March 28, 2005
Nildram++
Despite being bought out by Pipex, it seems Nildram (who provide my ADSL line) still have some clues about them.
I rang earlier to get my password reset, because somehow in the years since I last bought a new router, I've managed to forget it. Bear in mind this is on a bank holiday, and the time was around 6.30pm, so I didn't expect much joy. The first guy I spoke to gave me a reference number, and told me someone would call me back "probably within 15 minutes" on either my recorded contact number (which turned out to be a number I no longer use), or if I preferred, on the number the ADSL was provisioned to. This suited me fine.
So I went back to what I was doing, and, when half an hour had passed, rang again to see what the score was. I gave the guy who answered my ticket number from the previous call, he quickly got up to speed with what was going on, asked me to hang up, and called me back. I told him what new password I wanted, he told me to give it up to an hour to propagate through the system, and all was once more right with the world.
So, they dealt with my problem promptly, even on a bank holiday evening. They took sensible steps to verify who I was (I had to confirm my name and address, as well as being called on the line they provided the ADSL down), before resetting my password, and they let me choose the password, without objecting to (or even sounding surprised by) the fact it was a random alphanumeric string straight out of pwgen. Rock.
Actually, I suppose it's quite sad that I was impressed by this, but I've had crap responses from other customer service departments recently, so was pleasantly surprised. I've actually been waiting for Nildram to screw up, so I have some motivation to switch my provider to Black Cat, but they've certainly not done so today. Anyway, having all my hosted services on a machine on a separate network to my ADSL link is probably no bad thing :)
Posted by James at 19:09
Tags for this entry: computers
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