I believe communication is key in these situations, especially during natural disasters (I recently experienced Cyclone Alfred here in Queensland, Australia). Acknowledging that there is an issue and that your team is working on it assures customers. It’s better to communicate while the issue is ongoing rather than keeping your customers in the dark. You’ll be surprised how quickly a customer’s attitude positively changes knowing that there’s a team working on a solution.

When customers complain about slow internet, I've found that education is often the best response. Many Australians overlook their home networks - outdated modems with poor Wi-Fi coverage can significantly impact performance, regardless of your plan speed. Customers also frequently confuse latency with speed, expecting that faster plans will make everything more responsive. Sometimes the issue lies with aging devices rather than the connection itself. Simple troubleshooting steps like modem placement, device updates, and understanding the difference between Wi-Fi and broadband problems can solve many slow internet complaints without escalation.

Stop throttling (AT&T, COMCAST,etc..) and give them what they are paying for. Starlink is starting to eat the legacy lunch and I can't wait until they lower the prices even more. I have a friend that uses Starlink in his (moving) RV and his kids watch HD video and play online games while he is driving and never complain.

ISPs need to move away from antiquated legacy DS3 copper circuits and invest in burring fiber optics in neighborhoods and metro areas, so ISPs can provide each customer their own fiber strand, so your not sharing the ISPs available BW, with your neighbors. AND, yes, challenge your current ISP, NOT to throttle back their BW throughput, at various times, like high BW usage. That’s my two cents from 20 years in the Telecom industry. Good luck.

Contact ISP, and find out if there's any outages in the area you can also request equipment upgrade, and or reboot your modem.