Statement from Manx Telecom’s Chief Technology and Customer Service Director on 5th January 2014

| January 7, 2014 | 0 Comments

Manx Telecom Customer Care and engineering teams have been working 24/7 during the recent storms to ensure customers are kept connected wherever possible.

Kevin Paige, Chief Technology and Customer Service Director said:

“With the battering the Island has received during December and into the New Year; our fixed, mobile & broadband networks have continued to perform well with no major outages occurring. Issues with service have primarily been individual outages coming mainly from external influences like trees falling and water damage.

With a 33% increase on normal call-out rates in the days leading up to Christmas, our engineers worked tirelessly to ensure customers were not left without service over the Christmas and New Year period. Our Customer Support team, which is available 24 hours a day, brought in additional staff to deal with the increase in call volumes to the emergency services and to handle fault & assistance calls. Our engineers worked through-out the weekend of 21st & 22nd December to clear faults going into the Christmas period and to ensure customers had working service wherever possible.

On Saturday 4th January, some areas of the Island were hit by lightening; this caused damage for many customers who experienced issues with damaged equipment, sockets and line faults. Areas most affected were in the South and central areas of the Island including Castletown, Port Soderick and Marown. Parts of the Network impacted by the lightening continued to operate as designed under battery back up until mains power was restored. The only exception to this was reduced 3G/2G mobile coverage in the Beary & Peel area due to delays in restoration of the mains supply.

As a result of this our support team saw a 380% increase in calls on Saturday 4th January. In response to this Manx Telecom deployed additional staff to manage the increase in calls and additional engineering resource to help restore service to customers as quickly as possible, and in particular, repair damage caused to our Network. Additional resource will continue to be deployed during the coming days to assist our customers until faults return to normal levels.

Manx Telecom would like to thank all of its customers for their patience at this very busy time and to assure customers that it continues to monitor its network 24/7 and review the impact weather conditions are having on our customers’ services”.

Customers can find additional information about protecting themselves during a storm, in particular the effects of lightening here on our website – www.manxtelecom.com/support/fixed-line.aspx

Should customers experience any issues following on from the adverse weather please contact our support teams on 624 624, email faults@manxtelecom.com or log a case with us online using our contact forms or, if registered, via the My Account fault reporting function.

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