Feeds

Bulldog mulls LLU complaint against BT

Blame game

  • alert
  • submit to reddit

Top three mobile application threats

Bulldog - which has received a barrage of complaints about its unbundled broadband and telephone service - is considering lodging a formal complaint against BT over its alleged failure to migrate punters over to the Cable & Wireless (C&W) owned ISP.

At a shareholders meeting on Friday, C&W chairman Richard Lapthorne touched on the problems that have dogged its local loop unbundling (LLU) operator. In particular, he appeared to blame BT for its "inconsistent" provisioning of new punters.

Said Lapthorne: "In broadband, over the last few weeks, Bulldog has begun to improve customer provisioning. We are encouraged by comments and feedback from customers who are experiencing its 8 meg broadband and telephone services.

"However, in the area of provisioning in particular, the level of service remains inconsistent as we work with BT - after their relatively recent introduction of automated procedures - to enhance the quality and accuracy with which telephone lines are transferred to the Bulldog network.

"This, together with the interest in our new services, has resulted in higher than expected call volumes to Bulldog customer support. We have recruited and trained further customer support staff, in line with our plans, and introduced automated tracking systems to reduce call volumes. We expect to see material improvements over the summer."

However, The Guardian reports today that Bulldog is considering a formal complaint against BT because the telco has failed to meet key performance targets. Bulldog reckons that fewer than six in ten unbundled lines are delivered on time. Of those that are, half had faults.

Bulldog was contacted to comment on the report. However, no one from the company returned calls by the time of writing.

A spokeswoman for BT told us: "There are some provisioning problems but not the kind of problems that would impact them meeting their volumes."

Last week Bulldog announced it had introduced "a major package of measures" to help cope with complaints about its internet and phone service.

The broadband ISP is 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 has 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. ®

Related stories

Bulldog intros 'major' measures to combat complaints
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

3 Big data security analytics techniques

Whitepapers

Mobile application security study
Download this report to see the alarming realities regarding the sheer number of applications vulnerable to attack, as well as the most common and easily addressable vulnerability errors.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.