Seriously, +BT UK
- what the fuck are you playing at? My internet just went off. I rebooted every device possible, then called you. I get through to a nice lady who goes through the usual script and I reluctantly answer the troubleshooting questions, only to be told that there was an outage in my area.
Bollocks! If I'd been asked my postcode in the first
instance, she could have checked the noticeboard (I assume you must have one) and relayed the info that there was an outage/upgrade/fuckup at the exchange, as there clearly was. You, like every other moronic ISP, assume that the issue always begins at home. How much time do your advisers (and customers) spend trying to troubleshoot a connectivity issue when actually there's planned maintenance happening.
I've got a suggestion for you, and it might seem like a completely novel idea - how about emailing your customers before
planned maintenance takes place? "Dear Mr/Miss/Ms/Mrs XXXX, we're really sorry, but your internet connection will be interrupted for XX amount of time between the hours of xx.xx and yy.yy. This is due to essential network maintenance. We apologise for any inconvenience." It's not fucking rocket science.
It's not good enough to assume that no-one is awake between the hours of midnight and 8am. Some of us have different sleeping patterns. While it may not suit me to have my internet switched off in the middle of the night, I do appreciate that doing shit in the wee small hours impacts fewer customers than if you chose to do it at tea-time. It's about communication. Didn't you once have "It's Good to Talk" as one of your straplines?