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Telecommunications provider Optus is taking a unique approach to winning back customer trust after suffering a data breach and one of the worst power outages in the country’s history: It’s allowing anyone to try its mobile network for free for a week.
Due to last year’s Large-scale power outages, The incident affected 10 million customers. CEO Kelly Bayer Rosmarin and other executives subsequently resigned. The telecom company is now offering no-commitment trials in the hope of winning over customers after a week of testing its network.
The telco’s general manager of customer success, Maurice McCarthy, said the trial represented an open challenge to customers to compare Optus with their current provider.
Optus’ national network went down in November.Credit: Chris Hopkins
“We’ve really been rebuilding the trust of our customer base,” McCarthy said. “We’re disappointed with the outages that occurred and we’re very upset about the cyber attack on Optus, but we’ve been working very hard. We’ve invested almost $1 billion in the network and we’re very proud to have Australia’s fastest 5G again.
“We want to show this to people without the commitment or the catch.”
The trial, which launched on Monday, is available through the My Optus app on any device that supports eSIM, which is most smartphones released in the past few years. An eSIM is a digital version of the physical SIM card you put in your phone. Customers can keep their current number and current provider and switch between services using the app.
During the trial, customers can use 30GB of data, unlimited standard domestic calls and 1,000 standard domestic text messages over a seven-day period. The company does not ask customers to provide any payment details.
McCarthy said it was the first time an Australian telecommunications company had offered a free trial and it was also likely to be a first in the world.
“It’s obviously unusual to buy a product without having to enter your credit card details, to try it without being asked. Usually when you try any kind of subscription, whether it’s music streaming or media, there’s always some kind of commitment,” he said.
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