Australia’s 2nd largest telecommunications company is Optus, and at 4.05AM AEDT, its network suffered a “deep network fault” that caused mobile phone connectivity to be disrupted, mobile Internet to be disrupted, and 000 emergency calls via Optus-connected landline phones to be disrupted too. 12 hours after the initial outage, full connectivity is still not restored.

Here are the details:

  • Optus outage began at 4.05am AEDT. Optus now says via X that the services are finally being progressively restored, but we still don’t know the true cause of the problem.

The Optus media team sent me this response in answer to my query for an update:

“Please see an update on the Optus outage. We have no indication the outage is cyber related.

An Optus spokesperson said:

  • We reiterate our apology to customers for the nationwide service outage that has occurred this morning.
  • Some services across fixed and mobile are now gradually being restored.  
  • This may take a few hours for all services to recover and different services may restore at different sites over that time.
  • We are aware of some mobile phones having issues connecting to 000. If Optus customers need to call emergency services, we suggest trying to find an alternative device.

If you click the link above, you’ll see a series of messages, the most recent of which is:

My notes on the situation are:

  • Businesses can’t use EFTPOS card payment terminals and advising people bring cash – the move to a cashless society is being criticised
  • Public services such as trains and trams were taken offline, although some did manage to restore service quickly
  • Banks affected
  • Hospitals affected
  • Uber prices surging as Uber drivers connected via Optus can’t connect to the Uber system
  • Mobile and other businesses relying on card payments, SMS or other messages for orders have been widely affected, some have shut shop for the day
  • One woman’s cat woke her at 6.10am because the automatic wi-fi driven cat feeder wasn’t working, and the cat came to complain
  • All Optus resellers including Amaysim, Coles Mobile, Dodo etc – are all affected
  • Optus says it’s not a cyber attack, while I heard a report say Optus note it wasn’t a failure of their systems
  • Triple Zero calls CANNOT be made from Optus landline services, but they CAN be made from Optus mobiles because the mobile device will roam onto another network (if there’s one in the area) – Update – some 000 calls couldn’t be made via Optus mobile phones after all
  • The fragility of phone networks is exposed – critical for the lifeblood of today’s digitally connected society. Unprecedented… this is a time when this overused word is actually relevant.
  • Comms Minister Michelle Rowland calls for Optus to be transparent and timely
  • Minster says it is a “deep fault” within the network, wide ramifications, customers are being impacted by inability to make calls or use services
  • Minister says it is “too early” to give definitive details on refunds or compensation, but the TIO (telecommunications industry ombudsman) is advising to keep receipts for potential reimbursement
  • Minister is talking to Telstra, Vodafone, the regulator, her department to have a “whole of government” approach these kinds of issues in the future

Data from Finder:

  • More than 1 in 10 (14%) of Australians say they do not believe they are getting good value on their mobile phone plan, according to data from Finder’s Consumer Sentiment Tracker.
  • Despite this, just 19% have switched providers in the last 6 months.
  • Finder’s data shows 1 in 4 (27%) are with the Optus network for their mobile network, and 19% use them for broadband.
  • Millions of customers of smaller providers which use the Optus network were also left in the dark, including Aussie Broadband, dodo, Amaysim and Circles Life.
  • Australians spend $50 on average on their mobile phone plan per month – roughly $600 a year.
  • Just half of Aussie households (51%) have a landline phone – however only 20% of Aussies still regularly use their landline to make phone calls.

Finder’s tech expert Angus Kidman said:

Angus Kidman, tech expert at Finder:

  • “This could be a case of ‘two strikes and you’re out’ for Optus – customer loyalty is already on shaky ground following the data breach in 2022.
  • “Optus could be facing a customer exodus as the outage may be the final straw for some who have only just finished dealing with the leak.
  • “The fear of being stuck without mobile phone connectivity is very real, especially for those who rely on their phone for directions and work.  
  • “This is one of the hidden costs of everything moving online – a network outage literally stops people in their tracks.
  • “It’s an opportune time to make sure you are getting the best plan for your own circumstances considering factors like reliability and value for money.”