Problems on iiNet’s network that started this morning at around 4am still haven’t been resolved, and a subsequent crash of the company’s contact centre has only added to customers’ frustrations. Ten hours on, the company’s website suggests that a fix may be as many as three hours away.
This story originally appeared on Lifehacker Australia
The initial problem largely affected email and voice services, with users reporting an inability to log into email and recurring authentication errors. Some users also reported incredibly slow download speeds as a result of the problem.
Event #4738739 – Some customers are having difficulty logging in to email/webmail: https://t.co/TUvtsZoifi
— iiNet (@iiNet) May 17, 2016
The issue was only exacerbated a few hours later when another problem knocked out the company’s phone support lines, meaning customers were unable to call through for support.
Event #4738977 – Calls to iiNet Group contact numbers failing. Engineers are investigating: https://t.co/PnFDXxMJFE
— iiNet (@iiNet) May 18, 2016
iiNet says that the problem with email is due to an issue with one of its key servers. It has its engineers working on both problems as a highest priority, but in the meantime its staff are scrambling to answer customer questions and provide support over Twitter. With a number of businesses hosting email through iiNet, the day-long disruption has been felt by many.