I'm becoming rather weary. My broadband connection dropped again, and while it seemed longer, it was only for about 15-20 minutes.
What was the reason? Planned maintenance? If that's the case, shouldn't your technical support staff be armed with information about what maintenance is happening, where it's happening and for how long? Would it not be better to send me an email to advise that planned maintenance may happen at some point within a certain time window in the first place?
The really frustrating thing about tonight's outage was that I had two of your staff hang up on me before any investigation could take place. The first chap hung up on me when I made it clear that I couldn't tell what colour the lights on my router were - I do not need to be in the same room as my router to determine whether or not I have an internet connection. The second guy hung up on me because clearly I sounded less than pleased that I was hung-up on once before, and clearly didn't want to deal with the call.
It was only on my third call that I was told there was an issue. I was grateful for the honesty, but once again frustrated because the lady was unable to take any details and forward them on for any further action to be taken. Nor was there any senior member of staff available when I asked.
I just want some honesty - if there's a problem, major or minor, I can deal with that. If you tell me it's going to take 15 minutes to fix, I'll go and make a coffee and come back later. If it's longer, I'll go and find something more time-consuming to do.
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