Escalation Proceedure

When a fault develops on an ADSL service (like the ADSL drops every evening
from 9pm till 1am) and the resolution to fix the issue by the ISP is no more
than alerting BT to the problem, which continues for weeks on end and now
stretching into months, is there some escalation procedure that an end user
can take?

I email the ISP every day to complain, ring every couple of days or so to be
constantly told that the problem is out with BT. The ISP refuses to suspend
monthly payments or provide compensation on the ground that they do not
guarantee a !00% service, fair enough, but surely I am entitled to something
better?

David Bradley

"David Bradley" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> When a fault develops on an ADSL service (like the ADSL drops every
evening
> from 9pm till 1am) and the resolution to fix the issue by the ISP is
no more
> than alerting BT to the problem, which continues for weeks on end and
now
> stretching into months, is there some escalation procedure that an end
user
> can take?
>
> I email the ISP every day to complain, ring every couple of days or so
to be
> constantly told that the problem is out with BT. The ISP refuses to
suspend
> monthly payments or provide compensation on the ground that they do
not
> guarantee a !00% service, fair enough, but surely I am entitled to
something
> better?
>
> David Bradley
>
Find a new ISP.
Regards Mike.

On Wed, 18 May 2005 08:46:00 +0100, "Mike GW8IJT" <(E-Mail Removed)> wrote:

>"David Bradley" <(E-Mail Removed)> wrote in message
>news:(E-Mail Removed).. .
>> When a fault develops on an ADSL service (like the ADSL drops every
>evening
>> from 9pm till 1am) and the resolution to fix the issue by the ISP is
>no more
>> than alerting BT to the problem, which continues for weeks on end and
>now
>> stretching into months, is there some escalation procedure that an end
>user
>> can take?
>>
>> I email the ISP every day to complain, ring every couple of days or so
>to be
>> constantly told that the problem is out with BT. The ISP refuses to
>suspend
>> monthly payments or provide compensation on the ground that they do
>not
>> guarantee a !00% service, fair enough, but surely I am entitled to
>something
>> better?
>>
>> David Bradley
>>
>Find a new ISP.
>Regards Mike.

And excactly how will that help when the fault is at the exchange; what would
change to makde it magically better?

David Bradley

David Bradley wrote:

>>Find a new ISP.
>>Regards Mike.
>
>
> And excactly how will that help when the fault is at the exchange; what would
> change to makde it magically better?

Using a different ISP, perhaps one with better monitoring or lines or a
better technical relationship with BT might help. You have been told
the problem is at the exchange - can you trust your ISP?

what a helpful and concise answer eh michael, just what one would expect.
"Mike GW8IJT" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> "David Bradley" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>> When a fault develops on an ADSL service (like the ADSL drops every
> evening
>> from 9pm till 1am) and the resolution to fix the issue by the ISP is
> no more
>> than alerting BT to the problem, which continues for weeks on end and
> now
>> stretching into months, is there some escalation procedure that an end
> user
>> can take?
>>
>> I email the ISP every day to complain, ring every couple of days or so
> to be
>> constantly told that the problem is out with BT. The ISP refuses to
> suspend
>> monthly payments or provide compensation on the ground that they do
> not
>> guarantee a !00% service, fair enough, but surely I am entitled to
> something
>> better?
>>
>> David Bradley
>>
> Find a new ISP.
> Regards Mike.
>

David Bradley wrote:
> When a fault develops on an ADSL service (like the ADSL drops every evening
> from 9pm till 1am) and the resolution to fix the issue by the ISP is no more
> than alerting BT to the problem, which continues for weeks on end and now
> stretching into months, is there some escalation procedure that an end user
> can take?
>
> I email the ISP every day to complain, ring every couple of days or so to be
> constantly told that the problem is out with BT. The ISP refuses to suspend
> monthly payments or provide compensation on the ground that they do not
> guarantee a !00% service, fair enough, but surely I am entitled to something
> better?

Phone and ask to speak with a supervisor, manager, director etc etc. If
they aren't prepared to escalate the problem higher internally then I'd
have a look for another ISP with a better record of customer service.

If it's been going on for as long as you say then I'd have already got
any other ISP, regardless, and would have already stopped paying the
current one.

I expect to pay, but I expect a reasonable service for that payment.

--
The Caretaker .........

If you want me to read an email, post to the newsgroup saying you've
sent one. I rarely check this mailbox.

Stefan Kaniuk wrote:

> what a helpful and concise answer eh michael, just what one would expect.

But which is, nevertheless, way more of an answer than you give ......
which is just what one would expect from a fuckwit.

--
The Caretaker .........

If you want me to read an email, post to the newsgroup saying you've
sent me mail. I rarely check this mailbox.

back to your abusibe ways eh, fake addresses, hiding behind a name like the
caretaker, says it all really doesnt it. you obviously have some superiority
complex dont you.


"The Caretaker" <(E-Mail Removed)> wrote in message
news:TQDie.11273$(E-Mail Removed)...
> Stefan Kaniuk wrote:
>
> > what a helpful and concise answer eh michael, just what one would
> > expect.
>
> But which is, nevertheless, way more of an answer than you give ......
> which is just what one would expect from a fuckwit.
>
> --
> The Caretaker .........
>
> If you want me to read an email, post to the newsgroup saying you've sent
> me mail. I rarely check this mailbox.

one would also suggest that the only reason you feel you can abuse
individuals like me on an internet ng, is because you would be far too
scared to do it in real life now wouldnt you mr.caretaker., far too scared.
"The Caretaker" <(E-Mail Removed)> wrote in message
news:TQDie.11273$(E-Mail Removed)...
> Stefan Kaniuk wrote:
>
> > what a helpful and concise answer eh michael, just what one would
> > expect.
>
> But which is, nevertheless, way more of an answer than you give ......
> which is just what one would expect from a fuckwit.
>
> --
> The Caretaker .........
>
> If you want me to read an email, post to the newsgroup saying you've sent
> me mail. I rarely check this mailbox.

Stefan Kaniuk wrote:
> back to your abusibe ways eh,

And your post wasn't abusive?

> fake addresses, hiding behind a name like the
> caretaker, says it all really doesnt it. you obviously have some superiority
> complex dont you.

LOL, I am a caretaker, and it _is_ a real email address.

If you want my real name just a little 'digging' would find it on the web.

--
The Caretaker .........

If you want me to read an email, post to the newsgroup saying you've
sent me mail. I rarely check this mailbox.