Tuesday, 24 March 2020 16:54

Aussie Broadband hit with ‘high demand' for services from home workers


Broadband retail service provider Aussie Broadband has pleaded with its customer seeking support for their services to use its free My Aussie app or portal due to what it claims is very high customer demand with people working from home because of the COVID-19 virus.

“Please (please, please) use the free MyAussie app or portal as your first port of call for customer service wherever possible. It’s a great little tool built by our development team,” Aussie Broadand says, noting that they can us it to:

o Test your connection (in multiple ways)
o Log a fault
o Set up a payment plan
o Check your usage
o Change or add services

“Not surprisingly, demand for customer support is very high. We’re seeing wait times vary anywhere between 1-30 minutes. Over the next 24 hours, we’re shifting even more of our staff to working-from-home arrangements, which may also affect queue wait times,” Aussie Boadband says.

“Our team are also working hard on LiveChat and social media, but these are not always the best way to help you.

“We’re in close contact with NBN and we know they’re doing their absolute best. Some appointment times, particularly for new connections, are blowing out and again we ask for your patience here.

“Our network team are continuing to keep an eagle eye on our capacity. Our network is already built to cope with peak demands, and we’re adding the extra 40% bandwidth generously provided last week by NBN.

“This is a damn difficult situation. We understand what it’s like to feel worried, uncertain and stressed, because we’re in it with you.

“We also understand that the internet is likely to become an even more critical part of your life in the next few weeks. We can’t predict everything, but we can tell you we’re moving fast, working hard and above all, we’re here to help, as much as we possibly can.”


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).



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