Optus outage: Network being restored

Dylan Crismale - Digital Content Editor

Last updated 08 November 2023

Optus CEO Kelly Bayer Rosmarin has confirmed to 2GB radio that its mobile and internet services are slowly making their way back online.

She said told the station "We have a path to restoring the whole network, we're bringing it up progressively and we'll be working through getting it up everywhere as soon as we can."

Optus still hasn't pinpointed the origin of the network outage. The nationwide outage started at 4am today and is affecting both the telco's internet and mobile services including those used in hospitals, businesses and public transport networks.

In a post on X (formerly known as Twitter) at 6:47am today the Optus Help account said "We're aware of an issue impacting Optus mobile and nbn services and are working to restore services as quickly as possible. We understand connectivity is important and apologise for any inconvenience caused."

"We're aware of an issue impacting Optus mobile and NBN services and are working to restore services as quickly as possible. We understand connectivity is important and apologise for any inconvenience caused."

Contacting emergency services

If you experience an emergency while your Optus phone service is down you can still make a call to Triple Zero "000" using your mobile line.

Optus has confirmed that Triple Zero calls will not work from an Optus fixed-line telephone.

Emergency response agencies are advising the public to only call Triple Zero for genuine emergencies, not for updates on the status of the Optus outage.

Customers from other telcos that utilise the Optus network also reported that they were experiencing outages. Including those from amaysim, Aussie Broadband, Moose Mobile, Coles Mobile, SpinTel, Southern Phone, Dodo and gomo.

Optus still investigating the reason for the outage

A message on the Optus network status page reads "Our engineers are currently investigating a network fault that is impacting Optus Mobile & Fixed customers, we apologise for any inconvenience caused".

Bayer Rosmarin told ABC Radio 702 this morning "Optus has tried a number of parts of restoration so far. We have not had the results we have hoped for, and we’re pursuing every avenue to get everybody back online as soon as possible. When we have an identified root cause and a time for restoration we will be updating everybody as soon as we can.”

The Australian Government is urging for a swift resolution. Communications Minister Michelle Rowland posted on X "Connectivity is essential for Australian consumers & businesses. The impacts of this outage are concerning and has left many Australians feeling anxious."

"The Government has sought further information from Optus about this development and when they expect services will be restored."

Complaints and compensation

Until the issue is resolved it's unlikely Optus will announce any compensation for residential and business customers being affected by the outage.

Bayer Rosmarin has said Optus will look at compensation as an option once services are fully restored.

The Telecommunications Industry Ombudsman is advising unhappy Optus customers to make a complaint on its website. The TIO says it can "help you with refunds for the time you have been unable to use your service, compensation claims and disputes about your contract".

In the meantime if you’re looking for a new mobile plan provider, here’s a look at some of the cheapest plans on the Telstra network:

#1	Everyday Mobile	Everyday Mobile Pre-paid Mobile $25 Recharge 22GB data at download speeds up to 100Mbps Uses part of the Telstra 4G Mobile Network Deal: Get 10% off an eligible Woolworths shop in store every month when you link your Everyday Rewards card. T&Cs apply $25.00 Per 30 Day Renewal Link not supplied	$25.00 Per 30 Day Renewal	Link not supplied
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Or, see some of the cheapest plans on the Vodafone network:

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#2	TPG Editor's Pick	TPG Editor's Pick 30GB Small Plan 30GB data at download speeds up to 150Mbps Vodafone 5G Network in selected areas with 5G devices Deal: 50% off - $15/mth for first 6 months, then $30/mth ongoing. Available until withdrawn. T&Cs apply. $15.00 Per 1 Month Renewal Link not supplied	$15.00 Per 1 Month Renewal	Link not supplied
#3	Kogan Mobile	Kogan Mobile Small Monthly Plan 25GB data On the Vodafone 4G Mobile Network $23.00 Per 30 Day Renewal Go to Site	$23.00 Per 30 Day Renewal	Go to Site
#4	Lebara Mobile	Lebara Mobile $25 SIM Plan 25GB data at download speeds up to 150Mbps Vodafone 5G Network in selected areas with 5G devices Deal: Get the $25 SIM for $9 online until 05.10.26. T&Cs apply $25.00 Per 28 Day Renewal Link not supplied	$25.00 Per 28 Day Renewal	Link not supplied
#5	Kogan Mobile	Kogan Mobile Medium Monthly Plan 60GB data On the Vodafone 4G Mobile Network Deal: Get 60GB for $12 (includes $13 off for first month + 20GB bonus data for 3 months), then 40GB for $25 thereafter, valid until 04.10.26 $29.00 Per 30 Day Renewal Go to Site	$29.00 Per 30 Day Renewal	Go to Site
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NBN running normally overall

NBN Co has released a statement regarding the Optus outage, pointing out that the issue is isolated.

"At the wholesale level the NBN network is performing normally and as we would expect. However, Optus NBN customers may be experiencing difficulties with connecting to the NBN as a result of the Optus outage."

We'll keep updating this story as it unfolds.

Dylan Crismale

Digital Content Editor

Dylan Crismale is a Digital Content Editor at WhistleOut, has been writing for almost a decade across a variety of Australian publications. He previously worked as a writer at Finder covering energy, internet and mobile plans. Dylan is passionate about finding the best deals to save people money and educating people about tech. When he's not sat at his desk Dylan loves working out, bingeing TV and hanging out with friends.

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