Telstra still trying to solve log-on problems - News - Communications

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This story was printed from ZDNet Australia.
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Telstra still trying to solve log-on problems

By James Pearce, ZDNet Australia
March 18, 2002
URL: http://www.zdnet.com.au/news/communications/soa/Telstra-still-trying-to-solve-log-on-problems/0,130061791,120264093,00.htm

Telstra has admitted that it is unable to determine a restoration date for a software problem that has left 1,300 customers unable to log on to their broadband service.

Originally the telco giant's Service Status page reported that the problem would be fixed by Monday, March 18, but that has now been extended until Friday, March 22.

-We are still assessing the technical solution," Kerrina Lawrence, a Telstra spokesperson, told ZDNet Australia. As previously reported the problem is due to new software implemented in late February, and affects around 1,300 customers who joined the service between February 21 and March 7. They are unable to use the service due to synchronisation issues between their username and password.

However, one reader who contacted ZDNet Australia claimed that he signed up on March 8 and cannot access the service. In response, Lawrence pointed out that there are many reasons why a new user may have problems accessing their account, and that it may not have anything to do with the reported problem.

-At this stage we believe it is limited to the 1,300 customers who signed up between those two dates," she said. -If there are any customers that think they might be affected or have a related question they should contact Telstra so we can cross-check it against our list and solve the problem to their satisfaction."

Telstra is also following up reports that employees are telling customers they have stopped signing people up until the problem is fixed.

-The customer contact program is underway, and we'll keep them briefed on the situation," Lawrence said.