Feeds

Bulldog mulls LLU complaint against BT

Blame game

  • alert
  • submit to reddit

Providing a secure and efficient Helpdesk

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

Beginner's guide to SSL certificates

More from The Register

next story
Scrapping the Human Rights Act: What about privacy and freedom of expression?
Justice minister's attack to destroy ability to challenge state
WHY did Sunday Mirror stoop to slurping selfies for smut sting?
Tabloid splashes, MP resigns - but there's a BIG copyright issue here
Google hits back at 'Dear Rupert' over search dominance claims
Choc Factory sniffs: 'We're not pirate-lovers - also, you publish The Sun'
EU to accuse Ireland of giving Apple an overly peachy tax deal – report
Probe expected to say single-digit rate was unlawful
Inequality increasing? BOLLOCKS! You heard me: 'Screw the 1%'
There's morality and then there's economics ...
Hey Brit taxpayers. You just spent £4m on Central London ‘innovation playground’
Catapult me a Mojito, I feel an Digital Innovation coming on
While you queued for an iPhone 6, Apple's Cook sold shares worth $35m
Right before the stock took a 3.8% dive amid bent and broken mobe drama
EU probes Google’s Android omerta again: Talk now, or else
Spill those Android secrets, or we’ll fine you
prev story

Whitepapers

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.
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
The next step in data security
With recent increased privacy concerns and computers becoming more powerful, the chance of hackers being able to crack smaller-sized RSA keys increases.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.
A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.