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End of Day 29th August

End of Day 29th August

End of Day 29th August

It's easy to make assumptions.. try as I might not to (with all my experience of what happens when you do), I still make them. I'd expected to be able to announce the publication of our incident report in the EOD today, but I 'assumed', because I wasn't aware of the sheer amount of behind the scenes investigation underway. What I can tell you is that our team is working extremely hard right now to comprehensively detail the sequence of events that led to the occurrence of last week's email problem. Clearly we need to make sure that we properly explain what happened and why, rather than rush to put out a more general statement. Meanwhile our priority will always be to ensure our network is working optimally and our technical team has been focussed on ensuring stability across the platform. Customer Support Centre: Today in the CSC we have been concentrating our resources towards inbound calls, and also the logged faults pools. The team managers have been continuing to telescreen potential employees, and preparing for our next influx of new starters.Here are today's top 5 reasons for customers contacting the Call Centre:

  1. Router Config - setting up new routers for customers / new customers connecting for the first time - Approx 20%
  2. Fault updates - Customers calling back after an receiving an SMS from us (general fault updates) - Approx 20%
  3. Problems with provisioning orders - Approx 15%
  4. Sales - Lots of questions for people thinking of moving to PlusNet - Approx 10%
  5. Faults raised - General mixture of all DSL faults - Approx 10% Other Misc Issues e.g. email config = Approx 25%
Development: In yesterday’s EOD, I mentioned that we’d been working on the implementation of some Home Phone Anytime + product changes. I’m pleased to confirm that these were rolled-out in the early hours of this morning. The key change for customers is the removal of the 1000 minute fair usage, meaning that all calls to UK landlines (01 & 02 numbers for call durations up to 1 hour) are included in the product. To make this change happen, a team from Development and QA arrived at PlusNet Towers around 2am. At 2:30am, the roll-out commenced and anyone viewing the portal/web-site may have seen holding pages whilst we implemented and tested the changes to the sign-up and product information pages. The regression tests and functional testing completed around 4:30am, and the holding pages were removed at 4:40am – 20 minutes earlier than planned. The team then continued testing and monitoring until the rest of Development arrived, when a review of the roll-out took place, before we let them go home for some well-deserved sleep! Overall, this was a text-book roll-out – well done to all the team involved! Marketing: Today the team has been putting the final touches to some emails and webpages for Force9 and Free-Online customers to help them log into the PlusNet portal. The next update is due within a couple of weeks and it's really important that these customers can use the PlusNet website without any problems when the 'one portal' project goes live. I know Force9 & Free-Onliners are keen to try it out but do please note, you won't be able to log in to PlusNet just yet. Please wait until the project goes live before you try. Don't miss the shortlist of entries for the Holiday Photo Competition and vote for your favourite!

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