Musings from the Merse
Monday, August 25, 2008
A BeTter Way? Revisited
Bangalore has egg over its collective face I fear and bully for A Berwickshire bloggee. After 4 weeks of badgering, e-mails, filling in on line complaint forms, long distance calls from Bangalore and finally elevation of the 'issue' (BT does not have problems, only issues) to the Chief Executives office, action has been taken .Bangalore has all along insisted that my slow broadband speed was my PC's fault 'I am telling you Sir, your are using the wrong aperture. Or possibly your configuration is not tickety Boo I am sending you long and comprehensive instructions-just be following them and Robert is your uncle'. Blue in face, numb of finger, Huttonian explained that bloggee techie had done all the BT tests- twice at least and there were no inside the house problems and when he suggested that it might be an exchange problem-specifically a soft ware malfunction he was met with very polite derision: No Sir, everything in your exchange is working perfectly-now just go through this 45 page check list and all will be tickety boo. Just be leaving it to the experts.
Thanks to insider advice from the Berwickshire Bloggee techie (using back channels not back passages) the Chief Executive's office, now alerted to a real problem which is apparently not confined to TD11 kindly offered to send a technician, sorry, engineer, to inspect the outside connections, junction box, line-but no mention of the exchange or software problems. The BT guru turned up and phoned me in France to say he could not get into the house (because I was in France, presumably) and was going away until I could let him in one other day. Another expensive call from France and the CEO's office confirmed that no access was strictly necessary but said that their engineers liked to have access to double check that Johnny Customer had not got it all wrong. I mentioned a soft ware failure. CEO's office smiled (it sounded like a smile) politely and said she would be in touch. 'If necessary'
It wasn't.
30 minutes later the engineer phoned. On a whim he had looked at the exchange. Guess what? Expectant pause. A software failure. It was no longer a failure. I would get up to 8mbs-no prob. Have a Bon Journee.
Gosh I wish I had thought of that.
I will enjoy telling Bangalore
Bangalore has egg over its collective face I fear and bully for A Berwickshire bloggee. After 4 weeks of badgering, e-mails, filling in on line complaint forms, long distance calls from Bangalore and finally elevation of the 'issue' (BT does not have problems, only issues) to the Chief Executives office, action has been taken .Bangalore has all along insisted that my slow broadband speed was my PC's fault 'I am telling you Sir, your are using the wrong aperture. Or possibly your configuration is not tickety Boo I am sending you long and comprehensive instructions-just be following them and Robert is your uncle'. Blue in face, numb of finger, Huttonian explained that bloggee techie had done all the BT tests- twice at least and there were no inside the house problems and when he suggested that it might be an exchange problem-specifically a soft ware malfunction he was met with very polite derision: No Sir, everything in your exchange is working perfectly-now just go through this 45 page check list and all will be tickety boo. Just be leaving it to the experts.
Thanks to insider advice from the Berwickshire Bloggee techie (using back channels not back passages) the Chief Executive's office, now alerted to a real problem which is apparently not confined to TD11 kindly offered to send a technician, sorry, engineer, to inspect the outside connections, junction box, line-but no mention of the exchange or software problems. The BT guru turned up and phoned me in France to say he could not get into the house (because I was in France, presumably) and was going away until I could let him in one other day. Another expensive call from France and the CEO's office confirmed that no access was strictly necessary but said that their engineers liked to have access to double check that Johnny Customer had not got it all wrong. I mentioned a soft ware failure. CEO's office smiled (it sounded like a smile) politely and said she would be in touch. 'If necessary'
It wasn't.
30 minutes later the engineer phoned. On a whim he had looked at the exchange. Guess what? Expectant pause. A software failure. It was no longer a failure. I would get up to 8mbs-no prob. Have a Bon Journee.
Gosh I wish I had thought of that.
I will enjoy telling Bangalore
Comments:
POTS isn't too far from the truth - apart from BT being unable to locate one to hiss in despite adequate training and a map... in Telecoms POTS is a "Plain old telephone set" - like a GPO one from yesteryear.
Check your bill very closely for the credit - I hope they wrote to you to confirm what they were doing too - or you'll have a "he said she said" argument soon enough.
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Check your bill very closely for the credit - I hope they wrote to you to confirm what they were doing too - or you'll have a "he said she said" argument soon enough.
