M Willner
Premium
join:2006-05-12
New York, NY
| A Message From Insight's CEO
To All Broadband Report Posters:
No, I’m not a public relations person, it's me – Michael Willner. I thought I would let you all know that I am genuinely sorry for what has happened to many customers' Broadband connections over the past week or two. While we were upgrading our network to prepare for the future, we created connectivity and email problems for many of our loyal customers.
First, I can’t argue that we made some serious mistakes. I know it looks as if we didn’t plan this very well but there were reasons beyond our control that forced us to undertake this project in a compressed time-frame. Our original intent was to be completed this week, but we were able to secure additional transition time from a third-party vendor. We have slowed down the actual migrations in our remaining markets while we put in place additional safeguards in an attempt to reduce further inconveniences to customers. We expect to recommence the changeovers in a week or so and will complete them over the next few weeks. In the meantime, we are fine-tuning our email and web hosting pages to eliminate the problems that some of you have been reporting.
Until recent events, I am confident that most of you believe that Insight Broadband historically has been a very good service. My biggest disappointment about our service in the past has been that we would have preferred to add features and increase speeds faster than we were able to do. That is precisely why we needed to bring in-house the management and control of our network.
The result of this past week's problems will be just that -- a more flexible network, quicker to add features and increase speeds. Indeed one of the first things we plan to do, in the not-too-distant future, is increase the speeds of our standard and premium services at no additional cost to you. More to follow on that soon.
I feel we have failed many of you lately. We are working very hard to regain your trust. For now, we are working round-the-clock to restore your service levels to the highest standards in the shortest time possible. Until that happens, I will continue to wake up in the wee hours of the morning to review updates from our call centers and broadband engineers. I am also reading local press reports and personally monitoring Broadband Reports to ensure I'm hearing it straight. Most importantly, I have been visiting our district offices to see firsthand what we are doing to correct the issues.
Let me take this opportunity, once again, to thank you again for being our customer. I hope you will choose to stay with us in order to enjoy the improvements we are making. |
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illini25
join:2002-01-19
Urbana, IL
| said by M Willner  :To Indeed one of the first things we plan to do, in the not-too-distant future, is increase the speeds of our standard and premium services at no additional cost to you. More to follow on that soon. Yay!!!!  |
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INTENS1
Never Stop Trying
Premium,MVM
join:2002-04-21
Midwest
clubs:
 ·Insight Communicat..
| said by illini25 :said by M Willner :To Indeed one of the first things we plan to do, in the not-too-distant future, is increase the speeds of our standard and premium services at no additional cost to you. More to follow on that soon. Yay!!!! We shall see 
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Anticipate Nothing...Expect Everything |
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BeesTea
Network Janitor
Premium,VIP
join:2003-03-08
00000
| reply to M Willner
Mr Willner,
Thank you for having the integrity to publicly apologize to your customers. I know how difficult it can be to make as significant of a change as Insight has done in these past weeks. There's unfortunately very little planning a group can do to prepare for moving a live network our size onto its own infrastructure that will allow it to avoid any kinds of trouble at all.
Keep your chin up, you're mitigating the problems well and compensating for those you don't.
The upside is that once you've moved everything to your own network, you'll be able to change providers much easier next time around =)
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Never surrender, never go down. |
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MSauk
MSauk
Premium
join:2002-01-17
Sandy, UT
 ·Vonage
·Comcast
 ·Qwest.net
 ·Verizon BroadbandA..
 ·surpasshosting
| reply to M Willner
It takes a lot for a man as high as him to come online and admit fault. I applaud him for doing so! You will not see many people in this world admit their wrong, but he did and he promised some exciting new things which for insight is something new and exciting.
I look forward to seeing these things implimented in the near future |
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acadiel
Keep trying - don't give up
Premium
join:2002-06-22
Bloomington, IL | reply to M Willner
Wow!
Thanks for the note, Michael!
I can't wait to see what kind of enhancements will be in store for the network once its all managed under Insight's roof. |
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AJICQ499087
join:2001-12-01
Louisville, KY | reply to M Willner
Thank you Mr. Willner for taking the time to come to the Broadband Reports Inside Insight Forum. Hopefully the problems with InsightBB will be fixed soon. |
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tirebiter
join:2002-02-16
Champaign, IL | reply to M Willner
This was definitely a pro move from who sounds like a pro guy. I still think someone dropped the ball in the planning department for this transition but at least they have been up front and contrite about the problems. |
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superakcraig
join:2005-03-15
Louisville, KY
| reply to M Willner
I have been with your company for almost 4 years now and subscribe to all your services (digital cable, internet, and phone) and I have never really had any problems whatsoever with your services. With the switchover, I was one of the lucky ones that didn't experience any downtime. My email had a few problems but it was only a short time. My speeds vary but they always did and I hope that this speed increase you speak of will fix that...I can't wait for that.
I commend you for stepping up and saying we messed up and we apologize and things are being done to repair it. It takes alot of nerve to do what you have done.
Thank you for understanding the customers point of view!! |
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Catwoman
Premium
join:2003-06-11
Normal, IL | reply to M Willner
Mr. Willner,
Thanks so much for coming on the forum and taking the time to let us know what's going on. I am now a loyal customer.
Catwoman |
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jtudor
Xm 60's On 6 Freak
Premium,MVM
join:2002-12-07
Morganton, NC
| reply to M Willner
Not an Insight customer or even close, but I want to say that it takes a real stand up guy to come into the forum and be willing to take all the heat for a massive screw up.
We need more execs like this in all areas of business.
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Best of luck
"Do, or Do not, there is no try!" Yoda
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INTENS1
Never Stop Trying
Premium,MVM
join:2002-04-21
Midwest
clubs:
·Insight Communicat..
| reply to M Willner
Sorry, I can't jump on the "all is forgiven" bandwagon. If you've been so disappointed in the past about the lack of being able to add features and/or increase speeds, why not stop by BBR before now to voice those sentiments...why now? My guess would be damage control...and it appears to be working. I'll keep paying my $80 per month for your broadband plus service, but don't expect a "thank you" for it.
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Anticipate Nothing...Expect Everything |
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eay9
join:2001-08-03
Dixon, IL
| reply to M Willner
Thank you for your post.
I switched to Insight over a year ago. I appreciate the communication you provide to your customers. I was with a DSL provider for many years who experienced many (major understatement) downtimes. The customers were never notified. The help desk never helped. Even the most simple "issue" had to have a trouble ticket and could never be resolved by level 1 tech support or even level two.
I'm very happy with Insight. It is my opinion that you are simply the best broadband provider in my area. Good luck with the upgrade.
Take care,
your customer
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muffins
join:2006-04-04
Chicago, IL
| reply to illini25
said by M Willner :To Indeed one of the first things we plan to do, in the not-too-distant future, is increase the speeds of our standard and premium services at no additional cost to you. More to follow on that soon. Holla. I'd love for that to happen.
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{o,o} O RLY
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rjbasye
join:2000-05-24
Dry Ridge, KY
·Packet8
·VOIPo
·Insight Communicat..
| reply to eay9
I would also like to thank you for taking time out of your busy schedule to keep your customers informed here in the Insight BBR forum. I was also one of the lucky ones who escaped the outages. I have experienced email problems, failed email delivery to Yahoo and MSN addresses. Most of those issues seem to be improving and are being addressed.
I look forward to the future speed increases and enhancements as insightbb is the only choice for broadband where I live. |
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Potty Time
join:2005-07-03
united state | reply to M Willner
Yay speed increases yay!!! |
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blackcat77
join:2001-04-11
Anderson, IN
| reply to M Willner
Thank you, Michael. I was one of your very first broadband subscribers in Anderson IN and have been delighted with the quality of your service from the beginning. I know that major changeovers are tough and I appreciate your honesty and integrity. I'll be looking forward to things getting back to normal in the near future, but in the meantime, I hope you will key your efforts on restoring access to emails from Yahoo Groups and other providers which are currently blocked. These are very important to many of your subscribers. |
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Engineer_TA
join:2001-08-26
Lexington, KY
clubs:
·Insight Communicat..
| Thank you for a very strong message Michael. After looking at your eyes during your recently run commercials and your "stand up and take charge (and blame)" attitude, I have found admiration for both you and Insight.
Thank you for posting an update and best of luck for you, InsightBB, and all of us on the rest of the upgrade(s). |
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stickstickly
@74.129.x.x | reply to M Willner
How about giving a credit to all of your customers for the poorly planned/executed migration and downtime? We should not have to pay for days of spotty or nonexistent service. |
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postaldave
join:2006-05-15
Lexington, KY
|  reply to M Willner
how about telling your tech guys to stop their lies.
for ten days now insightbb is blocking ALL mail from yahoogroups. not one single email can comes in. your tech guys say that yahoo is blocking insight and it's not your fault.
what the heck????
you should have warned people of this train wreck and you need to fix real problems instead of telling everyone to replug their modems and everything will be alright.
one last thing, the speeds still suck. |
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