Internet Outage - Port Macquaire and Coffs Harbour Region

Good morning.

We can now confirm that the work around fix that EmuTel had been working on was confirmed as fully operational overnight, and that all services should now again be fully operational.

If at this stage your NBN service is still down, please check all cables to ensure that they have not been knocked lose, or became loose during earlier troubleshooting, and power cycle (turn off your modem and other NBN equipment) for 5 seconds, then turn back on. It can take up to 15 minutes for the equipment to fully reboot and reconnect to the NBN. Please do not reset any equipment.

If after doing this, you are still not operational, please call our support team on 1800 368 835, and select option 3 for support, so we can assist.

EmuTel thanks you all for your time and patience. Stay safe.

Good afternoon.

The fix that we were in the process of implementing has gone into full affect, and service should now be restored.

If at this time your NBN is still down, we suggest rebooting your modem and other NBN equipment by switching off the power to it, counting to 5, then turning it back on. The NBN can take a further 15 minutes to reconnect after this.

If at that stage you still have no Internet, please contact us on 1800 368 835, and select option 3 so we can assist.

EmuTel thanks you for your time and patience.

Good morning.

This update is a Force majeure Event Notice issued by EmuTel.

Background:

On 28 February 2022 at about 08:15 our upstream carrier identified a fibre break affecting the Coffs Harbour and Grafton NBN POIs (Points of Interconnect).

The upstream carrier mobilised fibre repair teams to the area to identify the root cause and resolve the issue but it remains unresolved at the time of this update being published.

Severe weather, including heavy rains and flooding in the affected area have resulted in the inability of the fibre repair teams to access the site of the failure and resolve the issue within SLA.

Based upon the information currently available, EmuTel estimates the duration of the impact of the Force Majeure Event could be 2-3 days. We have been working on re-routing Internet traffic, its intention is to shorten the impact to customers. This is ongoing.

We at EmuTel will continue to provide updates via this Network Status page if there is a meaningful or substantial change to the information included in this Force Majeure Event Notice as soon as reasonably practicable after EmuTel becomes aware of the change.

We apologise for the inconvenience caused by this event and assure you that we are doing everything we can to re-establish normal services as soon as possible.

Thank you all for your time and patience.

Good morning.

Our work-around fix has started to filter through to customer connections, and we can see usage on these connections.

We will continue to monitor and advise.

Good morning.

The fibre repair teams have advised us that they have been unable to locate the actual break in the line based on their tests, so are having to dig up both ends in the pit and prepare for a temporary fix, which will be an above ground cable run.

This excavation work has begun, the terrain is very wet, so delays are expected.

We are still working on our work around, the current ETA we have is by midday today, however this is subject to change. We still advise that you leave your NBN equipment plugged-in and switched on as when service is restored, it should come up without intervention.

If you require a divert of any kind, please contact support on 1800 368 835, and select option 3.

We thank you all for your time and patience.

Good afternoon.

We have two updates for you at this time.

The fibre repair team is onsite, and are conducting a damage assessment, we hope to have more on an ETA to this soon.

As for the work-around, that is still progressing, and we are hoping that it will be implemented before COB today, however it may roll over into this evening. We ask that you leave everything plugged in and switched on for when the work-around is completed, service should restore automatically.

We thank you for your time and patience with us today.

Good afternoon.

The work around regarding the current outage in the Port Macquarie / Coffs Harbour region is currently being implemented. We hope that this will go live very soon, however cannot provide an exact time for this.

This work around will change what is known as your static/WAN IP, you may if you remote into your work site or use VPNs and certain cloud software have your IT provider in the loop as well for assistance.

As more updates come to hand, I will pass them through.

Thanks.

Good afternoon.

The upstream carrier's engineers have advised that there is a break in the fibre connection, and the location where the break has been identified is remote.

Due to the current weather events they are expecting delays for the technicians' to arrive at this site.

The current ETA for the fibre repair crew to arrive on site is 15:00 AEDT (3pm AEDT).

We are continuing to work on the work-around mentioned in an earlier post, and will advise once we have further updates.

Thank you all for your time and patience.

Good afternoon.

Thank you all for your patience.

The engineers are still working on correctly identifying the issue and implementing a fix to restore services to the affected areas.

We are currently working on a work-around fix that would see services restored even though the upstream carrier engineers have not resolved the cause of today’s outage.

This work-around will take a few hours to program and implement. This work-around should not require any reprogramming of local NBN modems but may require a reboot.

Once we have additional information, we will pass it on.

Thanks again for your patience at this time.

Good morning.

Our engineers and the upstream carrier engineers are still working on identifying and resolving this current outage. There is still no ETA on when this will be resolved.

Once we have more info, we will pass it on ASAP.

Thank you all for your time and patience.

Good morning.

Our engineers and the upstream carrier engineers are still working on identifying and resolving this current outage. There is still no ETA on when this will be resolved.

Once we have more info, we will pass it on ASAP.

Thank you all for your time and patience.

Good morning.

We have been advised that there is currently an outage being experienced in the Port Macquarie / Coffs Harbour region that began earlier this morning. The upstream carrier engineers are already working on resolving this issue as a matter of urgency, however there is currently no ETA. Please leave everything plugged in and switched on to allow for proper testing.

If you would like a divert in place, please contact us on 1800 368 835 and press 3 for support.