Re: Demon's Customer Service - Lack of

CJB wrote:
It seems that like most internet service providers Demon is quite happy
to take customers' money but then makes it almost impossible for
customers, especially new ones, to actually get any help.

In my many years experience of Demon as a service provider for my home systems
(1995-2006), the network has, on the whole, been very stable. This is a good thing.

The helpdesk was excellent, until it got outsourced, but I rarely had to deal
with them. After the outsourcing, and following some kind of BT snafu involving
my line, I had multiple occasions to call the helldesk. On ONE of these many
occasions, I got through to somebody in dialup support. I'm fairly sure I
didn't select dialup support, but the indian guy there, who's name I did not
record, somehow managed to do everything right. I was actually very impressed.
(not difficult considering the lack of success in other calls)

When BT snafu'd my line for yet another time after that, I got through to the
helpdesk, went through the usual process of lying about my configuration to get
past the 'have you rebooted?' silly question phase of the script, and after
about an hour, eventually got the job referred to BT.

Two days later, my 2272kbit connection was back on. Two days and one minute
later, I had a migration code, and moved to AAISP. Five days after that, I have
a nice stable line currently syncing at 6816kbit, (Thunderstorms, bleah.
Usually it's at 7392 or 8128kbit) with interleaving turned off permanently, a
fully routed /28, preconfigured Zyxel router on permanent loan, and a help desk
that usually _tells_me_ about BT line problems before I even notice them.

Granted, it has a 1Gb cap at £18.99/month, but that applies 8am to 6pm mon-fri
only, i.e. office hours, i.e. hours when I am usually at the office (and
therefore not burning home bandwidth).

If it wasn't for Demon's ineptitude at the helpdesk, I'd probably still be a
demon customer, paying more for a single NAT'd IP, a tiny unfunctional(static
pages) web server, no DNS control, etc.

Demon customer communication has, I feel, improved markedly since I left,
possibly something to do with the reopening of a UK call centre, but if I had
problems out-of-hours, I'd probably still have to deal with India, which I am
not willing to do.
.