2 x Outages

#1
I'm posting on here seeing as though I'm being ignored via e-mail.
We’ve experienced two outages now in a week, first on 20/02/2014 and 27/02/2014.

We would like a full explanation as to both issues and what steps you are making to ensure that it will not happen again. Both of these outages lasted several hours and this really is not acceptable particularly when your own phone lines also don’t work during these outages. You are less than forthcoming with explanations on both your Twitter page and your Forum posts which we aren’t even allowed to reply to.

We have PSTN Failover numbers entered into our account so I would also like to know why this appears not to work when you are having issues. One would assume that this is what this facility is for?

As a result of both outages, our account has lost credit due to failed registrations, etc. We feel it is only fair that this is credited back to the account as it was your issues that caused the credit to be used. As a result of the outage, our customers were unable to reach us for a significant amount of time which has led to a lot of complains and potentially a loss of business.

I hope that you can do something to restore my confidence in the Voipfone service.

Re: 2 x Outages

#2
We are not ignoring emails. We are taking longer than we usually would to respond to some emails at the moment, those in relation to the outage. We can't extensively answer some questions at the moment until full internal investigations have been completed and investigations by suppliers have been completed and passed to us.
Forum posts which we aren’t even allowed to reply to.
The service status page is designed for service status information only. Allowing customers to respond to those would create many unnecessary alerts to people who are specifically subscribing for updates from Voipfone. The rest of the forum can be used to freely discuss any points you may have.
We have PSTN Failover numbers entered into our account so I would also like to know why this appears not to work when you are having issues. One would assume that this is what this facility is for?
The PSTN failover is designed to operate when a customer loses their connectivity to the Internet or their system / device stops working. This is a much more common occurrence than our network having an outage as occurred on Thursday. In the last 7 years we've had two serious outages, each lasting just under 2 hours.

PSTN failover isn't designed to happen when our own network fails. Our network is in fact designed to not fail itself, being in two data centres with failover between the two.
As a result of both outages, our account has lost credit due to failed registrations, etc. We feel it is only fair that this is credited back to the account as it was your issues that caused the credit to be used. As a result of the outage, our customers were unable to reach us for a significant amount of time which has led to a lot of complains and potentially a loss of business.

I hope that you can do something to restore my confidence in the Voipfone service.
We'll be in touch by email early next week once everything has been reviewed.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

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