“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.”