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Following the recent issue regarding the compromise of some customer email addresses, we have now published a detailed Incident Report, as promised, which is available for customers to read at the following URL :
http://community.plus.net/comms/2007/05/23/webmail-incident-report/
We would like to apologise to customers for delayed publication of this report.
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With reguards to
"Our first indication of an issue came from two tickets picked up on Sunday 6th May by our support team."
Can you confirm the times and date these two tickets we raised, not "picked up" or "replied to" but first raised.
Cheers
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In reply to:
Can you confirm the times and date these two tickets we raised, not "picked up" or "replied to" but first raised.
Given our ticket response times these days, I'd be surprised if these tickets were not raised that same day.
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>Given our ticket response times these days, I'd be surprised if these tickets were not raised that same day.
Liam, can we see if your surprised or not but giving the date and times 
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In reply to:
Given our ticket response times these days, I'd be surprised if these tickets were not raised that same day.
That's typical of the defensive spin PN has become famous for!. If that's the best you can do it would have been better not to have replied at all.
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"Nearly all men can stand adversity, but if you want to test a man's character, give him power."
Abraham Lincoln
16th president of US (1809 - 1865)
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In reply to:
That's typical of the defensive spin PN has become famous for!. If that's the best you can do it would have been better not to have replied at all.
Deary me, that was uncalled for. To me the PN reply looked like the sort of response from someone who didn't have the exact answer to hand but could make a fair guess based on their day-to-day experience and was just trying to help. If berating someone who is giving you as much information as they currently have is the best you can do it would have been better not to have replied at all.
edited for typos.
Edited by deleted (Thu 24-May-07 13:55:16)
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And is typical of 95% of that posters responses.
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In reply to:
If berating someone who is giving you as much informatioon as they curretly have ........
What information has been given?, The report has been as full and as open as I've seen PN be for quite sometime, and I applaud the effort. Then a simple question, which would take minutes to answer, is dismissed with an off the cuff reply.
+++++++++++++++++++++++++++++++++++++++
"Nearly all men can stand adversity, but if you want to test a man's character, give him power."
Abraham Lincoln
16th president of US (1809 - 1865)
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Are you going to stalk me all over this board?.
+++++++++++++++++++++++++++++++++++++++
"Nearly all men can stand adversity, but if you want to test a man's character, give him power."
Abraham Lincoln
16th president of US (1809 - 1865)
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It's interesting that you regard your question as being 'dismissed'. That indicates to me that you're reading just a bit too much into the PN reply. Perhaps they're getting the info for you and going to reply later on. Perhaps someone who does know the exact answer may reply later. Perhaps they don't intend to answer your question at all. Neither of us know. So, with that in kind, it would have been wiser to ask nicely for further clarification rather than jump on someone who may have totally upfront intentions. Do you agree?
I wouldn't be so critical of off the cuff replies - sometimes in life you'll get a lot more from those sort of replies than you would if you demand formally produced (and therefore measured) answers all the time.
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Best way to find out, add it to the Questions thread. Hopefully it will be followed up in the global reply to those questions raised there.
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> Given our ticket response times these days, I'd be surprised if these tickets were not raised that same day.
Which is what precisely? I have seen plenty of reports from people waiting days on end for action on their tickets and one case in particular that led me to publish the details:
http://pn-the-truth.blogspot.com/2007/05/inept-service-technical-support.html
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I think he's referring to initial response.
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So I wonder why he hasn't seen fit to update his answer with the details requested.
+++++++++++++++++++++++++++++++++++++++
"Nearly all men can stand adversity, but if you want to test a man's character, give him power."
Abraham Lincoln
16th president of US (1809 - 1865)
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Any tickets I have raised have been dealt with quickly. You suggest plenty of reports of people waiting days on end but could you clarify what pecentage of tickets raised are dealt with in this manner. Plenty implies a high percentage which would indicate a big problem if what you suggest is true.
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... perhaps because he has better things to be doing ?
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FWIW, I suspect he meant 95% of comments in the PN section, BICBW.
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In which case why not just say so.
+++++++++++++++++++++++++++++++++++++++
"Nearly all men can stand adversity, but if you want to test a man's character, give him power."
Abraham Lincoln
16th president of US (1809 - 1865)
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