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-------------------------------------------------------------- This story was printed from ZDNet Australia. --------------------------------------------------------------
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BigPond outage: no refund for customers By Megan McAuliffe, ZDNet Australia June 14, 2001 URL: http://www.zdnet.com.au/news/soa/BigPond-outage-no-refund-for-customers/0,139023165,120232156,00.htm
Despite two major outages, Telstra says BigPond customers will not be compensated for service disruptions which have left them high and dry for close to 24 hours. -It's not policy to refund for this. The contract [customers] signed stated there would be no compensation for service disruptions," a Telstra spokesperson told ZDNet. The telco could not guarantee whether a small to medium sized company would be compensated for loss of business during the outages. The spokesperson says a formal process would need to be followed. In general however, no refunds or compensations would be made to BigPond customers. Authentication problems have been the cause of the outages, according to Telstra. The first disruption lasted eight hours before it was restored in the early hours of the morning. However, the problem reoccurred this morning at eight o'clock. The spokesperson says there are no guarantees when the service will be back up and running. -There are intermittent problems, customers would be lucky if they could get in. We're asking customers to hold off for a couple of hours before they try again," Telstra said.
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