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Broadband ISP Pipex has apologised for poor performance and is asking customers to be patient while the problems are resolved.

In an open letter to its 44,000 broadband customers the ISP explains that its service has been operating with reliability and stability levels "far below what Pipex considers acceptable".

It reports that it has experienced difficulties with new equipment. Matters have been further complicated after it suffered "three major events", which led to prolonged service outages last month.

In the announcement Mark Cook, Pipex's director of Technology, Systems and Services, explained how Pipex laid out a strategy at the beginning of 2002 to deliver a "scalable, leading edge ADSL delivery network" which include the purchase of two Redback SMS 10000 units to terminate our BT Central L2TP ADSL links.

Despite this multi-million pound investment the email goes on to catalogue a series of issues that have beset the new gear and the measures taken to try and remedy the problems.

Said Mr Cook: "We understand the upset and frustration that service interruptions can cause and we are all working as hard as we possibly can to return stability to the Pipex broadband platform.

"We kindly ask for your patience for just a little longer as we complete the work needed to return to a stable operating condition.

The full text of the letter can be read here. ®

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