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Newsletter: January 2000
* Welcome * Trip for two to be won * Additional lines * Web Server Changes * Congestion tones * Cable Internet Access * Customer Service Delays * What iiNet is up to in the Community * iiNet/Scoop Privilege club * Network Status Mailing list Welcome Welcome to iiNet's February newsletter and a special, big welcome to our newly merged Omen and Net Trek clients who may be receiving this newsletter for the first time. We would like to reassure all of our new clients that their old Omen or Net Trek e-mail address will still work for at least 12 months. Our advertising campaign continues with our new radio advertisement that is being aired on Mix 94.5. Keep an ear out for it! Win a trip for two around the world! During the month of February all iiNet customers are able to enter a competition to win a trip for two around the world. The trip for two is valued up to $8,000 with $2,000 spending money. The trip must be taken by 31st Dec 2000 and the winner will be drawn on the 3rd March 2000. To enter please visit
All new customers who join iiNet during the month of February will automatically be entered in the competition. Additional Lines Phone Lines - As you know we are constantly adding to the number of dial in lines we have. This latest upgrade has seen us add 60 lines to our dial in number for Rockingham, taking the number of lines on this rotary to 240. We will also be adding 60 more lines to our Margaret River dial in number during February. Web Server Changes In our effort to maintain a high level of service to you and due to our growing user population, we have split the web services into two separate servers. One for our client home pages which is called members.iinet.net.au, and one for corporate web sites, which does all the work for www.iinet.net.au. Those of you using the POST statement in a form CGI may have noticed some errors during the web server split. The easiest fix we have found is to remove the server name from the line or POST statement in the form that calls the CGI. For example, instead of:
try:
Should you have any difficulties, please advise. Congestion Tones Recently, many callers to our Perth lines have been experiencing congestion. This tone sounds a lot like a busy tone, except instead of being two loud beeps, congestion tone is one loud and one soft beep. This has been happening even though we have had large numbers of modems free and waiting to take calls. In close conjunction with Telstra, iiNet has been working frantically to firstly find the problem, and secondly to fix the problem. This has involved collecting data on the suburbs and phone numbers users have been dialling from, and making numerous test calls. In the course of the investigation, it was found that Telstra exchange that provides the vast majority of our services was in trouble and needed to be restarted - the equivalent of a control-alt-delete. This reduced the number of congestion faults but did not fix it completely. It has now been discovered that the Telstra network and our Cisco routers (the equipment that provides our modems) have a minor incompatibility. In certain cases this results in a call being sent from Telstra to our equipment, but our equipment cannot answer, so the Telstra exchange terminates the call and gives congestion tone. We have been in contact with Cisco Systems and have worked out a solution that we hope will stop this problem. We implemented it on the morning of the 17th of February. This has not fixed the problem with the Telstra exchanges, but until that is fixed, this solution offers the best chance of alleviating - and hopefully putting an end to - the problem. Thank you all for your patience during the last few weeks, and we hope we have the problem under control now. Network Facilities iiNet's connection to Connect.com.au has been upgraded to 100 megabits. This has improved performance for all network traffic because this link is part of iiNet's international connectivity. The iiNet proxy cache system has been doubled. This has improved performance and increased reliability. There are now 100 gigabytes of cache on the primary cache system and a further 100 gigabytes of cache on the secondary cache system. This brings our cache total to 200 gigabytes. Cable Internet Access iiNet has launched it's highly anticipated broadband cable Internet service. The service is available initially only in Ellenbrook, Western Australia's most awarded and fastest growing urban development. Further roll-out of the service will be dependent upon the take-up rate of the Ellenbrook project. For a once-off establishment fee of $299 and a flat rate fee of $40 per month, subscribers to the service will receive a cable modem, a permanent high speed connection to the Internet, unique local content developed specifically for Ellenbrook, a free training session and iiNet's award-winning customer service. A generous allocation of traffic is included in the monthly fee. Customer Service Delays Over the past two months, many members have been frustrated at the delays in talking with our customer service staff, particularly during the mornings and evenings. There were two reasons for this:
We have taken on an aggressive recruitment drive and in the past three weeks, employed an additional 30 new staff to cover the load and our PABX has been fixed and this has largely alleviated the problems that our members were experiencing. iiNet is dedicated to providing a premium quality service and acknowledge that the quality of service was below expectations during this time, and deeply regret that delays occured. What iiNet is up to in the Community iiNet is proud to announce that we will be sponsoring The Australian Red Cross' annual national fundraiser, Red Cross Calling. This Door-knock appeal will be held between the 13th and the 25th of March 2000. The Red Cross is a non - profit organisation and is looking for volunteers to help for a few hours. Anyone wishing to help can contact Red Cross on 1800 811 700 This March will also be the 50th birthday of Door-knock! The community and the groups that The Red Cross supports have more need than ever for the vital funds raised from this event. iiNet has taken on an exciting project for the Red Cross to ensure the Door-knock Appeal enters the 21st century. We'll have more on that in a later newsletter. iiNet/Scoop Privilege Club Join the iiNet/Scoop Privilege Club for free and win a Club Med Holiday In an iiNet and Scoop initiative you are being offered free silver membership to the iiNet/Scoop Privilege Club, normally valued at $110. Membership gives you access to everything you need to keep your social life a-buzz with activity; a monthly email newsletter containing the latest reserve seating to some of Perth's best events, discount getaway packages, exclusive offers and direct ticketing facilities making your social life hassle-free. To accept this free offer to become a silver member go to http://www.scoop.com.au/iinet, and you will automatically go into the draw to win one years free subscription to Scoop magazine. We have 5 subscriptions to give away. This offer ends on the 31st of March. See the end of this newsletter for some of this months iiNet/Scoop Privilege Club offers. Network Status Mailing List When a fault is discovered, or system maintenance is occurring, iiNet's support team lodge reports which are sent to a mailing list. You can subscribe or unsubscribe to this mailing list by visiting http://listmaster.iinet.net.au/list/status A confirmation e-mail will be sent to the e-mail address you specify. Thank you for taking the time to read this Newsletter, we hope it has been of value. This newsletter was put together by Jody Morris, Harry Baumann, Chris Brown, Justin Lowe, Glen Lewis, John Lindsay and Marlyn Kuc.
Some Privilege Club offers available for February are:
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