At 11:43 p.m. 17/11/2004, you wrote:
>Orcon newsletter Highlights,
>
>Helpdesk Overload
>
> In anticipation of the load that our helpdesk would come under because of our BitStream promotion and other advertising campaigns, we increased the number of simultaneous helpdesk people on our team from 12 people to 26 over the last couple of months.
>
> However, our call volumes have actually quadrupled because of UBS provisioning issues, and therefore we are on the back foot at present. Wait times on the helpdesk have increased from less than a minute to around 1/2 an hour, and we are having difficulty getting emails answered.

One thing it doesn't mention but their MOTD said is that they've found a bug in their call system which is this:

"Callers are being advised incorrectly the wait time to be answered when all available trunk lines are in use. A software bug is causing callers to hear they have 1 minute to wait."

I believe some people here have encountered this so it's helpful to know they're aware of the problem

> We believe that as soon as the majority of our UBS users are
> provisioned, that we will have more than enough helpdesk staff and our service levels will rise back to 'excellent'. We expect this to be somewhere in early December, and hopefully sooner.

This suggests they expect the backlog to be completed in early December which suggest just over 2 months... (see below)

> On 14th November, Orcon won BEST ISP at the NetGuide Web Awards as voted by you. The team is delighted with this result. We promise to give you plenty reasons to vote for us again next year. We appreciate your patience and your loyalty, thank you.
>
>Progress
> We are currently around 1/2 way through provisioning the list of
> several thousand customers that we have had sign up for our UBS service. When UBS was first proposed to us, we assumed that it would be a fairly simple process for us to get our users moved across from Telecom JetStream. However, this has not been the case, and the UBS moves have been a very manual process with us having to perform many tasks to get each customer working. Telecom is only able to move a maximum of 90 customers across per working day, or around 3,000 per month - we have now been moving customers over for 1-2 months.

Interesting. It doesn't say but I wonder if this is only for Orcon or in total? If there are only 3000 total it doesn't say much for the success of Bitstream does it? Even if it is Orcon only, IMHO it still is quite bad news since Orcon must have at least 1/3 of the total UBS/i-UBS users, probably closer to 1/2 or more. If it only takes about 2 months to complete all the trasfers, this suggests the first wave would only be about 18k users at most! If it were 4-5 months in total to complete the backlog this would be a more decent total...

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