We have an interesting one today!
I have been reporting on the progress of One Touch Switching, and some of the many issues. To be clear, we are all working in the industry to make it work.
We are live on the "ramp up", and that has mostly gone well. We have some live switches going though. But there are also issues.
We have an interesting situation where, if, for example, we had a peering problem with some telco, or, well any problem with calls or internet or anything, with another telco, we would, reasonably, explain in a status post that there was an issue, who it was with, and what we, and they, are doing to resolve it. We are very used to that.
There is no point in saying "packets to *someone*, but we can't say who, are not routing correctly", or "calls to *someone*, but we can't say who, are not working right now". That would be utter nonsense.
However, I got a "slap on the wrist" for reporting on our status that one, or more, telcos was not handling match requests at present, were working on it (this is all a trial, really), and will be fixed soon. This is because I named them and explained publicly the problems they have.
So I am at a loss.
Do I remove them from the list of CPs on the ordering system? If I do I will be making it very public who they are by them not being on the list?
Do I say nothing, and leave customers, as one did today, trying over and over again to get a match request to work? But if I do not remove from the list, anyone trying a switch from them will see the problem - if I am not allowed to say there is a problem with them, do I have to somehow FAKE the system to pretend there is not a problem??!
I really cannot see the issue with saying what the issues are with the HUGE CAVEAT that this is ramp-up/trial. So once again a policy from TOTSCO that makes no sense.
But, I'll follow the rules. So sorry, some CPs are not working on the ramp up One Touch Switching, but you'll have to guess which they are. Good luck.
Politely ask where in the spec it says you're not allowed to comment on the status of the service
ReplyDeleteMaybe some automated status summary of matches sent and matches matched broken out against all the live providers. The stats don't lie and you won't be making an explicit "announcement" that someone's broken?
ReplyDeleteYou say it is a trial/ramp period. So just make that clear on your website and tell people something like "This is a trial/ramp period and problems may occur. If your match request does not work the first time of trying please let us know so we can investigate." Then if it is one of the ones you know is not working you can tell the person trying it without publishing a list of shame. Isn't that just obvious?
ReplyDeleteIndeed, done.
DeleteJust wondering with virgin media, what happens to the TV if you have a broadband, phone and TV package ?
ReplyDeleteThe "implications" notifications they send should tell you so you know before you go ahead.
DeleteHere's an example letter from VM, it briefly mentions TV but only that your "on the go" app won't work. TV services will continue. It doesn't say the cost implications (e.g. if a bundled discount expires?)
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Hello NAMEHERE,
Andrews & Arnold Ltd let us know that you’re thinking about switching your Broadband,Telephone over to them. Although we hope you change your mind, here’s everything you need to know about switching.
£0.00 Early Disconnection Fee
Because you’re still in contract with us, you’ll be charged an early disconnection fee if you switch. Any bundle charges, usage charges, or outstanding bills will be calculated separately based on your switch date.
What you'd need to do if you switch
Head to your My Virgin Media account to view and pay any outstanding balances.
After you switch, you'll need to send our equipment back to us, if you have any. We’ll be in touch with more details if you decide to go ahead.
How you’d be affected after switching
TVGo – You won’t be able to use remote TV access via our TVGo app.
Email – Your Virgin Media email services will stop working 90 days after you switch, and all emails will be lost – so make sure to save anything important.
Let’s have a chat
If you want to discuss any of this further, give us a call on 150 from a Virgin Media home phone or 0345 454 1111 from any other phone*.
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This depends on the type of TV service you have with Virgin. If it is an HFC service, it could remain. If it was an IP service, you would lose it.
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