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DSL planned maintenance

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DSL planned maintenance

Posted on behalf of Bob Goldsmith:

Dear Customer,

With the assistance of Redback Networks we have now identified the source of our problems last week with the rollout of our new DSL platform. The problems were a result of a rare fault in the Redback hardware and some anomalies in our IP routing environment. We have spent every possible hour during the week correcting these errors and checking the entire configuration of our network and associated hardware. We are now confident that all problems have been resolved and no further errors on our network will occur. To ensure this, we have over the past several days performed extensive testing of both the hardware / software involved as well as a roll-out scheme and back out procedures.

As a result of these efforts we are now in a position to effect the required upgrade to our ADSL platform. This upgrade has been scheduled to take place between 4AM and 6AM tomorrow (Friday 8/11). Between these hours there will be several interruptions to customers using our Broadband services and I would ask that customers refrain from attempting to connect until the upgrade is completed. At the conclusion of the work a further message will be posted to the service status section of our website.

I would like to thank customers for all of their comments this week and assure you that they were read and considered in creating the new rollout plan. I would also like to express our continued confidence in Redback Networks, their equipment and the support that they provide. Finally, I would like to reiterate my personal apology to all of those customers affected by the outage last week.

With Regards,

Bob Goldsmith
Network Operations and Services Manager.
10 REPLIES
Saturn
Grafter
Posts: 732
Registered: 30-07-2007

RE: DSL planned maintenance

I wish you well for tomorrow morning, as I don't think any of us (both you and us) could take the strain of a repeat performance. I'm sure the feedback over the past week has given plenty of food for thought and, hopefully, it has enabled PlusNet to put together a more rigorous plan. Hope to see you on the other side of infinity (or a Redback)!
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RE: DSL planned maintenance

I can't believe after last weeks fiasco that PlusNet have the gall to potentially screw everything up again ON A FRIDAY. Why the bloody hell can't they wait a day and do it over the weekendHuh Good God, it doesn't take a genius to figure out that good IT practise dictates that you perform all major upgrades and system maintenance over a weekend so that it causes minimum interference with business critical systems. Duh! Wake up PlusNet!!!!
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RE: DSL planned maintenance

Good Luck,

Hope to see you all tomorrow morning with a blistering adsl connection.

regards

Roy
jlpappin
Grafter
Posts: 95
Registered: 12-09-2007

RE: DSL planned maintenance

Quit complaining. How the hell can they disrupt a service if the thing isn't even working? Maybe they want it sorted before the weekend? Maybe it might ***** up and roll over into the weekend? Standard IT practice is to bullshit the users and do what you want. What is so wrong with Friday morning? Don't tell me you will be up surfing the porno sites.



> I can't believe after last weeks fiasco that PlusNet have the gall to potentially screw everything up again ON A FRIDAY. Why the bloody hell can't they wait a day and do it over the weekendHuh Good God, it doesn't take a genius to figure out that good IT practise dictates that you perform all major upgrades and system maintenance over a weekend so that it causes minimum interference with business critical systems. Duh! Wake up PlusNet!!!!

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RE: DSL planned maintenance

Yes I agree whats so special about business customers, we want good coections over the weekend when were not at work -- sounds like a good time to me.

> Quit complaining. How the hell can they disrupt a service if the thing isn't even working? Maybe they want it sorted before the weekend? Maybe it might ***** up and roll over into the weekend? Standard IT practice is to bullshit the users and do what you want. What is so wrong with Friday morning? Don't tell me you will be up surfing the porno sites.
>
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> > I can't believe after last weeks fiasco that PlusNet have the gall to potentially screw everything up again ON A FRIDAY. Why the bloody hell can't they wait a day and do it over the weekendHuh Good God, it doesn't take a genius to figure out that good IT practise dictates that you perform all major upgrades and system maintenance over a weekend so that it causes minimum interference with business critical systems. Duh! Wake up PlusNet!!!!
>
>

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RE: DSL planned maintenance

After all that has happened you guys deserve a break!

Good luck!
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RE: DSL planned maintenance

It seems that these upgrades are in response to slow speeds and constant badgering by users.

Is this a professional way to go forward. Surely by now one would have thought that you might be able to plan ahead and be proactive rather than reactive.
Plan the work - work the plan

Good customer service is paramount to your success as bad service breeds discontent, and rumours of bad service spread even quicker. Your contracts have short let-out clauses and discontented users will move quicker than you think. I spent some time with BT and speak from experience. They just wouldn't accept quality assurance as an issue.

Please forgive the lecture, but we want you to succeed, we made that decision to join you given the other competition that's around and don't want to wake up to bad service and have to change to another supplier.

If you are looking for a QA director email me!
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Saturn
Grafter
Posts: 732
Registered: 30-07-2007

RE: DSL planned maintenance

>Yep - Nice promo but I'm kind of hoping that the guys at PlusNet have got the message by now and are working towards a successful solution. Sounds good so far, best of luck (I'm hoping you won't need it).
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RE: DSL planned maintenance

> >Yep - Nice promo but I'm kind of hoping that the guys at PlusNet have got the message by now and are working towards a successful solution. Sounds good so far, best of luck (I'm hoping you won't need it).

Thank you for the kind words of support.

I think we have indeed "got the message" ;-)
We don't deliberately set out to upset our customers or plan maintenance when it's likely to cause the maximum disruption. What happened last week was unfortunate and it's not something we would wish to repeat again I can assure you.

As you can see so far this morning the work has been completed and we are now monitoring the service and will continue to monitor until were happy that all is well.

The support staff in PlusNet involved in this work have really worked hard and put in long hours to ensure this went as smoothly as possible and with the minimum amount of disruption to our customers and I'd like to take this opportunity to say well done to them.

Regards
Gary Hough
CSC Manager - PlusNet







Saturn
Grafter
Posts: 732
Registered: 30-07-2007

RE: DSL planned maintenance

> > >Yep - Nice promo but I'm kind of hoping that the guys at PlusNet have got the message by now and are working towards a successful solution. Sounds good so far, best of luck (I'm hoping you won't need it).
>
> Thank you for the kind words of support.
>
> I think we have indeed "got the message" ;-)
> We don't deliberately set out to upset our customers or plan maintenance when it's likely to cause the maximum disruption. What happened last week was unfortunate and it's not something we would wish to repeat again I can assure you.
>
> As you can see so far this morning the work has been completed and we are now monitoring the service and will continue to monitor until were happy that all is well.
>
> The support staff in PlusNet involved in this work have really worked hard and put in long hours to ensure this went as smoothly as possible and with the minimum amount of disruption to our customers and I'd like to take this opportunity to say well done to them.
>
> Regards
> Gary Hough
> CSC Manager - PlusNet
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>
>
>
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Gary

I'm sure everyone at PlusNet has worked very hard over the last week and the fruits of your labours appear from my end to be sweet. Although I haven't had much time to test things out it my service appears to be working well. I hope that everyone else is experiencing the same success and I thank everyone at PlusNet for a job well done. It looks like it's time for everyone who complained (my self included) to praise a good job.