Latest updates for customers in severe weather impacted areas
Last updated - 11/06/2021
Support for customers impacted by severe weather events.
As a result of severe weather and related power outages, some Optus customers may experience disruptions to their mobile call, text and data services or need additional support from Optus.
Optus recognises everyone's situation is different, so we will tailor the support the customer needs based on their individual circumstances and services. We encourage any impacted customers to reach out directly via messaging on the My Optus app or on 1800 507 581.
This includes customers impacted by the floods within NSW, Cyclone within WA and severe winds in VIC.
There are no widespread network site outages or delivery delays at this stage, however. we encourage customers to check network outages here.
Where there is a mobile service outage during an emergency, Optus recommends television, radio, the internet and emergency services as vital sources of information.
Key information for customers in impacted regions in VIC
- As a result of continued power outages resulting from severe weather across Victoria, some Optus customers in communities around the Bass Coast, Upper Goulburn Valley and Mt Macedon may be affected by mobile call, text and data service outages.
-- We know that customers are inconvenienced by this outage, so restoration of service and connectivity is a priority for Optus, and we are working with energy providers regarding restoration.
- While mobile towers have back-up battery power, extended power outages affect network infrastructure. To address this, we are identifying opportunities to deploy generators where towers are accessible.
Last updated - 24/03/2021
Impacted mobile sites
As a result of severe weather patterns and flooding across parts of NSW, some Optus customers may experience disruptions to their mobile call, text and data services.
Optus' network operations team are monitoring our networks to ensure continuity of services and connectivity for customers, with sites in the following locations currently impacted:
Mount Cairncross Erskineville Vaucluse Freemans Reach Port Macquarie Hastings River Drive Overnight, there has been recovery for most sites on the Mid-North Coast, including recovery of sites at Beechwood and others. We will continue to work with authorities to access and restore impacted sites. Optus stores in Kempsey will remain closed for the safety of employees and customers. While other Optus stores will trade as normal, they may close if localised conditions worsen in flood affected areas. Optus is providing localised support at evacuation centres in Port Macquarie, Laurieton, Taree and Kempsey including complementary mobile devices and pre-paid recharge vouchers. We can confirm coverage is available across all 19 NSW evacuation centres.
Where there is a mobile service outage during an emergency, Optus recommends television, radio, the internet and emergency services as vital sources of information in such situations. Customers experiencing hardship or requiring additional support can contact us via messaging on the My Optus app or on 1800 507 581.