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Update from Brett at BE 31st Oct

BrettatBe

ISP Rep
Forum Announcement – 28th October 2005

Dear Be-ings,

It’s been a while since last I wrote, so I thought you’d welcome an update about what’s been going on here at Be.

As always, a huge thank you to everyone who has responded to our previous announcements. We really appreciate your feedback, which helps us to fastrack solutions.

While there are still some issues we are working to resolve, we’re making good progress. In the following paragraphs, we’ll give you a better idea of what exactly is being done to smooth out our service as quickly as possible.

Member support
First off, the entire Be team has been working flat out to reduce the support turnover times. And, more importantly, to improve your overall Be member experience. We’re training more new staff to tackle the unexpected interest in our service and now have a total of 20 new operators hitting the phones over the next five weeks. We wish we could get them all on the phones today, but it’s essential that they’re fully trained beforehand so they can most effectively help our members will their support needs.

If you would like to contact us, the best way to do so is by raising a ‘ticket’ in the member centre. These tickets are currently being prioritised, so this is the best way to ensure that your question or issue is received by someone at Be.

We ask you please, please not to create multiple tickets for the same issue. Rather than getting us to respond to you sooner, this just adds to the overall time it takes us to get back to you. Furthermore, if we have the entire history of the situation in just one ticket then we’re able to respond much faster and more effectively – so updating the same ticket when you have more information really helps us. And, therefore, you!

If you’d like to speak to one of our Be agents in person, we advise you to call outside of our peak hours (which are between 9.30am and 8pm) to minimise the average waiting time. Our member centre hotlines are open 24 hours a day.

SMTP1.Betherenow.co.uk
During maintenance of our SMTP server earlier this week, there was a temporary disruption because of an incorrect configuration. This affected members who used pop3 programmes such as Outlook, Eudora and Thunderbird. We’re extremely sorry for any inconvenience this has caused . We have redundancy and back-up procedures in place to ensure reliable use of our mail servers.


SMTP mail servers
Be supports the industry’s best practice to reduce spam, by insuring that all mail sent by SMTP goes through our Be servers. We’ve been listening to your feedback and reading your posts on this matter and understand that you may wish to use your own web server to send mail using port 25.

In order to make port 25 available to you, please send us a letter with your details, signature and reason why you require use of port 25, together with personal assurance that you will not be sending spam. If you can provide us with a valid reason, we’ll make port 25 available for you within 3-5 working days. This is done at the sole discretion of Be, on a case-by-case basis. Please send all written requests to:

Brett Coles
Be House
62 Lancaster Mews
London
W2 3QG


Internet backbones
To make your Be experience even better, we’re planning to extend our Internet transit to give you better connectivity and redundancy across the country and around the world.
BT phone master socket
In order to ensure that you get the fastest speeds available to you, please ensure that you plug your Be Box directly into your BT master phone socket (usually located close to your door with the BT logo on it). The variable quality of interior and extension wiring affects your broadband speed.

In addition, try to avoid using long extension cables when connecting your Be Box to your BT socket. These also add noise to your connection, which will affect your speeds.

Update on our connection/services issues
We currently have a team of R&D specialists fine-tuning our profiles. This helps ensure that all Be members enjoy the highest speed available to them, together with the most stable connection.

When testing these profiles, we take a sample of lines that are having difficulties and monitor all activity and issues on that line over a period of time. We then analyse the data and tweak the profile based upon the information collected. Afterwards, the new profiles are applied to the subset of lines and left to run overnight to ensure that it behaves as expected. This process takes awhile (it’s not us simply taking our time) and we looking forward to letting you know when it’s complete.

For the few of you with connection issues, please be sure to leave your Be Boxes connected and switched on, as that’s the only way that we can analyse your line and fix the problem.

The good news
The average time to provision service has fallen from over 4 weeks during the pilot to under 2 weeks for those who have placed orders during the last few weeks. This represents a significant improvement in our processes and integration with BT.

For orders placed since our launch (not including the pilot) which have been delivered, 100% are within 4 weeks and 81% are within 2 weeks, thus surpassing our previously stated goals of 100% and 75%. As well as improving current and future order provisioning, we are still committed to clearing any issues in earlier orders.

We have also made great progress in resolving the stability issues and finding profiles that better tolerate line noise. In addition, we’ve found a way to make better use of the entire ADSL2+ frequency spectrum and our initial tests show that for members closer to the exchanges this could mean an increase of up to 2 megs. This is currently being tested, but we’ll update everyone’s profiles if the tests are successful.

That’s it from us for now. If you have any comments or suggestion, please send an email to memberservices@beunlimited.co.uk

With best regards,

Brett Coles
Head of Be member services
 

AlexSpy

Member
Its good to see this progress for Be's services, and after reading loads of user reviews i decided to go for Be as my first UK isp. The day i installed my BT phoneline i ordered since it seemed to be available in my area (Primrose Hill exchange), however its been more than 2 weeks (ordered 14th of October) and still no activation email or anything. My question here is this, how do i promptly cancel my order? I just need the internet at home urgently for my work and this is taking far too long. I regret it now, but i prefere to get something with a provider that say they can activate me within 5 days (see Zen) rather than wait soooo long for a service that might not be as good. I know i've waited 2+ weeks so far, but my patience has ran out with that india call centre (can never hear them and waiting is too long). I even put up a ticket since a week ago and nothing still. Dont know if anyone can help, and i dont know how often Brett checks this thread but anyway.

Alex
 
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