Bully
13-11-2003, 09:35 PM
TELSTRA today apologised to its BigPond internet customers for further email problems this week, while thousands of ADSL customers in NSW stand to gain a rebate after a state-wide outage.
In an email sent out to clients just after 11pm AEDT last night, Australia's biggest internet service provider said the service delays were to do with load balancing rather than capacity.
"The BigPond team would like to apologise for some intermittent email problems you may have experienced this week," the email said.
"We quickly dedicated all available resources to the problem, working to address it by rebalancing the email load."
Telstra said it had had the capacity to deal with the problem, which was resolved yesterday afternoon.
"We will continue to closely monitor email performance," it said.
BigPond has come under fire recently after its 1.5 million users suffered a month of problems because of the Swen virus, with some emails delayed by up to 48 hours.
At the time, Telstra announced $25 million worth of rebates for its customers, while admitting its servers lacked sufficient headroom to cope with the crisis.
Telstra spokeswoman Kerrina Lawrence said today Telstra was not aware how many customers had been affected by the latest bout of trouble.
"We had the capacity to deal with the problem, so capacity was not an issue," Ms Lawrence said.
In a separate issue, a routine hardware upgrade in NSW this week left thousands of customers without access to the internet between 7am and 1pm on Tuesday and intermittently on Wednesday.
The outage affected all ISPs who use Telstra's exchange equipment - including iiNet, TPG, Internode, Netspace, OzEmail and Pacific Internet - not just Bigpond.
Ms Lawrence said the volume of helpdesk calls indicated that not all customers in NSW were affected.
However those that were stand to gain a rebate under Telstra's ADSL customer service guarantee, which refunds 10 per cent of their bill if network uptime falls below 99 per cent, and more if uptime falls below 98 per cent.
In November, 7.2 hours would account for 1 per cent of time, making it likely that many ADSL customers will be eligible for a rebate from their bill.
In an email sent out to clients just after 11pm AEDT last night, Australia's biggest internet service provider said the service delays were to do with load balancing rather than capacity.
"The BigPond team would like to apologise for some intermittent email problems you may have experienced this week," the email said.
"We quickly dedicated all available resources to the problem, working to address it by rebalancing the email load."
Telstra said it had had the capacity to deal with the problem, which was resolved yesterday afternoon.
"We will continue to closely monitor email performance," it said.
BigPond has come under fire recently after its 1.5 million users suffered a month of problems because of the Swen virus, with some emails delayed by up to 48 hours.
At the time, Telstra announced $25 million worth of rebates for its customers, while admitting its servers lacked sufficient headroom to cope with the crisis.
Telstra spokeswoman Kerrina Lawrence said today Telstra was not aware how many customers had been affected by the latest bout of trouble.
"We had the capacity to deal with the problem, so capacity was not an issue," Ms Lawrence said.
In a separate issue, a routine hardware upgrade in NSW this week left thousands of customers without access to the internet between 7am and 1pm on Tuesday and intermittently on Wednesday.
The outage affected all ISPs who use Telstra's exchange equipment - including iiNet, TPG, Internode, Netspace, OzEmail and Pacific Internet - not just Bigpond.
Ms Lawrence said the volume of helpdesk calls indicated that not all customers in NSW were affected.
However those that were stand to gain a rebate under Telstra's ADSL customer service guarantee, which refunds 10 per cent of their bill if network uptime falls below 99 per cent, and more if uptime falls below 98 per cent.
In November, 7.2 hours would account for 1 per cent of time, making it likely that many ADSL customers will be eligible for a rebate from their bill.