Outages can arise from various causes, including hardware failure, extreme weather conditions and network difficulties. Such incidents often result in a complete loss of service, with downtime varying from mere minutes to several days, depending on the severity and the underlying cause.   

How to check if an unplanned outage or planned maintenance is affecting your Southern Phone services 

We will use multiple channels to communicate with our customers and the public.

View our service outages 
You can check for updates on current service outages across the nbn®, Telstra & Optus networks by visiting southernphone.com.au/service-status.
Stay updated via social media  
For major incidents, updates will also be shared on our social media channels, such as Facebook .
For nbn services, check the nbn network status 
Visit the nbn network status and outages page to see if there are outages or planned maintenance impacting your address.

Major and significant local outages

We will communicate with you in various ways during a major or significant local outage. In addition to the above for service outages, you will also have access to real- and near-time communications for urgent assistance during a major or significant local outage.

A major outage is any unplanned adverse impact on a telecommunications network that:

results in you being unable to access your service;
affects 100,000 or more services, or all services using the network in a state/territory; and
the outage is expected to be longer than 60 minutes.

A significant local outage happens when there’s an unplanned issue with the telecommunication network that:

stops access to your service
affects, or is likely to affect:
- 1,000 or more services in operation in regional Australia; or
- 250 or more services in operation in remote Australia; and
is expected to be, or is, of a duration longer than:
if the services in operation are in regional Australia – 6 hours; or
if the services in operation are in remote Australia – 3 hours

For nbn or mobile outages, if you require urgent assistance, contact us on 13 14 64 or chat with us here sthnphone.com/help.

Where the major or significant local outage is due to a natural disaster, we may not be able to communicate with you individually but we will use best efforts to publish as much of the information on our website at southernphone.com.au/service-status as soon as we can.

How we will keep you informed

nbn ® Outage

SMS Updates: 
If there is a major or significant local outage and we have your mobile contact number, we will send you regular and any significant updates via SMS, including expected resolution times where possible.  If you require urgent assistance, contact us on 13 14 64.
Updates will be provided at least every 6 hours during the first 24 hours of an outage. 
After the first 24 hours, updates will be sent every 24 hours until the issue is resolved. 
A final SMS will notify you once the outage is resolved.

What to do after the outage is resolved 

Once the outage is resolved, your nbn service should resume automatically. If you are still unable to connect: 

Turn your modem off and then back on.  
If the issue persists, contact us on 13 14 64 or chat with us here sthnphone.com/help for further assistance.

Mobile Outage

Southern Phone uses the Optus & Telstra Mobile Networks. Occasionally there may be unexpected outages or planned maintenance that will disrupt your mobile service. To check for outages or maintenance visit the links below:

If there is a major or significant local outage impacting voice or mobile data, we will send you regular and any significant updates via email, including expected resolution times where possible.  

Updates will be provided at least every 6 hours during the first 24 hours of an outage.
After the first 24 hours, updates will be sent every 24 hours until the issue is resolved.
A final email will notify you once the outage is resolved.

What to do after the outage is resolved 

Once the outage is resolved, your mobile service should resume automatically. If you are still unable to connect: 

Turn your device off and then back on.  
If the issue persists, contact us on 13 14 64 or chat with us here sthnphone.com/help for further assistance.

Click the link below to access our network outage complaiunts hadnling process:

Network Outage Complaints Handling Process.

Southern Phone Outage Information

Related

Southern Phone Outage Information

Southern Phone Outage Information 

Southern Phone Outage Information 