Looking for a broadband provider in the UK? Stay away from Bulldog.
Sure, their ADSL package is very fast - when it works.
But sadly it doesn’t always work and good luck on getting through to Customer Services - they don’t have enough staff to answer calls and their exchange can’t handle the call volume. In my experience, you can only get through one time in ten. (Oh and I should add that they only work from 8am to 9pm so god help you if you’re working from home on something urgent and your internet connection and phone line both go down at midnight.)
And don’t expect any help when you do get through. Each department seems to be on a different system and cannot see any notes on your account or records of calls placed by staff elsewhere in the organisation. So expect to have to repeat everything to everyone you speak to, again and again and again.
There seem to be no managers or supervisors - and no one is willing to call you back or give you a contact number for someone capable of actually helping you with your problem.
Of course, you can always email them if you can’t get through on the phones, like I did on 31 March this year after my phone line went down and stayed down for voice calls followed by my broadband connection several days later (they supply both on the same line: I don’t know why one worked, for a while, without the other).
No reply. Or to my resending it on 4/04.
Sending it a third time on 7/04 got an answer the next day - a template answer that ignored the content of my email and my description of the problem and gave me a list of patronising questions (Is your computer switched on? Dammit, I knew I was missing something simple…).
Somehow I found the patience to answer these and to repeat my original complaint.
I was told it had been forwarded to the technical department.
I got a call from an engineer the next day telling me that my line was working because they could see I’d used it since my last email. I explained to him that my issue was rather that the line had died for several days without explanation and I wanted to know why this had happened so that they could work on making sure it did not happen again. It turned out that the customer services employee had not forwarded my details at all to his department, simply told them that my line was not working. He promised to look into it and call me back.
He never called back.
Since then, nothing. And the line has gone down several times. I have emailed their customer service and technical departments each time - and even, as desperation grew, their public relations department. No answer. Not even a courtesy email.
The other week I woke up to find I had no broadband or phone line. I work from home. I cannot do my job without access to the internet.
Three hours on my mobile to bulldog customer services and six members of staff later, I finally had a supervisor on the line who was able to tell me that my local exchange was down, that they were working on fixing it, that she was sorry no one had answered any of my emails, they were short staffed and training new people. I asked to get my money back for the last month’s bill in compensation and she agreed.
My bill has just arrived. Guess what. No compensation. And their phone lines are all engaged.
UPDATE: 1/6/05
I have finally been credited with the promised refund. I still stand by my original statement, however. Bulldog Broadband’s customer service is the worst I have ever encountered. I would not recommend the service to anyone.