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Online Community Manager
Online Community Manager

Optus mobile network outages – How to log your fault online

How to find out if there’s a mobile outage in my area?

If you’re experiencing issues with mobile reception, connecting to your mobile broadband service, 4G Home Internet or 5G Home Internet service, head to our network status page.

You’ll need to enter your post code or complete address. If we’ve identified an outage or reduced service in your area, you’ll see a red outage prompt.

How will Optus keep me updated about a known mobile issue?

We’ll provide you with regular updates via our network status page. If you prefer to receive to status updates via SMS or email, select “Keep me posted” and follow the prompts.

Receive status updates as we work to resolve the issueReceive status updates as we work to resolve the issue

Reporting Optus mobile reception issues

We’ve recently updated our network status page, which means you can now provide us with network feedback in real-time.

When to provide us with network feedback

How to report an Optus mobile network issue?

If you think the problem is related to an issue with our mobile network, you can provide us with network feedback. We’ll let you know if we come across an issue or if we’re performing work on any towers near you.

Follow the steps below to report an Optus mobile service issue:

  • Head to the Optus network status page
  • Highlight the Mobile and Wireless Internet tab
  • Enter your post code or complete service address
  • If an outage hasn’t been reported, a prompt will be displayed giving you the option to report network feedback
  • Select the type of issue (voice, data or messages), how often it occurs and provide any additional information you think we might need. You can choose to stay updated via SMS or email.

Can't find an issue? Provide us with network feedbackCan't find an issue? Provide us with network feedback

I haven’t received an update, or I’d like to speak with an expert

If you haven’t heard back from us, we may still be waiting on an update. To speak with an expert, send us a message via the My Optus app.

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24 Replies
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Online Community Manager
Online Community Manager

Re: Optus Network outages – How to log your fault online

Great info! Thanks @Dan_C

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New Contributor
New Contributor

Re: Optus Network outages – How to log your fault online

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.

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New Contributor
New Contributor

Re: Optus Network outages – How to log your fault online

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?

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Contributor
Contributor

Re: Optus Network outages – How to log your fault online

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...

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Re: Optus Network outages – How to log your fault online

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 Smiley Sad).  Can someone look into this and advise if it's just me or is there a significant problem with the fault reporting system. 

 

Note:

  1. other people have experienced this too;
  2. and I've tried both my username and my service number and neither work.
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Online Community Manager
Online Community Manager

Re: Optus Network outages – How to log your fault online

Hi Martin_R


Which site are you experiencing the issue with?


https://offer.optus.com.au/faultreport/individual 

or

https://offer.optus.com.au/fault-logging 


If you've only tried one of them, please try the other. Let us know how you go.

------------------------------------------------------------------------------------------------------------------ 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: Optus Network outages – How to log your fault online

Unfortunately, the problem is happening with both of the URLs you've listed. Smiley Sad

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Online Community Manager
Online Community Manager

Re: Optus Network outages – How to log your fault online

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?

------------------------------------------------------------------------------------------------------------------ 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
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Re: Optus Network outages – How to log your fault online




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.

Getting the same for Optus cable broadband, both with service number and user name. Looks like the either the data record in Optus is invalid (missing DOB or post code?) or the database is not accessible.
Meanwhile - no internet while I need to work from home.
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