Plusnet Service

There appears to be two problems with the connection profiles in workplace:

1. Customers on legacy connection profiles
December 06 we cleared out the legacy connection profiles and moved everybody onto a new, correct connection profile (all profiles now start with Generic Speed XX). There appears however to be a number of customers still on legacy profiles such as "Residential premier option 1 - no time out" or "Residential Plus 2Mb - No Time Out". These accounts need to be updated and moved onto the correct profile.

2. Workplace speed profiles :-
It seems a large amount of customers that have already been upgraded to MaxDSL do not have the correct speed profile set in their account. This is causing extra contacts and requires an experienced member of staff (someone with the right permissions) to update this profile.

Obviously the root cause of the problem needs to be identified and fixed however we also need to identify those customers on legacy connection profiles or incorrect speed profiles and update them accordingly.

If you were logged in to the portal, you could associate your username with this problem.

Problem has been assigned to our Quality Assurance team for further investigation.

Problem has been passed to a developer to ascertain how many customers this is affecting.

Spot check shows that the December fix, if re-applied, will resolve the issue for majority of affected customers.

The fix for customers provisioned on IPStream Max products is implemented and is being tested by our Quality Assurance team.

The fixup script passed Quality Assurance, it is now running on the Live platform and updating customers to correct connection profiles.

All customers provisioned on IPStream Max products were updated successfully and should now have correct correction profiles.