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Online Community Manager
Online Community Manager

Australian Bushfires Updates – Impacted Optus Towers

Update as of the 18/03/2020 4:00PM*

Some Optus towers sustained damage or were destroyed due to the recent bushfires. As a result, there may be some Optus customers including residents and businesses who may be experiencing disruptions to their mobile call, text and data services in the following areas:

Impacted Mobile sites:
Corryong, VIC
Denhams Beach, NSW
East Lynne, NSW
Malua Bay, NSW
Moruya Wandera, NSW
Watertrough Hill, NSW
Tumbaraumba, NSW
Two Rocks, NSW

Optus has prioritised repairs and rebuild of these sites, with connectivity across these locations expected to normalise by the end of March.


General Info
Optus retail stores in Victoria and 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?
Customers seeking assistance can ring the Optus Customer Care line on 133937.

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 time frames 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 un-metered 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.

15 Replies
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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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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
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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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Re: Australian Bushfires Updates – Impacted Optus Towers

Do you have any indication as to when the various towers will be up and running?

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Re: Australian Bushfires Updates – Impacted Optus Towers

Hi Nbombers73,


It's likely a different timeframe depending on which one, are you interested in any specific tower(s)?


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I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

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Re: Australian Bushfires Updates – Impacted Optus Towers

Hi I'm in Malua Bay NSW and would like to know how long until the service is restored to full?

 

The temporary portable cell trailer is fine for calls but it is really poor for data services.

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Re: Australian Bushfires Updates – Impacted Optus Towers

I'm in Tumbarumba so keen to find out when the tower will be back online our coverage is patchy and sporadic at the moment

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Re: Australian Bushfires Updates – Impacted Optus Towers

Hi @Ray_YC I'm in Tumbarumba it would be great to know an approximate date
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Re: Australian Bushfires Updates – Impacted Optus Towers

Hi there,


The team has advised:  

Optus has prioritised repairs and rebuild of these sites, with connectivity across these locations expected to normalise by the end of March.


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy