The "Freeola Customer Forum" forum, which includes Retro Game Reviews, has been archived and is now read-only. You cannot post here or create a new thread or review on this forum.
Had a call from my brother last night (a freeola customer but not for much longer i feel) about his broadband being very hitty missy of late, he has made several calls to Freeola and spoke highly of Glen but poorly of Dean.
So my point is my understanding is that if I have a broadband problem I call freeola, they go through all the usuall tests filters etc and check their system (which we know from my own probs in the past dosent always show localised problems) and if there is a problem then Freeola and only Freeola can then contact BT wholesale to escalate this for the paying customer.
It would appear that where my brother lives there are SEVERAL houses having the same problem, yet my brother was told that he would have to phone BT himself! and am sure that its Freeola s job to do this on his behalf?
As I said in the past when the whole village was off where I live your system said all was well, this is not what I expect from Freeola and I have to say I have never had bad service but I do feel that your letting my brother down with his customer service
Digi
So my point is my understanding is that if I have a broadband problem I call freeola, they go through all the usuall tests filters etc and check their system (which we know from my own probs in the past dosent always show localised problems) and if there is a problem then Freeola and only Freeola can then contact BT wholesale to escalate this for the paying customer.
It would appear that where my brother lives there are SEVERAL houses having the same problem, yet my brother was told that he would have to phone BT himself! and am sure that its Freeola s job to do this on his behalf?
As I said in the past when the whole village was off where I live your system said all was well, this is not what I expect from Freeola and I have to say I have never had bad service but I do feel that your letting my brother down with his customer service
Digi
Page:
Makes sense to me and I agree with what your saying, strange that there are no notes on his account though and some one did say they would phone him back and keep him updated, but that didnt happen either and I think that made him more cross :-)
I will speak to him later and explain to him your points (valid to me ) and see whats what I will report back
Digi
I will speak to him later and explain to him your points (valid to me ) and see whats what I will report back
Digi
Without going into too much detail about your brothers account ( or what I assume is his account based on your name anyway) I can see that no notes have been made that there were several other people in the area with the same issue.
A PSTN is the phone provider yes. And it is common belief that your phone working is cause to believe it is not the issue, however the phone can work and still cause issues. Someone more technical can probably explain in more depth, but for the case of simplicity, the phone signal is more robust.
We are still doing everything we can for the account but Dean did advise him as any other advisor would under the circumstances. Crackling on the line, when there are huge intermittency issues would lead anyone to believe that calling BT PSTN may have been a lot quicker for the customer.
A PSTN is the phone provider yes. And it is common belief that your phone working is cause to believe it is not the issue, however the phone can work and still cause issues. Someone more technical can probably explain in more depth, but for the case of simplicity, the phone signal is more robust.
We are still doing everything we can for the account but Dean did advise him as any other advisor would under the circumstances. Crackling on the line, when there are huge intermittency issues would lead anyone to believe that calling BT PSTN may have been a lot quicker for the customer.
Hi Warhunt in english what is a PSTN issue? am thinking you think its a phone issue as appossed to a broadband issue is that right?
And if am right I agree that your the broadband provider not the phone provider so in that senario I would agree that its up to me or anyone to phone the phone provider, but his phone and his neighbours phones are working its the broadband that is dropping out. for him and his neighbours
Digi
Warhunt wrote:
> This depends on the type of issue. If it was likely, to the best
> of our knowledge, that the issue was being caused by a PSTN
> problem we will ask the customer to contact BT Phone. This is the
> only time that we would advise to contact BT, and this is
> only because it is better for the customer to do.
>
> In an easy format:
>
> You have PSTN issue
> You contact Freeola then......
>
> Situation a)
> We log it with BT after running it through our systems (5-6
> hours)
> BT Wholesale look at the issue and find no faults
> We then have to go through more tests with you......
>
> Situation b)
> We advise you to contact PSTN provider, the fault gets found
> quickly and resolved.
>
> I can not honestly say that this is always the case, but I can
> assure you that we can not ask BT to investigate a PSTN issue.
And if am right I agree that your the broadband provider not the phone provider so in that senario I would agree that its up to me or anyone to phone the phone provider, but his phone and his neighbours phones are working its the broadband that is dropping out. for him and his neighbours
Digi
Warhunt wrote:
> This depends on the type of issue. If it was likely, to the best
> of our knowledge, that the issue was being caused by a PSTN
> problem we will ask the customer to contact BT Phone. This is the
> only time that we would advise to contact BT, and this is
> only because it is better for the customer to do.
>
> In an easy format:
>
> You have PSTN issue
> You contact Freeola then......
>
> Situation a)
> We log it with BT after running it through our systems (5-6
> hours)
> BT Wholesale look at the issue and find no faults
> We then have to go through more tests with you......
>
> Situation b)
> We advise you to contact PSTN provider, the fault gets found
> quickly and resolved.
>
> I can not honestly say that this is always the case, but I can
> assure you that we can not ask BT to investigate a PSTN issue.
This depends on the type of issue. If it was likely, to the best of our knowledge, that the issue was being caused by a PSTN problem we will ask the customer to contact BT Phone. This is the only time that we would advise to contact BT, and this is only because it is better for the customer to do.
In an easy format:
You have PSTN issue
You contact Freeola then......
Situation a)
We log it with BT after running it through our systems (5-6 hours)
BT Wholesale look at the issue and find no faults
We then have to go through more tests with you......
Situation b)
We advise you to contact PSTN provider, the fault gets found quickly and resolved.
I can not honestly say that this is always the case, but I can assure you that we can not ask BT to investigate a PSTN issue.
In an easy format:
You have PSTN issue
You contact Freeola then......
Situation a)
We log it with BT after running it through our systems (5-6 hours)
BT Wholesale look at the issue and find no faults
We then have to go through more tests with you......
Situation b)
We advise you to contact PSTN provider, the fault gets found quickly and resolved.
I can not honestly say that this is always the case, but I can assure you that we can not ask BT to investigate a PSTN issue.
Had a call from my brother last night (a freeola customer but not for much longer i feel) about his broadband being very hitty missy of late, he has made several calls to Freeola and spoke highly of Glen but poorly of Dean.
So my point is my understanding is that if I have a broadband problem I call freeola, they go through all the usuall tests filters etc and check their system (which we know from my own probs in the past dosent always show localised problems) and if there is a problem then Freeola and only Freeola can then contact BT wholesale to escalate this for the paying customer.
It would appear that where my brother lives there are SEVERAL houses having the same problem, yet my brother was told that he would have to phone BT himself! and am sure that its Freeola s job to do this on his behalf?
As I said in the past when the whole village was off where I live your system said all was well, this is not what I expect from Freeola and I have to say I have never had bad service but I do feel that your letting my brother down with his customer service
Digi
So my point is my understanding is that if I have a broadband problem I call freeola, they go through all the usuall tests filters etc and check their system (which we know from my own probs in the past dosent always show localised problems) and if there is a problem then Freeola and only Freeola can then contact BT wholesale to escalate this for the paying customer.
It would appear that where my brother lives there are SEVERAL houses having the same problem, yet my brother was told that he would have to phone BT himself! and am sure that its Freeola s job to do this on his behalf?
As I said in the past when the whole village was off where I live your system said all was well, this is not what I expect from Freeola and I have to say I have never had bad service but I do feel that your letting my brother down with his customer service
Digi
Page: