Story: Bulldog fixes broadband problems

Posted by: saj hameed (Monday 4 July 2005, 11:46 AM)

Hi,

I upgraded to Bulldogs telephone / 8mb broadband service....I have typed so many emails on this including one to ajennings@arbitrators.org which I have detailed below....still no reply from Bulldog or the arbitrators....

I originally placed my order in early April, the service was eventually activated 29 June!!

I wanted to bring this to the attention of any customer considering leaving BT for the sake of cost as the Bulldog’s ability to deal with issues seem to relate to the famous saying “you get what you paid for”

1st July - I managed to obtain from Bulldog staff a mobile number (more cost!) of a ‘senior’ representative. Katrina rather bluntly advised that Bulldog have made errors and that no promise could be made with regards to fixing the error, maybe by the end of next week. As to why the upgrade took from April to June 29, who knows. I pointed out that this was unacceptable given the fact that I had a fully function phoneline before the upgrade.
Katrina promised to transfer all my incoming calls to my mobile to ‘soften the impact’ by 4.30 no divert had been put on, Katrina is now on holiday for a week!

4th July…..Still no incoming calls…..No sign of resolution from Bulldog?

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EMAIL TO ajennings@arbitrators.org

Good morning,

Please may I seek your advice / guidance concerning Bulldog Communications LTD's continual service failings.

I have been a Broadband (DSL) customer of Bulldog Communications Ltd for at least 18 months, during which I have had very little contact with their Customer Service area.

In April I was invited via email (as an existing customer) to upgrade my Internet service and transfer my telephone service over to Bulldog Communications Ltd.

The packaged deal on offer was good, so I telephoned their Sales area to place the order. I received an email confirming my order and service will switch over from BT within the next 30 days.

Mid May, I have heard nothing, attempted to call their Customer Services without success, "we are experiencing large call volumes, please try later".

I sent an email to Customer services@ mailbox for an update, no reply. I forwarded a copy to complaints@ mailbox, an automated reply advising that a rep will call shortly, no reply to date?

Further emails were sent, mid May I received an email advising that "as an existing customer Bulldog Communications Ltd currently have no upgrade procedure in place" but given the circumstances Bulldog Communications Ltd would "honour" my application.

I sent an email to complaints@ mailbox requesting clarification, as at this stage I was unsure of whether the order was in place or not?

June, I now receive an email advising that the activation date would be 29th June....

29th June, service is activated, 2.30pm I am inundated with calls on my mobile querying as to why no one is answering the home phone?

Further investigation reveals that I have 8mb Broadband, a crackling phone line, and no incoming phone calls?

Attempted to call Bulldog Communications Ltd, "we are experiencing large call volumes, please try later". 7.30pm I am finally at a stage where I am in a queue, 55 minutes later I am connected.

Explained that I have upgraded and now no one can call my landline. When I ring 01634 ****** (my ported BT no) from my mobile I hear a ringing tone on the mobile but the landline does not ring? When I dial my mobile number from my landline the mobile rings, but it displays 01634 ******? When I ring 01634 ****** from by mobile I hear a ringing tone but the landline still does not ring?

The rather blaze advisor pointed out this could be due to an 'incorrectly positioned jumper', a call would be logged with an engineer, the fault is with BT and not Bulldog, this would take at least 48 hours!

I told the advisor that this is not acceptable. I cannot believe