Michael Malone Managing Director iiNet Message from the Managing Director Welcome to the September edition of iiNews. I hope that you found last months edition to be an easy to read source of news and support information. August was another unbelievably busy month at iiNet, as you will see from the lead article in our newsletter. We're starting to get on top of the backlog of calls and emails, and I hope you'll find it much easier to get through and talk to us if you need any assistance in the future. I am very pleased to announce that we have upgraded our existing range of flat rate broadband business products by improving the bliink BIZ and SOHO ADSL accounts. You can find more information on these improvements by visiting our website here. We look forward to bringing you more new and exciting product and customer service developments in the near future, as the iiNet team strive to deliver you with the most enjoyable Internet experience possible.

Message from the MD News Corner Customer profile Inside the Contact Center Inside the staff room bliinky's game tips Competitions Site scan Back to TOP

Contact Centre Inundated by Requests for Virus Support Information August saw our Contact Centre inundated with support enquiries and requests for information, after the latest virus threat from Blaster Worm and SoBig was unleashed on unsuspecting Internet users. These viruses and countless others like them are often spread via email or a security hole in your Windows operating system. The best way to ensure your hardware and data are protected, is by regularly updating the operating system of your computer. The Contact Centre reported a significant increase in the number of calls received during August. Current figures indicate that an additional 30,000 enquiries were answered by our customer service consultants last month. Check out our Contact Centre statistics on the right.

Number of calls per month Here are some interesting stats from our Contact Centre Team: • Number of calls per month – Approx 80,000 • Average length of each call – 10 mins • Total number of operators – 140 • Calls answered by operator per day – Between 40 – 50 • Average emails answered by Contact Centre – Approx 1000 daily

 

	Internet Safety Gets Priority at St Hilda's iiNet's Managing Director Michael Malone accepted an invitation from St Hilda's Anglican School to participate in an Internet Safety information evening, held on campus for interested parents on Tuesday August 26. Mr Malone's presentation covered topics including: what can and can't be done using the Internet, the benefits and dangers of meeting people online and an introduction to the language of the 'net'. The evening provided the ideal opportunity to launch iiNet's new Internet safety information booklet 'Navigating the Internet: A guide for parents and children'. For more information on using the Internet safely and to view the online copy of the booklet, simply click here.   Victoria & NSW Get New Hardware In a bid to improve performance in Victoria and New South Wales, Network Services has completed network and server infrastructure deployments in the Melbourne and Sydney POP several months earlier than originally planned. The new hardware is expected to facilitate further expansion of our network and being Gig Ethernet ready will also allow for upgrades of the Gigabit Ethernet requirements should this become necessary at a later date. Network Services Manager Roger Yerramsetti said: "The new hardware has significantly improved the stability of our existing network and enhanced both the connectivity and uptime experienced by our customers." The hardware also runs independently, meaning it does not rely solely on the Perth network for operation and can be upgraded and modified depending on the individual requirements of each State.		Office Expansion Complete! 11 months after construction first commenced on level 6, it is with great pleasure (and relief) that we announce the completion of our renovations in the Contact Centre. Our new Contact Centre is almost double the size of our original customer service area, now boasting facilities suitable for housing more than 140 permanent customer service staff. "We are thrilled with the outcome of the renovations in the Contact Centre," said Customer Service General Manager Helen Campbell. "Our aim was to increase the level of comfort and functionality for staff, with a view to providing our customers with further enhanced levels of customer service and support." iiNet would like to thank all staff for their support during the construction period and in particular Office Manager Kylie Metropolis, for her amazing effort in keeping everything running smoothly during this turbulent time.   Kiss My WAMI 2003 iiNet are once again, proud sponsors of the 10th annual Kiss My WAMI Festival in 2003. iiNet member of staff George Nicholls was on hand at the Hyde Park Hotel industry dinner on September 4, to present the award for the Best Pop Local Original Music Website, won by www.perthbands.com," It was a fantastic evening and it's always really great to see so many local musicians coming together to celebrate the achievements of their peers," Nicholls said. "The music scene in WA has always been healthy and strong with some of the most talented bands in Australia, and this year is no exception. I am happy to have been able to present such a worthwhile award on behalf of iiNet". Congratulations to all the winners!		This month’s gaming advice goes to out to all the fans of Blizzard’s acclaimed real-time strategy game – Warcraft III HOT KEYS Remember to utilise the hot keys to your advantage – this will save you the problem of trying to point and click your mouse during emergencies – particularly battles. A full list of the hot keys can be found in your user manual. WATCH YOUR BATTLES It is important to always watch your battles. When you see a unit is about to die, double-click on that unit's portrait and command him to run away. This will enable him to survive and fight another day. MIX UP YOUR FORCES Where possible, mix up your forces so they are capable of attacking both air and ground units. That way if enemy air units attack you can respond. If you are planning on attacking a town, remember to have siege units included in your group. SCOUT THE AREA Send out a worker early on in your game to scout the surrounding area and seek out enemies and other towns. If possible, early on in the game you should send your scout out at night when your enemies may be asleep. SKILL POINTS Remember to always use your Hero's Skill Points when you receive them. Utilising these skill points are usually crucial to advancing in the game. Tip of the Month Always keep your Windows Operating System up-to-date. To view current information and download the latest version of your operating system software please click here.
	New iiNet website components As some of you may be aware, iiNet’s homepage is completely customisable. At www.iinet.net.au, you’ll find a wide range of components designed to make your website experience more enjoyable. You can adapt your iiNet homepage to bring you the latest in news, weather, sports and much more. In addition to our already extensive selection of inter-changeable features, we would like to announce the addition of three new components: Virus Alerts - contains links to details regarding the five top viruses that are currently on the Internet as well as the top four virus security advisories. This page also includes alerts and details of any new virus threat. Seek Job Search - Looking for a new job, then this component will be perfect for you. It enables you to do a quick job search by category or location and also offers a link to Australia’s leading job search network – SEEK. Motoring News - Contains a wide variety of up-to-date local and international motoring news provided by newsmotoring.com.au. To take advantage of this great iiNet feature, just visit our homepage at www.iinet.net.au, click on the ‘customise this page’ tab and follow the on-screen prompts. Please remember that in order to take advantage of this great facility, you must have your cookies enabled. Back to TOP
	bliink BIZ+ and bliink SOHO Product Updates iiNet recently announced the launch of two new bliink BIZ+ and bliink SOHO initiatives, with a view to improving and enhancing your existing customer service experience. From October 1st, we will be launching a dedicated support line created specifically for our bliink BIZ+ and bliink SOHO customers. Open from 8:30am to 5:30pm and manned by our specially trained business support team, this dedicated line will enable you to enjoy a quicker and more convenient support service. Customers will be notified via mail of their access code and the relevant phone number to call closer to the October launch date. In addition, we have increased the download quota on a number of our bliink BIZ+ and bliink SOHO products. You'll find the new download quotas outlined below. SOHO 256: $ 99.95 10G => 10G – (No increase) SOHO 512: $149.95 (Was) 15G => (Now) 20G – 5G Increase SOHO 1.5: $199.95 (Was) 20G => (Now) 30G – 10G Increase Biz+ 256: $199.00 (Was) 30G => (Now) 50G – 20G Increase Biz+ 512: $299.95 (Was) 45G => (Now) 75G – 30G Increase Biz+ 1.5: $399.95 (Was) 60G => (Now) 100G – 40G Increase We look forward to bringing you more exciting initiatives in the coming months so watch this space! For more information regarding our range of bliink business products click here.
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To enter iiNet's September competitions simply email: competitions@iinet.net.au and write the name of the movie you wish to win tickets to see in the subject line, and answer this question: Approximately how many calls did the iiNet Contact Centre take during August? For competition Terms and Conditions click: http://www.iinet.net.au/competition/comptandc.html Meet Roy (Nicolas Cage) and Frank (Sam Rockwell)... A couple of pros at the small time con. As in con artists...Matchstick Men. Roy, a veteran of the con and his young protégé are 'selling' bargain basement water filters to unsuspecting people who hope to win big prizes. However, Roy's private life is not going so well. For starters, he's an agoraphobe (and chain smoker) with no personal relationships. Barely hanging onto his wits, Roy is forced to seek the help of a psychoanalyst (Bruce Altman). Bruce's therapy begets more than he bargained for when he realizes that he actually has a 14 year old daughter Angela (Alison Lohman). Thanks to Warner Brothers, we are giving 50 lucky people the chance to walk away with a double pass each to see this captivating tale of life, love and lies. Thanks to our friends at Cinema Paradiso, we are giving ten lucky iiNet customers the chance to win double passes to see Travelling Light after September 11th. Set in Adelaide in 1971, Travelling Light tells the story of Leanne (Pia Miranda) and her sister, Bronwyn (Sacha Horler). A chance meeting with a charismatic American poet sees the sisters lives changed forever as they open their eyes to the world outside the small-minded suburbs in which they live. A gentle tale about finding yourself in the world, Travelling Light is a lovingly recreated snapshot of a not too distant era. Please note: Cinema Paradiso is located in Western Australia. How would you like the opportunity to watch a movie and listen to one of Australia's leading directors? Well, thanks to Luna Cinemas, we are giving away 5 double passes to see an exclusive preview of Gettin Square, the latest movie by Jonathan Teplitzky. Not only will you get to see the latest offering from one of the hottest talents around, but you can also participate in a special Q&A session with the director himself. Gettin Square tells the tale of ex-con Wattsy (Sam Worthington), fresh out of prison and determined to go straight. Wattsy soon finds, that like his friends Spit (David Wenham) and Dabba (Timothy Spall) going straight is a lot harder than it sounds. With the newly formed Criminal Investigation Commission and underworld boss Chicka Martin (Gary Sweet) breathing down their necks, Wattsy, Spit and Dabba will have to use all their street-smarts and rat cunning to stay one step ahead and finally become square-heads. Please note: Luna Palace is located in Western Australia. Back to TOP