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 unplanned or planned.

There are two types of Unplanned outages we provide information on here:

  • A Major Outage is an unplanned service 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 1,000 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.
    (Note that ‘regional’ or ‘remote’ 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 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 for mobile outages


Step 2: Contact us.
If the search shows no planned or unplanned outage at your address or suburb, but you are still experiencing issues with your mobile service, please go to our website and ask Penny – our friendly chatbot – to check if there is any further information about 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 you first power cycle your internet router and/or modem. Doing this refreshes the router and/or modem and often will clear the reason for your connection issues. Note that depending on your connection type, you may only have a router, a modem or you may have both or modem. Here’s how you power cycle your router and/or modem:

1. Turn your router and/or modem off at the powerpoint. 
2. Unplug the power cord from the wall or the back of the router and/or modem.
3. Wait 1 minute, then reconnect the power to the router and/or modem. Make sure they are back on.
4. Wait 15 minutes to allow everything to fully reconnect. After 15 minutes you should see solid lights on your router and/or modem indicating you’re back online. Confirm this by searching for any webpage on a device that is connected to the router and/or modem. If not, then continue to Step 2

Step 2: Check the NBN network status tool.
If you’re still experiencing issues with connectivity, using a device that is connected to an internet service (such as your mobile phone’s connection to the mobile network) search for planned maintenance or outages at your address. Click on the link below to be re-directed to the NBN network status tool:

Check for 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, and you are still experiencing connectivity issues with your NBN, 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 NBN 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