Telstra issues ‘sorry’ letter to customers following outage which left 25 million Aussies without coverage
Telstra has sent a ‘sorry’ email to customers following last week’s outage which saw up to 25 million people without coverage.
Telstra has sent a ‘sorry’ email to customers following last week’s outage which saw up to 25 million people without coverage.
On Wednesday last week the network went dark about 2am (WA time) across the country, also affecting the Aldi Mobile, Belong and Boost brands.
The 230-word email, signed by CEO Vicki Brady, began with: “last week we let you down, and I am sorry for that.”
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By continuing you agree to our Terms and Privacy Policy.It didn’t offer a detailed explanation into the cause of the outage, which previously has been attributed to a software fault with Telstra’s time-telling systems, which told the network that it was November 2006.
Part of her email read: “It’s extremely frustrating when mobile services aren’t available, and we’re deeply sorry for the impact this had on so many people.
“Networks are large and complex, and we invest significantly in the resilience of our network.
“When something goes wrong, we’re committed to taking accountability, giving you clear information, and fixing issues as quickly as possible.
“We take our responsibility as Australia’s largest telco extremely seriously.”
Ms Brady committed to complete a “full investigation” to ensure they can “make our network stronger.”
West Australians last Wednesday were continuing to report outage issues well into the evening, more than 12 hours after the telco’s problem was first realised.
It took about 12 hours for the network to repair 90 per cent of its issues.
Across Australia, over 600 calls to emergency services failed during the outage, causing state and territory police to conduct a series of welfare checks, including in WA’s Bull Creek.
The email also warned Telstra users to be wary of fraud attempts which had followed the outage.
“We’ve also seen some reports of customers receiving calls from fraudsters trying to take advantage of this moment. Please be extra careful of calls you receive from people claiming to be from Telstra.
“If you’re unsure, hang up and call us directly.”
Originally published on The West Australian
