BT Wholesale Customer Service Forum
22nd August 2013, 4:00pm
These are the questions asked on the call, complete with answers:
Name
Brian Storey
(Gamma)
Question & Answer
For Jeff Rawlings: We've seen a sharp spike in MNSD fall outs. Encouraged
your testing is finding the faults before hand over, however the time to resolve is
becoming very frustrating. We are informed there is a 5 day SLA although this
doesn't map in to any agreements we have with you. Further, for software
related incidents, it seems where escalations in to the ASG are concerned;
these can only be escalated by the Service Centres 7 days after the case has
been raised. There is a total disjoint going on here. Are you aware of this?
There have been some issues with MNSD fall outs, and how these are
then raised as Faults/Bridge cases with our ASG colleagues, so we have
agreed a process that we use involving a “Hash Tag” on these orders, to
highlight to them the importance of dealing with these issues first, as they
are directly effecting our ability to pass service to our Customers. Other
non-service effecting issues in the delivery process can be reported as
“Service Requests” and these can take up to 7 days to be resolved, but
these should not be used on service affecting problems. I have re-briefed
the SPOC’s on the importance of using the “Hash Tag” when reporting
MNSD related faults to the ASG teams. The drive within the ASG teams is
to deal with service affecting system faults immediately SPOC’s do not
have to wait 7 days to escalate service affecting Bridge cases that are
raised.
Ian Boydon
(Plusnet)
For Russ Gittins: We have noticed recently that the BT estimate for Fibre
speeds on lines is changing after a period of time. I am assuming that this is
due to contention, as more connections are added at the cabinets? The
problem is, it makes it difficult for us to determine whether or not a customer
has a speed issue or not. We have seen examples recently where a customer
has raised a speed fault with us and after a week or so of investigation, the BT
estimate has been reduced and we then have to tell the customer there is no
problem as their speed is within range of the new estimate. As you can imagine,
this causes a lot of dissat with our customers. Could you please advise what the
situation is regarding the speed estimates? Surely in future, would it not be
better for BT to supply an acceptable speed range, as opposed to a particular
figure?
Line Length, Line Quality and Cable Fill can affect the estimates given by
the speed checker. Speed estimates assume an average local line length
of 50 metres, however this is an average and local line length can
sometimes be up to 1km. A more in-depth explanation on speed estimate
variations, that can be used for end user customer discussions can be
found at the follow site;
http://www.openreach.co.uk/orpg/customerzone/products/superfastfibreaccess/fibretothecabinet/description/downloads/FTTC%20Produ
ct%20Description%20Issue%209.pdf
Supporting material for the understanding of sync rates and through put
on fibre can also be found here.
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For Russ Gittins: This is a message I received from a colleague this week: "I am
currently trying to call the REIN team and every ten seconds I am getting a
message stating “Sorry for the long wait, we will answer your call as soon as
possible”. As this is every ten seconds and I have been waiting 16 minutes to
get through I have heard this message nearly a hundred times. Can we please
get the time between these automated messages increased as there is no need
for it every ten seconds
Openreach have investigated and believe this was a one off platform
issue. If customers have had similar experiences more recently then
please let us know and we will follow up with Openreach. For information:
you should come to BT Wholesale on SFI cases and the REIN helpdesk
will provide weekly updates. However, if it is a Boost query you should
contact the Openreach REIN helpdesk
Nicholas Guest
(Vodafone)
Hi there, I may have missed it but how will ISPs be notified of the appointment
being re-appointed if it is to fail, as many ISPs use our own systems to manage
tickets we may not pick up on a KCI if we have an existing appointment booked.
Will a phone call be made to notify us?
The details of how this would operate are being worked through by
Openreach and will form part of any proposal they present back to
industry. This is expected to be at the CSPG forum in September.
Muhammad
Sikandar (Resilient
Networks plc)
It is felt that the main focus has been around Ethernet and Broadband services,
which is certainly useful. However it will be good to review performance,
delivery around the BTW CSI (Customer Site Interconnect) product in the next
Customer Service Forum.
We will include in the next Forum and Fondetta D’Cruz has contacted
Muhammad directly giving details of the Interconnect forum.
Chris Smith
(Gamma)
Earlier it was mentioned that you are looking in to reasons why engineer visits
are failing and you are looking to assist us in reducing this. Are you looking
internally at why visits fail as well? We often experience engineers going to the
wrong site despite us already having provided site details, often more than once
via the echat service.
Call took place with Chris Smith at Gamma who has shared examples
which are being investigated by Openreach to establish the root cause.
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