Silvermead Compensates For Outage
Posted: 21st Oct, 2003 By: MarkJ
Silvermead, another broadband satellite ISP supplied by Plenexis, has followed CentralPOINT in being able to issue an unspecified number of customers with compensation following service outages:
Due to recent service outages, we have been authorised by our provider, Plenexis, to pass on an amount of compensation and to thank you for your patience.
The two outages have both been caused by issues with DNS and problems with the previously sole connectivity partner or leased lines into the network. We would like to reassure members that this potential weakness in the network, has now been resolved by adding duplicate servers and connectivity at London directly to the new gateway and transponder, and also in Moscow. It is our understanding that all three points will continue to support the network, despite the European transponder going offline later in October.
On that topic, members who remain on the European transponder will be contacted shortly about their automatic move, but we can advise in advance that moves will take place in 5 daily batches during the week October 20th to October 24th (inclusive). If you would like to move to the new, UK transponder in advance, please email your username to: [email protected]
The compensation will be available to members who had an activate account for the duration of September 2003, and remain an active member at the point of compensation being paid.
If you were affected by the outages and wish to make a claim, please send your username and full postcode to: [email protected]
Compensation, to the value of £10.00, will be processed as a refund to your credit or debit card within 4 weeks of claim, or paid by cheque if you pay by direct debit. Government grant customers will automatically receive the compensation as a credit to their accounts and do not need to claim.
All claims must be received by Silvermead before November 1st, 2003.
Once again, its good to see ISPs and their supplier take responsibility and compensate customers for any lost service. Thanks to Nathan for passing this on.
Due to recent service outages, we have been authorised by our provider, Plenexis, to pass on an amount of compensation and to thank you for your patience.
The two outages have both been caused by issues with DNS and problems with the previously sole connectivity partner or leased lines into the network. We would like to reassure members that this potential weakness in the network, has now been resolved by adding duplicate servers and connectivity at London directly to the new gateway and transponder, and also in Moscow. It is our understanding that all three points will continue to support the network, despite the European transponder going offline later in October.
On that topic, members who remain on the European transponder will be contacted shortly about their automatic move, but we can advise in advance that moves will take place in 5 daily batches during the week October 20th to October 24th (inclusive). If you would like to move to the new, UK transponder in advance, please email your username to: [email protected]
The compensation will be available to members who had an activate account for the duration of September 2003, and remain an active member at the point of compensation being paid.
If you were affected by the outages and wish to make a claim, please send your username and full postcode to: [email protected]
Compensation, to the value of £10.00, will be processed as a refund to your credit or debit card within 4 weeks of claim, or paid by cheque if you pay by direct debit. Government grant customers will automatically receive the compensation as a credit to their accounts and do not need to claim.
All claims must be received by Silvermead before November 1st, 2003.
Once again, its good to see ISPs and their supplier take responsibility and compensate customers for any lost service. Thanks to Nathan for passing this on.
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