I am not happy...
Our favorite telco have has serious latency and congestion on around 2,000 lines all week. They have not been clear on what they are doing about it or what the problem is.
At one point they said it would be 3 weeks because a freeze on planned work over Christmas. Well, we get a tiny amount of compensation for faults going over 40 hours to fix, but when you talk of that many lines for that length of time you are talking tens of thousands of pounds. So we really should just report the faults. I have the scripts ready to roll sending in all the fault reports and rejecting them when they send back until they are fixed. What is interesting is that they see that many fault reports as costing them hundreds of thousands in terms of the effort of handling faults.
But, in the interests of working in partnership with our suppliers we have held off reporting that many faults. We want to work together and sort problems.
I really do not like fielding complaints from customers about the crap service, and spending all day on the phone to the supplier who are giving us the run around, and neither does Shaun.
Also interesting was comments on what the issue was, and comments about talking to shareholders for some reason. That seems strange (I am a shareholder!).
We think, and this is guesswork, that they have planned capacity for the WBMC shared link service that we buy (the equivalent of the old Central product) and they have hit limits on some links. That they have to buy* more capacity and they don't want to. But that they are scared to say that's the service, tough as it would be an admission that 21st Century Network is actually not as good as the old products (which did not have this problem) and also that it is not as good as competing back-haul providers. We have a choice!
The latest is, having agreed they would fix things tonight, they then send a notice saying they anticipate the issue will be fixed 13th Jan. WTF!!! back on to account manager in the evening at home.
We have many customers moving lines to another back-haul provider. In fact, the new ordering page on our web site makes that totally automated. The other supplier are actually expecting to match config so it will be possible with no change of any router settings soon.
So, if you are pissed off - we offer a choice. If you want to know more - ask sales.
Still, I reckon we are the most tenatious ISP in dealings with this supplier and pushing them to provide a proper service.
* We are talking of a company that has corporate schizophrenia and buys from itself which is not something that actually costs its shareholders!
Update: Get this - the incident desk do not have access to update the incident details on an report to fix the date of the 13th Jan!
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