Mobile and NBN Network Status
We understand how important it is to remain connected. If you’re experiencing connectivity issues with your Pennytel Mobile or NBN service, you’ve come to the right place for information on how we can support you.
What is an outage?
Outages can be planned or unplanned.
There are two types of unplanned outages we provide information on here:
- A Major Outage is an unplanned as any unplanned network disruption that is expected to last for more than 60 minutes and affects 100,000 or more services, or all services within a State or Territory.
- A Significant Local Outage is a smaller-scale, unplanned service disruption that affects 1000 or more services in a regional area and is expected to last longer than 6 hours or 250 services or in a remote area and is expected to last longer than 3 hours. Regional or remote Australia refers to areas located outside major metropolitan centres, as classified under the Australian Statistical Geography Standard (ASGC).
Planned outages are scheduled by the network from time to time as they make repairs or improvements to parts of their network.
This page outlines how you can find out if you are currently experiencing a planned or unplanned outage on your Pennytel Mobile or NBN service.
Mobile Service Outages
Step 1: Check the Telstra Outages page. Pennytel uses the Telstra Wholesale Mobile network. For information on planned and unplanned outages affecting the Telstra mobile network at your address or suburb, as well as additional information regarding major outages and outage communications, please visit the link below:
Check from mobile outages
Step 2: Contact us. If the search shows no planned or unplanned outage at your address or suburb, please go to our website and ask Penny – our friendly chatbot – to check if there is an outage in your area, or alternatively contact us on 1300 232 888. If there are known active Major or Significant Local outages in the network, we will generally put a message up on our phone line. If not, then one of our friendly staff will be happy to check for you.
NBN Outages
There are many different reasons why your NBN service may be dropping out or not connecting at all. Follow this guide to help you troubleshoot if you are having issues with your service
Step 2: Check the NBN network status tool. If you’re still experiencing issues with connectivity, search for planned maintenance or outages at your address using the NBN network status tool.
Check from NBN outagesStep 3: Contact us. If your search on the NBN Network Status Tool shows no planned or unplanned outage at your address or suburb, please go to our website and ask Penny – our friendly chatbot – to check if there is an outage in your area, or alternatively contact us on 1300 232 888. If there are known active Major or Significant Local outages in the network, we will generally put a message up on our phone line. If not, then one of our friendly staff will be happy to check for you.
Make a Complaint
We’re dedicated to keeping you informed about outages that may impact you. We do this using sources and tools that can provide reliable and timely information to assist you. Where these sources and tools can’t provide the information you need, our team is available to assist you through various channels, including our call centre and online support. If you wish to make a complaint, please contact us. For more information, please refer to our Network Outages Complaints Handling Policy