[SLE] [OT] Fwd: Rogers @Home Network Improvements Update: October 26, 2000

Date: Thu, 26 Oct 2000 13:15:10 -0400 From: "Rogers @Home E-Bulletin" Reply-To: "Rogers @Home E-Bulletin" To: "Rogers @Home E-Bulletin" Subject: Rogers @Home Network Improvements Update: October 26, 2000

Dear Rogers @Home customer:

Further to last week's message, we are sending this Email to update you on the actions we have taken to resolve the recent Rogers @Home service issues. We want you to know that we are committed to both resolving these issues and to keeping you informed about our progress. We also want to assure you that the steps we are taking to resolve these issues are not just immediate solutions, but long-term service improvements. Thank you for your continued patience.

Situation Recap:

The two key issues that some Rogers @Home customers, in some areas, have been experiencing are: * Not being able to send or receive Email due to recurring issues with the Email servers * Not being able to connect to the Rogers @Home network and the Internet as a result of issues with the DHCP servers (the servers that automatically provide your computer with network settings to access the Rogers @Home network)

The issues with these services have been intermittent in nature -- some customers, in some areas, at different times, have not been able to access one or both of these services. We understand that this is very frustrating, and sincerely apologize for the inconvenience that these issues may have caused.

Rogers has been working around the clock, in conjunction with @Home in the US, in order to restore these services and significant progress has been made. The following modifications are well underway:

Email:

* The source of the intermittent Email problem has been identified and appears to have been resolved. To further stabilize the Email service, we will begin using two additional Email servers. These servers will be added early next week at which time we will begin to move some of our customers to these two servers. This will add extra capacity, and it is expected that the addition of these servers will provide you with a more stable and reliable Email service.

Network connection:

* Two new DHCP servers will be installed and tested over the next few days. The addition of these servers is expected to restore service to the high levels you expect from Rogers @Home. Not only does this solution work for today, but it builds excess capacity in order to accommodate our continued and long-term growth

Rogers @Home is committed to providing you with weekly updates on the latest network improvements until the service meets and exceeds your expectations. Details are also available on-line at our Customer Support site at http://rogers.home.com/help. Updates can be found in the News section under the header Network News.

Once again, thank you for your patience.

Sincerely,

Alek Krstajic Senior Vice President

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