Telstra to call users with broadband downtime explanation - News - Communications

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This story was printed from ZDNet Australia.
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Telstra to call users with broadband downtime explanation

By James Pearce, ZDNet Australia
March 15, 2002
URL: http://www.zdnet.com.au/news/communications/soa/Telstra-to-call-users-with-broadband-downtime-explanation/0,130061791,120264042,00.htm

Across Australia, people will soon receive phone calls from Telstra explaining why they cannot access their e-mail on their BigPond broadband connections.

Telstra have received about 200 customer complaints so far, and -in the interests of open communication", will call all 1,300 customers affected to explain the situation.

Due to problems with new software implemented by Telstra in late February, there was a loss of synchronisation between customer usernames and passwords, resulting in new users being unable to access their e-mail. Telstra became aware of the problem on March 6, and with the help of its supplier, claims to have resolved the problem the following day.

Anyone signing up for Telstra Broadband from March 8 onward will not experience any difficulty, but about 1,300 customers who joined between February 21 and March 7 experience ongoing problems.

-The complex nature of the synchronisation fault means that our supplier cannot provide a restoration date at this stage," Kerrina Lawrence, a spokesperson for Telstra, told ZDNet Australia. -Affected users won't be billed while Telstra resolves the issue," she added.

Telstra assures its customers that their usernames and passwords were not compromised while Telstra tackled the software problem.

-We are looking into past practice in order to identify the issue and ensure it does not happen again," said Lawrence. She also emphasised that anyone who has been unduly affected by the problem can apply for compensation.