Dissatisfaction with customer service growing at largest ISPs

[Lance]

I read this in the paper this morning. I'm glad they don't include IDNet because otherwise they might get a lot of customers stealing our bandwidth

[Rik]

There seem to be a fair few arrivals as it is, Lance.

Here's to more sustained growth for our favourite ISP. 

[cavillas]

Bring 'em on, we love the company and the users. 

[Malc]

That does not count as they would not be understood  

They would if they were Indian

[ducky22]

I have a complaint about IDNet.....


From dialing the number it took 46 seconds for them to upgrade my account last month. That's a ridiculous time to wait........... 

[Rik]

 

[Inactive]

I have a complaint about IDNet.....


From dialing the number it took 46 seconds for them to upgrade my account last month. That's a ridiculous time to wait........... 

They really need to get their act together.

[Lance]

lol

[john]

I may be being fussy here but there may be a chance that any guests who see the list of topics and sees the title of this thread 'Dissatisfaction with customer service growing' may get the wrong idea, if they don't actually bother to read the first post, and may think there is some dissatisfaction with Idnet's customer service. I accept that this scenario is unlikely but it may be worth re-naming the thread if that's possible.

[ducky22]

I may be being fussy here but there may be a chance that any guests who see the list of topics and sees the title of this thread 'Dissatisfaction with customer service growing' may get the wrong idea, if they don't actually bother to read the first post, and may think there is some dissatisfaction with Idnet's customer service. I accept that this scenario is unlikely but it may be worth re-naming the thread if that's possible.

I actually thought that before I read the thread so you certainly have a point.

[Rik]

Fair point - I didn't think of it because I know that members would instantly discount the possibility.

[Noreen]

I find it very strange that this result hasn't been mentioned at all on the Tiscali forum, neither for or against, on ThinkBroadband. 

[Rik]

Are you admitting to reading that forum, Noreen?   

[Noreen]

Yes, gives me laugh. 

[Rik]

I would have thought it would give you a great sense of relief.

[Malc]

I find it very strange that this result hasn't been mentioned at all on the Tiscali forum, neither for or against, on ThinkBroadband. 

Is this "T" word allowed around here

[Noreen]

These results were obtained from Ofcom by a poster at f2support under the Freedom of Information Act, I realise that they are not up-to-date.................

1. Total number of complaints received by Ofcom regarding Tiscali.
2005 = 2,603
2006 = 6,300

2. Number of complaints regarding Tiscali under the heading Internet service bill & contract issues
2005 = 381
2006 = 575

3. Number of complaints regarding Tiscali under the heading Privacy issues – spam emails
2005 = 6
2006 = 11

4. Number of complaints regarding Tiscali under the heading Customer service issues
2005 = 193
2006 = 455

5. Number of complaints regarding Tiscali under the heading Problems switching between ISPs
2005 = 476
2006 = 3,338

6. Number of complaints regarding Tiscali under the heading Quality of internet service – e.g. speed
2005 = 419
2006 = 518
     

[Rik]

It would be interesting to know what percentage of their customer base those figures represent, Noreen - and, of course, those figures don't include complaints which were handled internally...

[Noreen]

I don't know, Rik. However I just can't reconcile these results with the survey results bearing in mind, as you say, that these are the complaints that have been passed on to Ofcom presumably because they couldn't be sorted out internally. 

[Rik]

The way I read the original report, Noreen, the survey scores were just that, not counts as such. It just goes to prove that such polls follow in the best traditions of statistics, I guess.