Anger over lack of notice for Optus planned outage

Monday, January 21, 2019

John Knight.DUDLEY residents who have been isolated for days with no mobile phone reception are angry Optus failed to notify them of a planned outage.

Optus said the Dudley tower had been switched off between February 25 and March 1 during an upgrade to bring stronger 4G coverage to the area.

A spokesperson from Optus told the Newcastle Herald it ‘‘contacts customers to let them know when their service may be affected, and what they can do to stay connected’’.

During this time,with no, or very little service, including three days in which only emergency calls could be made, numerous residents said ‘‘no one was notified’’.

Ross Partridge, a self employed electrician who runs his business from home, said he called Optus last Thursday and was told there would be no reception for a week.

’’When you’re running a business, it’s a joke,’’ Mr Partridge said.

‘‘It’s a planned outage and they’ve not given anyone any notification … it’s an essential service like electricity, you can’t just do that.’’

Dudley corner store owner said elderly customers had been confused and thought their own phones were at fault.

Oceanview Hotel publican John Knight who relies ‘‘massively’’ on his mobile to book the hotels’ entertainment said it was a ‘‘disgrace’’.

‘‘It’s a shut down … and we were not notified at all,’’

An Optus spokesperson said a text was sent on February 19 checking to all customers whose billing addresses indicated their service would be affected by the upgrade work.

Optus said an unrelated transmission issue was discovered at Dudley tower on March 3.

‘‘Optus technicians are on site working to fully restore mobile services as a priority…we appreciate customers’ patience and apologise for any recent service interruptions’’ a spokesperson said.