Tech customer service done well

[pseudomonas]

BE broadband had an outage this morning for a few hours. I was very pleased that rather than gambling that I'd be out the house and not notice it -- and hence leaving me to do the is-this-at-your-end-or-mine diagnosis and work out who to phone -- they sent both an email and a text message notifying me about the outage while it was still happening and reassuring me that they were working on fixing it. (It's now fixed)