I found Aussie Broadband COVID-19 response on whirlpool.
We really do live in very interesting times. The following will be emailed to all customers over the next two days regarding what we are doing to help with the COVID-19 pandemic…
You’re probably getting emails like this from all directions, but we just wanted to let you know we’re working hard to keep your internet service running as smoothly as possible in the coming weeks.
Network capacity
Our network is already set up to meet the highest levels of traffic we see every week (usually on Sunday and Monday nights, when lots of people are home), and our team are keeping an eagle eye on things.We will upgrade as necessary if we see peaks beyond our normal high range, and we believe we are well set-up to cope. Don’t forget that you can keep an eye on our daily bandwidth graphs on our website network centre.
Helping customers
Because it looks like many of us will soon be stuck at home, we are putting these measures in place:
- Providing unmetered data usage between 6am-6pm for all customers on limited data NBN or ADSL plans
- Stopping all service suspensions*
- Enabling any of our few remaining customers on 12/1 speed plans to upgrade if necessary to help them work from home
These measures will be in place by Wednesday 18 March.
Our normal financial hardship services, including payment plans that you can set up online via MyAussie, will continue.
Customer service
As you know, we’re based in Australia. Some of our team are already working from home and we’re prepping for all of us to do the same if necessary, including our customer service call centre team.Remote working will mean we won’t be able to provide customer support as fast as we normally do. If this does happen, we’ll let you know.
In the meantime, don’t forget that you can also:
- self-help test and log faults via your MyAussie app or portal
- find lots of answers in our website Help Centre
- ask for a call-back when our queues are long
Family matters
The thing that always matters to us the most is family and community, and our value of being good to people. You are part of the Aussie Broadband family, and we want to assure you that we’ll do our level best to help in any way we can over the coming weeks.Cheers
The Aussie Broadband team*. ”being good to people” includes our own people – so we do reserve the right to suspend the service of anyone who abuses our team or our network
Email update.
For the last nine months we have been providing all of our customers on limited data plans (like yours) unlimited daytime data from 6am – 6pm, to assist with the changes that COVID-19 forced onto us all. Given we've stabilised to (mostly) COVID normal conditions, from 31 January 2021 we will no longer provide unlimited daytime data.
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