Network outages

When we’ll get in touch about outages

If our carriers notify us of a major or significant local outage, we’ll let impacted account holders know via email and pass on updates:

• When there is a material change to the outage.

• At least every 6 hours for the first 24 hours.

• Every 24 hours after that.

• When the issue’s resolved.

Where possible, these updates will include:

• The cause (or likely cause) of the outage.

• The geographic areas impacted (or likely to be impacted) by the outage.

• The type of outage (mobile, SMS, internet, data).

• The estimated timeframes for updates in relation to the outage.

• The estimated timeframe for restoration.

What’s a major or significant local outage?

A major outage means any unplanned adverse impact to a telecommunications network used to supply carriage services to end-users that:

• results in an end-user being unable to establish and maintain a carriage service; and

• affects, or is likely to affect:

  • 100,000 or more services in operation; or

  • all carriage services supplied using the telecommunications network in a State or Territory; and

• is expected to be, or is, of a duration longer than 60 minutes.
  

A significant local outage means any unplanned adverse impact to a telecommunications network used to supply relevant carriage services to end-users, that: 

• results in an end-user being unable to establish and maintain a relevant carriage service;

• affects, or is likely to affect:

  • 1,000 or more services in operation in regional Australia for longer than 6 hours; or

  • 250 or more services in operation in remote Australia for longer than 3 hours; and

• is not a major outage. 

Other outages and natural disasters

Didn’t get an email? Check the Telstra mobile outage page and NBNCo outage page to see if there’s an outage in your area.

Generally, we won't get in touch if an outage is caused by a natural disaster. In these scenarios, government and essential service agencies will be able to provide the most up-to-date information and localised assistance.