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Message
From: Lesley J Sewe!
on behalf of — Lesley J Sewell!
Sent: 11/12/2012
To: Dave Hulbert.
ce:
Subject: Re: ACTION RE: The Broadway 126001 - Update 1
Thx Dave
Lesley J Sewell
Chief Information Officer, Post Office Ltd
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On 11 Dec 2012, at 17:55, "Dave Hulbert". wrote:
Lesley
Agreed, but for info Tony has this in hand and has been discussing a whole number of things to pick up
with Fujitsu off the back of this.
However, this is the first escalation this Xmas period which whilst one too many is significantly down on
previous years. I only hope I haven't spoken too soon!
Regards
Di
lead of Service & Supplier Management
Post Office Ltd
From: Lesley J] Sewell
Sent: Tuesday, December 11, 2012 05:52 PM
To: Antonio Jamasb
Cc: Michael Larkin; Duty Manager; Steve Beddoe; Dave Hulbert
Subject: Re: ACTION RE: The Broadway 126001 - Update 1
Tony
When we get this resolved I would like too know why an issue like this has been ongoing for a
number of weeks. I am concerned that we do have these isolated issues which Fujitsu are
supposed to pick up as part of their monitoring.
I would like a response from FJ on this issue and how they are going to pick up and resolve
issues of this nature.
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Thx
Lesley J Sewell
Chief Information Officer, Post Office Ltd
148 Old Street LONDON EC1V 9HQ
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On 11 Dec 2012, at 17:20, "Antonio Jamasb"
All
Apologies, but it's not good news. After speaking to Fujitsu TalkTalk have identified the
situation is worse at the exchange than previously thought. They have advised that they
need BT to support them changing a significant hardware components and are currently
creating an action plan to resolve the fault. They are totally aware of the seriousness of
the incident and it has been flagged up at a Senior Level within Fujitsu and TalkTalk. This
issue will affect any customers that need to either change their connection or be added
to the service going forward.
They have advised that they will aim to provide a timeline for resolution of the fault
tomorrow morning.
Fujitsu are looking at several workaround options to try and speed up the resolution:
e <!--[if !supportLists]--><![endif]-->Reinstall the IDSN in the branch, we are
reliant on BT installing the back-up ISDN connection, there is usually a seven day
lead time, but we will try to speed up the process.
e <!--[if !supportLists]--><![endif]-->install a PSTN router - This could be a
short term fix, it's not ideal as it is slow, but it will provide a stable connection
for the branch. Fujitsu are checking the feasibility of this option.
e <!--[if !supportLists]--><![endif]-->Looking at different wireless aerial
connections. - We recently tried an extending aerial within the branch, but the
interference from the surround branch electrics was still too great. Fujitsu will
provide a further update tomorrow.
All I can do is apologise that this is not the good news we were hoping for. Fujitsu are
looking at all eventualities to try and restore the service and we all fully understand the
impact to Branch especially at this time of the year.
i will keep you all updated as the issue progresses.
Regards,
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Tony
Antonio Jamasb
IT & Change
Live Service and Continuity Manager
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From: Lesley J Sewell
Sent: 11 December 2012 14:57
To: Dave Hulbert
Cc: Duty Manager; Antonio Jamasb; Steve Beddoe
Subject: Re: ACTION RE: The Broadway 126001
Please respond to Michael et al
Lesley J Sewell
Chief Information Officer, Post Office Ltd
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contain confidential and privileged information. Any unauthorised review, use,
disclosure or distribution is prohibited. If you are not the intended recipient please
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On 11 Dec 2012, at 14:53, "Dave Hulbert
wrote:
Duty Manager,
Can you please address this issue and speak to the Branch Manager with
an update today. {f you can't get hold of the BM, then email an update.
Thanks.
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Tony,
As Steve is in branch today, can you oversee this and ensure the
communications are as required. ff there's a need to escalate I'm sure
you can deal with it, but I'm available if required.
Regards
Dave
Dave Hulbert I Head of Service
Supplier Management
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From: Lesley J Sewell
Sent: 11 December 2012 14:48
To: Steve Beddoe
Cc: Dave Hulbert
Subject: Fwd: The Broadway 126001
Can you please respond ASAP
Thx
Lesley J Sewell
Chief Information Officer, Post Office Ltd
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and may contain confidential and privileged information. Any
unauthorised review, use, disclosure or distribution is prohibited. If
you are not the intended recipient please contact me by reply email
and destroy all copies of the original message.
Begin forwarded message:
From: Michael Larkin
Date: 11 December 2012 14:23:26 GMT
To: Lesley J Sewell
Andy Garner
Ce: Kevin Gilliland
r Allan Bayfield
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Subject: FW: The Broadway 126001
Lesley, Andy,
I am just off a call from Atul who is the Sub Postmaster
from the Broadway in Wimbledon - basically the horizon
system is crashing 8 times a day and going really slowly
at other times. He raised the problem 6 weeks ago and
its still not sorted. He is at the end of his patience in
terms of the support he has received.
The issue seems to be with 'Talk Talk’ at the moment,
but I am concerned that it's going to go on and on. We
really need to get this sorted, its shocking that it is taking
6 weeks to resolve at this crucial time of yr. Would it be
possible for you to engage with 'Talk Talk’ to ensure that
they are addressing this in the most urgent way. His has
queues out the door which is hugely distressing.
Thanks folks,
Best regards,
Michael.
Frot lian Bayfield
Sent: 10 December 2012 21:25
To: Crow Nick; Duty Manager
Cc: Kevin Z Kilduff; Michael Larkin; Rebecca Barker;
Field Sarah
Subject: RE: The Broadway 126001
Nick,
Many thanks for the update, let's hope that we can get
this resolved as soon as possible
Best regards
Allan
Allan Bayfield I Area Sales Manager
29 East Street, Wimbome, BH21 1AA.
Sent: 10 December 2012 19:03
To: Allan Bayfield; Duty Manager
Cc: Kevin Z Kilduff; Michael Larkin; Rebecca Barker;
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Field Sarah
Subject: RE: The Broadway 126001
Allan,
I've just seen this having walked in as I've been out
and about all day.
To ensure continuity of updates on this one can I
suggest as we do in Fujitsu that you use the
mailbo: ito
maintain contact with POL. That way should
Rebecca be out of the office or unavailable then the
Team will see the mail.
The PM seems to be under a misapprehension that
a cail from the Duty Management Team is less
effective than an individual within that team. This is
not the case.
The latest situation as per the Triole call A1704535,
as advised by Sarah within our Comms Team at
17:19hrs today, is that Talk Talk have discovered a
tie pair bug problem within the Comms Racks at the
exchange. Therefore these are exchange fix issues
~ and engineer can't just pop along and replace as
wire, as it were. Talk Talk have advised with
respect to this issue that they will also combine the
tie pair bug fix with a lift & shift which is also
another line upgrade activity.
Having spent nearly seven hours on site at the
Broadway on the 5° December, I'm aware of the
issues they are having with the Comms.
BT were able to provide significant improvements
over the situation that existed prior to 5°
December. it was clear that when given the
opportunity the Horizon systems work very well and
fo required speeds. As you're probably aware with
respect to the site, the electrical, Comms, CCTV
and alarm wiring in the building has to be seen to
be believed and is clearly contributing significantly
fo the normal Horizon system wireless backup
being rendered less than stable.
With the identified ADSL (Broadband) issues as we
are seeing here, i.e. the Branch Router not getting
a solid ADSL signal; we would normally ask a
Postmaster to revert to the Wireless Backup facility
until a permanent fix can be applied in a situation
such as this.
However with the extreme incidences of REIN
(electrical interference) present on that site, even
with it being in central London and the cellular
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providers’ signals being very strong - the router
doesn't stand a chance of getting a stable signal so
as to provide consistent backup.
Mr. Bathia, the PM, is aware of the situation and is
intending to do something about it soon. Even the
RoMec Galaxy alarm emergency backup has to be
found via a high gain ceramic antenna placed high
in the office roof.
Sarah will have already escalated this situation
within the Post Office Account within Fujitsu so
everyone that needs to be will be in the loop and
progressing this as fast as possible. We do
appreciate though that at this time of year at the
height of Christmas trading no fix will ever be quick
enough
{I hope that clarifies the situation a little. We would
expect Talk Talk to have tie pair and Lift & Shift
situations in hand and the fix to be applied either
late today or early tomorrow. Please be assured
that Sarah will be chasing them from the POA
perspective.
Best regards,
Nick Crow
Branch Issue & Comms Investigation
Manager, Business Service Management, Post
Office Account
From: Allan Bayfield
Sent: 10 December 2012 18:25
To: Rebecca Barker
Cc: Crow Nick; Kevin Z Kilduff; Michael Larkin
Subject: RE: The Broadway 126001
Rebecca,
I have had a number of updates from Teresa over the
last few days and it looks as though we are no nearer
getting Talk Talk to rectify this very frustrating situation.
The Sub Postmaster and the team have been put under
extreme pressure by having to work with a sub standard
speed on their Horizon system and this could not
happen at a worse time as queues are building and the
customer experience is far from ideal which is totally
unacceptable on both counts.
Surely we must be able to get Talk Talk to perform their
uplift asap
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Can you please update me as my Sub Postmaster &
team are nearing breaking point
Regards
Allan
Allan Bayfield I Area Sales Manager
Fro! Ilan Bayfield
Sent: 05 December 2012 12:01
To: Marc Reardot
Ce: 'Nick.Crow, J
Subject: The Broadway 126001
Marc/Rebecca,
I have just had a conversation with Nick Crow who is
currently on site at the above.The branch has had
problems with the system for approx 4 weeks. The
upshot is (and I am no expert) that the office needs to be
re-profiled as strategic which would involve an ISDN line
to be activated as currently the system is running on
broadband which is proving to be very slow and can fail
intermittently. This obviously is impacting on the speed
of service to our customers which I am sure you
appreciate is not great at this time of the year.
I hope I've got the information correct but if not I'm sure
Nick will be able to clarify if I haven't
Any help in resolving this situation asap will be greatly
appreciated
Many thanks
Allan
Allan Bayfield I Area Sales Manager
H21 LAA
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