Today's outage and next steps

[Tim_idnet]

Dear All,

We have suffered several BT faults in the past 10 days. All appear to be due to "human error". Whilst we accept that equipment breaks and, indeed, people make mistakes, it is important that lessons are learned and processes corrected to prevent recurrence. Most important is that mistakes are corrected quickly and we feel that BT has been far too slow on too many occasions when correcting mistakes. Moreover, on each occasion we have given them timely and accurate synopses of the likely root of the fault which has been ignored in favour of following pre-set procedures. In our opinion valuable time was wasted in following unintelligent fault flow-charts fruitlessly. We want to make them listen to us!

Needless to say we would like to sincerely apologise to all of you for these recent outages. Although the outages have been out of our hands, we as the Service Provider have to take responsibility and reassure you, our very valued customers, that we are taking all the measures that we possibly can to avoid the chances of this happening again.

We have requested a meeting with BT Management for these reassurances and we will keep you posted on our discussions. However, it's clear now that we can't rely on BT alone - the risk to our business is too great. Therefore we are in the process of opening discussions with additional suppliers and we will keep you posted on how these discussions progress.

In the meantime, please bare with us, we continue to be committed in providing you with the very best levels of service, and we sincerely believe that despite being repeatedly let down by BT, we are now taking the appropriate measures, to protect us and you, going forward.

Regards
Tim