Top Issues in the CSC : Week ending 10th August

[#1]

Hardware Setup Enquiries At the top for the third week running, mostly due to the connection realm needing to be added to the end of the account username (selected by the customer on signup) in the connection hardware. The changes to the welcome pack are in the final stages of review and will be released in the near future which should help those unable to view the initial email sent to them with their connection details. Authentication Issues We have had several major service outages (MSOs) reported to us by BT that have caused problems logging on to the service for a large number of users. We have also had a couple of problems raised on our own systems leading to the same issues. This has led to a large number of calls in from those users unable to connect, though all problems have now been reported as resolved and closed. To see further details of issues raised, both currently under investigation and resolved, please check our status page here. Email setup / SPAM The changes made to our mail platform in the wake of the problems we have had have led to a large number of calls in. Users are reconfiguring their mailboxes in the portal tool in order to avoid spam but are having problems with configuring their mail clients to access these mailboxes. As ever the guides for setting up mailboxes are here though we are including further information on setting up mail accounts in the new booklet to be sent out. Provisioning Updates Customers are calling to enquire after the state of their order or occasionally because they have received their hardware and connected it to the phone line but are unable to connect. This is because it does take around 7 working days to install a broadband service, and if hardware is ordered we usually order this with plenty of time to spare in order that you can connect as soon as the order is completed. Along with the oft-mentioned new booklet we are also updating the email sent out when orders for a new service are received and completed to include more information on this subject. Fault Updates We have also taken a number of calls from users asking after their broadband faults. In the majority of these situations the fault is in hand with our suppliers and under investigation, and any information from them has already been added to the support ticket and (if a mobile number is available) sent via SMS to the account holder. Unfortunately once a fault is in hand with our suppliers there is relatively little we can do to chase further updates though anything received will be available to view online on the faults tool or our online ticket system – as soon as further information is made available to us we will advise on the ticket systems mentioned above and, where a connection to the internet is not available, via phone or SMS. Matthew Taylor – Please Note: This weekly post represents the significant topics our customers have raised with our support team over the course of this week. The information is provided in the spirit of openness for which PlusNet strives. Each day we review pertinent items and this drives internal discussion around what we can do to improve the experience for customers. It’s expected that issues like ADSL faults, service problems and assistance with setting up software or equipment will always be near the top of the list for our support team. If people didn’t have problems and questions we would only need a sales team! Customer feedback or suggestions on any of these items (especially if it helps us improve the experience for other customers) is most welcome via the comments section below.