Schools Broadband - Service Credit for Outage

[SchoolsBroadband]

Live logs look like they are working, but are on demand reports ?

 

Hi @caffrey,

 

as per our recent notification we are having some intermittency regarding the live logs and immediate on demand reports. We believe this to be Netsweeper software related and we're working with them on fixing the issue. It's likely this is also related to the underlying issue we have had of late regarding stability. That said Netsweeper have stabilised things but to the detriment of the live logs.

 

The reason is rather complex to say the least and Netsweeper are still investigating. I have another call with their CTO and CEO on Friday although they are engaged with our team daily at an engineering level.

 

Thanks

 

Dave

[TMBS]

No idea if this is a good suggestion or not, I’ve found the flow of information fairly awful from SBB, more emails as of late which is good, I completely understand that it’s not always possible to update etc.

Is there anyway to possibly communicate outages/issues through a quickly accessible means at all? Say Twitter for instance. Just keeps it brief i.e “Currently experiencing Netsweeper issue, these are the services effected, ETA to get back” or something.

Customers shouldn’t have to log into forums in order to see current statuses of things, granted they shouldn’t have to go on Twitter either but it’s far more accessible I would have thought, granted you can still get a boat load of grief on Twitter but at least it’s got a maximum character count of grief!

Just my 2p

 

I asked months ago if they could just play a message on their phone line letting customers know there were issues. This would save time on hold too...

[SchoolsBroadband]

I asked months ago if they could just play a message on their phone line letting customers know there were issues. This would save time on hold too...

 

Hi Tracey,

 

that is something we generally do. I'm not sure why it wasn't in this instance though as the team do have a process to follow. We have spoken with Angela who is head of support who has assured me that won't happen again.

 

Thanks

 

Dave

[TMBS]

Hi Tracey,

that is something we generally do. I'm not sure why it wasn't in this instance though as the team do have a process to follow. We have spoken with Angela who is head of support who has assured me that won't happen again.

Thanks

Dave

There has never been a message playing when I ring with connectivity issues and I always say to the engineer it would be useful...

[Edu-IT]

I’ve had them in the past. They are useful as you can just hang up.

[Hotel23]

Does anyone else find that when you log a support ticket with support you hear absolutely nothing in the way of updates and have to phone up to actually try and progress the ticket?

[TMBS]

Does anyone else find that when you log a support ticket with support you hear absolutely nothing in the way of updates and have to phone up to actually try and progress the ticket?

 

Yes, or they close the ticket without speaking to you!

[Wubbalubbadub]

Does anyone else find that when you log a support ticket with support you hear absolutely nothing in the way of updates and have to phone up to actually try and progress the ticket?

 

1. yup.. even when i phone up now i get told someone will email/call me back or nothing.

 

2. That being said.. if i can manage to get Sean.. he's super good!

 

The rest... rubbish and line one applies! It infuriating beyond belief!

[Hotel23]

1. yup.. even when i phone up now i get told someone will email/call me back or nothing.

 

2. That being said.. if i can manage to get Sean.. he's super good!

 

The rest... rubbish and line one applies! It infuriating beyond belief!

 

Certainly agree with line one!

[Edu-IT]

Hi @caffrey,

 

as per our recent notification we are having some intermittency regarding the live logs and immediate on demand reports. We believe this to be Netsweeper software related and we're working with them on fixing the issue. It's likely this is also related to the underlying issue we have had of late regarding stability. That said Netsweeper have stabilised things but to the detriment of the live logs.

 

The reason is rather complex to say the least and Netsweeper are still investigating. I have another call with their CTO and CEO on Friday although they are engaged with our team daily at an engineering level.

 

Thanks

 

Dave

Did the RFO ever get circulated?

[SchoolsBroadband]

Hi @edut-it,

 

we put in a holding update. We are still working with Netsweeper and although we both believe we know where the issue is we do not yet have the full definitive answer that we agree on. As soon as we do we will update everyone. What I can say is that the issue will not happen again as we know how to mitigate it.

 

My apologies if this sounds slightly cryptic but without writing pages of information to explain what's happened in full and what both parties have discovered it's difficult to explain.

 

What i will say is please watch this space as we've not "pushed this under the carpet"

 

Thanks

 

Dave

[Edu-IT]

That’s great, thanks.