What a Week!

The switching off of connections owned by ISP Lixxus has been an issue of unprecedented scale for Helpdesq. For those of you not involved we apologise if our response times have been affected and for those of you who lost your broadband we hope we have managed to keep you informed of progress in a timely manner.

In a nutshell we initially tried to call anyone affected, create a plan to get some kind of connection and then help VSL with the major job of switching to a new broadband carrier. As of 17th July about 75% of our customers were back to normal but we will be working this coming week to make that 100%.

Of course, Helpdesq wasn't the cause but our aim has been to help to minimise the impact on businesses. Although we worked extra hours to get to everyone it was a mammoth job, not only because of the number of people affected but also because we couldn't use remote control so we had to make an extra number of on-site vists, new routers, temporary dongles etc

In addition to keeping our customers running, we were without broadband for almost a week too, and rebuilt some of our own infrastructure but we are pleased that our failover broadband (planned before the outage) is now also in place

. We also managed to carry out 90% of scheduled jobs on time but inevitably a couple of our jobs have been delayed. We don't think we have missed any requests but if we haven't come back to you in a timely fashion please call us straight away.

What this has highlighted is just how dependant we are on our broadband but also how quickly small businesses can respond to a major disaster.