BBC News Scotland Highlands: BT apologises to Scottish customers over slow broadband

Discussion in 'Broadband' started by MB, Feb 7, 2011.

  1. MB

    MB Guest

    BT have apologised for the problems in the Highlands since Thursday and seem
    to have confirmed that it was the BT Community Forums that alerted them to
    the fault.






    7 February 2011 Last updated at 14:03

    BT apologises to Scottish customers over slow broadband

    BT has said its broadband services in the north of Scotland were disrupted
    at the end of last week.

    ...........




    http://www.bbc.co.uk/news/uk-scotland-highlands-islands-12383787
     
    MB, Feb 7, 2011
    #1
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  2. MB

    Gaius Guest

    Yes - but only after a customer emailed the CEO.

    The "MD, BT Retail Customer Service" took personal charge of this and
    posted regular updates and apologies in the forum. This is the first
    time this has ever happened - which rather suggests the CEO had lit a
    fire under his customer service fellow. I guess his bonus this year
    (paid in April) may be at risk....
     
    Gaius, Feb 7, 2011
    #2
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  3. MB

    MB Guest

    "Gaius" wrote in message
    Yes - but only after a customer emailed the CEO.

    The "MD, BT Retail Customer Service" took personal charge of this and
    posted regular updates and apologies in the forum. This is the first
    time this has ever happened - which rather suggests the CEO had lit a
    fire under his customer service fellow. I guess his bonus this year
    (paid in April) may be at risk....




    --------------------------------------------------------------------------------



    I did not see anything to suggest that it had come down after an EMail to
    the CEO. It fitted exactly with what I saw online. There were messages on
    the Community Forum - locations matched the places named in the news item.
    A moderator saw these and spoke to their network control centre who did not
    know anything about the fault so presumably started investigating, the
    moderator asked some people to contact him direct and some received calls
    from BT. Later in the day the Community Manager answered that he had taken
    it up, presumably after being contacted by his moderators. He seems to have
    escalated the response. He has been reporting back and is promising a live
    session next week with the Manager of Networks.

    No mention has been made of anything coming down from the CEO and everything
    indicates the flow of information was going the other way but if you don't
    believe he is telling the truth then perhaps you should ask next week.

    Apart from a major failure in their network monitoring, I think what most
    people want is the call centre sorted because at the moment they only seem
    interested in trying to persuade customers that the fault is their own and
    not passing reports on.
     
    MB, Feb 7, 2011
    #3
  4. MB

    Gaius Guest

    Read the thread again starting at post 104. Then read post 107. You'll
    note that at that time WB didn't have any information to give but "CEO
    of BT Group is aware". In other words, he was just on the case. Given
    the timing, I'd say it was post 104 that kicked things off.

    You may not be aware of the way the CEO's office operates. There is a
    senior duty officer there at all times. If something like this comes in,
    it is actioned instantly - emails and phone calls to the key board
    members, and other senior managers as appropriate. The Duty Officer
    appears to have judged the problem described in the email as
    sufficiently serious as to require a call to the CEO. (We don't know the
    contents of that email!)

    The moderator is a BT Retail employee. He WILL NOT have direct access to
    the BT Wholesale Network Operations Centres as you suggest. This is
    forbidden by OFCOM's Business Separation rules. The moderator - with all
    due respect - is fairly junior, and will most certainly not be inclined
    to contact his Managing Director out of hours. If you've ever worked in
    a large corporate, you'll know why.

    The key question is why this problem was dealt with so effectively this
    time, when previous and equally serious ones have dragged on and on with
    no visible presence of any BT manager - senior or otherwise.

    It would be great to think that this signals a new approach to BT Retail
    customer fault handling. We will see.
     
    Gaius, Feb 7, 2011
    #4
  5. MB

    MB Guest

    "Gaius" wrote in message

    The moderator is a BT Retail employee. He WILL NOT have direct access to
    the BT Wholesale Network Operations Centres as you suggest. This is
    forbidden by OFCOM's Business Separation rules. The moderator - with all
    due respect - is fairly junior, and will most certainly not be inclined
    to contact his Managing Director out of hours. If you've ever worked in
    a large corporate, you'll know why.




    --------------------------------------------------------------------------------



    I gather the moderator would be quite a lowly minion, even if he had no
    access to Network Operations then I am sure he would have means of passing a
    message up through their chain of command. I used to work for a big
    organisation and we had to deal through a centre but it was not unknown to
    bypass them unofficially and further in the past even more so. We were not
    supposed to deal with other organisations directly but we did.
     
    MB, Feb 7, 2011
    #5
  6. MB

    MB Guest

    "MB" wrote in message
    BT have apologised for the problems in the Highlands since Thursday and seem
    to have confirmed that it was the BT Community Forums that alerted them to
    the fault.

    7 February 2011 Last updated at 14:03

    BT apologises to Scottish customers over slow broadband

    BT has said its broadband services in the north of Scotland were disrupted
    at the end of last week.

    ...........

    http://www.bbc.co.uk/news/uk-scotland-highlands-islands-12383787
     
    MB, Feb 15, 2011
    #6
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