I'd like to speak to the organ grinder please...

Hi everyone
I've been an Infinity customer for nearly 2 months now and on the whole, i'm a happy customer.
I did have an issue resolved a few weeks back where it turned out that my DSLAM/CAB port was faulty and i was cutover to a spare/new port and everything has since been been fine.
I actually think, looking through lots of posts, that ive been lucky and had a good 'experience'....
However, i think i speak for many, many people out there who simply just want to speak with a technical point of contact who can:-
A. be able to identify the issue you have
B. be able to do something there and then about the issue you have - check/reset your IP Profile or reset DSLAM port etc...
Its difficult to make direct comparisons with other providers due to their own particular way they support their products but i can only speak about the two providers i am using at the moment....O2 and BT.
I work away from home so i use O2 as my broadband provider there but have Infinity at home (was on O2 beforehand)
Im on the 'works' package with O2 so 'upto' 20meg down and 'upto' 2.5meg up...
I actually synch at 22meg down but i noticed my upload was at the 'normal' 1.3meg upload which i wasnt happy with so i called the O2 broadband tech support number (UK based i may add) and without any word of a lie, the chap spent more time authenticating my account than he did identifying that my profile needed a reset, which tooks seconds and my connection was restored to annex M in no more than 5mins total from start of the call........
Now, i'm no fanboy of either company, i just want a good/decent service for what i pay for. All i can say is that i was SO appreciative of O2 guys' support, it felt weird...but should it be?
There are a few points to note here:-
1. I suspected i had a speed issue but wanted someone technical to speak to so they could check and confirm if there actually was a problem
2. I had a DIRECT point of contact who could access my account/profile and actually make changes and give advice while on the phone. As O2 were connected directly to my router, we actually saw the same state changes simultaneously...My case was NEVER passed from pillar to post.
3. My query/issue with O2 was resolved promptly but even if it hadnt been, at least i knew i was in contact with the support team who were in a position to do something.
My point being is that us new Infinity customers who dont have the ability to even check our own line/VDSL stats cant even make the most basic call as to whether any issues we have with our connection/speed is something we can discuss directly with someone who can actually make a difference....
Most of us know that BT's 1st line Front Office hasnt been the best thus far so why do they use it for technical issues unlike O2 where i had some nice chap (from the UK) who i had confidence in him actually resolving or at least managing my fault to resolution?
From reading many posts about users' experiences of Infinity, its baffling why BT havent supported this new product 'closer to home' - thats not to say that their overseas colleagues arent capable, maybe just dont have the training/skills/tools? At least let us customers have direct access to support staff who can check/reset stuff or even give us a piece of mind of what stats are on our modem/DSLAM...
come on BT, why should folk have to login and post/email the mods for any decent support???
ged
Solved!
Go to Solution.

Ged,
whilst generally I agree with you a question (or two) for clarification so we can be sure we're not comparing apples with oranges
I'm not familiar with O2's product lineup but given you're on Annex M is that a business package?
Are you on an Infinity residential or business package?
On the subject of the offshore support teams my experience from the other sife of the fence is that many, many of them are very technically orientated. The problem is that the ISPs they work for don't give them access to many of the tools that are needed (they need to raise internal requests to even get line checks done in some cases) and also they are very heavily scripted & monitored in what they do/say on a call.
Sounds like O2 are operating as a contact centre rather than as a call centre which is much more preferable from the customers point of view.
DISCLAIMER: although I work in the industry I do not work for BT and any opinions given are purely my own.

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