Network Outages
Interruptions to your mobile service are rare, but they do happen. They can be device, SIM card or network related, and on this page you’ll find helpful information on what to do if you suspect a network issue is at play.
Checking for known outages and planned maintenance
You can check your address for known outages and planned maintenance on Telstra’s website here.
Reporting or making an enquiry about a network outage
If you need to report a network outage, or make an enquiry about a network outage, you can contact us via any of these methods:
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).
What happens when you report a network outage to us
- We'll ask you for information to help us diagnose the cause of the issue you report.
- If the issue is not related to a network outage, we'll continue to troubleshoot the problem and work with you to resolve it.
- If we determine that the issue is related to an unplanned network outage, we'll classify the report as a network outage complaint, unless it is caused by a natural disaster. We'll then handle the complaint in accordance with our Network Outage Complaints Handling Process, which is formed in accordance with the Telecommunications Consumer Complaints Handling Industry Standard 2025.
- We'll acknowledge the issue in writing and advise you:
- (i) a unique case/ticket number and how to monitor the complaint
- (ii) what an urgent complaint is and how to report it to us
- (iii) the frequency and content of outage updates, if your outage is a major outage or significant local outage
- (iv) that our network provider, Telstra Wholesale, will work toward implementing a default resolution to the outage which is designed to restore all services affected by the outage
- (v) that we will notify you when the resolution has been implemented
- (vi) what to do if the resolution has not restored your service, if you are unhappy with the resolution or wish to make a further complaint
- (vii) when the complaint will be closed.
Our commitment to you
Our Network Outage Complaints Handling Process is approved by our General Manager and managed by our Customer Experience Manager. All of our team members are aware of the important role they play in ensuring compliance with the policy and working towards the speedy restoration of your service.
We keep records of all complaints in accordance with the applicable legislation and review this policy every 12 months so that it meets your needs.
If you’d like more information on this policy or need to report a service outage, please contact us via the methods above.