spare me from call centres

So, regular readers will recall that for simplicity’s sake we opted for an all-in package from Virgin media covering our tv, broadband and home phone service. We would probably have preferred to go with Sky but there are restrictions on the use of dishes on the front of our house. Life with Virgin has been a sorry affair right from the installation process (see posting, Customer Service, of 12 November 2009) and throughout our service history. There cannot be a single month that has gone by without us losing our broadband connection or occasionally the TV service. But the worst thing of all was their appalling customer care service  when they’d ask me to switch the computer off and on or try and fob us off with excuses or blame things on our Apple computer equipment or fail to deliver on their endless promises to send an engineer round to sort out our problems. My exasperated wife C called me when I was up with the kids last week to say that she had just endured one unhelpful and difficult conversation too many with the Virgin customer service team and had cancelled our service. It felt like such a relief. All we had to do was find another service provider…..

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lost weekend

How do you get by without online access these days. It’s purgatory isn’t it? We’ve been having a few niggles on our broadband connection for a while (service just disappearing for a few minutes several times a day) so I called Zen our SP and BT, line provider. BT first, the company I worked for for more than 30 years and who installed all my internal wiring/extensions/bb connections etc as part of my package. First off it took for ever to actually speak to someone and when eventually I did, they told me they tested the line from the exchange and there wasn’t a problem on it. But if I wanted an engineer round to check things out it’d cost me £116 if the fault was anything beyond the first junction box. So any problem in the wiring installed by BT is my fault? Yep! Ummm. I thought better of it but immediately after I rang off an extension just ceased working as did my BB line, just like that. Continue reading

turkey a l’Orange

No not a recipe chaps for blokes who are useless at cooking but a TV ad from Orange. Traditionally they do some really interesting and innovative stuff but their latest one promoting a home broadband/landline service is just odd. Apparently they are spending £5m on a campaign to promote this service. I’m sure I also read that they’ve just replaced the head of their broadband team as they are really struggling on sales. I’m not sure if this ad’s the responsibility of the old or the new head but I wouldn’t bet on it turning things around. Continue reading

telecom italia

This message was originally sent as part of an e-mail to friends in July 2006.

I think most people would have got the message that I had left BT at the end of April 2006, figuring that after 30 years with one company it was time to show some ambition. The plan was a) to spend the summer getting our new home in Italy sorted and b) to establish my marketing consultancy to allow me to work online and earn some money, maybe. The Paul Leonard Consultancy (www.paulleonard.net) is at long last a reality but it took several months of increasingly frustrating contacts with Telecom Italia to get our phone and online links realised. Had I found a more unloved telecomms organisation than BT….?

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