Faults update July

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Due to recent weather conditions at this time BT have implemented MBORC's ( Matters beyond our reasonable control) across various parts of the country which is currently impacting on all faults that we deal with at this time but we expect once these have resolved to be bringing our targets back to within reasonable limits. However, saying this our repeats figure is still at the industry average level but we are continually improving our processes to ensure that we are beating the industry average figures. Our fault rate compared to our userbase is still well below that of the industry average of 0.1% and last time figure we have shows this at 0.09%. We would like to thank also our customers who have filled in the faults survey and we do appreciate your feedback as from this we have taken actions away to further improve the customer experience should you suffer a fault and from this have further improved the survey and currently looking to implement improvements in the coming future to enhance the customer experience. ------------------------------- From my initial post we have so far done the following: Done training with all of our CSC operatives on the homephone service and diagnosis of faults should the occur. Traning course has been given to all of our CSC operatives to help with understanding the diagnosing faults and would like to thank Michael Booth for his contribution in this and delivering the training. SFI Charging - Work is still ongoing on this to get a definative process on this but we have improved our process by ensuring all checks are done and we are currently on a trial with BT Wholesale which has been setup to make sure that engineers are only sent when required. We are continually trying to improve this process to ensure maximum customer satisfaction should a fault occur. Our average fault closure time now is now regularly around the 50 hours mark which is a significant improvement from the turn of the year where this was nearly triple this figure. ------------------------------- New developments/processes : Currently working with BT on a trial to improve effiency in communication between ourselves and BT. This started at the beginning of the week and should have further update on this success of this shortly. We are looking at the currently fault raising process on our systems and hoping to make changes in the near future to ensure that the fault at first point is diagnosed correctly and this should further reduce the time it takes to resolve faults. We are continually striving improve our processes continually and value your continued custom. Our aim as it has always been with our faults process is to provide the best customer experience in the broadband market which inturn will help us attract more customers through our referrals policy.