If you’re experiencing issues with mobile reception or having difficulty accessing your broadband service, simply head to our Network Status Page.
If we’ve identified an unplanned outage, you’ll be prompted to log your fault. You’ll receive SMS updates as we work to resolve the outage. For any planned maintenance, check back on the Network Status page for further updates. See, "Navigating the Optus Outage Map" for more help
Please note, that you can only log a fault if we’ve identified a live outage in your area. For individual or isolated faults, please contact us on Live Chat and our agents will assist you from there.
If there’s any questions or concerns, feel free to leave us a comment below.
Solved! Solved: Go to Solution.
Hmm. The service number you’ve entered doesn’t match what we have in our system. Please check you have entered your Optus phone number correctly.
This doesn't work for mobile broadband.
Why on Earth would you want to log a fault when Optus already knows there's a fault with a tower?
I'd like to be able to log a fault online when Optus doesn't know there's a problem. How do I do that?
Good question, just spent quite some time trying to convince someone on chat that the good reception and 4G data speed I was previously enjoying for years has gone, and I did a walk around to have a look at the line of site mobile antennas I should be connecting to but my phone does not and see the building block is being demolished (112 Talavera Road Macquarie Park 2113 FYI). This site is showing green on the mobile outages page. The next nearest site is not line of site and signal has to pass through a "metal cage" and a few buildings, result=0.05Mbps speed test the past 2weeks back at work (previously was >100megabit/s).
According to chat, that site is fine but I think a few demolition tractors, building surrounded by demolition fencing etc would beg to differ about that site status...
There is a problem when trying to report a fault on line which I have always received:
Oops! We're unable to locate your details in our system. Please check you have correctly entered your number. If you're a new customer, it may take up to 48 hours after activation for your details to be updated.
I just tried a talking to a technician on the phone about this (after the guys on chat not being able to help) and he advised me that the server is down and try tomorrow. Unfortunately, for me the server is always down (and we've had several faults we've needed to log ). Can someone look into this and advise if it's just me or is there a significant problem with the fault reporting system.
Which site are you experiencing the issue with?
If you've only tried one of them, please try the other. Let us know how you go.
Hmm, I tested both URLS out then (Postpaid Mobile option) and it worked fine.
Can you try again? Trying a different browser? Clearing cookies, cache, temporary internet files, etc. Try via mobile?
Are you able to validate your service and get sent a unique code? At what point do you get that red error message?
What service(s) are you having a fault with?