AOL Compensates For ADSL Outage
Posted: 26th Sep, 2005 By: MarkJ
AOL UK has paid out over £100,000 in compensation after a failed network upgrade left 20,000 (£5 each) of its ISP customers without broadband. Other providers, such as Bulldog, could learn a few things from AOL:
Last week, AOL UK sent a pop-up to around 50,000 punters telling them about the ISP's ongoing network upgrade. Of those, half were downed when they clicked on the pop-up and followed instructions to upgrade their connection.
As a result, punters lost their connection. When they tried to call tech support many experienced long wait times as AOL's helpdesk was flooded with calls.
The £5 compensation is due to cover the cost of calls after the ISP began charging for tech support in August.
It's rare to see any ISP issue compensation for problems experienced on a residential package, although one or two others have done something similar.
We could name a few providers that would probably go broke if they were forced to compensate customers for all the problems experienced. More @ The Register.
Last week, AOL UK sent a pop-up to around 50,000 punters telling them about the ISP's ongoing network upgrade. Of those, half were downed when they clicked on the pop-up and followed instructions to upgrade their connection.
As a result, punters lost their connection. When they tried to call tech support many experienced long wait times as AOL's helpdesk was flooded with calls.
The £5 compensation is due to cover the cost of calls after the ISP began charging for tech support in August.
It's rare to see any ISP issue compensation for problems experienced on a residential package, although one or two others have done something similar.
We could name a few providers that would probably go broke if they were forced to compensate customers for all the problems experienced. More @ The Register.
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