Service Status - Check on the current status of our network

06/06/2013 @ 13:27

This is an update to the previous post regarding issues with our broadband faults checker.

The problem has now been fixed and the checker should now be working as expected, please use this tool to report any faults in the first instance if possible.

Please accept our apologies for the inconvenience.

Regards,

Adam Walker
Customer Support

06/06/2013 @ 12:13

Our Broadband fault checker is currently unavailable.

Some customers may encounter problems when trying to access the online fault checker or potentially encounter problems when running through the questions online.

Fault tickets that are already open are not affected by this issue.

Customers wishing to report a new broadband fault are advised to telephone our support centre or raise a ticket through our website.

We're currently investigating the problem and will provide further updates when available.

Please accept our apologies for any inconvenience caused.


Regards,

Adam Walker
Customer Support

31/05/2013 @ 13:22

This is an update to yesterday's posts about the problem affecting the reporting of customers' broadband usage.

Usage data continues to be populated against customers' accounts as normal.

Some customers may have periods of missing usage recorded against their accounts over recent days. This data is not recoverable and will not be counted towards any allowance you may have.

If usage is still not being recorded against your account then please try disconnecting/reconnecting and waiting a few hours before contacting support via the usual channels if you still have a problem.

Kind regards,

Bob Pullen
Customer Support.

30/05/2013 @ 17:21

This is an update to this afternoon's post about the problem affecting the reporting of customers' broadband usage.

Our engineers have identified the cause of the problem and usage data is now being populated against customers' accounts as normal.

You may still find that you are missing usage data from recent days, however usage from here onwards should be reported correctly.

We're going to leave this service status thread open overnight while we monitor the situation and determine whether or not we will be able to recover the missing usage data.

Best regards,

Bob Pullen
Customer Support.

30/05/2013 @ 16:28

This is an update to this afternoon's post about the problem affecting the display of customers' Home Phone bills when viewed on our website.

Our developers have fixed the underlying problem and customers phone bills should now be displayed correctly.

Apologies for any inconvenience the problem caused.

Kind regards,

Bob Pullen
Customer Support.