Ms Carolan Lennon:

No. Normally, if one presses the option on the IVR for a fault, one gets through to the tech support team and it will do some kind of triage to make sure the problem is not the person's modem before we send out a field engineer. Generally - I cannot say every single time because sometimes people miss something - that works very well. It then goes to the UG and the field guy gets it and he goes out to fix it. The problem we were having was that elderly customers in particular could not get through to raise their faults. They are not comfortable with the online forms. Some people are grand going online but some people are not. The elderly customers were not necessarily comfortable with online forms. The delay, therefore, was in getting the fault reported, not in our receiving it and getting it to the field guy to fix.