Originally posted by GlenW
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Previously on "This is how you do customer service as an ISP"
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Originally posted by VectraMan View PostI'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.
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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.
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Originally posted by DaveB View PostNormally 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
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Originally posted by DaveB View PostThey 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.
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Originally posted by FatLazyContractor View PostFail!
I'd expect them to notify me if there was a bust server.Originally posted by SpontaneousOrder View PostThey did. He got the email 5 minutes after that phonecall.
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
Leave a comment:
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Originally posted by FatLazyContractor View PostFail!
I'd expect them to notify me if there was a bust server.
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Fail!
I'd expect them to notify me if there was a bust server.
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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.
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Originally posted by GlenW View PostIs that by the company who have the fat bloke in their adverts?
Andrews & Arnold. Small independent ISP. Not cheap but worth it for the service and support.Last edited by DaveB; 29 April 2015, 14:31.
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Originally posted by DaveB View PostBT et al take note. Sometimes things go wrong. This is how you should deal with it.
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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.
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This is how you do customer service as an ISP
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.Tags: None
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