Portal Updates - WB 21-06-08

Here are the portal updates from the 21st August to the 28th August.
WID=Website Improvement of the Day. These are minor, quickie improvements that are small items of work that will hopefully make a big difference.

Please note: These are internal notes that we are reposting. Some of them may contain acronyms that are unfamiliar (and indeed that we may not know either) but hopefully you should still get the idea!

WID #13 - Help & Support - Fax-2-Email guide
WID #14 - Help & Support - Guide to fitting microfilters
WID #15 - Help & Support - Update LLU FAQ
WID #16 - Help & Support - Update Email FAQ
WID #17 - Help & Support - Hardware Archive
WID #18 - Help & Support - Changing your PlusNet broadband product
WID #19 - Help & Support - View My Broadband Usage

WID #13 - Help & Support - Fax-2-Email guide

Source: Rate My Page feedback
Problem: We've a few customers asking for more infomation about the Fax-2-Email service. The guide does not go into enough detail and is rather dated.
Fix: This was a good opportunity to rework this page, from a couple of paragraphs into a longer, more user friendly FAQ. This now answers new questions about how to use the Fax-2-Email service, the type of Fax-2-Email number customers receive and the associated costs etc. This should help reduce customer queries.
http://www.plus.net/support/email/email_tools/fax2email.shtml

WID #14 - Help & Support - Guide to fitting microfilters

Source: Rate My Page feedback
Problem: Many customers don't quite understand what the microfilter is used for and where it gets plugged in.
Fix: Provide a brief guide that better illustrates how to use microfilters.
http://portal.plus.net/support/broadband/help_and_setup/microfilters.shtml

WID #15 - Help & Support - Update LLU FAQ

Source: Idea raised by Bob Pullen
Problem: The Alternative Network Suppliers FAQ didn't set customer expectations correctly in terms of how to move away from an LLU service.
Fix: Updated the FAQ with the latest information on the BT trial for LLU migrations.
http://www.plus.net/support/broadband/products/network_suppliers.shtml

WID #16 - Help & Support - Update Email FAQ

Source: Rate My Page feedback/Questions
Problem: There is no info on the support pages about email storage limits.
Fix: Added a question that explains our email storage policy. We've also added an FAQ about what a customer should do if they're seeing error number: 0x800CCC0B when sending email (this is as a direct result of a customer Question).
http://www.plus.net/support/email/email_troubleshooting/email_faq.shtml

WID #17 - Help & Support - Hardware Archive

Source: Idea raised by Mike Peachey
Problem: It wasn't clear which company made the A360 USB Modem, leading to confusion for customers and CSC staff.
Fix: Nice and simple this one, we've added the word Dynamode.
http://www.plus.net/support/broadband/help_and_setup/setup_guides/hardware_archive.shtml

WID #18 - Help & Support - Changing your PlusNet broadband product

Source: Idea raised by Steve Rose
Problem: The Changing broadband product guide gave incorrect information. It stated that changing broadband product doesn't affect contract length. This isn't strictly true, as it will if the customer is moving to a business product.
Fix: The guide has been updated with the correct information about changing product.
http://www.plus.net/support/broadband/products/change_broadband.shtml

WID #19 - Help & Support - View My Broadband Usage

Source: Idea raised by John Cowling
Problem: The 'View Internet Activities' button on the VMBU tool isn't shown to PAYG customers. However, we don't mention this in our View My Broadband Usage guide. This was causing some customer confusion.
Fix: This point has now been added to the guide to inform customers.
http://www.plus.net/support/broadband/products/vmbu.shtml
Article last edited on Thursday, 07-Sep-2006 22:01 PM