Posted on Feb 28 2019 by Rachel Shropshire | Comments Off on Investing in quality customer service to drive the UK’s full fibre future
Rachel Shropshire, Service Manager
Our ambitious investment programme to help deliver a truly digital Britain that’s fit for modern business isn’t just about putting physical fibre infrastructure in the ground. It’s also making sure the innovative products and services our future proof network offers to channel partners and their customers is underpinned by the highest levels of customer service.
The recent announcement of the first £1.12bn rollout of our £2.5bn investment plan, identifying 37 towns and cities where we already have critical fibre spine assets primed for full city expansion to deliver the UK’s most advanced and intelligent full fibre network, is certainly turning heads and grabbing the headlines. However we understand that to fully deliver on our partners’ needs, we also need to continue evolving the way we work to make the experience of dealing with us as simple and as efficient as possible.
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Posted on Dec 10 2018 by Paul Heritage-Redpath | Comments Off on Cultivating a culture of continuous improvement to drive Britain’s full fibre future
The UK’s connectivity market is seeing exciting times as the country fibres up to meet the needs of modern commerce. Leading the charge in this digital revolution are those service providers that adopt a forward thinking and innovative approach to their business.
Our channel partners have an incredible opportunity to make the government’s ambitious target of connecting 15 million premises to full fibre by 2025 a reality, and significantly grow their own business in the process.
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Posted on Jun 28 2018 by Darren Farnden | Comments Off on How can you THRIVE with our new partner programme?
We’ve just launched a brand new partner programme that will provide our channel partners with the support and resources they need to THRIVE in the competitive communications market.
With no minimum targets or thresholds to achieve the programme is designed to provide superior support to ALL partners and is built upon three key principles:
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- Ensuring partners have everything they would usually expect from an award winning provider like Entanet to confidently market, sell, provision, install and support their connectivity services.
- Tailored support to match partners varying business models with everything from white label marketing resources through to pre-sales bid support.
- Direct access to the infrastructure provider that is fundamentally changing the UK’s connectivity landscape, CityFibre. As part of the CityFibre Group, Entanet is best placed to aid partners on their full-fibre journeys.
Posted on Nov 02 2016 by Darren Farnden | Comments Off on 4 key principles that good ISPs uphold
It’s great to see the channel thriving and continuing to grow. More and more businesses see the potential in Britain’s connectivity industry and this can only result in better services for consumers. But if you’re new to the game, how can you differentiate your business and compete in an environment with increasingly pressured margins?
The first thing to note is that you can’t compete on price alone, especially when it comes to data connectivity. If you do this – consistently slashing prices hoping that you’ll make money on volume of sales alone – you’ll quickly find yourself out of business. We’ve seen that resellers are having to sell more circuits at lower margins to grow their businesses; first in the broadband market and now increasingly when it comes to Ethernet too. This means that it’s becoming ever more important to differentiate elsewhere and, in our experience, it’s service where you can really distinguish yourselves from your competition.
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Posted on Sep 22 2015 by Neil Watson | Comments Off on Does bigger mean better when it comes to customer service?
In a recent Which? survey reporting on the quality of customer service amongst 100 of the UK’s leading brands, several of our industry’s major players didn’t fair too well with BT, TalkTalk and Vodafone dominating the bottom of the league table along with a number of energy providers.
The biggest gripes reported were non-UK based call centres, automated phone systems and being passed around lots of different people and departments. In comparison, friendly and helpful staff, good product/service knowledge and speed of service were listed as ways to ensure customer satisfaction.
This comes in the same week that EE announced promises to improve their own broadband customer service after ongoing complaints and a hefty fine from Ofcom earlier this year. “I’m not going to offer any excuses because broadband customer service has simply not been good enough. I promise all of our customers that service is our top priority,” promised EE customer service boss Francoise Clemes.
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Posted on Sep 05 2013 by Steve Lalonde | Comments Off on How important is a network anyway?
A customer once said to me (in quite colourful terms actually) that he couldn’t care less who owns the network, what technology it uses, where it is or how much it had cost to build-out, as long as it works. To most customers – and thus by default most resellers – that is fundamentally all that matters.
Steve Lalonde, Chief Technical Officer
I’ve heard similar views expressed plenty of times and it’s easy to sympathise with this standpoint. From the end customer’s perspective, all that matters is that the service ‘does what it says on the tin’, as it were; that it delivers what it’s supposed to deliver. But to the partner, the network can make a distinct and vitally important difference.
The first and perhaps the biggest differentiator the network can give resellers is flexibility. Most service providers offer their partners a range of services, but they’re almost always quite tightly defined in terms of the bandwidth, usage allowances, thresholds, SLAs and other features. This is because the actual network belongs to someone else. If you wanted to tailor connectivity to suit a particular set of requirements, it might be possible, but there would almost certainly be limitations and restrictions on what you could do.
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Posted on Jan 30 2013 by Neil Watson | Comments Off on Can suppliers really compensate for loss of broadband?
Late last week news emerged that a German court had found Internet access to be an ‘essential part of life’ and an ISP had been ordered to pay compensation to a customer who had suffered from a loss of DSL service for 2 months in 2008/9. This unusual decision prompted us to ask, can we really compensate for broadband outages and how would that work in reality?
Neil Watson, Head of Service Operations
Whilst end user broadband customers are probably jumping for joy at this remote possibility, in reality such a practice really isn’t practical and here’s why:
The wholesale channel
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Firstly, we believe this would never work in practice because of the UK’s channel supply model. Most UK providers are reliant on Openreach to fix faults and maintain the major BT based network which runs throughout the UK. In addition to this, unless they are LLU or cable based operators, they purchase their services through BT Wholesale and many then sell these services on to reseller partners who in turn sell to end user customers. So consider for a minute, who would pay the compensation? The end user would claim from the reseller, who would try to claim from their wholesale provider, who would in turn try to claim from either BT Wholesale or Openreach – you can imagine how much time and red tape that would cause!
Posted on Jan 13 2009 by Claire Dutton-Merrills | 12 Comments
We’ve added a new poll asking what you feel is important about your ISP’s technical support.
We’re interested to hear your input so please feel free to cast your vote irrespective of which ISP you use.
You can find the poll on the right of the screen and you can choose up to two answers.
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