Feeds

BTopenworld in game of snakes and ladders

A tale of mambas, boas - but no snakecharmers

  • alert
  • submit to reddit

The essential guide to IT transformation

BTopenworld has admitted the existence of "Mamba" and "Boa" - internal projects that should help solve its narrowband network congestion problems.

According to last night's BBC consumer affairs programme, Watchdog, the secret projects are designed to "constrict" the service (a boa kills by suffocation, a mamba by poison, by the way) and force people to upgrade to BT's broadband ADSL service.

This has been denied by BTopenworld which maintains the projects are merely concerned with network management.

It's now almost a month since The Register started receiving emails from readers complaining about a marked deterioration in the BTopenworld Anytime service.

During that time we have received scores of complaints from readers complaining about how they are unable to access the service, and how, when finally connected, they are often booted off within minutes.

Most of those who contacted us were moved to a new dial-up number last month. They claim their problems only started following this migration.

BT has consistently denied that it is deliberately offering these consumers a worse service.

The Register believes that BTopenworld's handling of this affair has been disastrous and goes far beyond allegations of offering some heavy users an inferior service. As serious as it is, until hard, irrefutable evidence emerges to the contrary - they will remain just that - allegations.

However, what cannot be ignored is the seemingly increasing number of complaints being circulated about BTopenworld's Net access service.

This is not some fly-by-night ISP. This is British Telecommunication's ISP. It has the resources of a nation-wide telco behind it and yet it is beset with problems.

Worse still, it's failure to handle customer complaints is a slur on the whole of BT. Internal reporting lines might mean that BTopenworld is a standalone operation inside the telco. But that's not how customers see it. To them, BTopenworld is BT.

And customer discontent with the telco will percolate down into customer satisfaction benchmarks so favoured by senior execs at BT.

Last night's item on Watchdog did not make the distinction between BTopenworld and BT. So millions of people who watched saw a story about BT mistreating its customers.

To make matters worse, no one from the company appeared live to answer questions on the show.

This is just one email we received today from a frustrated BT customer.

It reads: "I have sent 3 recorded letters, made over 10 phone calls and sent over fifteen emails and still had no reply about broadband and anytime? Not even a bounce back! What is customer service? BT have their own definition. WE IGNORE, YOU PAY!"

This is no way for any company - let alone BTopenworld - to behave. It needs to sort out its problems - and fast. ®

Related Stories

BT kicks off 60 more Anytime users, threatens others
BT rewrites Ts&Cs to kick off more Anytime users
BT stops port throttling in time for Watchdog programme
Punters still suffering BTOpenwoe Anytime misery
BT admits to bandwidth restrictions for file-sharing sites
BTAnytime turns into Notime for 200 'abusers'
BTopenworld accused of providing two-tier Net access service

Gartner critical capabilities for enterprise endpoint backup

More from The Register

next story
6 Obvious Reasons Why Facebook Will Ban This Article (Thank God)
Clampdown on clickbait ... and El Reg is OK with this
No, thank you. I will not code for the Caliphate
Some assignments, even the Bongster decline must
Barnes & Noble: Swallow a Samsung Nook tablet, please ... pretty please
Novelslab finally on sale with ($199 - $20) price tag
Banking apps: Handy, can grab all your money... and RIDDLED with coding flaws
Yep, that one place you'd hoped you wouldn't find 'em
Video of US journalist 'beheading' pulled from social media
Yanked footage featured British-accented attacker and US journo James Foley
Primetime precrime? Minority Report TV series 'being developed'
I have to know. I have to find out what happened to my life
Netflix swallows yet another bitter pill, inks peering deal with TWC
Net neutrality crusader once again pays up for priority access
Judge nixes HP deal for director amnesty after $8.8bn Autonomy snafu
Lawyers will have to earn their keep the hard way, says court
Ex-IBM CEO John Akers dies at 79
An era disrupted by the advent of the PC
prev story

Whitepapers

Top 10 endpoint backup mistakes
Avoid the ten endpoint backup mistakes to ensure that your critical corporate data is protected and end user productivity is improved.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Backing up distributed data
Eliminating the redundant use of bandwidth and storage capacity and application consolidation in the modern data center.
The essential guide to IT transformation
ServiceNow discusses three IT transformations that can help CIOs automate IT services to transform IT and the enterprise
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.