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 extreme weather in Sydney Metropolitan and Illawarra Districts and parts of the South Coast, Central Tablelands and Hunter Districts of New South Wales

iiNet Group reference ID: 6955582

As previously notified on 14 February 2020, 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 extreme weather  in Sydney Metropolitan and Illawarra Districts and parts of the South Coast, Central Tablelands and Hunter Districts of New South Wales on or about Friday 7 February 2020 through to Monday 10 February 2020.

Extreme weather 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 08/04/2020.

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 May 3, 2020.

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 10 February 2020 to 3 May 2020 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, 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 extreme weather the Sydney Metropolitan and Illawarra Districts and parts of the South Coast, Central Tablelands and Hunter Districts of New South Wales were impacted on or about Friday 7 February 2020 through to Monday 10 February 2020.

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 14/02/2020.

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 10 February 2020 to 5 April
2020 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 4014 0000 To 02 4015 9999
02 6570 0000 To 02 6579 9999
02 4028 0000 To 02 4052 7999
02 8044 5000 To 02 8044 9999
02 4088 0000 To 02 4088 7999
02 8202 0000 To 02 8204 9999
02 4220 0000 To 02 4297 9999
02 8217 0000 To 02 8312 9999
02 4321 0000 To 02 4399 9999
02 8332 0000 To 02 8399 9999
02 4412 3000 To 02 4429 9999
02 8422 0000 To 02 8448 9999
02 4441 0000 To 02 4479 9999
02 8467 0000 To 02 8467 9999
02 4560 0000 To 02 4588 9999
02 8495 0000 To 02 8495 9999
02 4620 0000 To 02 4659 9999
02 8508 0000 To 02 8543 9999
02 4677 0000 To 02 4684 9999
02 8558 0000 To 02 8596 9999
02 4720 0000 To 02 4739 9999
02 8633 1000 To 02 8633 9999
02 4751 0000 To 02 4759 9999
02 8650 0000 To 02 8650 9999
02 4773 0000 To 02 4788 9999
02 8664 7000 To 02 8670 9999
02 4825 8000 To 02 4828 3999
02 8700 0000 To 02 8925 9999
02 4845 9000 To 02 4845 9999
02 8955 0000 To 02 8980 9999
02 4860 0000 To 02 4889 9999
02 9019 0000 To 02 9020 6099
02 4902 0000 To 02 4999 9999
02 9031 0000 To 02 9031 9999
02 5593 8000 To 02 5594 5999
02 9105 0000 To 02 9130 9999
02 6350 0000 To 02 6359 4999
02 9144 0000 To 02 9153 9999
02 6493 7100 To 02 6493 7399
02 9181 0000 To 02 9181 9999
02 6520 0000 To 02 6526 9999
02 9200 0000 To 02 9999 9999
02 6540 0000 To 02 6549 9999

Estimated number of impacted services: 19,239

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 6955582

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/6955582.