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Customer Support hours over Christmas

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2013 is beginning to wind down and for our tireless Customer Service teams, bringing another award-winning year to an end.

With Christmas quickly speeding up on our radar, we thought we would let you know of our reduced Contact Centre operating hours over the holiday period for iiNet and Westnet.

We’ll be operating on a limited basis from the 24th-26th of December, and again from 31st December-1st January.

These are the only days over the Christmas/New Year period where we’ll be operating on reduced hours, and we’ll be operating as normal from the 27-30th of December. Then, once the new year is well-and-truly rung in, we’ll be back operating as per normal.

So grab a pen and jot down these times.

Christmas Support Hours

DATE

iiNet
(all times WST)

Westnet
(all times WST)

Xmas Eve (24 December)

0:00-22:00

06:00-19:00

Xmas Day (25 December)

CLOSED

CLOSED

Boxing Day (26 December)

06:30-21:30

06:30-18:00

New Year’s Eve (31 December)

0:00-22:00

06:00-19:00

New Year’s Day (1 January)

04:30-0:00

06:00-18:00

 

From the entire Customer Service team, we’d like to wish you a very Merry Christmas and a safe and happy new year. We’ve had a great year in 2013 and we can’t wait for 2014!

55 comments

  1. Nick Heeroma says:

    I wish you all a very Merry Christmas and also my best wishes for a Happy and Prosperous 2014!

  2. janko plax says:

    Hi. Just to let you know that I have restored my account and you can proceed with the billing tomorrow. I did remove the funds from my account so that your billing would be refused because of lack of funds. But the reason was because there was no other way to contact you after my phone collapsed, I could not contact you. And I could not tell you that my phone is out of order. Now I got contact with you and the account is restored.

    • Tal Waterhouse says:

      Hey Janko,

      Thanks for letting us know. Glad to hear you’re back up and running again!

      Regards,
      Tal

  3. Ken Dean says:

    I don’t believe it. This must be a first for Westnet. Not happy Jan!

    • Tal Waterhouse says:

      Hi Ken,

      I’m sorry you’re not pleased with our limited operational hours over the season. We wish to give our staff an opportunity to enjoy this holiday as well as continue to provide awesome customer service. If you do experience any issues that need addressing by our contact centre, please be sure to contact us during the listed times for contact. Have a happy and safe holiday.

      Regards,
      Tal

  4. David Robertson says:

    Take a break people – you’ve earned more than the short respite you’re getting. Enjoy it. And have a great Christmas and New Year!

  5. paul boyes says:

    thankyou for the excellent service throughout 2013, and look forward in 2014 with iinet and the team. Stay safe over the xmas and new year period and enjoy your well earned break.

  6. Gerry Symonds says:

    Wishing all of your wonderful & caring staff a fabulous Xmas & New Year!
    You are streams ahead of ANY Customer Service I have EVER dealt with.
    THANK YOU
    G x

  7. Robert Eggers says:

    Have a great xmas guys and girls and thanks for another year of perfect customer support.
    Looks like i will have to stay with you for another ten years!!

  8. Lynette Paye says:

    Great. It is good to hear some employers are thinking their staff.

  9. Chris says:

    Thanks to all the support staff at iinet for a fantastic service and have a great Christmas.

  10. Reg Pollock says:

    To all the staff at iinet thank you for your wonderful support during 2013. I have been with you since ozemail and the service provided is always timely, courteous and professional.

    A happy Christmas and thanks. Reg Pollock

  11. ray says:

    thank you and a merry christmas and 2014 to you all

  12. Diane says:

    What do I have to do to upgrade from ADSL 1 to ADSL2 which it now available in my area?

    • Tal Waterhouse says:

      Hi Diane,

      It would be best to give us a call on 13 22 58 so we can confirm the new equipment’s available and arrange a change over.

      Regards,
      Tal

  13. Eileen Clark says:

    Which time zone do these times refer to?

    Happy Christmas!

  14. Jane Jones says:

    iinet already appears to have closed down its support staff to a large degree. Online support reuests go unanswered and the phone support number just goes on a continuous loop through its billing information – and there are still 3 weeks to go before Xmas!

    • Tal Waterhouse says:

      Hi Jane,

      We’re definitely still here! We apologise for any delays in responding to your queries or contact. Normally if there’s any wait for a representative our support number should offer to call you back when a representative is available. If you’re not receiving this and there is a wait we’d certainly want to look into that. Please do give us another call to have us investigate this for you.

      Regards,
      Tal

  15. Pat Hutchison says:

    Would love to receive a pik of those IINet operators
    who have been so helpful throughout 2013! Just a pleasure to connect with them.

  16. mick says:

    How about a photo of the team so we know who we are talking to!

  17. ann says:

    I am very glad to see you are giving our beaut supporters a day off for Christmas day..
    I wish you all merry Christmas !

  18. Louis ten Bohmer says:

    I like to wish all the crew a mary xmass and a happy new year. I hope 2014 will be a very good year. And thanks for all the help and advise you gave during the past year.
    Louis

  19. Margaret Ross says:

    Wishing all the staff at Westnet a very Happy Christmas and all the very best for 2014. You guys deserve some well deserved time off over the festive season – enjoy! Also would like to thank you so much for the extra quota on our Home-1 Turbo plan, you are definitely the best ISP ever. Kind regards, Margaret Ross

  20. Veronica Rae says:

    Wishing you all a very Merry Xmas & wonderful New Year – the customer service provided since I joined Westnet has been outstanding & you all deserve a big pat on the back.

  21. Robin Ford says:

    Hello there,
    My partner and I both have many years experience in call centers, both inbound and outbound. Every time we call your staff are so helpful and friendly and it is a great change from what people are used to. We noticed the picture of Matthew Conn smiling away with his headset on, and given we smile with our headsets on, we were hoping you could tell us who to speak to in order to get a job with you guys. We live in Sydney. Hope to hear back! Have a great Christmas and either way, thanks to your fantastic team for looking after us this year. Robin Ford and Alice McMillan

  22. I have appreciated all of the help from your customer service people who do provide a GREAT service to us all.
    I hope that you ALL have a wonderful Christmas and a better New Year

  23. Kevin says:

    Wishing all staff the very best of wishes for Xmas and the New Year. Enjoy the break as short as it is.

  24. Helen Revis says:

    To everyone at Westnet

    Wishing you all a merry Christmas and a healthy, happy and peaceful year to follow.

    YOU ARE THE BEST!

    Even after all the years I have been with you, your service and prices are fantastic -even in Spain, Portugal, Italy, Greece and Vietnam there were absolutely no hiccups and I could stay in contact with my friends and family. It wasn’t so easy for people just using phones. Even people using Wi-fi sometimes had trouble. As long as the hotel had a computer or I could find an internet cafe, it was all systems go!

  25. Ivan de Baugy says:

    Your Service is 2nd to none well done.
    To all the support crew have a great and well deserved Christmas Break

    Quiz
    Where did Westnet start
    Answer on two pc’s in the left hand corner of Mitchel & Browns store in Geraldton hence my email address

  26. Les Mepham says:

    The staff are always very good and polite and always get the job done >>in most cases but havig to wait 6 weeks to get my phoone up and running (bit mutch) and as far as I am aaware still not there..
    However people have a great and safe holliday period

    Regards LEs Mepham

  27. Beryl Holland says:

    Thank You for your support in 2013. You have been VERY HELPFUL!!!!

  28. Ersilia-Jane Taramelli says:

    Happy Chgristmas and Abundances of every type in the new year 2014/. Thanks for all the staff that support, somone who is not up with all the internet or computer ways….I am stillbusy …moving, so when that is not possible I will be on the net more often
    Blessings to you all. Ersilia Jane Taramelli. ex Perth!!!

  29. Tracy Cleary says:

    re fault reported, phone line still making noise in line

  30. John Wickham says:

    I have had reason to use your support team on numerous occasions thru 2013. I have found them professional, courteous, patient and friendly. I am not overly computer literate and I have found their service invaluable. May I take the opportunity to say thank you to all and have safe and happy Christmas and all the best of wishes for 2014. John in Brisbane

  31. Bill Alexander says:

    As always, I really enjoy your email updates. It’s always very informative and friendly. I simply cannot imagine myself changing my ISP! I’ve been with iinet for many years. Never have iinet reduced value for money;quite the contrary. You’ve actually given more data for the same cost. This is just one of the reasons I will be loyal to iinet;iinet has always been loyal to me!
    Thank you for a great product and for your always great, friendly support.
    I wish you all a fantastic festive season.

  32. Robyn Sheehan says:

    Thank you for your help over 2013 – Best wishes
    for a Merry Xmas and Happy New Year 2014 to all.

  33. jenn,y says:

    TO YOU ALL AT IINET,YOUR ALL FAMOUS IN MY HEAD WITH ASCENDING BRILLIANCE IN CUSTOMER SERVICE,FROM ME AND MY CHILDREN HAVE THE HAPPIEST AND HEALTHIEST OF THE SEASON AND REMEMBER DONT DRINK AND DRIVE,AND BE AS GOOD AS YOU ALL CAN BE FOREVER, Speak in the New Year,

  34. Gail says:

    I am surprised you will be operating at all – many would close down altogether, I think. Thank you for your outstanding customer service. I hope all iiNet staff have a wonderful and magical break.

  35. Debbie says:

    I have always been extremely happy with the customer service I have received from this awesome team! Anyone who has dealt with me over the past year certainly deserves a break to recover ! You have always been patient and understanding and have never made me feel as completely computer intolerant as I really am! Have a wonderful Christmas !

  36. Geraldine Taylor says:

    Many thanks to everyone for your fabulous support through 2013. Have a happy and safe Festive Season and a prosperous 2014.

  37. Brian Goosen says:

    To all at IINET Have a merry Christmas and a Happy New year, And thanks for the Best Support Team EVER.
    Keep Up The Good Work :)

  38. Dawn Greenwell says:

    Thank you for all your support this year…Take the break you guys deserve it such dedication and friendly reliable services should be rewarded. Merry Christmas to you and your families faith hope and charity

  39. Pat Innamorati says:

    Thank you iinet for your great work and support throughout the year.

    Best wishes to you all for a safe and Merry Christmas 2013!

    Regards from
    Pat and Tony Innamorati

  40. Margaret Peacock says:

    So glad you are having some well deserved time off. I am one of the most non tech savy people
    and the patience of your staff has exceeded all limitations, and all with good humour. Many thanks for all your help. Keep safe over the holiday period

  41. Irene FROYLAND says:

    For more than a decade I have been with iinet and you make me feel like family.
    I would want my family to have a break, so go enjoy yourself “guys”.
    Somehow we will manage without you
    Irene

  42. You guys do a great job on service.

    Alas, your hardware decisions leave a lot to be desired.

    I have Budii with the phone and the tablet, and I never use them. Next time just buy your tablets from Samsung and your phone from Uniden, and rebadge them.

    Cheers and happy holidays

    • Adam O'grady says:

      Hi Thomas,

      If you’ve had a bad experience with our hardware, I’d definitely recommend trying a firmware upgrade; this might fix some issues with the devices. If you still have any other problems, give our Support team a call on 13 22 58 and they can look into it for you.

      Regards,
      Adam

  43. Patresha Thomas says:

    I am so happy with iinet :)

  44. I’m glad that IInet is receiving so many greetings for Christmas & New Year but it would be great & I mean great! if I could too. Have been without Phone & Internet since 7th December 2013 & won’t be fixed ( if I’m lucky ) till 3rd January 2014. Thanks to USB Optus prepaid that I am able to write this email. Enjoy your Christmas & New Year Festive Season This customer won’t be !!

    • Amy Pearce says:

      Hi Sybil,

      Sorry to hear about your lengthy fault restoration, especially as it is over Christmas.
      Rest assured, you won’t be charged for your downtime and we will be doing all possible to have to reconnected as soon as possible.
      If you are concerned about the restoration time frames, please don’t hesitate to give us a call on 13 22 58 and discuss the situation with a senior member of staff.

      Cheers, Amy.

  45. Neville and Christine says:

    Hi Guys, enjoy your time off and thanks for the recent support to get over our lack of connections with the naked phone and helping to sort out the wireless problems. All good now with a new Uniden handset but only have to sort out why we cannot open Explorer videos unless we resort to Google Chrome and can’t save Favourites where one user (Neville)gets an “access denied” message.

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