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DSLMax & Alternate Network Supplier - Update

James
Grafter
Posts: 21,036
Registered: 04-04-2007

DSLMax & Alternate Network Supplier - Update

LLU & MaxDSL – Update

As some of our customers may be aware, myself, Ian Wild (Customer Communications Manager), Neil Armstrong (Director of Marketing) and Lee Strafford (Chief Executive Officer) met yesterday to discuss a number of customer facing issues. The three main ones were regarding Tiscali LLU, MaxDSL Upgrades and how PAYG customers are being prioritised with regards to the MaxDSL Upgrades. These issues were highlighted following concerns raised by myself and Ian, along with the PlusNet Usergroup and in customer feedback.

Alternate Network Supplier – Tiscali

PUG LLU News: http://usergroup.plus.net/news_tiscalichanges.php

We are confident that moving customers to Tiscali LLU service will not be a degraded service and initial feedback is showing this. We believe that this should be considered an improvement, as it will allow customers to be able to experience speeds of upto 24Mbps in time, as well as residential customers experiencing uploads speeds of upto 800kbps, which is not possible on the BT MaxDSL service. This is all proving to be the case and we have no reason to believe that this will change.

There are however, two main customer concerns that are being raised to us. One of these concerns is that we are using a service supplied by Tiscali. Whilst Tiscali Retail and Tiscali Wholesale are not, and should not be considered the same kettle of fish, we appreciate that a number of our customers may have been scarred by previous dealings with Tiscali. We want to reassure you that these are not only totally different arms of Tiscali but also different technologies that the products are provided on. The other main concern is that there is not currently a migration path from a LLU service, to a BT IPStream service, which is what we currently have been supplying broadband over. This is not expected to occur before June however it is in development and we are part of the BT trial going forward..

As such, we will be offering all of our existing customers with the ability to “Opt Out” from receiving an LLU service. This can simply be done visiting http://trials.plus.net. You will then be prompted with the option of clicking on a link to opt out of the LLU service. You should merely state that you would like to opt out of the service. This is a one off opt out process and will be communicated to customers in the next few weeks. This must be done within the next 14 days.

For those who are already in the process of being migrated across, or who are already receiving this service, and wish to leave the service, to use a different service provider, we will refund any activation charges on proof of payment. Again, this will be a one off arrangement, which must also be actioned within 14 days.

MaxDSL Upgrades

PUG Max News: http://usergroup.plus.net/news_dslmax_request.php

In order to give those most keen for their upgrades a quick boost, we will provide an email address from which we will collect customer details and prioritise the orders as best we can within the new bulk regrade tool, which should be available from the 24th April. We will continue our current billing date / oldest customer upgrade process as well to ensure everyone is done eventually (however this could mean some customers may have to wait until August or September for their regrade). This can simply be done visiting http://trials.plus.net. You will then be prompted with the option of clicking on a link to opt into the queue jumping scheme. You should merely state that you would like to opt into the ability to queue jump. This must be done within 14 days.

Now, we need to be clear that by following the above instructions will not mean that the upgrade will be completed immediately, but we will endeavor to do so as soon as we possibly can. Again, owing to our lack of information regarding how many customers we will be able to upgrade, we will not be able to commit to any dates until the upgrade order has been placed. Even with BT’s Bulk Regrade tool, we will not be able to give specific dates, but will have a better understanding as to how long it will take to upgrade everyone in our userbase.

We also understand that not everyone wants MaxDSL! If you do not wish to receive this service, then simply visit http://trials.plus.net. You will then be prompted with the option of clicking on a link to opt out of the DSLMax service. You should merely state that you would like to opt out of the service. Again, this should be done within 14 days.

Good news for PAYG customers!

Finally, good news for our PAYG customers that have eagerly been awaiting their speed regrade! A number of customers feel that because we were offering our PAYG service as an up to 8Mbps service, they should be treated as a high priority in our upgraded queue. We have listened to these concerns and have agreed that this should be the case, so we shall be upgrading these customers as a high priority.

I’d like to take this opportunity to thank everyone for the feedback they have raised, especially those in the PlusNet Usergroup, for helping us to see the error of our ways. We don’t want to be seen as an ISP that do not care, and we want to set the expectation that we are always happy to help.

Thanks for reading, and thanks for your patience with bearing with us whilst we continue to process all of our MaxDSL orders.

With kind regards,

James Bailey
Communications Team Leader
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Posts: 6,983
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Registered: 10-04-2007

DSLMax & Alternate Network Supplier - Update