HORIZON COMPLAINT FORM
Reference Number: BNO11
WITNO04600307
WITN04600307
Date: 31/03/00
Date complaint originally logged by outlet: 31/03/00
NBSC Incident Number: —H10034620
HSH Reference Number: 0003280186 0073100662??
(if applicable)
FAD Code: 153405
Office Name: Cleveleys PO
Nature of Complaint:
¢ Problem with system, continually crashing (think it is the Gateway
terminal). Crashed 4 times this Wednesday (29/03/00). Whenever outlet
contacts HSH to log call it is usually passed to 2nd line who do not
respond, outlet then logs further calls and still gets no call back.
¢ Base unit has been replaced on several occasions since installation in early
February. Engineers believe fault to be with ISDN line and not the base
unit. However, when engineer logs this the reply is ‘you are there to
replace the base unit only’ and no further action is logged on behalf of
outlet.
The outlet would like responses to following questions:
e Why is the office not called back when promised every time call logged?
« Why are Pathway not taking notice of the engineer’s comments that it is
the ISDN line that is faulty not the base unit?
e When is this ongoing problem going to be resolved? Outlet is receiving no
updates.
Action taken to date:
¢ NBSC in contact with outlet
¢ NBSC awaiting comments from Pathway
Contact: Bethan Newton, Incident Analyst, NBSC
WITNO04600307
WITN04600307
See next page.....
WITN04600307
WITN04600307
ICL Pathway Reply/ Comments:
The problems that this site is experiencing are not straightforward. The symptoms look
to the engineer like an ISDN line problem. The line has been checked by our network
support. The line is open and the symptoms look to network support like there is a
problem with the counter. The counter has been swapped multiple times, so there must
be another underlying reason.
This call has gone to third line technical support for investigation. The call has been
raised to an 'A' priority (which normally only applies to situations when the PO cannot
operate at all).
It was unfortunate that the calls the PM logged were not returned as expected. It was
due to the volumes of calls currently being experienced which is causing some outlets
to experience delays before responses are made. This issue is currently being addressed
at the helpdesk through a plan of recruitment.
We are aware that this outlet will be receiving a counter increase on Friday. The PLM
is also in constant communication with the RNM & PM for this site.
Contact:
Alison Peacock