When we’ll get in touch about mobile outages
If we know there’s a major outage (one that affects more than 100,000 customers on the Telstra Wholesale Network), we’ll:
let affected customers know
put a banner at the top of our website
add a post to the Belong Facebook page
play an outage message before calls to our contact centre
add a message before each live chat
We’ll provide regular updates on the outage:
at least every 6 hours for the first 24 hours
every 24 hours after that, and
when the issue’s resolved.
You can get in touch with us about an outage on the number at the bottom of this page, but our teams are likely to be busier during these times.
Non-major outages and natural disasters
If an outage affects fewer than 100,000 customers, we won't always communicate it directly.
Generally, we won't get in touch if an outage is caused by a natural disaster. In these scenarios, government and essential service agencies will be able to provide the most up-to-date information and localised assistance. You can still use the Telstra mobile outage page to see if there’s an outage in your area.