| Quote from: AndyH |
I think the actual technical explanation of what happened is not going to be of benefit to end users. I am not sure exactly if it's the BT Wholesale BRAS/MSE that cannot handle large numbers of reconnection of the actual gateways at Plusnet's end.
One thing I have raised before is the communication during a MSO. Previously, there have been out of hours MSOs and no service updates for several hours after the event. This was complete unacceptable. The last two or three MSOs have had service updates within 15-20 mins, so there is an improvement here. On Twitter, it took nearly 1 hour for a service update which is not acceptable, particularly when it's very easy to have it set up automatically to provide service updates.
However, I just think that the Plusnet site needs to be 10x clearer when it comes to major outages. Why not have a service page like http://status.plus.net ? Or why not have a scrolling bar on the home page when there is an outage that users can click on for an update?
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Why do you think its of no benefit? you think an isp should treat its users as dumb instead?
I would like to see the following.
All outage information posted to a webpage somewhere for all exchanges, maintenance etc. not just major events that effect high numbers of users.
Users to have access to the DLM info Chris P posted a while back.
Users able to run their own remote line tests when they want.
Users able to via the addon page upgrade to a higher BTw support level for quicker engineer callouts.
Also we need reasons other than "we working on it" for all the current problems.
Problems that are either getting worse or have existed since I signed up that have not been fixed.
1 - Users migrating from BT infinity, orders getting stuck at the line check stage, I seen a post in 2012 with same issue, I had the issue jan 2014, and user's today still have the issue.
2 - Order status not showing correct migration date.
3 - Call centre waits on the up, nowhere near where they were apparently before i joined.
4 - Ticket wait times lasting days/weeks, instead of minutes/hours, this one should be easy to fix, but seems is no effort been put in.
5 - Even when complaints are raised and escalated no one member of staff takes ownership of a fault, shortly after I joined Chris Pettit did sort of take ownership of my fault directly booking engineers etc. but seems now days the complaints team simply ask a member of the faults team to act on a ticket instead of personally taking over the ticket, when Linda rang me up and arranged an engineer visit she was gone the days after and I had to rely on other plusnet staff to proceed the fault.
6 - BT retail lately seems more open with its customers than plusnet on its forums, which is quite shocking.
7 - MSO details needs to be exactly that detailed, it brings trust between an isp and its users if they open and honest about the problems, not posting just says to me they havent got a clue and lowers my confidence in them.
My comments regarding the downgrade of forum complaints handling seems to have been triggered by the disbanding of the digital care team. Thats the same digital care team that arranged the ipv6 trial, diagnosed a BTw congestion fault which me and others were affected by and when Chris P was on that team who took ownership of a fault I had.
