Most of us are back to work today, but Optus isn’t. Serious and unexplained faults have been dogging the carrier’s mobile and broadband networks over the weekend, but Optus has said nothing officially.
Ignore the problem and it will go away.
iTWire first noticed the problem personally, when one of our people experienced an inability to access many websites. We tried Optus support, we looked at the website, we rebooted and retried and reOptused, all to avail.
It’s not just us. A selection of comments from disgruntled users on the Optus Facebook page:
- What is going on Optus? Internet not working as usual. I don’t want a generic response. I want it fixed. I’m not calling tech support. You need to call me. It’s a big joke
- Thanks Optus for your over 24 hour downtime. I'm sure we now are able to claim compensation for this royal stuff up. Not to mention missing some family Skype time for a ten year old’s birthday. Not that you care about it.
- 24 hours and still patchy or no Internet connection. Useless telephone support ...'Technicians are aware of the problem' is not a good enough.
There’s a lot more. Optus has not responded. It has set up a social networking page, but appears to be ignoring the comments posted on it. Strange marketing.
One of the keys to good customer service is quick response. Optus appears to be still in holiday mode, while its users attempt to get some sort of even basic response.
Lift your game, Optus.
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Graeme Philipson is senior associate editor at iTWire and editor of sister publication CommsWire. He is also founder and Research Director of Connection Research, a market research and analysis firm specialising in the convergence of sustainable, digital and environmental technologies. He has been in the high tech industry for more than 30 years, most of that time as a market researcher, analyst and journalist. He was founding editor of MIS magazine, and is a former editor of Computerworld Australia. He was a research director for Gartner Asia Pacific and research manager for the Yankee Group Australia. He was a long time IT columnist in The Age and The Sydney Morning Herald, and is a recipient of the Kester Award for lifetime achievement in IT journalism.