Sunday 27 September 2026
A morning when it couldn’t understand answers
Was For part of Thursday morning it could not understand what callers said in reply, so it kept asking the same question. A limit on our side had run out, and nothing warned us.
Now Our own testing no longer uses up what the phones need.
We now hear about it within minutes
Was When the line stopped understanding answers, nothing told us — we only found out from the calls themselves.
Now If it ever happens again, we’re alerted within minutes.
Giving your address the way people actually say it
Was Start with “number”, pause partway through, or leave out the house number, and it could refuse the address, keep only a piece of it, or ask for the whole thing again and again.
Now It takes an address that starts with “number”, keeps all of it when you pause, and when only the house number is missing it asks for just that.
Correcting an address it read back to you
Was If it read your street back wrong and you corrected it — or simply said the street again — it could lose the address or mix the old and new streets together.
Now Say “No, it’s Bay Street”, or just repeat the street, and it keeps the address and moves on. The corrected address is the one that reaches you.
Answering “when suits you?”
Was A plain “yeah” to the timing question could end the call or be written down as the time, and a time said before the day could be refused.
Now If “yeah” isn’t an answer it asks again, and it takes a time said before the day.
Your number, read back like a person would
Was Parts of a mobile number could come back sounding like an amount instead of digits, and a leading digit could go missing.
Now It reads your number back digit by digit, starting from the very first.
A number given in parts is added up
Was Read out the first few digits, pause, then give the rest, and it asked you to start again from the beginning.
Now It puts the parts together and reads the whole number back for you to check. This was fixed a little while ago — our page hadn’t caught up.
It hangs up once it has said goodbye
Was When it had finished, it said goodbye and then sat on the open line until you hung up yourself.
Now It ends the call itself once it has said goodbye. This was also fixed a little while ago — our page hadn’t caught up.
It tells you it’s taking the details down
Was After you explained what was wrong there could be a silence long enough to wonder whether the line had dropped.
Now It lets you know it’s taking the details down while it works on what you said.
It keeps the caller’s doubt
Was If a caller said “I think” about what was wrong, the doubt disappeared: it read the problem back as certain, and your job page showed it as fact.
Now It keeps the “I think” when it reads the problem back, and your job page notes that the caller wasn’t sure.
Hear the call on your job page
Was Pressing play on a job’s recording didn’t play anything.
Now Open the job from your text and tap Hear the call to play the whole call. Only your link has it — your customer’s never does.
Tell a customer you’ll call them back
Was There was no way to promise a customer a call back, or to be reminded to make it.
Now Tap I will call you back on a job and pick when. Your customer gets a text saying you’ll ring, and we remind you when the time comes.
Your text shows the whole suburb
Was When the map couldn’t confirm an address, the suggestion in your text could stop halfway through a word.
Now You get the map’s suggestion in full, or a line telling you to check the job page.
An emergency text that could go missing
Was If a call became an emergency after its ordinary job text had already gone out, the emergency text to you could be dropped.
Now You get the emergency text as well.