Mobile Network outage update

On Tuesday 9th February, Telstra experienced an outage on our mobile network that impacted voice and data services for some of our wholesale customers.

We place the highest priority on the quality of our networks and we’re continually investing to ensure we give our customers the best and most reliable mobile network in the country. That is why we’re incredibly disappointed the outage occurred and deeply sorry for the inconvenience we caused.

What happened

Our mobile network is set up with a number of major connection points (what we call nodes) set up around the country, which our customers connect to. These nodes are the equipment that essentially manage the flow of voice and data traffic across our mobile network. The outage was triggered when one of these nodes experienced a technical fault and was taken offline to fix. This normally wouldn't impact services as we have processes in place to make sure any customers currently connected to a node are transferred to another node before it is taken offline. Unfortunately on this occasion the right procedures were not followed and this resulted in customers being disconnected and consequent heavy congestion on other nodes as customers attempted to reconnect to the network.

As soon as we identified what had occurred we worked to address the fault and take action to bring customers back online as quickly possible. In doing so we prioritised voice services, and when these were back online we started adding data services.

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Please contact your Wholesale account manager or service manager if you have any questions.

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