Out on a limb: Telstra guarantees DSL service, or your money back

In a bid to overcome the lingering stigma surrounding its ADSL network, Telstra has announced it will provide ADSL customers with service level guarantees and offer rebates if network availability falls below 99 per cent per month.

The new ADSL network performance guarantees, which will take effect on 1 July, include the authentication, authorisation and accounting servers for each BigPond ADSL customer - areas that have been the most problematic for customers over the past 12 months, Telstra says.

Applications and services provided by Telstra BigPond, such as mail, Web hosting, third party content, the usage meter, or the customer's modem, will not be covered by the new guarantees.

Customers will be offered rebates for network unavailability on three levels. If monthly ADSL network availability falls below 99 per cent but is equal or higher than 97 per cent, customers will be entitled to a 10 per cent rebate on their monthly subscription fee. For network outages that exceed three per cent of the total availability but are less than six per cent, customers will receive a 20 per cent rebate. If ADSL network availability fall below 94 per cent, the rebate will be equal to 50 per cent of the customer's monthly ADSL fee.

The measurements will be not be derived from a national average of the network, but instead, by the ability of the ADSL network to each individual subscriber, Telstra says. Based on these rates, rebates will then be automatically credited to customers on the following month's bill.

The decision to offer rebates on its ADSL network coincides with the Telstra Wholesale's announcement that it would also offer rebates to its wholesale DSL customers for network outages exceeding six hours.

The rebate will apply to those customers currently using Layer 2 (now trialing as L2TP) or Layer 3 (FlexStream or CommerceStream) products, and will be introduced on 1 July, with customers able to claim rebates from the following month onwards. The service guarantee does not cover planned outages, or problem's arising from the user's server or equipment.

Rebates on the wholesale service guarantees are similarly structured to the retail product, with customers experiencing outages of more than 42.5 hours per month entitled to a 50 per cent rebate on the average end user access charge.

Telstra Wholesale PR representative Rob Bruem said introducing service level guarantees to Telstra's DSL wholesale customers would in turn, give them the opportunity to pass on guarantees and rebates to their clients and allow them to compete fairly with Telstra's retail DSL offerings. If feedback is positive, Telstra will also look at extending the rebate across other broadband offerings, such as cable or its business products, he said.

Guarantees on ADSL and wholesale DSL services do not cover the copper access network or slow connections, or network unavailability due to scheduled upgrades.

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.
Nadia Cameron

Nadia Cameron

PC World
Show Comments

Cool Tech

Breitling Superocean Heritage Chronographe 44

Learn more >

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?