Cusormer Service and Helpdesk - excellent.

MHC — Wed, 14 Dec 2011 00:10:41 GMT

Towards the end of last week and over teh weekend I noticed that my Infinity connection was a little sluggish and speedtests were "all over the place". There could be numerous reasons why - but I decided to wait until Monday and see if it had resolved itself.

Monday morning - called teh Infinity Helpdesk and discussed porblem/issues with an adviser. Even though my throughput was above the fault threshold she agreed there was a possible problem and passed the case to second line.

Late on Monday afternoon, I received a call back but was busy and could not take te call so called at around 18:30. Further discussed their thoughts and my findings and teh adviser then booked a Technician visit for PM Tuesday, AM was possible but I was not available.

Late AM, I received a call to see if te Technician could come early - I was then available.

Technician listened to my findings (I have good Comms system amangement and implementation experience) and we worked through every possibility. Still scratching heads we decided to borrow a spare router, installed this and the problem went. We had rebooted and repowered teh original and the problem remained and symptoms suggested it could have been elsewhere.

Spoke to Helpdesk again - and a new router has been shipped and will be here on Wednesday morning with a call back scheduled for later on Wednesday to check that all is OK and to set up one VOIP circuit which needs intervention.

Overall - near perfect service from the helpdesk and Technician.

Yes there will be some who do not believe this but I can assure doubters that BT regularly provide excellent customer service - I get it on my Office installation and also at other locations for people I provide assistance and advice to. I never come across bad service from Customer Support, Help Desk or Technicians.

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Cusormer Service and Helpdesk - excellent.