{"id":3281,"date":"2010-05-28T21:13:47","date_gmt":"2010-05-28T20:13:47","guid":{"rendered":"https:\/\/brennigjones.com\/blog\/?p=3281"},"modified":"2012-04-27T15:37:14","modified_gmt":"2012-04-27T14:37:14","slug":"bt-outage-01993-exchange-3","status":"publish","type":"post","link":"https:\/\/brennigjones.com\/blog\/?p=3281","title":{"rendered":"BT outage, 01993 exchange (part 3)"},"content":{"rendered":"

Thursday 27th May 2010, 5.50am<\/strong>
\nI try to load web-pages, run an FTP command and access BTs own NNTP server. I also try to access BT Vision. All of these functions fail.<\/p>\n

I don\u2019t *want* to call the BT Broadband hell-desk, it is a pointless, fruitless experience that has yielded nothing of any value, but what is my alternative?<\/p>\n

I decide to browse BTs forums and I am actually thrilled to find other BT Broadband subscribers from the 01993 area, who are all experiencing identical problems!<\/p>\n

I call the Broadband hell-desk. The chap on the other end says there is a technical problem and it will take 4-5 hours to fix. I tell him I\u2019ve been waiting for three days and I\u2019m asked to hold.<\/p>\n

When he came back on the line it was to tell me that there is no longer a problem in my area, that it has been fixed.<\/p>\n

I tell him that it hasn\u2019t been fixed because I still can\u2019t load web-pages, can\u2019t establish an FTP connection and can\u2019t access BTs own NNTP server.<\/p>\n

He says we can fix these things. I admire his resolve.<\/p>\n

I\u2019m told to reset my WiFi router and instructed to run a couple of command-line updates to clear the laptop cache.<\/p>\n

None of these actions fixed the problem, so the call-centre operator puts me on hold again.<\/p>\n

When he returns it is to contradict himself; there definitely is a service outage and it will take approximately four hours to rectify.<\/p>\n

*sigh*<\/p>\n

As I was hanging up the phone my mobile rang, it was xxxx from BTCare. I\u2019m not altogether sure what this guy\u2019s role is, but I get a strong sense of ownership from him \u00e2\u20ac\u201c that he\u2019s owning my problem and is going to try and sit with it until it is resolved.<\/p>\n

It\u2019s clear, from our conversation, that he\u2019s up to date on the quantity and content of my telephone contacts with the various call-centres.<\/p>\n

He tells me that according to the status boards, there is no service outage in my area (which contradicts the information I\u2019ve just been given!) but, he goes on to say, it is equally clear from the number of people in the 01993 area who are experiencing the same problem, that there clearly *is* a problem. He says he will do some running around and will call me back shortly.<\/p>\n

Although getting his call gave me a lift, my faith in BT has been so tainted that I\u2019m not convinced he will call back.<\/p>\n

Ten minutes later he calls back. A major service outage has been escalated to a technical team and he\u2019ll call me back after 11am with an additional update.<\/p>\n

Around noon he calls back to say that the problem is being flagged as \u2018fixed\u2019. \u2018Can you connect to the internet?\u2019 he asks.<\/p>\n

No.<\/p>\n

So we have arranged that an engineer will visit tomorrow morning.<\/p>\n

I notice that in the late afternoon a problem status page appeared on BT\u2019s \u2018faults\u2019 website, with an expected \u2018two hour fix\u2019 statement.<\/p>\n

Four hours later the status against this problem is \u2018Fixed\u2019.<\/p>\n

Yay!<\/p>\n

I try to connect to the internet. I try to run an FTP session. I try to connect to BT\u2019s NNTP server. All of these actions fail. The problem clearly has not been fixed.<\/p>\n

I go to bed feeling very grumpy.<\/p>\n

Judging by the comments on BT\u2019s customer bulletin board from other 01993 subscribers, I am not alone.<\/p>\n","protected":false},"excerpt":{"rendered":"

Thursday 27th May 2010, 5.50am I try to load web-pages, run an FTP command and access BTs own NNTP server. I also try to access<\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3281","post","type-post","status-publish","format-standard","hentry","category-stuff","two-columns"],"_links":{"self":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/3281","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3281"}],"version-history":[{"count":0,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/3281\/revisions"}],"wp:attachment":[{"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3281"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3281"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/brennigjones.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3281"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}