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 severe weather events in parts of Sydney Metropolitan District and part of the Hawkesbury region of New South Wales

iiNet Group reference ID: 6887516

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 Sydney Metropolitan District and part of the Hawkesbury region of New South Wales were impacted on or about Tuesday 26 November 2019.

 

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 Daily Telegraph on Monday 2 December 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.

 

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 27 November 2019 to 22

December 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 8220 1400 To 02 8285 9999
02 9031 9900 To 02 9031 9999
02 8337 6000 To 02 8356 0699
02 9144 0000 To 02 9144 9999
02 8372 1000 To 02 8372 2999
02 9200 0000 To 02 9214 9999
02 8383 0700 To 02 8383 7199
02 9225 3200 To 02 9225 3299
02 8394 0000 To 02 8394 0999
02 9235 8000 To 02 9293 7999
02 8422 0000 To 02 8448 9999
02 9305 5100 To 02 9336 8499
02 8467 0000 To 02 8467 9999
02 9352 4300 To 02 9499 9999
02 8495 0000 To 02 8495 9999
02 9551 1000 To 02 9551 3999
02 8565 8000 To 02 8572 7599
02 9561 9200 To 02 9568 8399
02 8586 1400 To 02 8588 6999
02 9647 5000 To 02 9658 8999
02 8732 9000 To 02 8736 9999
02 9694 8000 To 02 9694 8999
02 8752 7800 To 02 8755 1499
02 9739 2000 To 02 9739 2999
02 8873 3300 To 02 8879 6699
02 9751 0000 To 02 9751 4999
02 8899 5300 To 02 8925 9999
02 9802 1600 To 02 9819 1099
02 8962 0000 To 02 8980 9999
02 9844 2000 To 02 9889 3699
02 9020 6000 To 02 9020 6099
02 9900 0000 To 02 9999 9999

Estimated number of impacted services: 9,017

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 6887516

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/6887516.