Tiscali #1, Virgin #2 for customer satisfaction

PeterC

On Thu, 6 Dec 2007 22:08:12 -0000, tony h wrote:

> "Nigel Cliffe" <me@privacy.net> wrote in message
> news:fj9kf7$km4$1$8300dec7@news.demon.co.uk...
>>
>> Statistically, I would expect none of the regulars in this group would
>> have been sampled.
>> There are far fewer than 100 regular participants, and many are not on
>> mass-market ISPs.
>
> good point there, it would be interesting to know if anyone technically
> savvy enough to use this group is using one of the big 8 ipstream providers
> (tiscali, virgin, sky, aol, orange, pipex, talktalk and bt)
>
> i have tried a couple of them, but i learnt from my mistakes.

Guilty!
Went with Homecall about 3 years ago, then got 'taken over' a couple of
times.
Twitched towards changing about 5 months ago (but about 250 people know my
e-mail addy, so...), rang Homecall and got 'up to' 8M (actually, the rep.
said I'd get 1.5M and it's usuall 1.6 - 1.8), 'phone calls and line rental
for £24pcm.
So far, no problems at all. Just wait 'til I have to call India or
wherever! :-(
--
Peter.
You don't understand Newton's Third Law of Motion?
It's not rocket science, you know.

Michael Swift

In article <6e05af35-19f5-4909-9997-9a6fc6636170@y5g2000hsf.googlegroups
..com>, naza <naza911@googlemail.com> writes
>All I can say is dont believe it. The Sample of people that were taken
>for this survey were a tiny 1600 out of the possible 11 Million
>Households with broadband. And it probally was one of those paid survey
>as well. So this poll tells you nothing about what is the real state of
>customer service in the broadband sector. From what I hear Virgin are
>really quite bad, I am with sky and they are no better, and tiscali from
>someone who advised me not to go to them when I was looking for
>broadband, are no better either.

Perhaps it was a typo and they missed out the dis.

I know Virgin get a lot of stick but on the few occasions I've needed to
speak to them I've found them helpful, the real problem is actually
getting to speak to someone in Britain who doesn't read, badly, from a
script.

The last time I was waiting for almost 20 minutes for them to answer but
then I have a Virgin land line so the call was free.

Mike

--
Michael Swift We do not regard Englishmen as foreigners.
Kirkheaton We look on them only as rather mad Norwegians.
Yorkshire Halvard Lange

Eeyore

Carl Waring wrote:

> "Gonz" <T o p @ S e c r e t . c o m> wrote in message
> > "Eeyore" <rabbitsfriendsandrelations@hotmail.com> wrote
> >> Carl Waring wrote:
> >>
> >>> Full results here:
> >>> http://www.jdpower.com/telecom/ratin...ovider-ratings
> >>
> >> Those are US ratings you nitwit.
> >
> > A true plonker.
>
> I guess you missed my 'correction' post, made about ten minutes after the
> original

A better idea would have been to check your 'sources' before quoting them !

IDIOT !

Graham

Nigel Cliffe

naza wrote:
> On 6 Dec, 17:09, alexd <troffa...@hotmail.com> wrote:
>> http://www.theregister.co.uk/2007/12...cali_jd_power/
>>
>> Can you say "not statistically significant"?

> All I can say is dont believe it. The Sample of people that were taken
> for this survey were a tiny 1600 out of the possible 11 Million
> Households with broadband.

Its a large enough sample to do a valid piece of market research if the
questions and sample profile are done correctly.


> And it probally was one of
> those paid
> survey as well.

I've no evidence of this, perhaps you have some ?


> So this poll tells you nothing about what is the
> real
> state of customer service in the broadband sector.

It tells you quite a bit. An awful lot of customers are satisfied by low
prices.

I guess most don't need support desks, and most don't encounter billing
nightmares. I also guess that most customers are not aware of how fast (or
slow) their access is compared to what it might be elsewhere.

Technical newsgroup participants are mostly "expert" level internet users
with an interest in technology, a small niche of less than 10% of the total
customer base (arguably less than 2%).




- Nigel (ex R&D at BT, with access to raw customer market research data when
I was there )



--
Nigel Cliffe,
Webmaster at http://www.2mm.org.uk/

Gizmo.

"Ali" <me@privacy.net> wrote in message
news:3uWdnXsHQLHx6MXanZ2dnUVZ8tWvnZ2d@pipex.net...
> It was Virgin ADSL.
>
> I would prefer to keep my new/old ISP anonymous,

Lol !

inetnum: 81.178.64.0 - 81.178.127.255
netname: PIPEX-DSL-DYNAMIC
descr: ADSL Dynamic ....

etc etc etc

Eeyore

Daffy Duck wrote:

> Eeyore wrote:
> > max wrote:
> >> "Eeyore" wrote
> >>> Paul wrote:
> >>>> "Ali" wrote:
> >>>>
> >>>>> Sorry for the depressing post, but I feel better now for getting
> >>>>> that off my chest! ;-)
> >>>>
> >>>> .....and which ISP are you now with?
> >>>
> >>> I don't know why he/she wouldn't say but the headers reveal that it's
> >>> Pipex. I didn't think they were actually all that great these days
> >>> but just about anything is better than VM.
> >>
> >>
> >> I knew you couldn't resist
> >
> > Resist telling the truth ? No. I'm all in favour of that.
>
> Since when?

Since ever.


> >> - just waiting for the IDnet plug!
> >
> > I didn't have one in mind but since you mention them they are indeed an
> > excellent ISP.
>
> An excellent ISP that gave you a 334ms ping to a UK server and doesn't
> allow you to d/load from Astraweb at your full speed.

How do you know it's a UK server ?

It was yourself who was so critical of web-based tests remember you stupid
irritating whiney prick.

Name any UK domain(s) and I'll post the ping results for you. Go on give me
a list of 10 say.

Graham

naza

> Technical newsgroup participants are mostly "expert" level internet users
> with an interest in technology, a small niche of less than 10% of the total
> customer base (arguably less than 2%).

True, Most people on newsgroups normally do have a lot of knowledge or
at least above the normal user. They also probally know about stuff
like thier speeds and actually care about what they are paying for.
You are right in saying that broadband is cheap in the UK, compared to
some countries but we are coming close to the limits of ADSL
broadband, by the end of BT's 21CN network all exchanges will be
running ADSL2+ and then it really is the end for Internet over copper
phone lines unless a new technology is developed.
Its quite unblieveable that a 0.0145% sample can reflect a clear image
of what customer service is like. Probally good to hear from one of
the people that did the survey, might be a bit a little hard, 1 in
every 6875 people took the survey, not sure how many view this group
though.

Eeyore

Carl Waring wrote:

> Full results here:
> http://www.jdpower.com/telecom/ratin...ovider-ratings

Those are US ratings you nitwit.

Graham

Daffy Duck

On Fri, 07 Dec 2007 17:07:38 +0000, Eeyore wrote:

> Carl Waring wrote:
>
>> "Gonz" <T o p @ S e c r e t . c o m> wrote in message
>>> "Eeyore" <rabbitsfriendsandrelations@hotmail.com> wrote
>>>> Carl Waring wrote:
>>>>
>>>>> Full results here:
>>>>> http://www.jdpower.com/telecom/ratin...ovider-ratings
>>>>
>>>> Those are US ratings you nitwit.
>>>
>>> A true plonker.
>>
>> I guess you missed my 'correction' post, made about ten minutes after the
>> original
>
> A better idea would have been to check your 'sources' before quoting them !
>
> IDIOT !
>
> Graham

And you're not an idiot...this from someone who asked where i live to check
if i really could get full speed on VM's 20 meg, and didn't seem to realise
my IP is in the headers and he could find out the area and UBR i'm on in
less than a minute.
This from someone who asked how i knew his 334ms ping was from a UK
server,here's the link you posted
http://www.speedtest.net/result/208205290.png....notice in the bottom left
it gives the name of the location you used....Maidenhead.
This from someone who insisted that because he can't get his full speed
from Astraweb i must be lying when i said i do.

Gonz

"Gizmo." <Nothome@right.now> wrote in message
news:qSa6j.71721$zQ7.19401@newsfet20.ams...
>
> "Ali" <me@privacy.net> wrote in message
> news:3uWdnXsHQLHx6MXanZ2dnUVZ8tWvnZ2d@pipex.net...
>> It was Virgin ADSL.
>>
>> I would prefer to keep my new/old ISP anonymous,
>
> Lol !
>
> inetnum: 81.178.64.0 - 81.178.127.255
> netname: PIPEX-DSL-DYNAMIC
> descr: ADSL Dynamic ....
>
> etc etc etc

Everyone, meet Gizmo...
Smart arse who likes to think he impresses people.