Today I experienced an ironic example of an Internet Service Provider (ISP) successfully avoiding any consideration of a well meaning (and simple!) suggestion to improve their offerings. It is ironic because the ISP concerned is Internode, the company I founded in 1991.
I meant well in trying to help them to improve their service offering, but all I wound up doing was falling down a funny / sad rabbit hole in terms of where those efforts landed me, as you will see.
I used what appeared to be the appropriate email address (found on this page):
This is what I sent (very lightly edited for additional clarity):
From: Simon Hackett Subject: The absence of support for Fixed Wireless Plus is a strange and unfortunate deficiency Date: 17 October 2020 at 1:21:38 pm ACDT To: email@example.com Hi guys, I have a 25 Megabit fixed wireless service in Tasmania. This is the fastest Fixed Wireless offering available from Internode/iiNet/TPG. Fully appreciate this sheets home to TPG decisions on how the NBN Fixed Wireless service is operated - but - NBNCo introduced a new, higher speed/best effort (up to 75/10) Fixed Wireless service a long time ago (December 2018!). I have tried repeatedly since to get my service upgraded to support those higher speeds, but I have confirmed (on multiple occasions) with the sales team that there is no plan to have Internode able to offer those higher speeds… which is just crazy, frankly. I think I’ve given Internode at least a year to fix this - and it isn’t getting fixed - that much is clear. So - I’ve now given up and signed up with Aussie Broadband and as of yesterday, I am indeed enjoying > 60 megabit per second speeds on the same site with the same hardware and the performance change is dramatic. I will call the accounts team on Monday to cancel down the old Internode services at the site concerned (snbs client ID is <REDACTED>, for reference). As the person who founded Internode, I have found it hugely disappointing - indeed actually upsetting - to have had to do this… but (sincerely) this ball (in terms of supporting fixed wireless customers) has been comprehensively dropped on a long term basis by the TPG group. Supporting the now-current Fixed Wireless service offering and rolling existing customers over to it would be trivial. It beggars belief that this is not being done - but - well - obviously it is not. For the sake of not losing customers in Fixed Wireless over time in this entirely avoidable manner, I would challenge you to actually fix this. It won’t help me, any longer, but it would help YOU (and your existing and future customers). Yours sincerely, Simon Hackett Founder, Internode
I got an email reply promptly back from iiNet (note: not from Internode), which said:
Hi Simon Would you mind providing your account number or mobile number for us to assist you further. Kind Regards <REDACTED> Case Manager iiNet Customer Relations
I pointed out in reply that I had in fact already provided this information.
What floored me is what came back next:
Hello Simon, Thank you for your email and I do apologize for the delayed response. Please contact internode directly via the following link: https://www.internode.on.net/contact/?dep=support Their contact details are via the above website. Warm Regards, Customer Service Representative iiNet Support iiNet Limited, Locked bag 16, Cloisters Square WA 6850 ph: 13 22 58 fax: 1300 785 632 email: firstname.lastname@example.org web: www.iinet.net.au
Um… excuse me?
Here’s the bottom line – I tried, but – having been taken on a complete runaround for my trouble, well, I’m outta there…
…and wondering why I gave them more than year to fail to address my original issue (as per my email above) before I left. Loyalty, I guess.
My Aussie Broadband ‘Refer-a-Friend’ code is 4549606 if you’re considering the same move, and it will get you (and me!) a $50 credit if you use it.
Thus far I’ve been highly impressed with the outcome, and I’ll have more to say about that later.
(Full Disclosure: I have also purchased some ASX:ABB shares after their recent IPO)