistance: “Instead of listening to a range of piped music and electronically delivered options while trying to get through to a ‘human’ operative, SOS Broadband customers enjoy 24/7 technical support on our freephone number. Our technicians help our customers without subjecting them to waiting times."

The service itself costs £6.99 per month and appears to comprise of more than a dedicated IT support call centre, which is already offered by BT and a handful of others.

As well as providing recovery services, SOS Broadband keeps its customers connected by lending them high speed equipment to take on holidays and business trips at a cost of £4.99/day, which seems quite expensive.

According to their website mobile wireless Internet access rental is a whopping £9.99 +vat per day, which is more expensive than most Mobile Broadband services.
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