When your phone service plays up or your Internet connection is broken, you want help fast, Telstra has just started offering 24-hour support options online via Twitter and Facebook, but what other choices are available from Australia's main providers? Planhacker rounds up what's on offer for individual customers.
Picture by Adria Richards
This list is definitely inspired by the list of phone company social media contacts which Danny put together over at Gizmodo. We've expanded on his work by adding more companies, by listing links to phone and email contacts as well as Twitter and Facebook, and noting the available hours for each where appropriate. We've also included links to the relevant Whirlpool forums; many of these have official company reps monitoring them, and even the ones that don't are an excellent source of advice.
Phone numbers often vary depending on whether you're calling about landline, mobile or Internet issues, but in practice often end up in the same call centre regardless. Large phone company support often runs 24/7, but the same isn't true across ISPs. That said, ISPs are much more likely to offer an estimated call waiting time on their site. We haven't specified hours where the site doesn't. We haven't listed Twitter or Facebook accounts that don't handle support issues.
As I've pointed out before, just because a company offers non-phone support options doesn't necessarily mean that your problems can be resolved using that mechanism. For more complex options, you'll almost inevitably end up either hanging on the phone or waiting for a callback (I've got an issue with Telstra that's six days old with no signs of resolution pending).
Times in the list below are Australian Eastern Standard (sorry SA, NT and WA, but that's where the population mostly is and that's largely how the hours are set).
Phone: 1300 555 002
Phone: 13 22 99 Twitter (Mon-Fri 9am-5pm)
Additions and suggestions for this list? Tell us in the comments.
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