Needless to say - our favourite telco yet again! This time I would like this chance to publically apologise to our customer for the inconvenience. I know the fact it was not our fault is not much consolation and I understand the frustration of having an office off line like that. It is appalling.
What I find particularly annoying is when problems like this are quite so unnecessary. It is not like something broke, even!
It all started when an engineer went to install FTTC and refused to proceed because the customer did not have a "business hub".
We have seen this before, occasionally, and usually they either refuse and go away or they continue reluctantly. This time the engineer left the job half done with no ADSL or FTTC.
This really looks to me like a case of favouring their retail arm over other communications providers, and is just not on. It is very clear to me that has this been their retail arm, this would not have happened, and I challenge them to deny that.
What is worse is that they they took 8 days to fix it. In a long series of emails, marked confidential, that blamed system problems and claimed that delays where their suppliers fault (AKA their own). Madness.
I have to praise my escalations manager, Shaun, for staying on top of this. At one point he was working around the clock chasing them from shift change to shift change to get things progressed.
Finally, they seem to have refused to provide any sensible explanation that we are allowed to publish and are not even waiving the install cost to compensate for the problems.
I would stress to customers reading this that things normally go very smoothly, and this is the first time the job has been aborted half way through...
[Reposted as blogspot lost it. Thanks to Simon for finding a copy]