Zzoomm Steps in After Cable Damage Crisis
Zzoomm Saves the Day: Fast Repair and Neighbourly Support After fibre cables Damaged by Traffic Accident
Zzoomm, the Full Fibre broadband provider, lived up to its reputation after customers were left without a broadband connection when a vehicle damaged overhead cables in a traffic accident. Demonstrating its commitment to fast, reliable service, they restored service by running new fibre cables overhead within 6 hours of the incident. Zzoomm further restored service to more than their own customers, in a show of community spirit, when the neighbour was in dire need.
The Monday morning disruption occurred when an over-height vehicle damaged fibre cables connecting multiple homes to the internet along Northallerton Road, Brompton. The vehicle tore down the overhead cables on the telegraph poles as it drove down the road. The disruption not only affected Zzoomm customer Peter Robson, but many residents utilising the BT Openreach infrastructure on the very same telegraph poles.
Zzoomm immediately dispatched Regional Manager Craig Foggo to assess the situation and put together a plan to get all the effected customers reconnected. Hours later that same day, Akeel & Issy, two Zzoomm Field Service Engineers arrived on-site to make the repairs and to restore the connection successfully to the affected Zzoomm customers.
However, with the fibre cable damage affecting more than just Zzoomm’s network, some were reliant on other network operators to fix their connections.
“BT weren’t bothered. Betty, my elderly neighbour had her son reach out to BT who weren’t bothered. Despite her condition they couldn’t get someone out until Wednesday.” – Peter Robson, Zzoomm customer
Peter’s 93-year-old neighbour, Betty, relies on her broadband to stay connected, using her Alexa to make telephone calls. With no broadband and no sign of a quick fix, Betty was left isolated.
Peter wanted to help Betty and asked Craig what Zzoomm could do. Unable to repair and reconnect the BT infrastructure, Craig came up with an ingenious solution to help connect Betty right away. Craig installed one of Zzoomm’s Wireless Range Extenders in Betty’s home, connecting it to Peter’s now up back up and running Zzoomm Full Fibre broadband service, allowing Betty to piggy-back off Peter’s connection and stay connected to her family.
From the initial report of the accident to the final fix, it took around 6-hours for Craig, Akeel and Issy to get Zzoomm customers & Betty reconnected.
Peter Robson, Zzoomm customer,
“That morning everything was fine, my wife went out about 8:10 in the morning but by the time she came back around 8:45, she asked ‘what are those cables doing down the drive’. I went to have a look, I walked out to the road and that’s when I saw the cables along the other side of the road just laying across the floor. That’s when I realised something had hit and hit the neighbours’ cables too, not just ours. I went straight on the phone with Zzoomm and reported it. On the call they said they’d let me know a time someone would arrive to take a look. I was called by 10:30 with assurances that someone would arrive at 13:00, well Craig arrived at 12:00 to assess and that’s when I told him about Betty next door.
BT weren’t interested. Betty, my elderly neighbour had her son reach out to BT who weren’t bothered. Despite her age and health condition they couldn’t get someone out until Wednesday. We were disgusted. Craig said he wasn’t having that.
We went straight round to Betty’s, Craig placed a booster in Betty’s bedroom which was strong enough to pick up my Wi-Fi so that Betty could use her Alexa.”
Chris Collinson, CCO of Zzoomm commented:
“The incident in Brompton, Northallerton, is a clear example of our team’s dedication to our customers and the wider community. I’m incredibly proud of Craig, Akeel and Issy for taking the initiative and going above and beyond to ensure even those who weren’t Zzoomm customers, like Betty, could stay connected when they needed it the most.
Connecting communities defines us a company.
Zzoomm are committed to delivering fast, reliable broadband services to our customers, and sometimes to those who aren’t yet.”
