The “Blame Game”: Why You Should Never Have to Call Your ISP Again
It is a scenario every business leader dreads.
Your internet goes down (or your VoIP phones stop ringing, or your CRM freezes). You call your Internet Service Provider (ISP). They run a test and say, “The line is fine. It must be your firewall.” So, you call your firewall provider or IT support. They check the logs and say, “The firewall is fine. It’s definitely the ISP dropping packets.”
Suddenly, you are stuck in the middle. You are wasting hours acting as a messenger between two tech companies who refuse to take responsibility.
You hired an IT partner to solve technical problems, not to give you homework.
The Cost of Being the Messenger
Support desks at large utility companies (like BT, Virgin, or Sage) are incentivised to close tickets quickly. If they can find a technical excuse to blame “your internal equipment,” they will use it to get you off the phone.
Unless you speak their language—knowing the difference between packet loss, latency, and DNS propagation—you cannot argue back.
This “Blame Game” is a silent productivity killer. Every hour you spend on hold is an hour you aren’t leading your business.
The Solution: Vendor Liaison
In the enterprise world (where I spent my career delivering projects for the NHS and Bank of England), executives do not sit on hold with internet providers.
That is the job of the Systems Administrator.
At HDP IT Services, we bring this enterprise standard to growing businesses through our Vendor Liaison service (included in our Gold Plan).
How We Handle It (So You Don’t Have To)
1. We Speak “Tech-to-Tech”
When we call your vendor, we provide specific technical evidence (traceroutes, error logs) that proves where the fault lies. We cut through the script and get the ticket escalated to a real engineer immediately.
2. We Own the Relationship
We document every detail of your third-party vendors—account numbers, technical contacts, PINs. When there is a problem, you call us. We triage the issue. If it’s an external vendor, we handle the call. You get a simple update: “We are working with the ISP; ETA 2 hours.”
3. One Point of Contact
We become the single point of contact for your technology. Whether it’s a Microsoft license issue or a broadband outage, the buck stops with us.
Stop Playing the Game
Your time is your most valuable asset. Stop spending it on hold.
If you are ready for an IT partner who takes full responsibility, let’s talk.
Book your Free IT & Cybersecurity Health Check today. We’ll review your current vendor setup and show you how we can simplify your operations.