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Originally Posted by jfknight
I just hope they plan the upgrades better this time.
Last time we had a bandwidth upgrade back in August, NTL managed to cut off my *Business* Internet service for 6 days, due to sheer lack of planning and internal communication on their part!
Apart from being given just 48 hours notice (and in peak holiday season) of the outage to migrate the circuits, information as to exactly what would be affected was seriously lacking. For example the fact that the IP address ranges were all changing.
For those of us with static IP addresses, this change in IP address ranges meant not only that things like VPN's needed reconfiguring, but also that Cable Modems had to be de-registered and re-registered to pick up the "new" static IP's. Unfortunately neither 1st or 2nd line support seemed to be aware at the time that the "autoreg" site was down for an extended period of planned work at the same time they were rolling these bandwidth upgrades. This meant that if you got de-registered, you were unable to re-register the CM and there was no alternative or manual means of doing it. This happened to me, and the inconvenience of reconfiguring VPN links and other affected systems paled into insignificance given that I was completely cut off for the best part of a week. The technician I spoke to on 1st line agreed with me that it was unacceptable for a business service and said he would raise an internal complaint.
I also raised an official complaint, which was totally ignored despite being sent several times via fax, email and registered post. I finally had a response last February after OTELO intervened.
As I say, hopefully this migration will be better thought out.
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All of the above is totally unacceptable and an utter disgrace. You have a business connection, exactly what did they think you were supposed to do?
I hope you were suitably recompensed. The hwole point of having a business connection is that you should be able to rely on it to a reasonable degree to support your business. Some faults may be unavoidable, but total incompetence is completely avoidable.