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Friday, December 1

DSL Outage Day 4: Pipex Lack Urgency

Still down. Pipex may actually have taken a look at something today - James at the Pipex call-centre sees evidence of activity. But still no DSL service. Seems they tested the line and can see my router. There was a note saying "ask the customer to test the line" - no idea why the repair folks (who must be about a mile from me) couldn't call and ask there and then. James asked me to "try another router" - like I have then stacked on a shelf waiting. Pretty poor show again - lacking both transparency and customer engagement. I can't get over how relaxed they are about the whole thing - they have no urgency for the fact a customer has lost service for 4 days due to their actions.

posted at 5:56 PM (UK) | |

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