Customer Service Notice from iiNet Group

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

Delay due to criminal damage in the Sydney Metropolitan Area.

iiNet Group reference ID: 6675028

As previously notified on 29th July 2019, 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 damaged by third parties ,a number of Telstra network facilities across the greater Sydney Metropolitan area on or about Tuesday 16 July 2019

Damage to facilities has caused notable damage to the network, rendering some services faulty, as referred to in Telstra Wholesales Mass Service Disruption Notification which can be found 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 07/08/2019.

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 , the expected date for resumption of normal service operations has been extended to 18th August 2019

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 17 July 2019 to 18 August 2019 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 8217 4700 To 02 8263 3599
02 8700 2700 To 02 8887 7999
02 8298 0900 To 02 8306 8799
02 8899 1400 To 02 8901 3899
02 8332 6800 To 02 8383 9999
02 8913 9000 To 02 8913 9099
02 8394 4600 To 02 8399 8999
02 8925 8400 To 02 8925 8999
02 8422 3200 To 02 8426 9999
02 8968 2400 To 02 8968 2499
02 8437 0000 To 02 8440 8199
02 9144 0000 To 02 9153 9999
02 8467 5100 To 02 8467 9999
02 9200 2000 To 02 9225 3999
02 8512 0000 To 02 8525 8999
02 9243 1000 To 02 9255 8799
02 8536 2600 To 02 8543 9999
02 9266 9000 To 02 9649 9999
02 8558 0000 To 02 8585 4999
02 9661 0000 To 02 9915 9999
02 8596 7300 To 02 8596 7399
02 9930 7800 To 02 9952 9999
02 8633 7000 To 02 8633 7999
02 9980 0000 To 02 9988 7999
02 8664 9500 To 02 8670 9999

Estimated number of impacted services: 16,369

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 6675028

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/6675028.