360° Coverage : ISPreview Survey Discovers Unhappiness with UK Telecoms Engineers

ISPreview Survey Discovers Unhappiness with UK Telecoms Engineers

The latest monthly ISPreview.co.uk survey has claimed that 89% of respondents in the United Kingdom have at some point needed the services of a telecoms engineer to resolve one of their broadband or phone problems, although more than two thirds said the issue had not been not fixed to their satisfaction.

Nov 6 2013, 3:20am CST | by PR.com

London, United Kingdom, November 06, 2013 --(PR.com)-- Consumer broadband and phone engineers, most of whom are dispatched by BT's Openreach division or Virgin Media in the United Kingdom, often receive a lot of flak for failing to fix problems, causing new difficulties or missing appointments. Now a new survey of 1,534 UK-based Internet users by ISPreview.co.uk has attempted to shed a little more light on the situation.

The research found that the majority of people (89%) have at some point in time needed to call out an engineer to resolve one of their Internet or phone problems. Furthermore 72% of respondents have had to request an engineer three times or more in the past 3 years to fix a fault and sadly 76% were unhappy with the outcome of such visits.

Thankfully most people didn't have to wait long for an engineer to visit with 81.6% saying that they waited around 5 working days for one to arrive. In the grander scheme of things this isn't too bad, especially with the national operator (BT Openreach) being distracted by the roll-out of superfast broadband (FTTC/P) services.

Question: How long after the request did you have to wait for the last engineer visit (pick closest)?

5 Working Days - 81.6%
I never had an engineer - 10.9%
10 Working Days - 4.1%
15 Working Days+ - 3.3%

"The performance of telecoms engineers clearly leaves much to be desired and that’s when they do eventually turn up," said ISPreview.co.uk's Founder, Mark Jackson. "On the other hand telecoms networks are notoriously complicated and often difficult to diagnose. Problems like this can then be exasperated by criminal theft of cable and extreme weather, such as flooding or heavy snow, which frequently forces engineers to delay other work as they refocus upon core repairs."

"It's our belief that telecoms operators, Ofcom (regulator) and ISPs must all share some responsibility for improving the current system. Better communication with end-users, greater flexibility for booking appointments, improved consumer engagement over compensation for mistakes or delays and stiffer quality standards would go a long way to lifting satisfaction. At the same time it should be said that home broadband services will always play second fiddle to the more expensive business lines and their strong service level agreements," concluded Mark Jackson.

Ofcom are currently said to be reviewing Openreach's quality of service and this process is due to conclude during early 2014.

Contact Information:
Mark Jackson
Contact via Email

Read the full story here: http://www.pr.com/press-release/525742

Press Release Distributed by PR.com

Source: PR.com


blog comments powered by Disqus

Latest stories

Wearables that go beyond the Apple Watch
Wearables that go beyond the Apple Watch
Apple Watch is going to open a new chapter in wearables, but where is the future?
Russia allows buffalo meat imports from India
Moscow, Dec 4 (IANS/TASS) Russia has allowed imports of buffalo meat from India, the country's veterinary regulator said Thursday.
New guidelines for prostate cancer testing
Melbourne, Dec 4 (IANS) Prostate cancer checks in Australia are set to improve after cancer agencies and health experts reached an agreement on new testing guidelines at the World Cancer Congress (WCC) currently being held in Melbourne.
Australian researcher discovers first artwork by early human
Sydney, Dec 4 (IANS) An Australian researcher has discovered what is believed to be the first artwork created by a human.

Latest from the Network

Australian researcher discovers first artwork by early human
Sydney, Dec 4 (IANS) An Australian researcher has discovered what is believed to be the first artwork created by a human. The simple zigzag pattern found on a fossilized shell from the Indonesian island of Java has...
Read more on Celebrity Balla
Insects compete with rats to clear garbage
New York, Dec 4 (IANS) Insects play a very important role in cleaning up cities and they compete with other pests like rats and pigeons in their endeavour, a study has said. Scientists sampled arthropods - such as...
Read more on Business Balla
School headmaster shot dead in Pakistan
Islamabad, Dec 4 (IANS) Unidentified gunmen Thursday killed the headmaster of a private school in Pakistan's Balochistan province. Police officials said the armed men opened fire at the vehicle of Zahid Ali,...
Read more on Politics Balla
Four more bodies recovered from sunken South Korean ship
Seoul, Dec 4 (IANS) Four more bodies were recovered Thursday from a sunken South Korean fishing ship in the Bering Sea, the foreign ministry here said. This increased the toll to 16, including six South Koreans and 10...
Read more on Politics Balla
Lesbian couple asked to desist in London restaurant
London, Dec 4 (IANS) A lesbian couple in a London restaurant was asked to desist by a staff member, who asked them to "stop what you are doing". Lydia Cawson, 29, said that she and her girlfriend were asked by a staff...
Read more on Politics Balla
Oxford Dictionaries to add 1,000 new words
London, Dec 4 (IANS) 'Mamil' (middle-aged man in Lycra), 'silvertail' (a person who is socially prominent or who displays social aspirations) and 'crony capitalism' are among the 1,000 new words to be added to...
Read more on Celebrity Balla
Oceans play key role in global 'warming hiatus'
London, Dec 4 (IANS) Increased heat uptake across three oceans - North Atlantic, the Southern Ocean and Equatorial Pacific Ocean - is the likely cause of the 'warming hiatus' -- the current decade-long slowdown in...
Read more on Politics Balla
Novel imaging to identify if TB drugs are working
Washington, Dec 4 (IANS) Tuberculosis patients who are not cured of the infection can develop multi-drug resistant TB and have to take as many as six drugs for two years. Now, researchers at University of Pittsburgh...
Read more on Business Balla
PM makes first appointment to High Court of Australia
Canberra, Dec 4 (IANS) Prime Minister Tony Abbott's government Thursday appointed former Victorian Supreme Court judge Geoffrey Nettle as the next Justice of the High Court of Australia. Attorney General George...
Read more on Politics Balla
18 suspected militants killed in Pakistan airstrikes
Islamabad, Dec 4 (IANS) At least 18 suspected militants were killed Thursday in airstrikes conducted by Pakistan Air Force fighter jets in North Waziristan. According to officials, the airstrikes were conducted in...
Read more on Politics Balla