UK-based telco reseller Daisy Communications has been suffering teething problems with its acquired Telstra customer base and associated supply agreements with BT. Daisy acquired Telstra's fixed reseller agreements around a year ago.
BT is currently phasing out private connectivity technology Framestream, which affects around 120 telecommunications resellers, including Telstra, who all have active customers.
However customers are complaining that while Daisy/Telstra was aware of the staggered phase-out, it did not notify customers nor make provisions for redundancy. One customer claims that they have been offline for three days and have been told the situation will remain the same for another six.
A Daisy spokeswoman confirmed that the technology phase-out was underway but denied that any outages had occurred on the Daisy network.
"We are currently working on replacement services for 25 wholesale resellers and six retail customers who have been affected by BT's decommission of Framestream. We are doing everything we can to restore services with those who have been affected, offering to install fresh lines and DSLs, fast tracked to be delivered within a few days, and at our own cost," she told The Register.
She added: "We are keen to point out this is not an issue with the Daisy network. There are no outages on our network and these circuits affected have in fact never been connected to our network, only ever Telstra's."
She also clarified that following the acquisition of a number of resellers and customers (including those affected by this issue) from Telstra in September 2010, Daisy planned for the replacements of all affected circuits for which it had been given notice.
“This gave us sufficient time to arrange replacement services with the majority of resellers and end user customers receiving replacement services in advance. Unfortunately we did not receive notice that these affected circuits were still connected to Telstra’s network,” she revealed.
At the time of the customer acquisition, Terry Hart – CEO of Telstra EMEA – and Gareth Kirkwood – COO at Daisy Group – said the reason for the transfer of services from Telstra to Daisy Communications was because “Daisy’s area of expertise is to focus on small and medium-size customers and provide an excellent level of customer service".
Resellers have been told they will transfer to Daisy on the same terms and conditions they have been enjoying with Telstra and that the company would try to ensure that the same Business Partner/Dealer would manage their account where possible. ®