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Traffic shaping email to customers?

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Traffic shaping email to customers?

Just wondering whether PlusNet will email all customers about the new P2P traffic shaping policy or whether they will be left to find out for themselves, presumably wasting hours of troubleshooting time unnecessarily in the process.

Simon
20 REPLIES
Community Veteran
Posts: 5,878
Registered: 04-04-2007

Traffic shaping email to customers?

I think we all know the answer to that one.

I think they need to put a decent FAQ on the support pages though and make sure all CSC agents are aware of some of the issues file shares may encounter. Most people's first port of call will be to check the Service Status and perhaps raise a ticket, so having the information in these places would certainly help.

Chris
glloyd
Rising Star
Posts: 1,652
Thanks: 20
Fixes: 1
Registered: 06-04-2007

Traffic shaping email to customers?

They already have done so.
Community Veteran
Posts: 5,877
Thanks: 1
Registered: 05-04-2007

Traffic shaping email to customers?

could you post it?
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Traffic shaping email to customers?

Broadband Premier Update
Dear Customer,

We would like to explain the way that our broadband products are provided; as information published yesterday (Wed July 27th) has brought a number of questions and concerns for some customers.

Since March we have offered a choice of broadband services, including Broadband Plus and Broadband Premier. There are two main differences between these services. Firstly, they are managed at different levels of contention; Premier is 30:1 and Plus is 50:1. This means that customers on Premier will see a superior and faster service, especially at peak times, when compared to Plus.

The second difference is our approach to managing file-sharing. Broadband Plus is designed for customers that want a fast experience for email and web surfing. To maintain our market-leading price-point of £14.99, we manage the costs of file-sharing traffic on Plus, by limiting the amount of bandwidth that customers can use. This means that file-sharing download speeds on Plus are significantly reduced, especially at busy times, and priority is given to web surfing and email.

Broadband Premier offers fast access to all types of services, including file-sharing. In March, we described Broadband Premier as a “clean service”, with no traffic shaping. This was correct at the time and we have not been shaping traffic on Premier until very recently.

We would like to confirm that within the last two weeks we have chosen to apply a low level of shaping to file-sharing traffic on Broadband Premier. We have done this to positively improve the overall peak-time experience for Premier customers.

The benefit for all Broadband Premier customers is an improvement in peak-time experience for email, surfing and gaming. The vast majority of Broadband Premier customers will have noticed no negative difference following the changes we made two weeks ago.

The service has always been a contended service and there will always be some slowdown on some applications at peak times. The shaping we have implemented will ensure that this is limited to file-sharing downloads.

If you are a typical customer on Broadband Premier there is minimum impact, at worst you will see a small percentage decrease in the speed of file-sharing at peak times. For example, a file that would normally take an hour may take an additional five minutes to complete. In contrast, on Broadband Plus this same file could take several hours, particularly through peak hours.

We are aware that some Broadband Premier customers may have seen a greater reduction in file-sharing performance than we had anticipated. We believe this is linked to a network failure in the last 48 hours that has since been resolved. If any Premier customers are still experiencing very slow file-sharing speeds you should report a fault.

We aim to be the best value ISP and we believe that broadband at £14.99 and £21.99 offers great value for our customers. We don’t spend millions of pounds on advertising; we’re reliant on our customers recognising the great value and excellent service we provide. We live and die by our customers recommending our services.

We should have told our customers about this change before we implemented it, and I would like to sincerely apologise to all of our customers for this breakdown in communications.

In order to offer great value and great performance, we will make changes and improvements to our services. Before we make changes and improvements from now on, I would like to personally assure customers that we will always be as open, honest and upfront as possible.


Yours faithfully,

Neil Armstrong
Head of Marketing, PlusNet
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Traffic shaping email to customers?

The only email (s) I saw was the one sent via service status announcements which I have subscribed to.

I wasnt aware of any general email being sent.
Community Veteran
Posts: 5,877
Thanks: 1
Registered: 05-04-2007

Traffic shaping email to customers?

I haven't got one, but I am on easystart and thought it may only be sent to "Premier" accounts if you get what I mean, which is why I mentioned about posting it - also I thought it might be service status - but I get that via RSS not e-mail so I wouldn't have an e-mail either way if my aussumtions are correct.

More likely none has been sent.
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Traffic shaping email to customers?

http://usertools.plus.net/status/email.php for service status email updates.

Unless you subsribe to that or you read the forums here or @ adsl guide you wouldnt know whats going on.

Also not forgetting the plusnet service status page http://portal.plus.net/supportpages.html?a=2
Community Veteran
Posts: 5,877
Thanks: 1
Registered: 05-04-2007

Traffic shaping email to customers?

I get the same but via RSS.
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Traffic shaping email to customers?

I guess its far to easy just to email all premier customers - how long does it take 5 mins?
In affect it is a change to the product we signed up for and thus we should all be informed.
Community Veteran
Posts: 5,877
Thanks: 1
Registered: 05-04-2007

Traffic shaping email to customers?

Exactly. o.k. PN have a large userbase so the e-mail may take time to process but at least it would arrive eventually.
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Traffic shaping email to customers?

If a spammer can send out thousands if not millions of emails in a night then PN should not have a problem.

It won't take much to write a script that goes through a database and sends an email if account type = premier. Then each time they need to inform a group of customers they can use the same script just change the email itself. Its not like the message even needs to leave their own network as its only PN customers that are being informed.
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Traffic shaping email to customers?

Can i ask what evidance you base your "It won't take much to write a script that goes through a database and sends an email if account type = premier."?

This is a common theme which comes up, and is normaly based on a working knowledge of the systems used, amounting to 0.

It only life was that simple.

Bear in mind, that anything PlusNet do needs an audit trail. That in iteself puts a dampener of the idea.
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Traffic shaping email to customers?

Erm... using scripts and adpating them.....

You just need a script that integrates the database and produces a text file of the list of email addresses requiring an email and then uses an email client (outlook) to send the emails to this address. Something that could easily be done in VB .

I guess if you just do a search on the internet you will find plenty already written. You can produce whatever logs you want.

You can even use microsoft office to do it - all you need is the email addresses which are in the database. Assuming that an SQL database is used getting this list is a piece of cake.

Perhaps if you can't do simple things like this with the system PN uses they need to have a whole rethink about the system they use if they want to be a "top player".
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Traffic shaping email to customers?

I'm not saying it is not an easy task to mass mail.

What I am saying is that companies have set procedures to produce such emails.

Some of the known ones with Plusnet include checking the actual list of customers that emails are sent to. Saving a copy of the email in a closed contact us ticket.

Indeed, sending masses of email without regard to policy is very simple. The usertools system pumps out enough of these types of email with every service status update.