Why I would not risk switching from BT even though it costs more.

This afternoon my BT Infinity line went down. Luckily I was able to browse the net over an old netbook using Vodafone and find a phone number (after the BT website I Googled told me my number was invalid and would not let me use online reporting: I suspect I was looking at a consumer website for a business line – but it did not tell me).

Once I rang the phone number I was, however, impressed.

A nice Scots girl answered almost immedately and asked for the phone number and details.

She had my account details up, again almost immediately and talked me through a series of tests using software already downloaded into my desktop as part of the Infinity package, giving me a quick commentary on what she was asking me to do and why.

She concluded that there was a problem and put me on hold for five minutes while she ran a fuller set of diagnostics and consulted her supervisor.

Almost immediately the line came back up,

She explained that running the diagnostics might well have alerted the exchange to the problem and/or that I was affected by a problem on which they were already working.

She also said that the fault would be reported anyway for attention tomorrow morning, but it might well be that response would simply be that the fault had been found and corrected.

The whole process took barely thirty minutes, from start of phne call, compared to the fifteen minutes to get through and hour to blag a engineering visit of my last problem (which admittedly took the engineer over four hours of work on line, cabinet and exchange). That was, however, a great improvement on seven to ten days to get an engineering visit booked, when I had two services (one BT, one not), during the collapse of customer service that followed local loop unbundling, Luckily my dual sourcing worked. Both lines passed through the same physical exchange building but never went down at the same time.

I may gripe about the need to have proper competition with regard to the construction of new network capacity and the lack of network inter-operability when it comes to operations and maintenance. But I remain a BT shareholder and my own multi-sourcing will include a BT service contract for the foreseeable future – and I am content with extra that I pay for that service. BT may be part of the problem with regard to the current faltering communications competition scene but I have no doubt that it is also part of the long term solution.

If I did not have BT Infinity would I think differently? Quite possibly. Would I like to dual source with a separate gigabit fibre to the premises link if BT did not offer me such an upgrade? Quite possibly. Do I feel sorry for those without such a choice – most definitely.