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Customer Service Notice from iiNet Group

(iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, Adam Internet Pty Ltd).

Delay due to severe weather events in the Darling Downs and Granite Belt District and parts of the Southeast Coast District of Queensland

iiNet Group reference ID: 7688248

As previously notified on 26th January 2022, the iiNet Group (iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, TransACT Capital Communications Pty Ltd and Adam Internet Pty Ltd) is currently working to manage the impact to its network that has occurred as a result of  severe weather events in the Darling Downs and Granite Belt District and parts of the Southeast Coast District of Queensland on or about Sunday 16 January 2022.

Services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at the Logan River mouth following the coastline south past the Gold Coast to the QLD/NSW border and following the border westerly past Mount Lindesay, Wallangarra and Goondiwindi to Talwood Boonanga Rd. The area heads northwest past North Talwood to Weengallon, northeast to Inglestone then east to Cecil Plains. From Cecil Plains the area heads northeast to Cooyar, east to Mount Binga, and southeast to Mount Nebo then southwest to Thagoona. The area turns southeast to Willowbank, east to Beenleigh then northeast back to the Logan River mouth. All suburbs and towns, off shore islands and coastal areas serviced by Telstra within these boundaries are encompassed.

Severe weather events have caused notable damage to the network, rendering some services faulty, as referred to in Telstra Wholesales Mass Service Disruption Notification which can be found A copy of this notice will also be published in the Brisbane Courier Mail on 21/02/2022.

The iiNet Group is working closely with suppliers and wholesalers to assess and repair the damage to affected services in a timely manner. Customers in these regions may experience service disruptions and delays to normal connection times and fault restoration. The impact in the affected region has been greater than initially estimated and as a consequence of continued weather effects, the expected date for resumption of normal service operations has been extended to 6 March 2022.

As these circumstances are outside the iiNet Group’s control, iiNet is claiming an exemption under Section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011 from the normal performance standards. The exemption shall apply from17 January 2022 to 6 March 2022 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.

07 3804 1500 To 07 3807 3099
07 5361 0000 To 07 5362 9999
07 3875 2700 To 07 3875 2799
07 5410 0000 To 07 5427 9999
07 4565 3000 To 07 4578 2999
07 5460 0000 To 07 5469 9999
07 4592 5000 To 07 4596 4999
07 5500 0000 To 07 5598 9999
07 4612 0000 To 07 4639 9999
07 5609 9000 To 07 5618 7999
07 4650 9000 To 07 4699 9999
07 4650 9000 To 07 4699 9999
07 5321 0000 To 07 5322 8399
07 5689 1000 To 07 5689 1999

Estimated number of impacted services: 756

iiNet Group customers can enquire about CSG payment eligibility or the basis for claiming this exemption by using the contact details below, and quoting fault reference 7688248 .

iiNet Ltd Westnet Pty Ltd Internode Pty Ltd Adam Internet Pty
13 22 58 1300 786 068 1300 788 233 08 8423 4000

If after calling one of the above numbers, you remain dissatisfied, you may choose to contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058,

The iiNet Group would like to apologise for any inconvenience caused, and thank all affected customers for their patience.