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 Illawarra, South Coast, Southern Tablelands and Snowy Mountains Districts of New South Wales
iiNet Group reference ID: 8320774
As previously notified on 29th February 2024 the iiNet Group (iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd and Adam Internet Pty Ltd) is currently working to manage the impact to its network in the Illawarra, South Coast, Southern Tablelands and Snowy Mountains Districts of New South Wales due to severe thunderstorms resulting in cloud to ground lightning strikes and heavy, locally intense rainfall between 18th February 2024 to 20th February 2024.
The impact in the affected region has been greater than initially estimated therefore the expected date for resumption of normal service operations has been extended to 25th March 2024.
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 from 19th February 2024 to 25th March 2024 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.
The iiNet Group (iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd and Adam Internet Pty Ltd) is currently working to manage the impact to its network in the Illawarra, South Coast, Southern Tablelands and Snowy Mountains Districts of New South Wales due to severe thunderstorms resulting in cloud to ground lightning strikes and heavy, locally intense rainfall between 18th February 2024 to 20th February 2024.
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 at https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/.
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.
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 from 19th February 2024 to 4th March 2024 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.
Services in the affected location with a phone number in the following ranges may have been affected:
Estimated number of impacted services: 1470
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 8320774 .
| iiNet Ltd | Westnet Pty Ltd | Internode Pty Ltd | Adam Internet Pty Ltd |
| 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, www.tio.com.au.
The iiNet Group would like to apologise for any inconvenience caused, and thank all affected customers for their patience.