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This is how you do customer service as an ISP

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    This is how you do customer service as an ISP

    BT et al take note. Sometimes things go wrong. This is how you should deal with it.

    -

    Internet goes out at home. Rang the ISP, call answered after a couple of rings by a real human being.

    "Hi, our internet appears to have died, is there a problem?"

    "Yes, it's us, someone broke one of our servers. We're fixing it now, give us 5 minutes."

    "OK, thats great, thanks!"

    Hang up. 5 Mins later it's back.

    That's how you do customer service.
    "Being nice costs nothing and sometimes gets you extra bacon" - Pondlife.

    #2
    Originally posted by DaveB View Post
    BT et al take note. Sometimes things go wrong. This is how you should deal with it.

    -

    Internet goes out at home. Rang the ISP, call answered after a couple of rings by a real human being.

    "Hi, our internet appears to have died, is there a problem."

    "Yes, it's us, someone broke one of our servers. We're fixing it now, give us 5 minutes."

    "OK, thats great, thanks!"

    Hang up. 5 Mins later it's back.

    That's how you do customer service.
    Is that by the company who have the fat bloke in their adverts?
    I'm not even an atheist so much as I am an antitheist; I not only maintain that all religions are versions of the same untruth, but I hold that the influence of churches, and the effect of religious belief, is positively harmful. [Christopher Hitchens]

    Comment


      #3
      Originally posted by GlenW View Post
      Is that by the company who have the fat bloke in their adverts?
      Nope.

      Andrews & Arnold. Small independent ISP. Not cheap but worth it for the service and support.
      Last edited by DaveB; 29 April 2015, 14:31.
      "Being nice costs nothing and sometimes gets you extra bacon" - Pondlife.

      Comment


        #4
        Is that the "No Nonsense ISP" from Yorkshire by any chance?

        Strangely, they're owned by BT, but don't have any of the MAFIAA forced "blocks" like BT do.
        Originally posted by Nigel Farage MEP - 2016-06-24 04:00:00
        "I hope this victory brings down this failed project and leads us to a Europe of sovereign nation states, trading together, being friends together, cooperating together, and let's get rid of the flag, the anthem, Brussels, and all that has gone wrong."

        Comment


          #5
          Originally posted by DaveB View Post
          Nope.

          Andrews & Arnold. Small independent ISP. Not cheap but worth it for the service and support.
          Did you use the codeword?
          Best Forum Advisor 2014
          Work in the public sector? You can read my FAQ here
          Click here to get 15% off your first year's IPSE membership

          Comment


            #6
            Fail!

            I'd expect them to notify me if there was a bust server.

            Comment


              #7
              Originally posted by FatLazyContractor View Post
              Fail!

              I'd expect them to notify me if there was a bust server.
              They did. He got the email 5 minutes after that phonecall.

              Comment


                #8
                Originally posted by FatLazyContractor View Post
                Fail!

                I'd expect them to notify me if there was a bust server.
                Originally posted by SpontaneousOrder View Post
                They did. He got the email 5 minutes after that phonecall.
                Normally if the line fails I get a text telling me it's gone down, and another when it comes back up.

                This was a bigger outage and to be fair they fixed it in less time that it would have taken to craft an email and send it.

                They maintain a status page that gives more in depth technical details about whats going on in the network generally, including how they are kicking BT and other providers about service levels etc.

                AAISP incident and status page

                This is the entry for the outage today

                AAISP incident and status page
                "Being nice costs nothing and sometimes gets you extra bacon" - Pondlife.

                Comment


                  #9
                  Originally posted by DaveB View Post
                  They maintain a status page that gives more in depth technical details about whats going on in the network generally, including how they are kicking BT and other providers about service levels etc.
                  I bet that's useful when your internet is down.
                  I'm not even an atheist so much as I am an antitheist; I not only maintain that all religions are versions of the same untruth, but I hold that the influence of churches, and the effect of religious belief, is positively harmful. [Christopher Hitchens]

                  Comment


                    #10
                    Originally posted by DaveB View Post
                    Normally if the line fails I get a text telling me it's gone down, and another when it comes back up.

                    This was a bigger outage and to be fair they fixed it in less time that it would have taken to craft an email and send it.

                    They maintain a status page that gives more in depth technical details about whats going on in the network generally, including how they are kicking BT and other providers about service levels etc.

                    AAISP incident and status page

                    This is the entry for the outage today

                    AAISP incident and status page
                    To be fair, my ISP does nothing of that sort. Yours sounds like a good, honest, local service.

                    Comment

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