Hello hello hello, it’s so busy in PlusNet Towers today you’ve got a new guest editor, I’m not Simon Pegg though, and I haven’t looked at what’s living in the roof (a Kit Kat to the first person that gets the reference) being press-ganged, err volunteered, agreeing to compile the end of day.

So on with the show.

Reporting from QA today you have Matt for a change. Giving Catherine a break to get on with some real work.

I’ll run through what we’ve been up to.

Today we’re without Stephen who’s been working from home today where he can get some peace and get away from interruptions.

Nigel has been working on the same Madasafish stuff he’s been on all week but is thinking about playing on his new XBox 360. Aparently Assassin’s Creed is awesome!

Paul is still working on his project but has been thinking about sculleries and people that have them but don’t know what they are actually for.

Gavin has continued mentoring Gary on the use of QA Wizard but has spent the day thinking how Lemsip with menthol is not very nice at all.
Gary, while being taught how to use QA Wizard, has been distracted by thought of mortgages and the general stress that comes with them.

Catherine’s thoughts on her pending house move have not interrupted her work on improving the referrals scheme. She has also outed herself as a “posh bird”.

Personally, while keeping all our rollouts in order, my thoughts are turning to snowboarding in 3 weeks. Why do the days go so slowly?

Over to Adam in the Business Support Centre:

Another busy one for us today, However Keith has been on shift today so we’ve had an extra person working faults which is helping push things back towards SLA, we’re still looking at around 72 hours for the last touch on fault pools.

Paul tells me he’s had a busy day on retention faults again and has been keeping the home phone faults under control.

Andy’s been doing a smashing job of clearing tickets from business users; looking at Parbin and teleworker stats they’ve also been busy today but have everything under control.

On a sidenote we’re currently testing an “emergency broadband kit” at the moment, its basically a rebranded T-Mobile GPRS adapter. We have been hoping to look at giving these to business customers with faults or even offering these as a contingency at signup.

So far both myself and Mick have tested the device at home and had no problems installing it but the speeds were poor (similar to single channel ISDN!) as the device claims to be capable of speeds up to 3Mbps we’ll get a few more people to try this in different locations and see if the speeds are better anywhere else. I’ll make further additions to the EOD when we have more news on that.

Another thing I’ve personally dealt with today is proof reading a starter guide for the HG 1800 router, only 1 error there which I will ensure is corrected before we start shipping those out.

Definitely a busy day on calls again probably due to the FTP/Homepages problems but we’ve managed to pick them all up and that should mean we’ll have good stats for today.

On a lighter note lunch today was enjoyed by all, the comprehensive selection of soups and sandwich fillings was pretty impressive.

Over to Martyn to tell us the happenings over on the marketing desk:

The highlight of the day has undoubtedly been the great news that we’ve made the final in 3 categories in the 2008 ISPA awards! We’re now busy making changes to the website to get this news out to a wider audience.

I’ve been preparing landing pages for a number of forthcoming promotions and Tim has finalised the email that’s been mentioned in previous EODs (it should be sent tomorrow). Chris has also been busy with emails today and we’ve all been eating biscuits.

I’ll pass you over to Darren for the “en”t’dae” for my team, the product team:

A very busy day in Products, yesterday we were offsite working through the Product roadmap, a very productive day, though because of the amount of work that needs going through it’ll take a few days to finish.

Today Maria has been involved with a number of different things including reviewing the people values and how they may need to be changed. She’s also had the sad task of having to pull together a reference for one team member who has managed to secure a new role a little closer to home and now needs to focus on completing some work on the Terms and Conditions that will support a new product development.

Rich has been working on our hardware strategy, looking at a whole load of TR069 documentation (no, it’s not a new model of the Terminator!) (Ed: I always had that correlation in my head too), he’s also updated himself on how the whole process works, what it can offer and how it will shape the future of ISP hardware. Rich has also been working on his usual daily VoIP work.

I’ve been working on the Monthly Homephone forecast, trying to resolve several Hardware related issues and working through my daily tasks.

We’ve also been privileged by the visit of James from Comms for part of the day.

Ryan reports in with the results of the CSC jury:

We’re all in agreement that today has been quieter than the last few mad weeks in the CSC, although that has allowed the firing squad (sorry Management) to crack the whip on the Call Answer Rate. Luckily for us in the CS its at 93% today! It’s always nice to see the results of our hard work at the end of the day.
The Top 5 issues today in the CSC have been:

1. Router Setup - Customers old and new calling for assistance with setting up their devices and confirming usernames and passwords, its no surprise really since you’ll probably need a password to exercise the right to speak soon. (Ed: the work Rich has been doing with TR069 could well do a lot to help this.)
2. Sales Enquiries - Lots of customers calling for information on Broadband and Home Phone packages. There has been a surge of calls relating to Home Phone services since the emails detailing the packages available were sent earlier this week.
3. Hardware Orders - Quite a few calls today chasing up hardware orders although this has died down a bit since the emails were sent detailing the stock issues. These will be sent out very soon!!!
4. Provisioning updates - Customers wanting updates on their broadband activation dates or when their house move orders are due to complete.
5. Webspace - Lots of calls and tickets relating to the webspace issues we have been experiencing over the last 48 hours.

So all in all a more relaxed feeling in the CS today, although a renewed surge of excitement during lunchtime due to the new soup additions to the lunch menu - yum!

I think that concludes my first end of day and if we’re unlucky I’ll probably get to do it again sometime. I can now go back to lurking under my desk writing the next traffic management blog and crunching numbers. See you soon…

Dave

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This entry was posted by Dave Tomlinson on Thursday, January 17th, 2008 at 6:51 pm and is tagged with and is posted in the category EOD. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a reply below. Pinging is currently not allowed.