This goes from bad to worse. Mid afternoon, and no sign of an engineer.
Start the round of phone calling:
Accounts manager "no idea what's happening, will makes some calls and get back to you" hour and a half later nada.
Now I call the tech support bods. "your accounts manager was going to call you, BT will be coming on Monday"
Not surprisingly I literally hit the roof. Our business is going down the pan. I'm literally having to massage the server as it just can't handle the volume of email via dial up, meanwhile the only analogue phone line (everything else is ISDN into a PABX so there is no way of conecting an ISDN modem) is effectively permanently engaged by the server so nobody can send or receive faxes. Some software we use to update website listings of available property, receive and submit electronic reports just won't work on dial up, and in any case 15 users into 1 dial up modem just won't go so anything internet is impossible.
After putting a rocket up the tech guys line manager's backside I do get called back. "It's a BT Wholesale problem. We're raising it with their engineering management. They seem to have a problem that their database shows an engineer booked for Saturday or Monday (two conflicting records so who knows if any are correct).
Effectively Clara are just giving us the brush off and blaming everyone else. It may not be there direct fault but they fail to grasp the fact that our contract is with Clara, not BT wholesale.
I keep getting told by Clara that there is no SLA because it's ADSL. In reality it's just that Clara haven't kept up to date with their products. A quick look at the BT Business Broadband site shows that for a similar monthy fee I would have a guaranteed repair in 24 hours. At this rate with Clara it's going to be at least a week!
Simple fact. Clara.net you are an absolute shambles.