Internet surfers critical of telecoms engineers

Telecoms engineers have been criticised in a new survey that found 76 per cent of consumers have to book a follow up appointment to fix a problem.

The survey, conducted by ISPreview.co.uk, spoke to 1,534 Internet users with 89 per cent of them having called out an engineer at some juncture with 72 per cent of the original number having to call out engineers at least three times in the past three years.

“The performance of telecoms engineers clearly leaves much to be desired and that’s when they do eventually turn up," said Mark Jackson, founder of ISPreview.co.uk. "On the other hand telecoms networks are notoriously complicated and often difficult to diagnose. Problems like this can then be exasperated by criminal theft of cable and extreme weather, such as flooding or heavy snow, which frequently forces engineers to delay other work as they refocus upon core repairs."

When it came to waiting for an engineer to visit, 81.6 per cent had someone turn up within five days with 4.1 per cent waiting 10 days and just 3.3 per cent waiting for 15 days or more, with the remaining 10.9 per cent never needing an engineer in the first place.

The responsibility for the problems shouldn’t just fall on the engineers and companies, with Jackson of the belief that regulator Ofcom and the Internet service providers [ISPs] should shoulder equal blame for the problems.

“Better communication with end-users, greater flexibility for booking appointments, improved consumer engagement over compensation for mistakes or delays and stiffer quality standards would go a long way to lifting satisfaction. At the same time it should be said that home broadband services will always play second fiddle to the more expensive business lines and their strong service level agreements," Jackson added.

Image Credit: Flickr (Walt Jabsco)