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30 days since +Net raised Broadband Disconnections

kreynolds
Grafter
Posts: 433
Registered: 05-04-2007

30 days since +Net raised Broadband Disconnections

Broadband Disconnections - (Ref 34944)raised by +Net 26/08.

Some 30 days have now elapsed on a priority 1 issue and yet from the EU point of view it seems that this has not seen much progression.

Is it not about time that someone from +Net levelled with the EU and gives the EU details of what has been done to date to resolve the issue and what the findings from the countless tests and debugs are? Are +Net/Tiscali any closer to being able to give an estimate as to when this issue will be resolved, and will there be refunds made to all customers affected by this issue?

Faults of this nature can be hard to locate and resolve, that I can appreciate. However to have allowed this issue to continue for the best part of a calendar month is trying most people's patience especially as +Net have stated previously that this is (was meant to be) a high priority.
2 REPLIES
Community Gaffer
Community Gaffer
Posts: 12,958
Thanks: 750
Fixes: 69
Registered: 04-04-2007

30 days since +Net raised Broadband Disconnections

Hi there,

We do recognise the frustrations this is causing and are taking it very seriously indeed. We are in contact with Tiscali on a technical and supplier level numerous times per day and are also liaising closely with the vendor of our ERX's to try and narrow the cause of the problems.

Basically we need to rule out issues or incompatibilities with our ERX's and the Tiscali network. This is not as easy as it may seem as the solutions to this run the risk of causing further disruption to the network so need to be carefully thought out and implemented. Juniper are analysing the debugging results and we have another conference call with them this morning.

I'll provide a more detailed report via Service Status later on this afternoon.

Kind Regards,

Bob Pullen
Plusnet Products Team
If I've been helpful then please give thanks ⤵

kreynolds
Grafter
Posts: 433
Registered: 05-04-2007

30 days since +Net raised Broadband Disconnections

Thanks for the reply Bob

Quote
Basically we need to rule out issues or incompatibilities with our ERX's and the Tiscali network. This is not as easy as it may seem as the solutions to this run the risk of causing further disruption to the network so need to be carefully thought out and implemented. Juniper are analysing the debugging results and we have another conference call with them this morning.


Would it not have been better to have found incompatability issues during the Tiscali LLU trail that was run earlier this year, rather than rolling out LLU in what would appear to stil be in a Beta phase?