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Update from Be - 21/10/05

BrettatBe

ISP Rep
Dear Be-ings

A big thank you to everyone who has contacted us with their comments, advice and, yes, complaints – your input is absolutely invaluable in helping to ensure that our service just gets better. As with everything we do, we’re committed to delivering nothing short of the best.

We can only say how deeply sorry we are to anyone who’s been affected by any of the issues described below. We’re working flat-out to resolve these issues, as quickly and effectively as possible. On the upside, we’re making good progress.


Resetting your Be Box
Please DO NOT reset your Be Box. By resetting your Be Box, you lose your Be templates and will then need to download them again. If you’ve already reset your Be Box, please contact member services and they’ll send you new ones.

To help matters, we’re working to make the templates available online. Also, Be settings will not be lost on future Be Boxes when they are reset.

Service update
In the UK, the copper wires that connect you to your local BT exchange vary greatly in quality and it has come to our attention that certain members are having issues with excessive line noise (caused predominantly by the copper quality), which is resulting in some service instability. Unfortunately any ISP bringing ADSL2+ technology to this country would face this problem as it is obviously not possible to pre-test every UK line in advance, but as always we’re very grateful that you are such a pioneering community.

We are currently testing multiple SNR margins between 1-12db and anyone affected will be given a new profile during the course of today and tomorrow. The good news is, you won’t need to individually request this new profile if you’ve been affected by line noise and this new, more stable profile will become our default profile for all future connections.

There is a possibility that your speed may be reduced slightly when the new profiles are applied. However, our current tests show this should be marginal, while the service stability is significantly improved.

If you have any speed questions or issues, please do not call our member services centre as this will prevent our busy Be agents from dealing with members who have connection or stability issues (which are currently being prioritised). Please instead raise a ticket online or send an email to
memberservices@beunlimited.co.uk and we’ll get a technician to look at and respond to each case as soon as possible.

Customer support
Admittedly, an area of weakness over the last few weeks. We’re extremely sorry that some of you have experienced such difficulties in getting hold of us. To cope with the increased demand, we’ve already recruited additional Be agents. They are due to have completed their training within the next few weeks. Until then, everyone here at Be is working hard to answer your queries as quickly as possible, and we all send a huge thank you to our members who have been so patient with us during this time.

We also ask that members DO NOT use the “contact us” area online, as we are currently prioritising member ticket and emails and it will take us longer to respond to you if you contact us in this manner.

Finally, we have listened to your feedback and are going to be introducing 0845 local call rate numbers soon. Until then, you are welcome to call the following numbers instead:

Home sales hotline on 020 7136 0641
Office sales hotline on 020 7136 0642
Home member hotline on 020 7136 0643
Office member hotline on 020 7136 0644

We’ll be using this announcement section regularly over the next few weeks, so do pop back in for more updates on our progress.

With very best regards to you all,

Brett
Head of Member Services
 
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