Thousands of Australians remain without mobile connectivity following a widespread Optus network outage that began on Monday. The telecommunications giant has confirmed that a significant software issue is to blame for the service disruption, which at its peak impacted approximately 120,000 customers.
Current Status and Customer Impact
As of Tuesday morning, Optus estimates that around 40,000 customers may still be experiencing issues, seeing "No Service" or "SOS" indicators on their mobile devices. The company has stated it is observing a gradual reduction in the number of affected users as efforts to resolve the underlying problem continue.
Immediate Steps for Restoration
Optus has issued clear guidance to customers grappling with the outage. The telco advises individuals to simply restart their mobile phones, which should restore service "immediately" in most cases. A company spokesperson emphasised that the majority of customers have already regained connectivity after performing this basic troubleshooting step.
Critical emergency call functionality remains operational throughout this incident. Customers are still able to make calls to triple-0, ensuring access to emergency services is maintained despite the broader service interruption.
Historical Context and Previous Failures
This latest outage occurs against a troubling backdrop for Optus. In September of last year, a botched network upgrade had catastrophic consequences, blocking hundreds of customers across several states from contacting triple-0 emergency services. Tragically, this communication failure was linked to multiple fatalities.
Investigation Findings and Recommendations
A subsequent report into that fatal 2023 outage uncovered ten major procedural failures within the company. Key findings included:
- Network engineers failed to attend crucial project meetings designed to assess the impact of planned technical work.
- Systems used to monitor triple-0 service availability were found to be fundamentally inadequate.
- A lack of effective co-ordination between different operational departments.
The investigation resulted in 21 specific recommendations for improvement, such as:
- Relocating the entire Optus operations centre onshore to enhance oversight and control.
- Informing customers that it can take up to 60 seconds to connect a call to triple-0, setting realistic expectations.
- Implementing stronger protocols for inter-departmental communication and project management.
Leadership Changes and Corporate Response
In the wake of these serious incidents, Optus has undergone significant leadership changes. In January, the company announced the departure of its chief technology officer, Tony Baird. He has been replaced by Sri Amirthalingam, who now oversees the telco's technological infrastructure and strategy.
Regarding the current outage, Optus has issued a formal apology to its customer base. "We again sincerely apologise to customers," a company spokesperson stated, acknowledging the frustration and inconvenience caused by the persistent service issues. The telecommunications provider is urging patience as its technical teams work to fully resolve the software problem and restore normal service for all affected users.
