Incorrect usage recording

misi misi

misi

Growing Little Guru
Dear Internode customer,

On the morning of 23rd October 2007, Internode experienced a problem
with the usage recording system used by our broadband customers.

This fault manifested as a large (incorrect) record of usage for 22nd
October 2007.

For some customers, this was accompanied by the receipt of multiple
automated warning email messages regarding their usage quota.

Where the resulting usage assessment exceeded the monthly quota for
an account, over-quota 'shaping' was also applied by our automated
systems at that time.

Once the fault was identified, we released a customer online advisory
on the issue:

http://cgi.internode.on.net/advisories/item.html?id=4934

In the interim, the 'shaping' system was then turned off to avoid
customer performance impact while the fault was resolved.

We have worked throughout the day to restore the usage system to
correct operation. This work required substantial effort and time to
ensure that the restoration work was performed correctly and without
further customer impact.

Usage information rendered to you on the Internode web site and via
usage meters (http://www.internode.on.net/tools/usage-meters/) has
now been corrected.

All customers who purchased one or more data blocks on 23rd October
2007, between midnight that morning and 7pm that evening, will have
the charges associated with those purchases credited back to their
account automatically. No customer action is required to receive
that credit. The data blocks will also remain available to you to use.

If you have any remaining issues regarding your usage assessment,
please contact the Internode helpdesk (https://
accounts.internode.on.net/cgi-bin/support) and we will be happy to
resolve them with you.

We apologise sincerely for any inconvenience or distress caused by
this technical fault and for the time required today to process the
fault and implement its resolution.

Regards,

The Internode Team
Click to expand...

Swift. Polite. Honest.
Looks like they want their customers business.
 
foxidrive foxidrive

foxidrive

Retired Admin
That's what initially decided me on aanet, misi. Times change... but Internode would be high on my shortlist if I were to change providers.
 
C C

Cheeky Chef

Guest
I got that email too, as with all node updates.. And I havent been a customer since the aanet 8 megabit trial started..:happy
 
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