Internet Connectivity

Following on from the last blog post, this one deals with Internet connectivity.

So as a business you can get some great deal from many providers, but before you do so STOP!

Now go and talk to your IT (Technology) Provider.

Although most broadband migrations go smoothly what is going to happen if it doesn’t?
Other things you need to ask/establish are

  1. Is Broadband enough or do you need another option
  2. Do you need a resilient/Redundant connection
  3. If yes to above, how is that going to happen
  4. Is the connection capped
  5. What happens when you reach the cap limit
  6. How easy is it to get support? Search the Internet to see customers experiences, these are likely all to be negative as we only ever seem to moan on line.  But are there good ones.  Talk to other businesses
It is highly likely your IT provider can supply broadband to you, so why not make this your first call. After all you already know how good their support is! And it is likely to mean you don’t have to speak to India to not get any service!
They will certainly give a better migration service than a broadband only supplier, after all they want to make sure you are happy with the whole experience.
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BT & the Internet

Just to follow on from the previous post.

So yesterday out of the blue the customers Broadband started working! Yes after 2 days BT had indeed found a fault, and had carried out a tie pair modification to get things working again.

Today we visited the site to change the router back over to their router, from our spare one we carry just in case.

Nothing, no sync, no connection nothing, we tried the spare nothing, and just to make sure we tried a brand new router. Nothing, then we changed the filter and tried again, nothing.

The customer phoned BT Broadband, and as soon as they gave their details the broadband suddenly connected (now I’m sure this is a coincidence?), The customer was told yet again, nothing is wrong with the line it mus be your equipment, at which point I managed to get in on the act. When pointing out that there is nothing else connected to the=is master socket other than an ADSL Filter, and connected to that is a broadband router, of which we have tried 6 combinations and not 1 of them was a winner. They finally conceded we need to run more tests, at which point the broadband died and didn’t return.

Now if you can take off the faceplate of the master socket and plug it into the test socket we can run more tests. To be fair this did spark a connection, and Internet connectivity was re-established. Then I got the story if we send an engineer out and they find a fault with your equipment we will charge you- er hello nothing wrong with the equipment, but there is with yours.

BT you need to start some good engineering in fault rectification, honestly, work done at the exchange fixed the issue, for some 20 hours, so it is logical that the fault is with the customer.
This is like have your exhaust replaced, and when you get in start the car up it rattles. It is so obviously the fault of the driver for starting the car. The BT question in this case would be ‘have you tried a different key, or a different driver’

Then we got on to question of Broadband faults and engineers just turning up un announced. This DOES NOT HAPPEN’ Really I know of 2 cases in the past week alone, you even get a call when you have your shopping delivered by some supermarkets?

BT Broadband, and BT Broadband WholeSale, and of course BT Openreach. You need to raise your game in customer service. If the customer is seeing a fault, and it was working fine, and they have tried a filter change and a different router YOU have an issue. You need to get it resolved, if that customer is a business, specially a micro or small business this is likely to critical to that customer. They are likely to be losing money.

Customer stay calm, and keep contacting them. It may take months, but they will eventually find the faults and fix them.

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