My g/f has had metronet services for about 5 months now, and has never had any problems. Never had any cause to email/ phone customer services, but she had an email today from them. This is the kind of information that is appreciated by customers
great work guys!
apologies for the long post........
Quote:
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Originally Posted by Metronet Email
Dear Sir/Madam
Firstly, as customers have experienced over the past few days there has been an
inability to connect first time, everytime in the way you have come to expect at
MetroNet and here we want to highlight the reasons for the peak time congestion
currently being faced and what we are doing about it.
As you know from our last email we are awaiting on BT to install a new 155Mb
central pipe which will allow us to offer our service to an increasingly larger
number of people looking to join as well as provide existing customers with
better throughput of data and more optimised control this sort of connectivity
allows.
While we await the install of the 155Mb pipe around the 18 June, as you will
expect, we are proving attractive to new customers to the service and one of the
ways we hoped to be able to continue to accept them was based on certain
assurances provided by BT that the recent changes in the way we buy ADSL
services wholesale from BT would enable us to terminate increased numbers of
customers on our existing pipes given our better internal utilisation of those
pipes and the fact that this was a facility they announced originally as being
available under the new terms of their wholesale services to ISPs like
ourselves.
However we are now told that this is not going to be possible, certainly not
till later next Quarter, as they have had to hold fire for various reasons which
has placed us in the unfortunate position that we are now in. The redress we are
seeking from BT to open up more sessions is falling on deaf ears but we are
pushing them hard to bring forward the activation of our new pipe to alleviate
this problem as quickly as possible.
Suffice to say during peak times between 7pm and 10pm you may find it difficult
to connect first time and this is highly embarrassing for us and we acknowledge
frustrating for you. However from what we can see most people are able to
connect within minutes of when they need and therefore please keep trying.
As an interim solution between now and 18 June we will be slowing the number of
activations of orders already in progress and all orders placed after 21 May
2004 will not now be activated till after our 155Mb pipe is made live on the 18
June 2004. Given the low cost nature of our service this is not an ideal
business move on our part but one we hope will indicate our care and commitment
to you as much as prevent exacerbating the problem.
We would like to also ask existing customers to assist, if we may, as much as by
asking you to bear with us and to help by disconnecting (log off your
modem/router) when you are not actively using the service to allow other
customers the opportunity to login. As a lot of our customers require very short
periods of access, by the very nature of the service, we hope that you will be
able to assist us in this way. You are not of course obliged to do so but it
would benefit all customers if we could effect this 'fair play' approach for the
next 3 to 4 weeks till normal service is resumed.
Be assured we are harassing BT to install our 155Mb pipe as quickly as possible
and indeed our engineers are already waiting to ensure we can bring the new pipe
online just as soon as possible after BT have done their part. We are hopeful of
an earlier end to this problem as the first set of hardware is being installed
by BT as of today.
We are sorry that you are having to face this situation currently and we hope
you will be able to bear with us for the next few weeks.
Thank you for your patience and understanding.
Regards
ADSL Services Team
MetroNet
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might be tempting fate by saying this, but Ann hasn't even experienced the problems they mentioned!
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