No longer in service – When choosing the right provider matters

Just before Christmas a group of broadband re-sellers went bust overnight, customers on their services came in the next morning to find they were without broadband. Many of them on ringing the suppliers simply got a pre-recorded message to say that there was nothing that could be done.

The affected services were split across two different infrastructure networks, one of which had pre-existing contingency measures in place, the other didn’t. Customers on the first infrastructure were able to get re-connected within a few hours thanks to this contingency which meant that a third party broadband provider was able to step in and take over from the now bust previous supplier. Customers on the second infrastructure were not so lucky and had to instead ask other providers to take over the service for them, a process which can take up to 10 working days.

The above story shows how important it is to have contingency in place. While we hope it will never happen, should Deep Blue be unable to continue functioning for any reason, all of our services are backed up by a network of wholesalers with whom we have agreements in place to prevent disruption and minimise loss of service to our customers if the worst should happen.


BT Openreach miss 1000 appointments a week

On Tuesday 15th March BT’s chief executive Gavin Patterson and Openreach’s director Kim Mears attended a meeting with MPs on the culture, media and sport select committee as part of an inquiry into the UK’s broadband connectivity.

They were faced with questions about Openreach’s poor record on broadband installations. During the discussion, it emerged that Openreach miss more than 1000 appointments a week. Patterson and Mears also faced claims that 60pc of Openreach broadband installations go wrong the first time around. While the allegation about bad installations was denied, Kim Mears did admit that missing multiple appointments was the company’s “biggest failing”.

It was also claimed that Openreach was the “number-one issue” that politicians hear about from their constituents.

Read the full article at

Blue Monday – real or just clever marketing?

Today is Blue Monday ‘the most miserable day of the year’ but is this really the case or is it little more than a bit of clever marketing?

Back in 2005 a television publicist asked psychologist Dr Cliff Arnall ‘to create a “scientific formula” that looked so spectacularly superscience-y  that on a slow news day editors were powerless to resist.

It was: [W+(D-d)]xTQ/MxNA – where W is weather, D is debt, d monthly salary, T time since Christmas, Q time since failure of attempt to give something up, M low motivational level and NA the need to take action’ (From The Independent, full story here ).

And so the concept of Blue Monday was born, a day when the planets of drudgery, boredom, bad weather, loneliness  and debt align in a cosmic event of misery. But before you throw your New Years resolutions out the window, pour yourself a glass of wine, open the biscuits and read every article on just how miserable today is you might want to think of another Psychological theory (one with a little more research behind it) the self fulfilling prophecy – is today really as miserable as it seems or is it just because we are told it is?

So forget Blue Monday and join us for Deep Blue Monday, a day which we think is great because the days are getting longer, the year is spread out ahead of us full of promise and opportunity and the post Christmas diet has lasted long enough to prove to everyone else that you can do it, so you have definitely earned that cake/crisp/all you can eat Chinese buffet treat!

I mean when, according to polls, Leeds  is one of the most depressing places to be today, you know the science is questionable! Besides 90% of statistics are made up anyway!

Flood Update Including Tadcaster Bridge

The heavy rain and wind in December has continued into the New Year, hampering clear up operations and extending the flooding into other parts of the country. Openreach now has MBORC (matters beyond our reasonable control) measures in place in the following areas:

  • North East Scotland
  • South East Scotland
  • South West Scotland
  • Swansea & West Wales
  • South Yorkshire & Chesterfield
  • West Yorkshire
  • Humber
  • Cumbria
  • North Wales

Re-provision of resources to these areas means that even in the South East and South West of the country lead times are longer than usual while engineers work to clear the backlog of jobs.

Many of you will have seen the footage of the Tadcaster Bridge partially collapsing after being undermined by the high waters of the river Wharfe, as well as cutting the two sides of Tadcaster off from each other, the collapse also lead to the damaging of utility pipes including a gas main and telecom cabling. Work has been carried out to move the copper and fibre lines across to the other side of the bridge, a key stage in restoring normal service to the area.

Deep Blue were lucky to escape the flooding, despite much of it being on our doorstep. Some of our customers were not so lucky but we are pleased to say that service has now been restored to all of them.

We wish to take this time to say thank you to all impacted customers for their patience and understanding over the last couple of weeks, thank you to our out of hours staff who coped well with challenging circumstances and to our engineers for giving up their time (including New Year) to get some of the worst hit sites back up and running so quickly!

Avoiding Telecoms Fraud at Christmas and year round

With many offices closing or operating with minimal staff at this time of year, it is the ideal time for fraudsters to strike. Telecoms fraud is something that spoils the start of the New Year for companies year after year, but there are steps you can take to prevent your company from being affected.

Make sure phone systems and voicemails are secured with passwords that are changed regularly, if your system has remote access configured, make sure your network is secure.

If you don’t need to make calls to premium rate and international numbers, consider setting up outbound call barring for these numbers. If you are using Horizon you can do this yourself through the portal, for any other system just give us a call on 0333 240 9100 to get it setup.

If you get your calls through Deep Blue you get the reassurance of knowing that our systems monitor call traffic volumes and alert us if you hit your daily or weekly threshold to minimise your exposure if you are unfortunate enough to get hacked.

Christmas Ho-Ho-Hopening times

Deep Blue would like to wish all our customers a Merry Christmas and a Happy and Prosperous New Year. Our festive opening hours are:

24/12/15 – 9:00am – 12:00pm
25/12/15 – Christmas Day – Office Closed
28/12/15 – Bank Holiday – Office Closed
29/12/15 – Office Closed – Fault Support on 0333 240 9100
30/12/15 – Office Closed – Fault Support on 0333 240 9100
31/12/15 – Office Closed – Fault Support on 0333 240 9100
01/01/16 – Bank Holiday – Office Closed
04/01/16 – Normal Hours Resume

Plan your #ChristmasCallPlan and #FestiveFailover

Time to start thinking about your call plans for the Christmas season, over the next few days we will be giving you some tips on how to manage your calls using Horizon, InBound and fixed line to make the most of the festive break.

We will also keep you up to date with what you can do if bad weather affects your business.

These tips form part of the build up to the launch of the all new Deep Blue Knowledge base, a powerful new tool to help you get the most from your Telecoms setup.

Storm Desmond

It’s been hard to miss the impact of storm Desmond over the last few days, bringing high winds and heavy rainfall on top of what has already been a pretty wet few weeks. Wind damage and flooding have caused, and continue to cause, disruption to many. Openreach, who are responsible for much of the UK’s telephony network, are one of the many organisations working to try and restore normality to those areas affected.

From collapsed bridges to flooded out vans, there is a lot to contend with. DSLAMs (devices that form part of the telecoms network) are capable of tolerating water up to 1/3 of their own depth but the flood levels from Desmond have seen almost 250 DSLAMs affected (60% of these are now back and operating).

Works are currently under way to provide an emergency line to a community in Glenridding who have been without service since the bridge carrying essential cabling collapsed and was washed away.

Fixing these issues obviously requires a lot of man power on Openreach’s side and this is having a knock on effect to lead times for standard repairs and provisioning, with this in mind we ask for and appreciate our customers patience if things take a little longer than normal to progress.