Major and Significant Local Network Outages
We understand the importance of staying connected and when you’re not, knowing what’s going on and when it will be fixed.
On this page you will find details of major and or significant network outages impacting Konec Mobile services.
A major outage is an unplanned impact to the Telstra Wholesale Mobile Network that is already, or is expected to be, longer than 60 minutes in duration and impacts:
- 100,000 or more of our mobile services or
- All mobile services in a State or Territory
A significant local outage is any unplanned adverse impact to theTelstra Wholesale Mobile Network used to supply mobile services to our customers that is not a major outage and:
- (a) Results in a customer being unable to establish and maintain a mobile service;
- (b) Affects, or is likely to affect:
- (i) 1,000 or more services in regional Australia (as classified by ABS Remoteness Structure) and is or expected to be longer than 6 hours in duration
- (ii) 250 or more services in remote Australia (as classified by ABS Remoteness Structure) and is or expected to be longer than 3 hours in duration
If you are experiencing network issues and your location is not listed on this page, you may be affected by a minor outage or planned maintenance. Check your service address here.
Major and significant outage notification
We will only update this section when a major outage affects our customers. Other outages and planned maintenance can be viewed here.
No outages found
Please note that the details provided on this page are based solely on information provided by Telstra Wholesale. If they have shared the information with us, we will share it with you, to keep you informed.
Major and significant outage communication policy
We will communicate directly with customers who we believe may be affected by a major outage via SMS, email or mobile app notification. We’ll keep this webpage and our Call Centre updated so that other customers and members of the public are also aware.
If you’d like more information on how and when we communicate about outages, please refer to our policy.
Timing of communications of major and significant outage for impacted customers
- As soon as practicable after Telstra Wholesale advises us of the outage
- As soon as practical after becoming aware of a material change in the outage, otherwise:
- Once every 6 hours for the first 24 hours of the major outage and then
- Once every 24 hours
If you’d like more information on how and when we communicate about outages, please refer to our policy.
How to request assistance or information during major or significant outages
Please note that our support team will not be able to provide additional information about an outage other than what has been detailed on this page. Also, we hope that you understand that we cannot influence the resolution of the incident or prioritise restoring an individual mobile to full service.
If you need our assistance during a major or significant outage, please contact us via:
Our call Centre: 1300 4 KONEC (1300 456 632) 10am-7pm (Sydney Time) Monday to Friday
Email: help@konec.com.au (at all times)
Support ticket: From the Support page of your Konec Mobile account, app and website (at all times).