Outage 10/09/2015

[avisoft]

Hmmm. PN may think that 'all services are now fully restored' two hours ago, but they are not where I sit now!
I clicked on the 4 national press links in the post above: the second worked slowly, the first worked very very very slowly, and the last two could not find the server.
That is nowhere near 100% working ok!
However, it is better than previously, when nothing worked at all.

[goldenfibre]

^^ link? So, PN can check it for u

[Oldjim]

why not just look  :crazy:

[Apprentice]

No problems with the actual ADSL1 connection earlier today but could only get access to Community, no PN portal or website

[MKChris]

No access to anything here just got in from work all i get is rooter login screen

[KevinG]

So have you restarted the router?

[lorisarvendu]

-Post deleted-

[Trying]

@ lorisarvendu
Whilst I accept everything you said about the complexities of running any of todays essential services ie electricity, internet. etc., I think what has caused the most frustration within us Plusnet users, was the total lack of information and feedback, to what can only be described as a major outage.
We do not live in a 9-5 society anymore, but a 24/7 one.
If people were in fact working on the issue to restore services from the outset of being aware of the problem and its significance, why couldn't someone at Plusnet have at least acknowledged the problem and advised as such. Why were the first words from Plusnet not uttered until approx 07-50 am this morn?
Hopefully the support staff will give a more detailed explanation in the very near future, such that those with more than just consumer interest can understand what actually happened.

[alext05]

MattyC said it well and honestly here:
http://community.plus.net/forum/index.php/topic,143640.msg1266768.html#msg1266768
In terms of updating the service status, social media, and this forum, that should have been done as well. We are in the process of investigating why it never happened.

[jvalentine]

Just wanted to draw the plusnet customer service team's attention to the HelpScout status pages http://status.helpscout.net/
They are always super fast to log issues as they are confirmed, provide updates throughout the outage and fix, and then write up beautifully detailed post-mortems like this one: http://status.helpscout.net/incidents/pn2qcngh7x83
For me, the issue isn't that you had an outage (or in fact, that you have outages far more frequently that a major ISP should), but that the communication is SO bad. Borderline absent.
As lorisarvendu said above, the complexity of fixing this kind of issue is mind boggling. The process of keeping customers informed, however, is dead simple and is just customer service common sense.
PN, learn from HelpScout and others who prioritise transparency, communication and accountability.

[Luzern]

The moans about lack of communication remind me of a saying that went something like, "when you find yourself swimming with sharks, the last thing in your mind is draining the ocean". Let the guys get on with it. I may be very well in a minority here, but have my doubts how many PN punters would gain very much by knowing what the cause of the malfunction was.

[jvalentine]

Quote from: lucerne

Let the guys get on with it.

Absolutely agree, but it's important to remember that the folks fixing things aren't the same folks posting the status updates. Or at least they shouldn't be.
That's kind of the point I was making - fixing the issue is complex, but letting customers know what the issue is and how it's being fixed is easy and should be the first thing that the communications team do.

[jvalentine]

Oops. Post deleted.

[Trying]

Quote from: lucerne

The moans about lack of communication remind me of a saying that went something like, "when you find yourself swimming with sharks, the last thing in your mind is draining the ocean". Let the guys get on with it. I may be very well in a minority here, but have my doubts how many PN punters would gain very much by knowing what the cause of the malfunction was.

@ lucerne
I think you are totally missing the point.....
You take your car in for a service.and expect to collect it at 5pm when you finish work,....... .but when you get to the garage, it isn't ready, Would you not expect some information/ explanation, or would you happily just wait unaware of what to expect?

[goldenfibre]

U go in the NHS hospital appointment at 10am and they didn't call u in until 12pm (cos doctor was too busy to deal with others first) and the doctor doesn't have to explain to u of why u were called in late!