LLU to Bulldog migration process improvement

[keith_thfc]

(just posted by a Bulldog staff member on AG - have posted here as may be of interest to those on f2s LLU)
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Posted by hbg (member)
Posted on Wed 07-Dec-05 15:19:38


LLU SMPF has been removed from the incompatible products list for LLU (F)MPF

it is now treated exactly the same as IPStream et al, BT performs a PSTN cease and Bundles the line to Bulldog...

In short, if you place an order, the current service will be disconnected at the time of activation, the customer does not have to do anything (ie no MAC etc).

Steve

Bulldog Communications

http://bbs.adslguide.org.uk/showthre...=0#Post2170135

[artee2]

I wouldn't mind Bulldog buggering up my internet access for a few days but letting them play havoc with our voice line would just about finish Mrs artee off

How is something that makes it easier to move towards bulldog an improvement??

[keith_thfc]

BD have cleaned up their act considerably since the smacked wrists they got in the summer. Back then one of their reps phoned me up after my exchange was enabled and I just laughed at him - due to the fact their customer service reputation was so poor. Mind you at the time I was with Zen not f2s :-)

I've been monitoring the BD forums in recent weeks and have been impressed with some of the comments.

For me I am attracted to them now because they have an 0800 support number open 7 days a week, outside office hours during weekdays.

[keith_thfc]

Well I spoke to BD earlier this evening and had a long chat about the ins/outs of migrating from f2s LLU to their 8 meg service.

Customer services couldn't answer all my questions so they referred me to sales (UK based), who did a very good job and ticked all the boxes re questions I had on exchange contention and migration. Both calls were answered very quickly and this was around 7.45pm.

The customer services line is outsourced. This was my major gripe when I was with AOL as they just read off scripts (which is exactly what I got from BD) but at least I got through quickly, to someone on an 0800 number.

I know quality of support at BD will be largely script-based but I've read its been of a reasonable quality since the complaints earlier in the year. Also, there appears to be some BD staff on the AG forums which provides some comfort.

So I'm going to sleep on it and make a decision over the next day or so.

[keith_thfc]

I got it wrong before about Bulldog customer services/tech support - it is UK based.

[donegal]

Back then one of their reps phoned me up after my exchange was enabled and I just laughed at him

Uhoh... I bet they're just waiting for you to join them. You can hear them rubbing their hands together.....

[keith_thfc]

Originally Posted by donegal

Uhoh... I bet they're just waiting for you to join them. You can hear them rubbing their hands together.....

ROFL

Thanks for the post Keith,let me/us know how you go with the migration, i used to be Bulldog customer,but decided to try something different so came to F2S, have had some issues with F2S, so i am interested on how your migration goes.

Thanks

[keith_thfc]

Spoke to Bulldog Customer Services this morning about my migration from existing f2s LLU line and was told that BD Sales had "lied" to me about the way it works when I spoke to them prior to signing up last Thu.



The lady said that sales "keep lying to customers", in order to sign people up, and that it was not as straightforward as I had been told. She mentioned she would have to raise this with management again.

Sales told me BD would contact me with a migration date and then I should contact my existing ISP. But BD customer services said I have to cancel with my existing ISP first.

Sure its a bit of a technicality and I can live with the occasional misunderstanding but when it was suggested that customers being lied to is a regular occurence I was gobsmacked.....

Have since changed my mind about moving to BD and am requesting to cancel my order. Have experienced a lot of poor service from different ISP's in the past year but this is simply beyond the pale....

[bobrowlands]

The bulldog is a snappy beast eh........

[keith_thfc]

I just cancelled my Bulldog migration.

The customer service guy didn't seem at all suprised that I'd been lied to and didn't even try to persuade me to stay.

As much as I dislike f2s at the moment they clearly aren't in the same league as BD. My f2s speeds improved last night so might see how things go.....

[keith_thfc]

Someone at Bulldog who usually knows his stuff has said the following to me:

"It looks like BT are still rejecting these (LLU) orders as incompatible (I'll have to escallate to find out why), so sales were wrong, Customer service were right!"

So it appears that the process of migrating from LLU on a BT line to Bulldog is not yet confirmed with all parties.