IDNet Customer Service

[miriam_idnet]

Dear All,

As the Customer Service Manager I take full responsibility for any disappointment our customers have experienced when dealing with the Support Team.

The simple case is that we have been extremely busy over the last couple of weeks what with Centrals outage, the slow throughput issues on ADSL2+,  ping queries and new customer enquiries. This has meant that on some occasions customers have had to wait up to 24hrs before receiving a reply to an email and may have had more concise answers from the Team when discussing cases over the phone.

I can personally assure each and every one of you that in every instance your emails and calls have been taken very seriously and thoroughly investigated however, we may not have been able to discuss your case in more depth as many of you have become accustomed to. 

I have been reading through the different threads here in the forum and have taken on board the comments made and am taking steps to ensure that although we may not be able to spend 15 minutes or so discussing your case in depth with you, you do not go away feeling you have not been taken seriously.

Each member of the IDNet Support Team have been hand picked for their technical ability and customer service skills, each having at least 5 years experience in broadband support. So when Customers are asked to carry out tests from the test socket or speed tests from the BT test tool it is not a stock response, nor is it a bid to buy time. In our experience the most efficient way to resolve a fault is to get back to basics in the first instance. Such tests, elementary as they may seem, are invaluable when determining the root cause of the issue and eliminating the risk of possible charges being applied by BT if engineers are involved. 

It is also necessary to understand that we, like every other ISP, are restricted by the operating procedures laid down by BT and the limitations of service. That said, in every case raised to us full investigations are carried out before releasing our findings, we do not simply glance at a case and spew out a stock response.  So although you may not get the answer you were hoping for the answer you have received is always honest and the result of full investigation.

To conclude, your comments here have been taken to heart. Each member of the team will continue to do their utmost to support our customers thoroughly and will take steps to ensure you go away knowing you have been listened to and have received honest and accurate advise.

Regards,

Miriam

Miriam Ball
Technical and Customer Services Manager

[Rik]

Thanks, Miriam.