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

Incident

Date: 06/04/20

Time: 10:03 AEST

An upstream carrier has advised of network issues that may be impacting both their voice and data services.

Services restored at 10:40 AEST

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23 March 2020 2pm.

We are currently experiencing Intermittent issues on the Telstra ADSL, NBN and Fibre data networks nationwide. There is no ETA on resolution at this point.

INTERNET

23 March 2020 2pm.

We are currently experiencing Intermittent issues on the Telstra ADSL, NBN and Fibre data networks nationwide. There is no ETA on resolution at this point

15 January 2020.

A Mass Service disruption has been declared in Sydney & Surrounding Districts, Northern NSW, Northern QLD, QLD Peninsula & Gulf Country due to Extreme Weather Conditions.

The Mass Service Disruption will affect Metro and Regional areas, Australia wide, through to 5th April 2020.

Please continue to use the CCG Technical Support line 1300 42 66 67 and our staff will provide you with updates on your service requests and orders. Please refer to the following advice from Telstra.

https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption

For any questions about your service, the CSG exemption or to ask us to reconsider whether the circumstances are a proper basis for claiming the exemption, please call anytime on 1300426667. If our response doesn’t satisfy you, then you may wish to contact the Telecommunications Industry Ombudsman (TIO).

VOICE

Incident

Date: 06/04/20

Time: 10:03 AEST

An upstream carrier has advised of network issues that may be impacting both their voice and data services.

Services restored at 10:40 AEST

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23 March 2020 2pm.

IP Voice/SIP/ Hosted PBX/MS Teams

Please be advised that we are currently experiencing congestion on inbound calls. Our upstream carrier has confirmed an 80% increase for inbound calls over the last week, and as a result has encountered call switching failures. These call issues are nationwide and carrier wide.

These are due in short to the sharp increase in calls with people who are now working from home from the COVID-19 and the diverting of office phones to a mobile, and the calling to the COVID-19 hotline. This issue has been raised with the carrier with urgency, updates will be provided as they come to hand. No ETA at this time.

CommsChoice are also seeing an increase of incoming calls returning congestion signals into Telstra Call Collection Areas prior to reaching the CCG network. We have been able to isolate this congestion with our upstream partners and Voice Engineers are currently working with partners escalation teams. As a result, your IP Voice service(s) may be experiencing intermittent congestion during this period. We anticipate these services will be back to normal from 5pm 24 march. We apologise for any inconvenience this may cause.

15 January 2020.

A Mass Service disruption has been declared in Sydney & Surrounding Districts, Northern NSW, Northern QLD, QLD Peninsula & Gulf Country due to Extreme Weather Conditions.

The Mass Service Disruption will affect Metro and Regional areas, Australia wide, through to 5th April 2020.

Please continue to use the CCG Technical Support line 1300 42 66 67 and our staff will provide you with updates on your service requests and orders. Please refer to the following advice from Telstra.

https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption

CLOUD

Currently no known incidents.

MOBILE

23 March 2020 2pm.

4G Mobile

CommsChoice are seeing a range of issues effecting 4G mobile services including no data and poor call quality or services completely offline. We believe this may be related to the data network issues Nationwide. There is no ETA on resolution on this outage.