This is how you do customer service as an ISP

[d000hg]

I bet that's useful when your internet is down.

For the 90%+ of us who have a smart-phone, yes it is.

[DaveB]

Did you use the codeword?

Nope, not had the need to yet. Almost wish I had

[SpontaneousOrder]

I'm with the Yorkshire lot, and I don't think I've ever had a reason to call them. Which is by far the best way to do customer service.

Plusnet? They're always having service disruptions. Perhaps it's a BT thing (and therefore geography specific).

[VectraMan]

I'm with the Yorkshire lot, and I don't think I've ever had a reason to call them. Which is by far the best way to do customer service.

[DaveB]

I bet that's useful when your internet is down.

That's what a smart phone is for.

I can log into the service management pages as check traffic levels and performance on our line remotely as well

[FatLazyContractor]

Normally if the line fails I get a text telling me it's gone down, and another when it comes back up.

This was a bigger outage and to be fair they fixed it in less time that it would have taken to craft an email and send it.

They maintain a status page that gives more in depth technical details about whats going on in the network generally, including how they are kicking BT and other providers about service levels etc.

AAISP incident and status page

This is the entry for the outage today

AAISP incident and status page

To be fair, my ISP does nothing of that sort. Yours sounds like a good, honest, local service.

[GlenW]

They maintain a status page that gives more in depth technical details about whats going on in the network generally, including how they are kicking BT and other providers about service levels etc.

I bet that's useful when your internet is down.

[DaveB]

Fail!

I'd expect them to notify me if there was a bust server.

They did. He got the email 5 minutes after that phonecall.

Normally if the line fails I get a text telling me it's gone down, and another when it comes back up.

This was a bigger outage and to be fair they fixed it in less time that it would have taken to craft an email and send it.

They maintain a status page that gives more in depth technical details about whats going on in the network generally, including how they are kicking BT and other providers about service levels etc.

AAISP incident and status page

This is the entry for the outage today

AAISP incident and status page

[SpontaneousOrder]

Fail!

I'd expect them to notify me if there was a bust server.

They did. He got the email 5 minutes after that phonecall.

[FatLazyContractor]

Fail!

I'd expect them to notify me if there was a bust server.

[TheFaQQer]

Nope.

Andrews & Arnold. Small independent ISP. Not cheap but worth it for the service and support.

Did you use the codeword?

[rl4engc]

Is that the "No Nonsense ISP" from Yorkshire by any chance?

Strangely, they're owned by BT, but don't have any of the MAFIAA forced "blocks" like BT do.

[DaveB]

Is that by the company who have the fat bloke in their adverts?

Nope.

Andrews & Arnold. Small independent ISP. Not cheap but worth it for the service and support.

[GlenW]

BT et al take note. Sometimes things go wrong. This is how you should deal with it.

-

Internet goes out at home. Rang the ISP, call answered after a couple of rings by a real human being.

"Hi, our internet appears to have died, is there a problem."

"Yes, it's us, someone broke one of our servers. We're fixing it now, give us 5 minutes."

"OK, thats great, thanks!"

Hang up. 5 Mins later it's back.

That's how you do customer service.

Is that by the company who have the fat bloke in their adverts?

[DaveB]

BT et al take note. Sometimes things go wrong. This is how you should deal with it.

-

Internet goes out at home. Rang the ISP, call answered after a couple of rings by a real human being.

"Hi, our internet appears to have died, is there a problem?"

"Yes, it's us, someone broke one of our servers. We're fixing it now, give us 5 minutes."

"OK, thats great, thanks!"

Hang up. 5 Mins later it's back.

That's how you do customer service.