poor response re Broadband outage
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poor response re Broadband outage
25-04-2009 7:18 PM
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At 17:15, got fed up and phoned CSC, told that yes my local exchange had an outage at 12:55, just after I phoned the first time! and that the fault was fixed at 15:30, two hours previous.
I then found that because of the "Checks" that I did, I had to reset to factory default as I had previously altered my router log in for security reason and couldnt get back in - plus the suggested login and password for the 585 were not the correct for factory default.
Ticket No 28613812
Re: poor response re Broadband outage
25-04-2009 7:42 PM
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username: admin
password: admin
However a factory reset may change it to the Speedtouch default
User Name = Administrator
Password = blank (don't type blank just press return ;D)
Note - they are case sensitive
Re: poor response re Broadband outage
25-04-2009 8:33 PM
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Re: poor response re Broadband outage
25-04-2009 8:40 PM
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Re: poor response re Broadband outage
25-04-2009 8:47 PM
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If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: poor response re Broadband outage
26-04-2009 11:37 AM
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Re: poor response re Broadband outage
26-04-2009 12:26 PM
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Quote Ian ******* CSC Analyst 8:45am, Sunday 26th April 2009
Dear Mr *******
Thank you for informing us that your fault is now resolved.
Due to the very nature of faults, we can only request that you monitor the connection for several days, in order to confirm you are satisfied this is resolved in full.
We take your feedback very seriously, and would be grateful if you could help us to improve our service by completing an online survey at:
http://www.zoomerang.com/Survey/?p=WEB
Completing this survey will provide you with an opportunity to feedback on your experience with us and will be used to help us improve our service in the future.
[Internal]
Session Records
Subscription Access Rack Last Event Event Time Message IP Assigned Service Calling From Session Started Session Ended Session Duration
FOL BBYW 195.166.128.76 active 08:36 26/Apr/2009 unknown (Interim update) 87.114.1.129 Not set 18:06 25/Apr/2009 N/A 14:37:15 (on going)
Kind regards,
Ian *******
[Sms Message: BT believe the recent fault on your service was due to a general problem in your area. This has now been fixed. Please can you retest your connection and text us back if you need further assistance.]
Re: poor response re Broadband outage
26-04-2009 8:33 PM
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Re: poor response re Broadband outage
26-04-2009 8:39 PM
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Re: poor response re Broadband outage
27-04-2009 10:35 AM
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Just to confirm, we were not informed of your outage until 13:04, so we wouldn't have known about it at the time.
Glad you got things back up and running.
Re: poor response re Broadband outage
27-04-2009 1:52 PM
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Re: poor response re Broadband outage
27-04-2009 1:56 PM
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We weren't informed of the outage until 13:04.
If you don't believe me, I can forward you the email as proof.
Re: poor response re Broadband outage
27-04-2009 1:59 PM
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I think the point is why wasn't Peter contacted between 13:04 when you received notification and 17:15 when he rang in again?
Edit: Forgot emoticons are required in this topic.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: poor response re Broadband outage
27-04-2009 2:04 PM
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The faults team would work through all of the faults tickets (and it takes two hours for the automated checks to run for starters) and they would then work through the tickets eldest first. I would have expected them to have called back if Peter hadn't rung in first to ask for an update.
Re: poor response re Broadband outage
27-04-2009 2:10 PM
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