Contact Energy customers rage over poor customer service after internet outage

  • 09/01/2024

Contact Energy has come under fire from its customers for poor customer service after an internet outage on Monday.   

Contact Energy confirmed to Newshub its broadband service was impacted by a network outage at around lunchtime on Monday.   

"Unfortunately, this disrupted our broadband service for customers in Auckland and Whangārei for about an hour," Bryan Middleton, Head of Customer Experience at Contact Energy, said.  

But Newshub received an email from a frustrated Contact Energy customer who said despite the company saying the issue was resolved, they're still without internet after "almost 24 hours now".   

The frustrated customer alleges they spent two hours on hold to Contact Energy and no one picked up and then at 5pm, the lines went to an automated message.   

"One of the worst displays of customer service and they still haven't fixed or acknowledged that it's not completely fixed," the customer told Newshub.   

The company put a message on its Facebook page on Monday saying the issue was resolved but the comments section is filled with people complaining of poor customer service and saying the issue isn't resolved.  

"Can't contact CONTACT, what a joke," one person commented on Contact Energy's Facebook post.  

Another said: "I've just spent 40mins trying to fix it and no luck, tried to call you guys and line is busy. would have been great to get a text msg about this." 

But others said the internet was back up and working.   

"Looks to be working again for us at least. 1.5hours of outage aren't great though," one person said. 

"It's back up and running for me now. You guys might want to check again too," another person commented.  

Middleton told Newshub Contact Energy worked hard to restore internet to customers as quickly as possible. 

"We apologise to any customers impacted by the issue. We experienced longer wait times for calls to our Customer Support services because of the outage," Middleton said.