Words hardly do justice to how disappointed I am that, in the week that we commit to posting a regular EOD again, I should have to talk about the problem with email delivery yesterday. It almost goes without saying how much importance we all place on email, and it's very disheartening when things go wrong. There's not so much I can add pending a full incident report, but the Service Status update and forum discussion provide some detail to this unfortunate situation. Service Status confirms now that all new email is currently being sent, received and delivered in a timely fashion and customers should not be seeing problems with the receipt of messages to their mailboxes. Customer Support Centre: Here are the CSC top 5 issues since 7am this morning:
- Email issues: current problem open
- Logged faults: customers calling on us for updates
- Hardware delays: customers asking when the hardware was going to arrive
- Fault diagnosis: new line faults/customer wiring faults - mainly authentication & intermittent sync
- Sales enquires: increased amount of sales calls coming through
Our day has basically been assigning resource to concentrate on addressing calls and tickets regarding the email problem. Product: Today's been a challenge - whenever there are problems like the email issue it's tempting to try and get involved with discussions and solutions, even though there are plenty of people already working on it. We've managed to stay focussed on our business as usual for a Thursday though. This includes processing the week's ADSL Max upgrade requests and providing lots of 'exciting' data to the marketing team and the rest of the business. Today in the product team we've also been looking into a device that combines broadband and TV to some great effect. The first internal trials of one box however have revealed some teething problems that we needed to discuss with the suppliers. We should be able to provide more details about what we are looking at soon. PlusNet's environmental policy plans have also been in our focus for the afternoon, following a very productive call with one of BT's climate change experts. It's still early, but we hope this will see us making some positive impacts sooner rather than later. Marketing: As you'd expect we've been working with our colleagues in networks and have been talking with the press about the spam changes yesterday. On a different note, our designers and copywriters are making good progress on a new minisite due to come out in September. (I'm sorry I haven't got an update for you today from Development or Networks and that the CSC update hasn't got the % of total call volume estimates today.. I'll have a word with them all tomorrow - PJ out) Pete Jackson
