I woke up on edge this morning as the Royal Leamington Spa branch of SmarterHousing was moving from 2 Spencer Street, over the road to number 13, and much of our fate lay in the arms of British Telecom.
In opening numerous internet accounts for properties managed by SmarterHousing, my experience of BT Residential has been absolutely abysmal. At one point in 2007 I bought in a staff member to do nothing other than speak with BT, none stop, in an effort to get various niggles resolved. I have even resorted to obtaining information relating to their company directors and writing to them personally. To their credit, most of the issues were eventually resolved – however this required instruction from someone at director level!
BT Business are simply in another league – on a different planet even – to BT residential. An engineer came to the new premises at 09:30 and began work on connecting the office to the exchange. The line in the old office went dead, but I had already set up a call divert to a company mobile phone. I knew this was going to happen although I feared the internet would cease at the same time.
To my delight, the internet remained operational until 17:30 when the office closed, by which time one of my trusty management team and I had moved the bulk of the furniture over to the new premises. I had been advised that broadband may not be operational in the new location until 20:00, so I figured I would be waiting around for a few more hours before I could test computers (which don’t tend to like being carried in the rain) were as functional as they needed to be prior to the next business day.
A pat on the back for the local BT Business team – the internet worked immediately in the new location. I suspect an element of fortune came into this, given I asked whether or not such a service would be available and was told a simple ‘no’, but that cannot take away from my delight at BT’s customer service on this instance. Did I forget to mention I had a call from a UK based manager, providing her name and direct line, should I have any questions throughout the process?
Posted by Adam Arnold