I want to sincerely apologise to all customers impacted by two technical issues on Tuesday that affected some of our business and consumer customers. As head of customer service, I take issues like this very seriously and it always disappoints me when we let our customers down.
BigPond Email went down on Tuesday with some customers not being able to send or receive emails for a period of time. I know this would have impacted many consumer and business customers. Our technicians worked tirelessly through the night to restore services, with the majority of customers back online within a few hours of the outage, with full restoration being completed Wednesday morning.
The outage also caused many customers to call our contact centres resulting in long wait times and I am sure you all had better things to do than wait on a call for a consultant.
For some of our business customers there was an outage on the TIPT network which meant many handsets were affected across Australia. This issue was caused by a failure of both our servers controlling these services. We apologise for any disruption to our customers’ business and we are looking into what caused this.
So again my apologies as we continue to work through the cause of what transpired yesterday and look at how we can do better in the future.
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27 Nov 2015