Friday 17th June 2011 4 Comments |
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Telecom says a difficult to trace software glitch was responsible for over-counting customers' broadband usage and it will compensate the nearly 40,000 people affected.
The error meant that since November, some landline broadband customers may have reached their data cap earlier in the month than they should have and would have been incorrectly charged or had their connection speed slowed.
Telecom was apologising to those customers.
The glitch affected about 7%, or nearly 40,000 of Telecom's more than 600,000 customers, Telecom spokeswoman Katherine Murphy said.
The problem was an abnormal software issue, a progressive fault that grew over time.
Less than 10 had reported it as a problem since November, which meant it took longer to diagnose, Murphy said.
It would take a few weeks to contact all the affected customers and calculate their compensation. It was too early to say how much it would cost, she said.
The software fault had been fixed. It did not affect mobile broadband.
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