This is not an ad, but credit where credit is due.
On Monday, I had one of those days where nothing goes right. Tax bill, court summons and to cap it all when I got in, both my TV and internet were down. It was too late to go swimming so hunkered down for a boring evening.
I called SFR (my tv and internet provider) from my mobile. I was very quickly put through to an engineer who led me through a few steps that did not rectify the problem. The engineer informed me that it was a fault on the France Telecom line so I thought: here we go, batten down the hatches for 5 months of SFR throwing the baby to France Telecom and France Telecom throwing it back to SFR with me acting as communications agent between them. During the one and only conversation I had with SFR, they instantly alerted France Telecom to the line problem and told me they could do nothing that evening but would keep me updated. Again I thought: here we go.
Yesterday, Tuesday, I received a text mid-morning from SFR telling me that the problem had been reported and that an intervention had been opened. I went onto my client space on SFR website and was able to follow all the stages. When I got home on Tuesday evening all had been repaired and I had a voicemail waiting for me from a real person to say that the problem should have now been rectified, however if I still had any issues to call them straight back.
SFR brilliant. Reported problem Monday by Tuesday they had contacted FT and solved the problem. I was informed every step of the way.
Since I no longer rent a line from FT I'm wondering whether SFR have bigger clout when they contact FT, because I know if I had contacted them, it would have taken weeks.