Feeds

Bulldog intros 'major' measures to combat complaints

'Marked improvement' due shortly

  • alert
  • submit to reddit

Boost IT visibility and business value

Bulldog has introduced what it describes as "a major package of measures" to help cope with complaints about its internet and phone service.

The broadband ISP - owned by UK telco Cable & Wireless (C&W) - has been under fire for its poor customer service with punters up in arms at being left without phone and broadband.

The frustration is compounded because of the difficulty contacting customer service.

Now, though, Bulldog says that it's responded to the "demands of its growing customer base" by opening two new call centres last week. It plans to and double the number of customer service staff by the end of the month.

It is also working with BT "to improve the provisioning process which causes delays and errors in connections driving most complaints".

The local loop unbundling (LLU) operator also announced it had launched "a new online provisioning tracking system giving customers complete visibility and tracking of their order" as well as "new billing and customer order provisioning systems".

The result of all these measures is that punters will see a "marked improvement [in customer service] by the end of the month," a spokeswoman told The Register.

Which is just as well, for if Bulldog fails to remedy the situation swiftly it could lead to a formal investigation by telecoms regulator.

For like The Register, Ofcom has been receiving complaints about Bulldog from unhappy punters.

Complaints like this one: "My supposedly 8 meg Bulldog line was activated two weeks ago. Since then I have been unable to receive incoming calls and my DSL line keeps losing sync. After numerous calls to Bulldog support after one week my telephone was repaired, however my DSL line is unusable. Trying to contact Bulldog is a nightmare. They say they will call you back but don't, leaving you in the same place as you started - ie no service."

A spokesman for parent company C&W shrugged off the problems that have dogged its retail ISP: "Although vocal, the number of customer complaints remain a small proportion of Bulldog's customer base. Bulldog undertakes regular customer satisfaction [surveys] and satisfaction rates are rising steadily.

"Bulldog's priority is to lead in both innovation and customer service and its management is striving towards that amid huge interest in its products. Where there are instances where service levels have fallen below the standards our customers expect, we offer our apologies," he said. ®

Related stories

Bulldog thumped for misleading boxing ad
Bulldog faces Ofcom complaints
Bulldog removes 'best broadband provider' claim from website
ISPA wins assurances from Bulldog
ISPA contacts Bulldog over spike in customer complaints
Bulldog fingered for misleading radio ad

The Essential Guide to IT Transformation

More from The Register

next story
Scotland's BIG question: Will independence cost me my broadband?
They can take our lives, but they'll never take our SPECTRUM
Bring back error correction, say Danish 'net boffins
We don't need no steenkin' TCP/IP retransmission and the congestion it causes
Auntie remains MYSTIFIED by that weekend BBC iPlayer and website outage
Still doing 'forensics' on the caching layer – Beeb digi wonk
NBN Co adds apartments to FTTP rollout
Commercial trial locations to go live in September
Samsung Z Tizen OS mobe is post-phoned – this time for good?
Russian launch for Sammy's non-droid knocked back
Telstra to KILL 2G network by end of 2016
GSM now stands for Grave-Seeking-Mobile network
Seeking LTE expert to insert small cells into BT customers' places
Is this the first step to a FON-a-like 4G network?
What FTC lawsuit? T-Mobile US touts 10GB, $100 family-of-4 plan
Folks 'could use that money for more important things' says CEO Legere
prev story

Whitepapers

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.
The Essential Guide to IT Transformation
ServiceNow discusses three IT transformations that can help CIO's automate IT services to transform IT and the enterprise.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
How modern custom applications can spur business growth
Learn how to create, deploy and manage custom applications without consuming or expanding the need for scarce, expensive IT resources.
Build a business case: developing custom apps
Learn how to maximize the value of custom applications by accelerating and simplifying their development.