topic Re: Status messages on Twitter in Plusnet Feedback

Status messages on Twitter

paulgul — Thu, 02 Feb 2012 16:18:11 GMT

When there are major problems such as the one we've seen today would it be possible for PN to post details directly on Twitter rather than just linking to a status page. I know tweets are rather limited in length but I'm sure a brief message could be made. Not everyone has mobile internet, I receive PN twitter messages via txt and they're not much use when they point to a web page. Looking at this mornings tweets it was about 11am before a direct reference was made to the problem.
Paul

Re: Status messages on Twitter

Gus — Thu, 02 Feb 2012 16:30:52 GMT

Would say more important its on the news feed, the problem wasn't Seen on the news feed until the first update.

Re: Status messages on Twitter

Kelly — Thu, 02 Feb 2012 17:31:36 GMT

I'll have a chat with the Digicare guys about that. Good question.

Re: Status messages on Twitter

Chris — Thu, 02 Feb 2012 17:33:55 GMT

We started posting brief updates on Twitter without links once we'd gone through the initial batch of tweets about the issue. We'll keep this in mind in future.

Re: Status messages on Twitter

bigkitty — Thu, 02 Feb 2012 17:42:16 GMT

I agree, as much info as possible on twitter, even if it runs to 4 or 5 tweets at a time. I was on my laptop, but twitter was the only page I could get to load fully, when I clicked on the links they couldn't load, and you couldn't get on to the plusnet site either, so the links weren't any help at all for some of us.

Re: Status messages on Twitter

Bald_Eagle1 — Thu, 02 Feb 2012 18:07:40 GMT

Or even via the newsgroup plusnet.service.status.
I was still able to receive emails & newsgroup postings, but I couldn't get much at all from the internet.
The first newsgroup post I received was timed at 10:24, a good few hours after the problem became apparent.

Re: Status messages on Twitter

Chris — Thu, 02 Feb 2012 19:04:16 GMT

The first post to service status wasn't made by one of the Digital Care team (we usually make the service status posts) and the person who made it simply missed a tick box to post to Usenet.

Re: Status messages on Twitter

pierre_pierre — Thu, 02 Feb 2012 19:13:18 GMT

you can also subscribe to e-mail notifications thsi is the latest

Quote
Service: Broadband
Posted: Thu, Feb 02 2012 at 17:39:07
Subject: Slow speeds/Data transfer (70143) - UPDATE
This is an update to our previous announcements regarding slow speeds. Our engineers are still working with our suppliers to resolve the underlying issue, in order to alleviate further slowdowns this evening we're adding additional capacity to our network ahead of schedule.
We'll update this service status again in the morning unless there are any updates to provide overnight.
Apologies for the inconvenience this has or may be causing you.
Kind regards
Joanne Pilson
Customer Support

and this was the first at 8:43

Quote
Service: Broadband
Posted: Thu, Feb 02 2012 at 08:37:56
Subject: Traffic management maintenance update
We are currently investigating a problem that has arisen during maintenance of our traffic management platform. Customers will likely experience slower speeds than normal due to being assigned a default profile.
Our network engineers are investigating this issue and we will provide a further update once we have more information.
Sorry for the inconvenience caused by the temporary low speeds.
Kind Regards,
Matthew Peckham
Customer Support

today and yesterdays as below

Re: Status messages on Twitter

Anonymous — Thu, 02 Feb 2012 20:22:47 GMT

Even if virtually all of PN is not accesible, I get the RSS feed and service emails from the staff.
Would like the emails brief though.... "Broadband not working " etc
But also, early this morning there should have been a verbal status announcement on the 0800 numbers before menus as it was such a major event, rather than having to go through 3? menu options and then wait for a busy tech guy to answer.

Re: Status messages on Twitter

orbrey — Fri, 03 Feb 2012 14:47:19 GMT

We've fed back regarding the messages on the phones too, as there certainly should have been - though we know one was added later on in the morning. Thanks very much for the heads up.

Re: Status messages on Twitter

Chris — Fri, 03 Feb 2012 14:51:04 GMT

Quote
But also, early this morning there should have been a verbal status announcement on the 0800 numbers before menus as it was such a major event, rather than having to go through 3? menu options and then wait for a busy tech guy to answer.

There is also a service status phone line which did have a message from early in the morning.
http://www.plus.net/support/customer_service/contact_us/contact_details.shtml
Broadband Service Status 0800 917 6714