Nightmare on the Internet

Since being in Australia for just over two years my Internet Service Provider (ISP) has been Austar Metro. You may have heard of Austar if you live out in this part of the world. They are a satellite TV provider, and also offer provision of Internet connection services and web hosting. If you happen to subscribe to their television service and also subscribe to their Internet service you can potentially save a little on your Internet connection - that is you could, if they actually provided a service at all.

The reason for this particular page on my site is to warn potential Internet users to stay as far away from this ISP as possible. They may provide great TV, and when I went with them two years ago, they were good. It would appear that the term "service" simply does not exist in the Internet division. It did - once - but that is looooong gone. Since then they have been bought by a company named Big Blue, and their service has steadily gone down hill since then. Let me give you a couple of small examples, then you be the judge.

Four weeks ago, on a Friday night, I tried to go online, but the number my modem was dialing simply would not connect. When I called the help desk I got a "our office hours are.." message. Then next morning I tried calling again and this time it took 50 minutes to have someone actually answer the phone. But, they did answer. Imagine my surprise and general thought patterns when I was told that since they held my Internet domain and this website, and all of my email accounts as well at that time, and therefore I was a business customer, that the helpdesk person couldn't help me until Monday morning. If I were a simple dialup client, I could be helped, but as a business client, I couldn't be.

Am I alone in thinking that is simply backward thinking on someone's part? I pay more because I am a business client with a website, but I can't be helped on weekends? *shakes head and goes on*. It was finally resolved on the following Monday morning when someone kick started their telephone connection router in the state of Queensland, but ONLY after I had called yet again and explained what the problem was. They didn't know it wasn't functioning, despite my telling them that very thing on the previous Friday night !!!

Having had enough of this silliness, I them moved my domain and entire website to a new server in California. Remember - I am located in Australia but my website is now stored in California, USA. The server I chose is called server101.com and if you look at their website of Server101.com you will find a company that actually does try to help its clients. If you have a domain of your own, and wish to find a good company, with proper facilities and real tech support to assist you, then I would suggest giving them a try no matter what part of the globe you are on. I would also suggest you stay as far away from AustarMetro in Australia as a web host or as a Internet provider, as possible, unless or until they finally clean up their act.

Further investigation now shows that Austar Metro doesn't host their own ISP service any more. It was apparently sold (or given away) and is now all done through a company called Big Blue. Hmm - that would mean that their service has improved one would hope, right? *shakes head* - To use a local expression "Not on your Nelly !!!".

But wait - there's more. On Saturday the 3rd of July, I found that I could not send email. I could log on, I could receive email, I just couldn't send it. So, picking up the phone and calling the helpdesk (someone had actually told them by now that serving their business clients on weekends wasn't a capital offense - wonder who that might have been?) and waiting the required 45 minutes to be connected to a person rather than elevator music and messages pleading with me to hit a key on my phone which would result in them calling me back (yeah, right, sure, uhuh, whatever), I was told that the dialup number should be changed and if done, all would be well. I then did as told, and did it solve anything at all? Nope - not a thing was different.

I then tried yet again on the same day (waiting what was now 55 minutes to actually speak with someone - after all, it was a week day...) and was finally told that the SMTP address I had been given was incorrect. It should read smtp.austarmetro.COM.au, not NET.au as I had previously been told.

Those who know me personally, in real life, will imagine the scene that took place then. Let it suffice that it was not pleasant. Am I sorry for my outburst? Not a bit. Would I EVER, under ANY circumstance, recommend a friend, client, or acquaintance to hook up with AustarMetro or Big Blue? When the devil hands out iceskates let me know and I'll tell you then. Will I warn others about this shoddy service, terrible wait times when you phone for help, and incompetence of the vast majority of their technical people? You better believe it, and I have the website to do just that.

Ahh, but how do I connect to the net now I hear you ask? Well, the problem, for me, is finally solved. I am fortunate enough to have cable in my street and last night cable internet service was set up at my home. Fast? I hold on to the desktop when I click on something. Problems? Not a single one. Happy? The picture of me jumping up and down like my grandson (who is not quite 3 yet) and yelling " YES, YES, YES, YES" comes to mind and pretty much fills the bill. My family may suggest Prozac soon.. lol

Ahh, but would I blow the whistle on them if they have the same level of service? Believe it and know I will.

Would someone inform the Australian business community at large and Austar Internet as well, that it is MUCH more difficult to get new clients than it is to keep old ones; that the basic marketing principle of "keep your client base well served, and your business will grow" has a very good amount of common sense attached to it? Until Austar, and/or Big Blue, learn that principle, others, like me, will leave in droves. My only wish? That I had of done this sooner.

So if you are an Australian Internet user, and are looking for an ISP, my advice is stay completely away from Austar, Austar Metro, and Big Blue. Find someone who actually serves their clients instead.

But, as usual, these are simply my musings...

Mac

Rebecca Game of "Digital Women - Women with their modems running...", is a graphic designer who is superb to say the least. Rebecca designed this "new look" web site specifically for me, and I can't praise her work enough. Her site, dedicated to women on the net, is worth seeing and bookmarking for future reference. If you are looking for links of interest to women, please visit her site. And if you need the best graphic designer on the planet, I seriously can't recommend her more highly. Oh yes, and when you visit her site, tell her Mac sent you. Thank you Rebecca. I am eternally grateful for your assistance and expertise. ;-)