If there’s ever a disruption to our services, we’ll always try to resolve it as quickly as possible for you. However, sometimes we might experience a mass service disruption, such as during a flood, bushfire or other extreme weather conditions and therefore fixing it can take longer than expected. During mass service disruptions there might be delays to installation and repair activities and telephone services may also go down.
To keep you informed, we’ve written this blog to explain what you should do in the event of a mass service disruption.
How do I stay connected during a Network Disruption in my area?
There are several things you can do to ensure you continue to receive calls or have access to the internet during any downtime.
Add, Change or Remove call diversions from your fixed service yourself, check out this steps here.
Request Optus to Add, Change or Remove call diversions from your fixed service to your mobile before any disruption of your service, for more info click here.
How do I check for outages and mass service disruptions?
You can visit our service & network status page to check for any known outages or service disruptions to our Mobile, Broadband and Fixed Phone networks in your local area.
Just enter your city/suburb name to stay up-to-date on any planned repairs, maintenance or outages in your area.
Mass service disruptions
If an area/region has been officially declared as part of a mass service disruption, it will be published on this page on the Optus website and in major newspapers.
More information on mass service disruptions and the Customer Service Guarantee (CSG) can be found here.
What is a Mass Service Disruption?
A Mass Service Disruption can be declared when normal operations for our standard fixed services are significantly disrupted by circumstances beyond our control. When a Mass Service Disruption exemption is declared, performance standards as required under the Customer Service Guarantee (CSG) Standard will not apply.
Exemption from the CSG performance standards is fully explained in Part 3 of the CSG Standard. Please refer to the ACMA website if you would like to view the CSG Standard and related information.
Why does a Mass Service Disruption occur?
There are a number of reasons why these delays can occur:
Natural disasters or extreme weather conditions defined under the CSG Standard such as large hail, heavy rainfall, flash flooding, hazardous winds, lightning, blizzards, tornadoes, large waves and storm tides;
There may be a need to restore infrastructure for basic services such as water and power first;
Local network infrastructure that requires repair may not be accessible due to hazardous conditions or access has been restricted by emergency services or other government agencies; or
Technical staff or equipment may need to be sent to an area affected by circumstances beyond our control.
The size and location of a mass disruption will directly impact the time taken to fix services.
What should I expect from Optus during a mass service disruption?
Optus will always work to resolve any service disruptions as quickly as possible. However, during times of mass disruption like floods, bushfires and other extreme conditions it can sometimes take longer than expected.
There are a number reasons why these delays can occur:
The safety of the general public and that of our technicians are always our primary concern
Both the size and the location of a mass service disruption directly impact the time taken to rectify services
Local network infrastructure that requires repair may not be accessible due to hazardous conditions or as access has been restricted by emergency services or other government agencies.
There may be a need for other utilities to restore services such as mains power, first.
We may need to restore the 'backbone' of the region's network before we can work in a local area. As local mobile base stations, exchanges and other network facilities require connecting or supporting infrastructure to be up and running before more localised facilities can resume normal operations.