PlusNet Community Website

Daily Comms Update

- Continual mail problems causing delays and some intermittent access
- Above problems also caused workplace and portal slowdowns
- Port995 & JTN failures
- Chatter on ADSLGuide about the business reorganisation

Comms Update

SS messages Posted today:

Three SS posts relating to problem 35067

- Portal Slowdowns - (Ref 35067) - NEW
- Portal Slowdowns - (Ref 35067) - RESOLVED
- Workplace Performance Issues

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Ian’s recently posted information about where we are as a company, where we were, and how we are moving forwards.

http://www.plus.net/support/download/plusnet_reorg.pdf

This post should be shortly followed by the latest CSC update. It’s long. Very, very long.

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Or until Luke says otherwise

Bob Pullen (8:30-18:00)�

- WLR Briefings for go-live tomorrow

James Bailey (08:45-18:00)�

- PUG and Portal Forum comms

- PUGIT tracking where time allows

Mandy Beckett (08:00-17:00)�

- Problem Management & Service Status Postings

Dave Tomlinson (13:30-19:00 & 21:00-24:00)�

- Usenet and Portal Comms

- PM Problem Management & Service Status Postings

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Daily Comms Update

- Continual mail problems causing delays and some intermittent access

- Above problems also caused workplace and portal slowdowns

Comms Update

SS messages Posted today:

Total Service Status Posts:-

- Email: 6

- P1 Problem (ID 34115) - Premium Rate Line charging for unanswered calls, chased and update posted.

- P1 Problem (ID 34944) - LLU Disconnections, chased for update am and pm. No information forthcoming from Tiscali yet. Update due tommorrow.

- P1 Problem (ID 34996) - NetApp and mail queues, frequent updates throughout the day. Customers in forums failing to see the correlation between NFS and MXCores. May require detailed explaination from Net-Ops to satisfy customer curiousity. We are separating the NFS from the mailcores to alleviate the problems with the load on the netApps. This should allow us to bring most of the mxcores back into service in order to clear the mail queues.

- P2 Problem (ID 34992) - WiFi Authentication Failures, this will be replicated again tommorrow and a service status posted.

- P1 Problem (ID 33948) - PAYG Usage - This is part or a wider issue affecting PAYG usage and billing. A project has been scoped to address the undelying issues. More time needs putting into this to determine exactly what customer facing issues are being experienced prior to posting an update.

Top Service Issues:
These were the most impactful discussions / issues highlighted within the community today.

- General Max complaints

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We appear to be resuffering from intermittency for checking email accounts again. This was thought to have been resolved at 2am, but sadly has returned. Initial thoughts are that the MXCores are suffering under their current loads, and it’s also killing workplace and the portals.

Bob’s chasing with networks and then doing his service status piece. Looks like another one of those days

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It’s day two in the new Comms team. Let’s be frank, day one was a complete nightmare with us being servicestatus central. We’re hoping for a slightly calmer day, at least Bob is especially. But we’re showing signs of progress already, with our individual roles becoming more apparent. Bob’s just posted this in the announcements forum:

Hi all,

In accordance with Ian’s earlier post, much of the forthcoming weeks will be spent defining, building and documenting processes to help support the newly established comms entitity.

Individual roles are likely to differ on a day to day basis so for the benefit of those it applies to…

Please direct all SS postings my way during the day. I can be contacted on Bob’s Mobile.

Bob - 0800-1700
Service Status Posting
Problem Management & PUG Issue Tracking

Mand - 0800-1700
Newsgroups & Forum Comms
CSC Escalation

Tommo - 1330-0700 (IH), 2130-1200 (Home)
Duties to be allocated

James - 0900-1800
PUG and 3rd Party Forum Comms
PUG Issue tracking
Comms EoD
So, a promising start, and hopefully we’ll see some more news growing from this.

Back to work now

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