- Telstra network outage affected up to 800,000
- It frustrated customers with 3G, 4G mobile networks across Australia
- Telstra has confirmed the issue, blames "human error"
- All services are now restored
SOMEONE in Australia's most powerful telecommunications provider will no doubt be laying low for a few days after 800,000 customers lost phone and internet access due to an "embarrasing human error".
That's how the failure that lasted much of Tuesday afternoon was characterised by Telstra's chief operations officer Kate McKenzie.
Now we learn that on Sunday, all Telstra customers will be given a free day of mobile data. In a statement, Ms McKenzie said while the outage was "short in duration", there was an impact. "Which is why we are offering all of our customers a day of free mobile data this Sunday. "Customers don't need to do anything to receive the free data, it will happen automatically for all of our mobile customers." Ms McKenzie said a "node malfunction" would not have been an issue "but because of human error, this outage was caused".
"Ten nodes across the company enable us to be able to manage traffic and connections for voice and data around the whole country.
"Normally we could take down three or four of those nodes but on this occasion the correct procedure was not followed."
The outage had consequences beyond those wanting to contact their families or access social media.
In Western Australia it meant people threatened by bushfires could not receive emergency SMS notices.
The telephone warning system was used in its place, according to West Australian fire services.
We've identified the issue and services are being restored progressively. Thank you for your patience. Sorry for any inconvenience caused.— Telstra (@Telstra) February 9, 2016
TELSTRA: Outages remain but services are on the mend
TELSTRA has announced that it has narrowed down the problem with its network, which left 800,000 customers without telephone and internet for a chunk of Tuesday afternoon.
On Twitter the telco wrote:
We've identified the issue and services are being restored progressively. Thank you for your patience. Sorry for any inconvenience caused."
However the service status on the Telstra website still warns there is a "current interruption" to 4G and 3G services, that will cause users to "experience difficulties making or receiving voice calls or using data services in this area".
The network went down around lunchtime today.
EARLIER: Telstra customers furious as network goes down
IF YOU own a Telstra mobile phone, you won't be able to call anyone right now.
Reports are coming in about a mobile outage that is spread across the country.
It is understood that 800,000 services are affected by the outage.
Mobile data, 2G, 3G and 4G reception is down for some users.
Emergency services have confirmed that dialling 000 should still work even if you do not have reception.
You can still call 000 provided another carrier has sufficient network coverage in the area you're calling from.— Queensland Ambulance (@QldAmbulance) February 9, 2016
Telstra has confirmed on its official Facebook page that it is investigating the cause.
"No estimated restoration date at present but we are working to resolve the issue ASAP," Telstra wrote to one user on Facebook.
"We have seen a few reports of issues at present with our mobile network and are currently investigating further," it wrote to another customer.
We’re aware of an issue affecting mobile voice and data nationally. We’re working to resolve the issue ASAP. Thanks for your patience.— Telstra News (@Telstra_news) February 9, 2016
Customers in Rockhampton, Ipswich, Tweed Heads, Coolangatta, Gatton in Queensland, Adelaide, Orange in New South Wales, Hobart have reported not being able to use their mobile phones.
Higgins Storm Chasers posted about the outage a short time ago, saying they have had reports from followers from QLD, NSW, SA, NT, WA and Victoria.
WHAT READERS ARE TELLING US:
Skye Lee Kirkwood
My telstra phone is working fine and my telstra internet is faster then normal
Strange mine is working but my neighbours isn't.
I was speaking to my daughter in Brisbane and she lost her phone connection. Still not right. But her husbands is fine.
Kandi Maree Kelly
Lost it for about 10 minutes mt chalmers
I changed my network over to 4G and have service now. Was not working on 3G.
My wireless internet keeps dropping out. Think goodness I thought it was my device.
Katie Breingan None at lammermoor
Damo Jessica Clinton