Incompatible Devices - Emergency Calling (000) Update - more info here.

OUTAGES

For our customers, the best way to receive up to date notifications on any non-major planned or unplanned outages is via our Exetel mobile app. We will also notify you by SMS and/or email for unplanned outages.

Our supplier nbn is currently experiencing a Significant local outage.

This outage has been caused by Ex-Tropical Cyclone Koji , which resulted in widespread power outages. Due to rainfall, there is a risk of flooding and road closures. These conditions are likely to delay network and service restoration activities. The recovery efforts will be coordinated by nbn with guidance from the power providers and Emergency Services. Technicians will be dispatched to sites only when it is safe to do so.

The majority of nbn services impacted are due to commercial power outages affecting nbn® network infrastructure.

As at 22:40 AEDT on 12/01/2026, 543 end users are currently unable to access the nbn® network, across the following technologies: Fibre to the Premises (FTTP), Fibre to the Node (FTTN) and Fixed Wireless.

Locations Impacted

Regional QLD - Brandon, Brandy Creek, Cannon Valley, Cannonvale, Conway, Conway Beach, Devereux Creek, Dows Creek, Gargett, Glen Isla, Greenmount, Hampden, Kinchant Dam, Kirwan, Lethebrook, Mandalay, Marian, Mirani, Mount Julian, Mount Marlow, Mount Martin, Preston, Proserpine, Riordanvale, Strathdickie, Sugarloaf, Wilson Beach and Woodwark.

Technicians have now been assigned to attend the relevant sites to continue troubleshooting. Assessments and equipment repairs will continue in areas where safe access is available.

An estimated time of restoration is not yet available.

The next update will be provided at around 23:00 AEDT on 13/01/2026 if there is no material change. If we become aware of a material change, we will provide an update as soon as practicable.

Our supplier nbn is currently experiencing a Significant local outage.

Severe weather and associated bushfires across Victoria are impacting commercial power supply, resulting in significant disruptions to the nbn® network. These conditions are likely to delay nbn network and service restoration activities. Restoration efforts will be coordinated by nbn with guidance from commercial power providers and Emergency Services. If required, technicians will be dispatched to affected sites only when it is safe to do so.

The majority of nbn services impacted are due to commercial power outages affecting nbn® network infrastructure.

As at 08:00 AEDT on 13/01/2026, 2650 end users are currently unable to access the nbn® network, across multiple technologies.

Locations Impacted

Regional VIC - Acheron, Alexandra, Axe Creek, Barkers Creek, Barfold, Buxton, Campbells Creek, Castlemaine, Devils River, Elphinstone, Eildon, Eppalock, Faraday, Fawcett, Harcourt, Harcourt North, Koriella, Maintongoon, Malmsbury, Marysville, Mckenzie Hill, Metcalfe, Mia Mia, Muckleford, Myrtle Creek, Redesdale, Rubicon, Sedgwick, Strathfieldsaye, Sutton Grange, Taggerty, Taylor Bay, Thornton, Whanregarwen and Yea.

Technicians have now been assigned to attend the relevant sites to continue troubleshooting. Access issues due to the bushfires in the area which continue to pose health, safety and environmental risks to field technicians. Assessments and equipment repairs will take place in areas when safe access is available.

Since the last update, a fixed wireless site in Mount Alexander is suspected to have been damaged by bushfires, which is impacting services in the Mount Alexander and Harcourt areas. When conditions are safe, on-site assessment will be required to determine the extent of the damage to nbn® infrastructure (including engineering inspection of cabling and hardware integrity) and safety checks will be completed to ensure the tower is secure before any necessary restoration work begins. At this stage, the fixed wireless towers in Harcourt North and Harcourt South which rely on the Mount Alexander site appear to be operational.

An estimated time of restoration is not yet available.

The next update will be provided at around 08:20 AEDT on 14/01/2026 if there is no material change. If we become aware of a material change, we will provide an update as soon as practicable.

Our 4G supplier, Telstra, is currently experiencing a significant local outage affecting services in BELLELLEN, BLACK RANGE, CALLAWADDA, CAMPBELLS BRIDGE, CONCONGELLA, DEEP LEAD, FYANS CREEK, GERMANIA, GLENORCHY, GREENS CREEK, HALLS GAP, ILLAWARRA, LAKE FYANS, LAKE LONSDALE, LEDCOURT, MOKEPILLY, MORRL MORRL, MOUNT DRYDEN, POMONAL, RIACHELLA, STAWELL, WAL WAL in VIC 3380, 3381, 3384, 3385, 3387.

The root cause is due to site failure.

Approximately 2791 services may be impacted. An estimated restoration time is not yet available.

We will provide regular updates as more information becomes available.

The next update will be provided on 16 Dec 2025 05:03 AEDT.

For further information on how we report major outages and significant local outages, please refer to our Outage Communications Procedure.

Wholesalers/Retail providers

For information on outages affecting the nbn®, Opticomm, or our mobile customers, please visit the links below:

Download the app to troubleshoot

Speed issues? Video buffering? Devices dropping off network? Download our Exetel app and diagnose the problem yourself with the Exray tool. It will not only identify the problem, but it will also offer up some potential fixes. Plus, you can track your active orders and make all your payments in the app as well. Nifty, huh?