A message about the recent network outage.
The network is back online
We understand how important it is for all our customers to be connected and we are deeply sorry for the inconvenience caused by the recent network outage. The good news is the network has now been restored with all services back online. We appreciate your patience and support and wish to thank you with a gesture of gratitude.
As part of Optus’ commitment to learn from the network outage on 8 November 2023, Optus has been undertaking a thorough review of customer calls to Triple Zero that were unable to connect during the outage.
This review has now shown that there were additional amaysim customers that made Triple Zero calls from our service that did not reach the Emergency Service Centre, and because of this, a welfare check was not undertaken.
We will be directly contacting all customers who were impacted. We offer our deepest apologies to customers who were unable to access Triple Zero services on 8 November 2023.
If you have already contacted us about this matter, your case will continue to be managed directly through our Customer Service Centre and the expert you have been in contact with.
Optus has updated the Senate Committee record and has also provided relevant information to the Australian Communications and Media Authority (ACMA).
Optus and amaysim will continue to cooperate with ongoing investigations by the Government, the Senate Committee, and ACMA into the outage. Optus will also appoint an independent third party to undertake a review of their processes supporting welfare check obligations and has committed to implement their recommendations.
There is nothing more important to us than the safety and security of our customers and we know we have let you down. Together with our entire team, we are committed to addressing all learnings from the outage and to improve in the way we support you.