4 key principles that good ISPs uphold

Posted on Nov 02 2016 by Darren Farnden | Comments Off on 4 key principles that good ISPs uphold
Categories : Reselling, Resources, Sales, Support

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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Does bigger mean better when it comes to customer service?

Posted on Sep 22 2015 by Neil Watson | Comments Off on Does bigger mean better when it comes to customer service?
Categories : Broadband, Reselling, Support

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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How important is a network anyway?

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

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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Can suppliers really compensate for loss of broadband?

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

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
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!

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Your ISP’s technical support – what’s important to you?

Posted on Jan 13 2009 by Claire Dutton-Merrills | 12 Comments
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Categories : Support

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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