NBN Outage

Good afternoon.

Thank you for your patience throughout today, it has been appreciated.

An update on today’s events.

We were made aware of an outage affecting customer NBN connections at around 12:10pm this afternoon. Our engineers worked to resolve the issue as speedily as possible, and service was restored across the board by 2:30pm.

This outage was caused by infrastructure that was in place before EmuTel separated from Central Telecoms. Our engineers had been working over recent weeks to build a new and more stable platform with which to deliver reliable and durable NBN connections to our customers. Today's outage has resulted in us increasing the speed of this rollout.

In coming weeks, we will be migrating connections from the Central Telecoms legacy platform to this new platform. This will be done with notice, and with as little disruption as possible. This migration will change Static (also known as WAN) IPs for the migrated connections, so may involve some discussion with IT providers if you remote into any cloud software/servers. We will communicate to you when your migration is approaching.

If there is anything you wish to discuss with EmuTel, please feel free to call us on 1800 368 835.

Once again, thank you for your patience.

Good afternoon.

Our engineers have advised that they have implemented a fix, which is filtering through to those customers that have been affected and they are now seeing services restored.

If your NBN is still down, we do suggest rebooting your NBN modem by unplugging the power, counting to five, then plugging it back in (please do NOT hit the button labelled RESET).

It can take up to 15 minutes for the NBN modem to fully reboot and reconnect.

If after this your NBN is still down, please contact our support team on 1800 368 835 so we can troubleshoot for you.

Thank you all for your time and patience.

Good afternoon.

Our engineers have advised that they are still investigating the outage and working towards a speedy resolution. We still do not have an ETA currently.

We do suggest that you leave everything plugged in and switched on at this time.

If you would like a divert, put in place on your phone system during this time, you can call us from your mobile on 1800 368 835 and select option 3.

Thank you all for your time and patience.

Good afternoon, all.

We are currently experiencing an outage that is affecting some customers NBN connections. This outage began around 12:10pm.

Our engineers are working through this to resolve as soon as possible, we however do not have an ETA to restoration of services. We do recommend that you leave your equipment plugged in and switched on at this time.

Further updates to come at 1:15pm if not sooner.

Thank you all for your time and patience.