News Delays getting faults fixed
7th July 2010: We are sorry to report that over the last few days we have had some significant delays in getting faults progressed within BT. The issue is an unexpected change in the way BT handle faults at both the technical level and the policy level which has made it impossible to progress faults. Some of this was briefed to us but the full implications were not clear at the time so this came as a bit of a surprise.
We have had several discussions with BT during the day, and we are making progress on this. We expect to make a number of technical changes during the day on Wednesday that should allow faults to start progressing smoothly again.
The whole process of Special Faults Investigations has been an issue between BT and us (and many other ISPs) for some years, and while BT are working on new and better solutions (with SFI2) there are still some areas where we do not yet reach full agreement. However, we are continuing talks with BT on this to come up with longer term solutions.
We are expecting to be involved in trials of SFI2 over the next few weeks. SFI2 has a lot of changes to avoid conflicts and incorrect charges - these include new test equipment, better notes, and a clear sign off process where a working service is demonstrated to our customer at the end. We'll advise customers where this new process applies as and when we make use of the new service. We are hoping this will improve fault repair times as well.
Thank you for your patience.
