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Service Status

If customers have payment difficulties as a result of COVID19, they should contact the Billing and Customer Service Team on 1300426667

Up to date information on your service status.
23 March 2020

We wish to advise our customers that significant network congestion issues are impacting telephone and internet traffic.

These problems are related to the increased network traffic due to the coronavirus impacts including the unprecedent increase in remote working activities and more general use of telephony networks including video conferencing as distinct from face to face meetings. We understand that your services may be currently being impacted by these network conditions.

All carriers are continually monitoring their network load and performance and are currently increasing network wide capacity to support the current requirements. We are in constant contact with our suppliers to ensure that any customer impacts are minimised.

DATA NETWORKS

UPDATE / 22/05/20 09:30AM AEST

Our Third party provider has advised regarding an Unplanned Outage impacting NBN/ADSL Speeds In VIC, QLD, WA, ACT

The third party carrier engineers are currently investigating to determine the root cause and to provide restoration.

Further updates will be provided to confirm the full scope and next restoration steps.

Update 1/ 12:15PM AEST

The fault has been identified in our upstream carrier's network and their engineering team is working on the resolution , network engineers are attempting to put in a workaround and bring up new links to alleviate the symptoms.

Issue still ongoing at this stage.

UPDATE 2/2:55PM AEST

Our Upstream network engineers workaround was successful , the newly commissioned link has proven to be stable and has relieved the primary congestion symptoms

Work is still being carried out to restore the original link , but speeds on end user connections will have returned to normal.

Any users with persistent issues are encouraged to reboot the CPE and advise the support team should that not restore the service.

Update 3 : 3:30PM AEST - Full restoration

The original link with the reported issue has been restored .

INTERNET

UPDATE / 22/05/20 09:30AM AEST

Our Third party provider has advised regarding an Unplanned Outage impacting NBN/ADSL Speeds In VIC, QLD, WA, ACT

The third party carrier engineers are currently investigating to determine the root cause and to provide restoration.

Further updates will be provided to confirm the full scope and next restoration steps.

UPDATE 2/2:55PM AEST

Our Upstream network engineers workaround was successful , the newly commissioned link has proven to be stable and has relieved the primary congestion symptoms

Work is still being carried out to restore the original link , but speeds on end user connections will have returned to normal.

Any users with persistent issues are encouraged to reboot the CPE and advise the support team should that not restore the service.

Update 3 : 3:30PM AEST - Full restoration

The original link with the reported issue has been restored .

VOICE- INBOUND

CLOUD

Currently no known incidents.

MOBILE

Currently no known incidents.