Demon hobbled by technical difficulties

Demon Internet suffered a power outage and back-up generator failure that affected users for a 24-hour period, knocking out...

Demon Internet suffered a power outage and back-up generator failure that affected users for a 24-hour period, knocking out e-mail, leased lines and access to its contact centre.

Last Wednesday's problems came hot on the heels of difficulties migrating to new servers, which has left some users with an intermittent e-mail service.

Users and analysts have criticised Demon for poor service.

According to a Demon representative, a power outage at its Finchley site was followed by a generator failure. A spare part needed for the generator had to be couriered to the site, and by the time it arrived the back-up batteries had run down.

The representative said, "We have very strong contingency plans. Our back-up generators are regularly tested, but we had a fault with an unusual part.

"We apologise to any customers who have experienced problems due to a highly unusual and unpredictable set of circumstances, and would like to reassure them that we are taking steps to ensure there is no recurrence."

Jan Dawson, an analyst with Ovum, said, "To customers it must look pretty poor. They would expect that an ISP would provide a better service.

"With regard to the server problems, if it has an effect on service they would need to explain to customers why it had happened and what they were doing to ensure it didn't happen again."

Read more on IT risk management

SearchCIO
SearchSecurity
SearchNetworking
SearchDataCenter
SearchDataManagement
Close