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bflopes
Beginner
259 Views
Message 21 of 23

Re: Fibre broadband activation failed (FTTP) - Is this the worst service ever?

Can I give them your number? 😉 😉 😉 😉 heheh

 

I'll keep you posted on the progress ... Don't hold your breath though ... 😞

 

 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
258 Views
Message 22 of 23

Re: Fibre broadband activation failed (FTTP) - Is this the worst service ever?

It would be interesting to see how long it takes. If it was a Private Circuit for a business, it would have been sorted long ago, as there are financial penalties.

 

I wonder what will happen in 2019, when BT adopt the Ofcom directive regarding compensation for delayed or faulty service for residential customers?

 

My only connection with BT these days, is via this forum.

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bflopes
Beginner
254 Views
Message 23 of 23

Re: Fibre broadband activation failed (FTTP) - Is this the worst service ever?

 

We all understand that for each unhappy customer there are many more that had no issues. This is, for some providers, the comfort they need to keep focusing on the happy path and being crappy dealing with exceptions or unpredictable issues. In their mind, the goal is to maximize the % of cases that follow the happy path. 

 

This is correct. However, they miss the other important point: exception cases are the ones that lead to clients verbalising their issues publicly. So they need to work out how to deal with exceptions better. 

 

As I said, I can understand the technical complexities. What I don't get is the lack of consistency. 

 

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