Feeds

Bulldog intros 'major' measures to combat complaints

'Marked improvement' due shortly

  • alert
  • submit to reddit

Secure remote control for conventional and virtual desktops

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

Top 5 reasons to deploy VMware with Tegile

More from The Register

next story
Download alert: Nearly ALL top 100 Android, iOS paid apps hacked
Attack of the Clones? Yeah, but much, much scarier – report
Broadband sellers in the UK are UP TO no good, says Which?
Speedy network claims only apply to 10% of customers
Virgin Media struck dumb by NATIONWIDE packet loss balls-up
Turning it off and on again fixes glitch 12 HOURS LATER
Yahoo! blames! MONSTER! email! OUTAGE! on! CUT! CABLE! bungle!
Weekend woe for BT as telco struggles to restore service
Fujitsu CTO: We'll be 3D-printing tech execs in 15 years
Fleshy techie disses network neutrality, helmet-less motorcyclists
Facebook, working on Facebook at Work, works on Facebook. At Work
You don't want your cat or drunk pics at the office
Soz, web devs: Google snatches its Wallet off the table
Killing off web service in 3 months... but app-happy bonkers are fine
prev story

Whitepapers

Why cloud backup?
Combining the latest advancements in disk-based backup with secure, integrated, cloud technologies offer organizations fast and assured recovery of their critical enterprise data.
Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
How to determine if cloud backup is right for your servers
Two key factors, technical feasibility and TCO economics, that backup and IT operations managers should consider when assessing cloud backup.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Getting ahead of the compliance curve
Learn about new services that make it easy to discover and manage certificates across the enterprise and how to get ahead of the compliance curve.