I am a a bigpond customer who has had problems with this "free" service from day 1.
So much so that I took them to the Ombudsman before I was given any help.
No matter what the problem, they give the same auto email reply, (which funnily enough can be seen in an earlier response).
According to them it's always the customers fault. "You must have changed your settings etc", yes, like I have nothing better to do than change things on my computer, so that a service doesn't work, so that I can waste my time complaining about it.

All this and it still NEVER works properly for any length of time.