Last night’s widespread outage of iinet, Australia’s second-largest Internet Service Provider, was bad enough. For hours, many of iinet’s customers had little or no access to the assorted services that they were paying for due to a cooling failure at an iinet data-centre, during record-breaking heat.

Bad enough, but iinet’s communications people actually managed to make things even worse than that, failing to communicate clearly, just when the company and its customers needed it most.

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