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Online Community Manager
Online Community Manager

Australian Bushfires Updates – Impacted Optus Towers

Update as of the 23/01/2020 9:00AM*

As a result of the bushfires and extreme weather conditions and power outages across Victoria , NSW and WA; some Optus customers including residents and businesses may be experiencing disruptions to their mobile call, text and data services in the following areas:

Impacted Mobile sites in VIC:

  • Genoa is back up on a generator
  • Corroyong* (tower damaged)
  • Corroyong town (tower damaged)

 

Sat Cats or Small Cells deployed in VIC: 

  • La Trobe Valley Hospital in Victoria 
  • Corryong 
  • Corroyong Town 

Impacted Mobile sites in NSW (South Coast): 

  • Denhams Beach (tower damaged, cell to be deployed to provide localised coverage)
  • East Lynne (tower damaged, cell to be deployed to provide localised coverage)
  • Long Beach (partial coverage)
  • Malua Bay (tower damaged, cell deployed to provide localised coverage)
  • Moruya North (partial coverage)
  • Moruya Wandera (tower damaged)

Impacted Mobile sites in NSW (Alpine Region): 

  • Tumbarumba (tower damaged, cell deployed to provide localised coverage)

Impacted Mobile sites in NSW (Blue Mountains/Central Tablelands):

  • Watertrough Hill

The following NSW sites will require a re-build and will not be immediately recoverable:

  • Tumbarumba*
  • Malua Bay*
  • East Lynne* (Sat Cat to be deployed to provide localised coverage)
  • Denhams Beach (Sat Cat to be deployed to provide localised coverage)
  • Moruya Wandera
  • Water Troff Hill

Sat Cats  or Small Cells deployed in NSW:

  • Malua Bay
  • Tumbarumba

Note: All evacuation centres in NSW have mobile coverage

Impacted Mobile sites in SA:

  • Vivonee Bay

Impacted Mobile sites in WA

  • Two Rocks (tower damaged, cell to be deployed to provide localised coverage)

Optus’ network operations team are working closely with the relevant emergency services to access mobile sites to restore services as a priority when we get advice that it is safe to do so.

Generators are stationed throughout NSW and Victoria, ready for deployment when get advice to do so.

General Info 

Optus retail stores in Victoria & NSW are scheduled to continue normal trading hours. Where possible, Optus is working directly with evacuation centres to provide needed support, including recharging stations and prepaid phones. 

In an emergency, customers should still dial 000 – or for deaf/speech or hearing-impaired dial 106 – any available telecommunications network will still be able carry the call, however where there are power outages other carrier’s networks may not be available.

In the instance where there is no overlapping mobile coverage Optus recommends television, radio, the internet and emergency services as vital sources of information in emergency situations.

How are we supporting impacted Optus customers and our firefighters?

Optus has established a special customer contact line for customers affected by the bushfires, customers can phone our dedicated hotline: 1300 301 671 (24/7). This is a dedicated number only for those impacted by the bushfires; customers seeking assistance for other matters can ring the Optus Customer Care line on 133 937.

Optus has activated its financial assistance policy for customers affected by the bushfires, which may include:

• Free call diversions from an Optus fixed home phone to any mobile or fixed number
• Extended timeframes for bill payments
• Bill waivers in instances of extreme financial hardship
• Free suspension, relocation or cancellation of an Optus fixed service; and
• Free prepaid recharges for eligible impacted customers

In addition, given the spike in internet usage, Optus has also provided unmetered access to a range of emergency services websites for customers in bushfire affected areas to ensure customers can access the information they need, without exceeding their plan data caps.

You can read more info about our support initiatives here.

We’ll continue to update this page as more information comes through.

3 Replies
Online Community Manager
Online Community Manager

Re: VIC and NSW Bushfire Updates – Impacted Optus Towers

We'll be providing un-metered access to a range of emergency services websites for customers in bushfire affected areas. This will ensure all customers have access to vital information regardless of any data caps (if applicable). 

 

Rural or country fire service (or emergency monitoring) websites in each state and territory:

 

 

Federal Government weather monitoring, assistance and information portals:

 

 

The Red Cross:

 

 

The emergency alerts section of the ABC’s website:

 

 

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Online Community Manager
Online Community Manager

Re: VIC and NSW Bushfire Updates – Impacted Optus Towers

Fantastic news! To further support those working painstakingly during the Australian bushfire crisis Optus will:

Extend mobile bill waivers, initially offered to Volunteer Firefighters, to SES volunteers for December 2019 and January 2020

 To find out more about the support we're offering, please visit → https://www.optus.com.au/about/media-centre/bushfire-support.

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Online Community Manager
Online Community Manager

Re: VIC and NSW Bushfire Updates – Impacted Optus Towers

Optus announces new Green Shoots grants program

Optus has activated its financial assistance policy for customers affected by the bushfires, which may include:

• Free call diversions from an Optus fixed home phone to any mobile or fixed number
• Extended timeframes for bill payments
• Bill waivers in instances of extreme financial hardship
• Free suspension, relocation or cancellation of an Optus fixed service; and
• Free prepaid recharges for eligible impacted customers

In addition, given the spike in internet usage, Optus has also provided unmetered access to a range of emergency services websites for customers in bushfire affected areas to ensure customers can access the information they need, without exceeding their plan data caps.

If you have any questions, please comment below 🙂

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