PlusNet Community Website

At http://www.plus.net/webcams/ - Thanks to ‘Portal Pete’ Jackson for getting these online speedily…!
And - as promised! Exclusive photos of our new workspace :

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This morning I reported for work at our brand new building, the aptly named “Internet House 2″. As did the CSC for their 7am shift.

It’s been a massive effort, and it’s not over yet, but having everyone in one building is going to be a fantastic benefit to us all.

For a last chance to see the former Internet House - go to http://www.plus.net/webcams/ - we’re hoping to get these changed to the new webcams at ‘IH2′ very shortly!

I’m going to try and get some pictures up somewhere over the next few days. But keep your eyes peeled for a ‘Blog Exclusive’ pretty soon!

As per Service Status, the telephone system is currently unavailable whilst we make the switchover - but all being well we’ll be able to go live and take Customer Support calls from our brand new site. A momentous occasion it will be!

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This is just a note to let you know that Comms presence in the forums (and the blog!) may be pretty limited over the next 2 or 3 weeks.

The business is focussing very hard on the ticket backlog, which hasn’t been going down in the last week. Obviously, with moving buildings everyone in the business has been very busy over the last week and while that is part of the reason, it’s also the case that there are a number of ongoing issues that we know customers expect quick and detailed answers to.

For this reason the Comms Team have volunteered to devote most of our working time to working the more difficult tickets and helping in the massive company effort to clear the backlogs and get the support centre back on an even keel by the end of this month. In addition, the rest of the business have also committed a large proportion of their time to do the same. All non essential development work is now on hold, and dealing with the backlog is our number one priority across all departments in the business at the moment.

Bob, in his Problem Management role, will continue to problem manage and we won’t let service status updates drop (I think this has been working well for us since Comms took ownership of this responsibility).

The CSC (and that includes Comms) will be moving over to our new home on Saturday so the next few weeks look to be hectic to say the least! Please bear with us for the time being - our focus at this stage must be on reducing ticket and call wait times and on doing everything in our power to help customers with the problems they are experiencing. Once we’ve overcome the backlog - the general levels should settle down and remain manageable.

Thanks in advance for your understanding and patience at such a busy time for us.

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Due to shortage of Comms coverage over the last few days, the Blog has been neglected a little! Don’t worry though - we are here! Working hard.

We’ve just posted an internal update to Problem Management over on the UserGroup forums at :

http://usergroup.plus.net/forum/index.php/topic,3430.0.html

It’s an interesting read for those who take a more active interest in our day-to-day operations. Real progress has been made over the last couple of months and we’re beginning to really get on top of Problem Management. More soon!

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