Resolved: 13:23, 22 Nov 2014
UPDATE 22 November 2014 1:25pm Our technical team report that they have isolated the cause of the poor performance on the network and have implemented a solution which they believe will greatly improve our client’s DSL experience. They will continue to monitor performance and refine network management, but we believe that clients should be experiencing normal internet speeds and latency. We’d like to encourage clients to test and if they are still unhappy with their overall experience to contact our support team, so that we can determine if there are outside factors affecting their DSL performance. We are sincerely grateful to clients for their support and patience over this period.
UPDATE 21 November 2014 11:00am Our team are reporting some progress, based on reports from clients, and we expect to see continuous improvement based on these reports. Our team are monitoring the effects of our latest changes, and will continue to work on this until they are satisfied that performance levels are acceptable. We’d like to thank clients for their patience. We’d like to encourage clients still experiencing no change in perfromance to troubleshoot with our support team to ensure that there are no other factors affecting their individual performance.
UPDATE 18 November 2014 8:30am We are still receiving some reports from clients who are not getting the level of experience expected. We will continue to test and monitor until we are confident that the network is working at optimal levels. We thank clients for their patience.
UPDATE 17 November 2014 14:30 Our technical team have been working tirelessly to improve network performance. They believe that have made significant progress and will be monitoring the network for performance. We thank clients for their patience during this time. Any clients experiencing poor performance should contact our support centre to perform standard troubleshooting.
UPDATE 14 November 2014 9:30am Our technical team have worked through the night for several days and are continuing to work towards improving our client’s internet experience. No expense or resource is being spared to resolve this as quickly as possible. We’d like to thank clients for their continued patience, and we hope to report more positive results very soon.
We’re receiving reports from some clients in the North, South and East regions experiencing slow speeds on their DSL connections. Our technical team are investigating incoming queries to determine the possible cause. We apologise to affected clients and assure them that we will continue to work towards improving their internet experience.
