Customer Service Notice from iiNet Group

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

Extreme weather events in Sydney Metropolitan District and parts of the Central Tablelands, Central West Slopes and Plains, and Hunter Districts of New South Wales.

iiNet Group reference ID: 7379602

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 events in Sydney Metropolitan District and parts of the Central Tablelands, Central West Slopes and Plains, and Hunter Districts of New South Wales on or about Friday 19 March 2021 through to Tuesday 23 March 2021.

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 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 26/03/2021.

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 22 March 2021 to 18 April 2021 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 8332 0000 To 02 8399 9999
02 4720 0000 To 02 4739 9999
02 8422 0000 To 02 8448 9999
02 4751 0000 To 02 4759 9999
02 8467 0000 To 02 8467 9999
02 4773 0000 To 02 4788 9999
02 8495 0000 To 02 8495 9999
02 5852 1000 To 02 5852 1999
02 8508 0000 To 02 8543 9999
02 5881 3000 To 02 5881 9999
02 8558 0000 To 02 8596 9999
02 6305 0000 To 02 6305 3999
02 8633 1000 To 02 8633 9999
02 6350 0000 To 02 6359 4999
02 8650 0000 To 02 8650 9999
02 6370 0000 To 02 6379 9999
02 8664 7000 To 02 8670 9999
02 6521 7000 To 02 6521 7999
02 8700 0000 To 02 8925 9999
02 6532 5000 To 02 6532 5999
02 8955 0000 To 02 8980 9999
02 6548 0000 To 02 6549 8999
02 9019 0000 To 02 9020 6099
02 6801 0000 To 02 6849 9999
02 9031 0000 To 02 9031 9999
02 6862 1700 To 02 6869 6999
02 9105 0000 To 02 9130 9999
02 6880 0000 To 02 6898 1299
02 9144 0000 To 02 9153 9999
02 8044 5000 To 02 8044 9999
02 9181 0000 To 02 9181 9999
02 8202 0000 To 02 8204 9999
02 9200 0000 To 02 9999 9999
02 8217 0000 To 02 8312 9999

Estimated number of impacted services: 6,466

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 7379602

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/7379602.