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 1: Power cycle your modem and router. We always suggest before you do any troubleshooting that you power cycle your internet router/ modem. Power-cycling simply means turning your device off and then on again. Doing this refreshes the router/modem and can clears the reason for your connection issues. Here’s how you do this:
1. Turn your router and modem off at the powerpoint. Depending on your connection type, you may have only one device, your router.
2. Unplug the power cord from the back of the router/modem to ensure there is no power left in it.
3. Wait 1 minute before reconnecting the power.
4. Wait 15 minutes to allow everything to fully reconnect. After 15 minutes you should see solid lights on your router/modem indicating you’re back online. If not, then you may need to investigate further…..

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 outages

Step 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