Telstra customers may be able to seek compensation for a glitch which affected their web use. Photo: Jessica Shapiro
Telstra may compensate internet customers affected by a widespread, week-long glitch that caused websites such as Instagram and Facebook to load slowly, time out or not load at all.
Customers began to complain about lack of access to their favourite websites on August 15.
"The situation is that customers who want to make a compensation claim can do so and will be assessed under our usual processes; we assess claims on a case by case basis," the telco said in a statement.
At least one customer affected by the issue reported on the broadband forum Whirlpool that they were able to get credit added to their account for the inconvenience caused.
But it's unclear whether other customers will also seek compensation. If they do, the telco could face a large compensation bill, as the issue was widespread across Telstra's mobile and fixed-line networks, which have millions of users.
A content distribution network made up of thousands of web servers, Akamai is paid by the companies and organisations behind large websites to serve content to end-users with high availability and high performance.
Social networks, numerous public service websites, companies such as Qantas and Fairfax Media, publisher of news websites smh.com.au and theage.com.au, all use Akamai.
Soon after users began complaining about the slowdown, Telstra acknowledged that an issue existed and that it was investigating. But it offered no interim solution or an estimated time when the problem would be resolved.
Last Friday – eight days after users first reported problems – the service appeared to return to normal for many Telstra customers.
"We have worked with our partner Akamai to improve the performance of affected websites. This includes changes to capacity and routing of internet traffic," Telstra said.
"We expect our customers should now be starting to experience normal response times when accessing these sites."
Although most customers' services returned to normal on Friday, Telstra said further improvements were made this week to fix any remaining issues.
It apologised for the inconvenience and for the delay in the restoration.
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