Never mind apparently failing to share information with its parent company Bell, Northwestel seems to have a pretty deficient internal communications system, too.
Whoever’s managing the company’s Twitter feed posted that a cable cut disrupted service yesterday. Unfortunately, that person seems to have chosen not to share this information with other people in the company.
Since service levels do not seem to have recovered since that event (it’s taking upwards of 30 seconds to load web pages today), I called Northwestel’s customer service line to ask for more information.
The customer service rep I talked to was caught flat-footed. He didn’t even know that a cable had been cut or that service had been disrupted. When I mentioned the tweet he went silent.
I felt sorry for the guy. I’d inadvertently blindsided him with information that his managers should have prepared him to respond to. But instead he was completely off guard and unable to provide me with any information at all.
Smooth, Northwestel. Real smooth. You’re a tele-what company?