aaNet to raise ADSL1 plan prices

 

Funds extension of customer support service.

ISP aaNet has revealed it will "adjust" its ADSL1 broadband prices to fund an extension to the hours of its customer support line.

In a post to Whirlpool, chief executive John Lane said the ISP's customer base had "evolved to the point where basic levels of support are no longer suitable for the majority of our members.

"One of the secrets to aaNet's success in keeping costs low was that its rapid growth helped to fund its ongoing operations," Lane said.

"Now that the Internet market is maturing, that growth rate is slower and cannot sustain the same aggressively low pricing."

Lane said the move would result in extended telephone contact hours for the helpdesk, from 8am-11pm on weekdays and 9am to 9pm weekends.

Previously support was only offered during business hours.

Lane also moved to placate aaNet users by offering them "additional benefits" including an additional 2GB of peak data, the removal of password reset fees, and some SLAs on support response times.

But he admitted the price changes "may not be popular with some of our users".

"We are confident that the majority of our members will welcome our improved customer service standards," he said.

"However should these changes adversely affect you and you are currently contracted to aaNet, we will also waive any early termination fees for the next 42 days."


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