hi guys.
This is really important please read and digest this as it may result in failing some of quality.
mark
-----Original Message-----
From: Albert Dock Communications
Sent: 20 November 2006 16:40
To: HSD Managers Albert Dock
Subject: Subscriber Traffic Management
Importance: High
Please forward to your teams. Any questions please let me know. Thanks
What are we doing?
NTL:Telewest are conducting an open ended trial using Subscriber Traffic Management. This is currently being implemented on a small part of the ex-Telewest network. The areas are Preston, Wigan and Blackpool.
Why are we doing this?
The trial aims to prevent or reduce the effects of a minority of customers who download large files consistently during peak hours, thus preventing the majority of customers from enjoying an optimal customer experience. For instance we know that around 10% of these users utilise up to 70% of network capacity.
What is the customer experience?
Those customers in the Preston, Wigan and Blackpool areas who have the policies applied to their connection between the hours of 4pm and midnight will experience their download / upload speed being constrained by around 50% for 2 hours, after which their service will return to normal. This can happen more than once during that period. We are closely monitoring their experience, early indications suggest that on average this affects only a small % of our users.
What if I receive a call?
Please troubleshoot as normal. Remember that if do not troubleshoot the issue that the customer calls into the centre with, you may fail Quality in the section ' ability to diagnose and fix'.
Remember that this is only a trial & we are enforcing a policy which is already covered as part of the blueyonder Hi -Speed Internet and Dial Up Terms and conditions section E15 Use of the Services which states:-
'We reserve the right to restrict access to the 'services' and to impose data traffic restrictions at our discretion, in order to implement new facilities, allow data retrieval and maintain service levels.'
From Monday 20 November we will be making this clear to those customers who ask direct questions about STM. This may generate customer dissatisfaction and as such may result in customer complaints, these should be logged as follows:
Tier1 HSI Complaint
Tier2 HSI Service Complaint
Tier3 Level Of Service
If you have any questions please direct them to your Team Coach in the first instance.