If you're an Aussie Broadband user who has noticed longer-than-usual queue times over the last day or so, there's a reason.
The call centre has the shits. Literally.
While the rollout of the NBN has been less than perfect and many traditional ISPs, who are now RSPs, have struggled to meet customer expectations, one RSP has managed to avoid most of the bad publicity around the network. Aussie Broadband's managing director and founder Phil Britt answered a bunch of questions on a recent Reddit AMA about the state of the NBN. Here are his most searing takes.
We're all familiar with the automated messages that play on loop when you're stuck on call waiting. They tend to alternate between assurances of how important your time is to them, and information regarding where you can submit your query online and thus free up the queue.
Last week my partner and I were sitting on hold with Aussie Broadband and experienced a message unlike any other we had before. It informed customers that racially-motivated abuse from customers was unacceptable.
This week the ACCC released its second report on real-world NBN speeds, and the results are good. Well, pretty good; and it's clear that some providers are doing a better job of maintaining average speeds than others.