Feeds

Bulldog mulls LLU complaint against BT

Blame game

  • alert
  • submit to reddit

Boost IT visibility and business value

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

Build a business case: developing custom apps

More from The Register

next story
Video of US journalist 'beheading' pulled from social media
Yanked footage featured British-accented attacker and US journo James Foley
Kate Bush: Don't make me HAVE CONTACT with your iPHONE
Can't face sea of wobbling fondle implements. What happened to lighters, eh?
Caught red-handed: UK cops, PCSOs, specials behaving badly… on social media
No Mr Fuzz, don't ask a crime victim to be your pal on Facebook
Ballmer leaves Microsoft board to spend more time with his b-balls
From Clippy to Clippers: Hi, I see you're running an NBA team now ...
Amazon takes swipe at PayPal, Square with card reader for mobes
Etailer plans to undercut rivals with low transaction fee offer
Microsoft exits climate denier lobby group
ALEC will have to do without Redmond, it seems
Assange™: Hey world, I'M STILL HERE, ignore that Snowden guy
Press conference: ME ME ME ME ME ME ME (cont'd pg 94)
Call of Duty daddy considers launching own movie studio
Activision Blizzard might like quality control of a CoD film
US regulators OK sale of IBM's x86 server biz to Lenovo
Now all that remains is for gov't offices to ban the boxes
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.
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.
Top 8 considerations to enable and simplify mobility
In this whitepaper learn how to successfully add mobile capabilities simply and cost effectively.
Rethinking backup and recovery in the modern data center
Combining intelligence, operational analytics, and automation to enable efficient, data-driven IT organizations using the HP ABR approach.
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.