There are no new service announcements.
Monday 31st December
We would like to apologise once again to all customers who were affected by service problems on 27th December. And also then on 30 December. Thank you for your patience and support. The network is normally extremely robust. However, we fully understand that is cold comfort when there is a problem.
The two incidents were unrelated technical issues. We will now undertake a full investigation to isolate the exact root cause of each one so that we can make sure it isn’t repeated. Needless, to say we will be monitoring the network very closely indeed over the coming days.
Given the timing over the holiday period, the fact we had two problems close together, and that they collectively affected the majority of our customers in some way, we will be offering compensation in line with our customer promise. Customers will see this in their January bills. This will take the form of a week’s free landline rental and, for broadband customers, a waiver on charges for data use in excess of broadband bundles in January.
We take our responsibility as one of Jersey’s core infrastructure providers very seriously indeed. We would like to reassure our customers that problems are rare. However, if something happens we have careful plans in place to deal with it as quickly as possible. Thus, getting back to normal as soon as we can. Part of our protocol includes notifying the emergency services as the Health and Social Services community alarms used by some customers are affected by loss of landline service. We have been working pro-actively with all Emergency Services to continually improve the services.