As you may have seen from our Twitter updates, due to an earlier internal systems issue, some online services have been unavailable but BigPond email has been restored for the majority of customers and other services are being progressively restored now.
I’d like to apologise to customers who may have been impacted by this issue as we understand the inconvenience it has been causing.
However, protecting our customers’ privacy has been a priority. That’s why as a precaution we disabled our BigPond email, Online Billing, BigPond Self Care and My Account functions and the team has been working around the clock to restore these services.
We will also be resetting the passwords of around 60,000 customers whose password or user ID may have been inadvertently displayed. We are expecting the actual number of customers whose user id and/or password details were displayed to be significantly less than this.
Customers who cannot log into their BigPond accounts or need passwords reset, should contact us on 133 933 anytime. We will also be proactively contacting impacted customers; however it will take some time. We will also keep our Twitter customers updated here twitter.com/telstra and we’ll post more here as information comes to hand.
Again my sincere apologies to all customers that have been impacted. Rest assured, a full investigation is underway so we can put in place measures to stop this happening again.
Regards,
Peter Jamieson
http://exchange.telstra.com.au/2011/12/10/public-announcement/
