Outages fall under two broad categories, unplanned and planned. Below, we’ll explain the two types of outages. You can use our coverage/outage mapor check My Optus app for Network Outageupdates to find out the type of outage that’s impacting your service.
Note:If you’re unable to find an outage listed against your address, the fault could be isolated toyour service address. You can access tools andtrouble shootingguides to try and resolve these issuesvia the My Optus app.
These occur suddenly and without warning. Unplanned outages can vary in their severity and complexity. They can include but are not limited to:
Power outages resulting in the loss of power supply to Optus Network infrastructure
Adverse weather such as severe storms which have damaged our infrastructure
Accidents which occur during civil maintenance or constructions work i.e. severed underground cabling
We’ll do our best to restore service to affected areas as soon reasonably possible. We may prioritise restorative work to areas which have seen the widest impact.
In certain scenarios, we may need to work in tandem with a third party such an electricity company to restore service. If you’ve found a live planned outage in your area, we suggest logging your fault online.
What if there’s a delay resolving the fault?
If we’ve identified an MSD or we’ve advised the action taken to resolve your fault has been delayed, you may be eligible for an Optus Internet Assistance Kit.
Note: Internet assistance kits are only provided to you if there’s outage on our DSL, NBN or Cable network.
These are scheduled in advance. Unplanned outages include maintenance or upgrades to our network infrastructure. You may have received an SMS or email notification to advise of the scheduled outage.
How long can I expect to be without service?
We’ll always try our hardest to minimise the impact to customers during planned outages. The planned outage notification will include a time-frame for when you can expect works to be completed in your area.
Planned outages are usually intermittent, with minimal downtime. Interruptions to your service usually occur when our technicians are on site completing works.