Problems EoD - Thursday 28th September

[#1]

New Problems Raised: 7 P1 35607 Tickets getting stuck when been through the fault checker (Upgraded from P2) P1 36106 TPAR not re-activating account after payment P1 36108 V2 Contol panels for PAYH Problems Passed Back for Closure/Signoff: 4 Problems added to Hopper:- 35970 CCGI and Frontpage Issues 35607 Tickets getting stuck when been through the fault checker - (Added weight to ensure resource available on this all day later upgraded to P1) For Hopper consideration:- 36005 Tiscali ceases rejected - The XML Cease tool does not seem to work for Tiscali customers. This was raised as a P1 previously but I don't think it was fixed. I tested this on a live account today. If there is no cease tommorrow then this is probably a P1 and CSC should be alerted not to use the tool for Tiscali customers. 35667 Force9 customers on PlusNet product type - There's about 35 customers who are on the wrong product for their visp (ie have a Plusnet account but F9 components. This was due to an error when consolidating legacy products back in May. This isn't an issue unless the customer changes their account in which case they lose all access to the net, email, webspace etc. 3 customers have done this to date. 35481 0808 fault backup number - This is becoming a bit of a nightmare and is causing uneccessary work within the CSC. We have turned the script off that removes components at the moment in order to fix a P1 so this may have a positive impact on this. Service Status Posts:- PAYH Control Panel (36108) - NEW P2P Issues - UPDATE Broadband Disconnections - (Ref 34944) - UPDATE CCGI Issues (35970) - UPDATE Planned Maintenance Posts:- Emergency Maintenance - London Loadbalancers - Friday 29th September 8:00am - 9:00am Wireless Broadband Maintenance - 1:01am to 4:01am Thursday 5th October Telehouse Maintenance - 6:00am to 9:00am Saturday 30th September Announcement Posts:- None Summary: The intermittent issues affecting the CGI servers is ongoing. We have some maintenence scheduled on the loadbalancers tommorrow morning to try and resolve this. Tiscali Disconnections are still the prevalent issue. We had a disconnection on the non-problematic gateway but that turned out to be Tiscali maintenence (thankfully). We are putting measures in place to make sure we are alerted to this sort of thing in future. The replacement hardware for ptn-ag1 didn't arrive on time so the work to swap this kit out has been postponed until Saturday, we're hoping this will fix the LLU disconnect issue that's plagued us for the last month. Another 2 parbin P1's were raised today, both reoccurring issues and both having occurred twice now in the past week. Spent a significant volume of time on P1 35607 Tickets getting stuck when been through the fault checker (Upgraded from P2). This occurs quite frequently for varying reasons but we need to make sure it's fixed for faults phase 2. It also created significant work for the CSC and alot of customer disatisfaction when it happens. We need a failover so tickets don't get stuck when problems are encountered. Work will continue on this one tommorrow. Service Status Due:- CCGI Issues (35970) - UPDATE @ 1pm Friday Broadband Disconnections - (Ref 34944) - UPDATE @ 4pm Friday Missing Webstats (35910) - UPDATE @ 3pm Friday Premium Rate Support Availability - UPDATE @ 3pm Friday Announcements Due:- VMBU problem update and interim usage accounting update for PAYG customers Other Stuff:- There has been discussion of having 3 separate problem hoppers. The existing hopper will be used for Dev work with another hopper for Content rollouts and a third for Networks (pending approval). This would certainly help raise visibility of key issues across the 3 departments and would assist the tracking of issues within the CSC. I have today collated an issues log on open VMBU/CBC/Ellacoya issues in the problem tool. I have closed a number of duplicates and we will be drafting an announcement for the CSC/Customer Base so we all know what issues there are. This should hopefully put an end to the dispcrepencies often reported by End Users. Comms coverage is low tommorrow. See internal forum posts for further info. I will be available on my mobile should I need to be contacted and Mand and Liam are in the office. Mand is primary problem contact.