Sorry there was no news published by News OnTheWight this morning.
The Wightfibre connection to the area failed, leaving us for six hours with not only no Internet connection, but also no telephones or mobile service, as it all runs over the same fibre.
This is the second time it’s happened in six months. With our previous broadband provider, we only had one outage in 12+ years.
Responsibility
It’s at times like this you realise that Wightfibre has taken on a lot of responsibility by offering themselves as the provider for the Island.
In their hands, they now have control over many Islanders’ ability to communicate.
WF need to be hyper-proactive
Given this, it’s vital for them to use the most reliable equipment possible – they may already be. But when equipment does fail – as occasionally it can – they need to be hyper-proactive in making sure they automatically detect when their hardware fails, as we understood it did in the exchange, so engineers arrive without customers needing to inform them of problems.
When they arrive, 24-hours a day, they are armed with all of the possible pieces of equipment to get the issue resolved in the shortest time possible.
From the updates I read on the WF Service Update page during the morning – now, for some reason deleted – it didn’t seem that this was the case.
(BTW – The experience I’ve had with WightFibre’s telephone support staff has never been anything less than fantastic.)
Trust in the service
Them being hyper-proactive is not just so the news gets published – life can clearly go on without that – but so everyone who has chosen to trust Wightfibre can feel confident that when they pick up their telephone receiver, there’s a dial tone at the end of it – their connection to the world remains.
