News : Telstra Outages Hit NBN and ADSL Services Across Australia
Melbourne, Australia, May 20, 2016 -- Telstra has again been hit by widespread network outages, infuriating customers just a day after the telecommunications provider's chief committed to improving customer service and boasted of the network's "incredible strength and resilience".
Users vented their frustration at being unable to use their NBN and ADSL voice and data services, with problems appearing to have started at midnight, according to monitoring website.
Complaints spiked again about 7.30am on Friday, with reports mostly coming from Melbourne, Brisbane, Perth, Sydney, Adelaide and a number of regional centres.
Telstra said at 11.30am that "significant restoration has occurred" and it was working to fix remain faults, mostly in NSW. But customers continued to report being unable to connect to the internet well into the afternoon.
"We apologise to customers and are doing everything possible to restore services as quickly as possible," a Telstra spokesperson said.
Customers also complained that there was no information about the outage on Telstra's service status page.
Telstra suffered a series of embarrassing outages this year, including four in just two months, and has twice given customers a day of free mobile data in compensation.
Telstra's CEO Andy Penn conceded on Thursday that it had "so much more to do" to improve its customer service, but said a review of its network had confirmed its "incredible strength and resilience".
Telstra has committed to improving its network while spending to upgrade network monitoring tools and to speed up network recovery time.
"Whilst no network operator in the world can guarantee that disruptions won't occur from time to time, what we can do is reduce the likelihood and the impact," Mr Penn said.
On Friday, one user complained of waiting almost an hour to speak to a Telstra customer representative about their NBN not working.
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Mr Penn said on Thursday that Telstra had improved how quickly it answers calls but that, ideally, customers would not have to call at all.
"Have you tried ringing Uber or Facebook's call centre? You find that they don't really have one," he said.
Many of the complaints flooding in on Friday morning were from business customers who said the outage had brought their operations to a standstill.
Again, this was particularly awkward for Telstra in light of Mr Penn’s comments a day earlier that its network underpinned business innovation and growth in Australia.
"There’s virtually no technology innovation happening that doesn’t fundamentally rely on the quality and the integrity of the underlying network," he said.
Posted by Veronica Silva Cusi, news correspondent
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