Call centre employees- WiFi issues

Laurascott

Hi! I work in a call centre and I am currently working from home. We have just been told that if we have issues with WiFi ( internet crashing, strength don't very good etc) 
We have to either make up the time or take it unpaid.  It seems really unfair as that's not something within our control. Just wondering if anyone has any advice ?

sharpe106

Not within the company control either. If they did not do that everybody would be saying the wifi wasn't working correctly. How much of an issue do you have with the wifi? I live in the countryside and very rarely have an issue. 

Laurascott

Personally I have no issue with my WiFi. But some of my colleagues have.  For example they came to fix cabling underground and so the WiFi was off for 2 days , now normally this would not be an issue. But because we have to work from home and this person cannot and it's beyond her control and she can prove its not her fault. She has to either make up 16 hours or take it unpaid. I understand it's not the companies fault and I'm fully aware that people will take liberties, but if it can be proven that it's genuine then I find it extremely harsh.

Thrugelmir

Your employer probably has two issues. One some employees are abusing the right to work from home. Secondly the call centre is already running at under capacity. Which is testing the patience of customers. 
Given you've no commute etc while working from home. Doesn't seem unreasonable to have a flexible mindset and contribute in a positive manner. Such things do get noted by management. 

rosiesposies

There is two aspects to this new homeworking that obviously effects call centre staff among many others.
If your role is to be deployed from home full time moving forward, then your contract will need to be amended to reflect this - this should be done as a collective consultation. If you do not have adequate facilities to carry out your role, then the company should consider either contributing financially to make your home set up adequate, or make you redundant and employee someone who can. I am in the exact same position with my team, all were taken on as office based staff who will now be home working, on at least 80/20% basis, permanently. lock down is temporary and demands flexibility from both the employee and the employer, but deploying all staff to home working permanently is another, contractual matter.  If it was me I would be requesting annual leave for those days, or asking the employer to meet me in the middle. I would be taking the same view as an employer.

[Deleted User]

I'm in a telephoney based and admin role and found out during home working that the company moto was you don't finish for the day until there is no more work left, as it is a 2 person team (and trust me when out of sight I think it can be lost exactly how many calls are being handled in an hour) nothing can really be taken into the next day, there is no time given back or additional pay; I'm just left really hoping it is just because it is height of season time. (I do wonder how this would be if you were sat in a physical office, giving up lunch break is one thing).  Not easy as sometimes I've felt physically sick knowing the clock has been nearing 8pm and I'm still sat working from what is deemed a salaried 9-5 job even when my employers systems have error'd, fortunately, I have had a payrise out of the working poor racket to an average salary, but I think that was needed as my electricity company emailed me this week, saying I'm only paying what I pay now due to covid19 measurements, My employer isn't the type to take feedback so I'm just saying nothing and living to reach a year done.  It does all largely depend on who you work for.

Lorian

We have provided a few of our call centre staff with CAT5e cables to improve their WIFI simply because that's easier than talking them through changing channels etc, so well worth getting yourself a cable, maybe your employer might even provide.

nannyto2

@Laurascott the reason they are doing this is because they have many desperate applications for new candidates and your job is expendable and you are now easily replaceable.

diggingdude

I am in a hard to recruit job but being expected to work from home a lot.  Openreach dug up our cables last week.  My boss was pushing that i needed to make up the time.  I reminded them my internet is my own and work are welcome to take over the bill and supply secure internet.  They have now shut up but you have to be sure they can't just sack and replace you

mobilejo

Your employer isn't responsible for everything that is outside of your control, they're only responsible for things that are within their control. In any job, there could be a million things outside of your control that would prevent you from working (car crash/sick child/return flight delayed on your holiday/you got arrested etc) - when they happen, you either take the time off as unpaid leave, holiday or sick depending on the circumstances, or you make up the time.

That doesn't change when you work from home.