Customer Service Notice from iiNet Group

(iiNet Ltd, Westnet Pty Ltd, Interndoe Pty Ltd, TransACT Capital Communications Pty Ltd, Adam Internet Pty Ltd).

Delay due to severe weather in parts of Sydney Metropolitan and Hunter Districts of New South Wales

iiNet Group reference ID: 5708725

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 Sydney Metropolitan and Hunter Districts of New South Wales on or about Sunday 25 February 2018 through to Monday 26 February 2018.

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/. A copy of this notice will also be published in the Sydney Daily Telegraph on Monday 5 March 2018.

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 26 February 2018 to 25 March 2018 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:

02 4560 0000 To 02 4588 9999
02 8899 0000 To 02 8925 7799
02 8220 1400 To 02 8229 6999
02 8962 4000 To 02 8978 8999
02 8240 3800 To 02 8262 2499
02 9111 0000 To 02 9111 9999
02 8272 3000 To 02 8285 9999
02 9144 0000 To 02 9144 9999
02 8297 4700 To 02 8306 8799
02 9181 0000 To 02 9181 9999
02 8332 1400 To 02 8339 2999
02 9200 0000 To 02 9225 2999
02 8353 9700 To 02 8353 9799
02 9235 8000 To 02 9278 8699
02 8372 1000 To 02 8372 9499
02 9290 6900 To 02 9293 9999
02 8383 0700 To 02 8383 2599
02 9304 2800 To 02 9336 8499
02 8422 0000 To 02 8448 9999
02 9352 4000 To 02 9505 7299
02 8467 0000 To 02 8467 7999
02 9536 0000 To 02 9551 1999
02 8514 3000 To 02 8514 3599
02 9561 4000 To 02 9568 8399
02 8565 8000 To 02 8574 1299
02 9581 6000 To 02 9582 9999
02 8596 5000 To 02 8596 5099
02 9611 5000 To 02 9617 2999
02 8704 1000 To 02 8775 6999
02 9632 0000 To 02 9666 2999
02 8799 0000 To 02 8801 0199
02 9679 0000 To 02 9722 2999
02 8812 2000 To 02 8819 6899
02 9736 0000 To 02 9819 9999
02 8831 9900 To 02 8883 3999
02 9840 4600 To 02 9999 9999

Estimated number of impacted services: 24,957

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 5708725

iiNet Ltd Westnet Pty Ltd Internode Pty Ltd TransACT Capital
Communications
Pty Ltd
Adam Internet Pty
Ltd
13 22 58 1300 786 068 1300 788 233 13 30 61 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. A copy of this notice is available at www.iinet.net.au/about/legal/mass‐disruptions/notice/5708725.