Keeping You Connected: Our Approach to Major Outages
At Everyday Mobile from Woolworths, we understand how important it is for you to stay connected. That's why we have a robust plan in place to manage major outages and keep you informed every step of the way.
What is a Major Outage?
We define a major outage as any unplanned network disruption that:
- Prevents customers from making or receiving calls, sending SMS, or using mobile data.
- Affects 100,000 or more services, or all services within a State or Territory.
- Is expected to last for more than 60 minutes.
What We Do During a Major Outage
In the unlikely event of a major outage, here's what you can expect from us:
- Prompt Notifications: We'll notify you of a major outage as soon as possible via email, SMS, or the Everyday Mobile app.
- Regular Updates: We're committed to providing frequent updates, at least every six hours during the first 24 hours, and at least once every 24 hours after that. We'll also keep you informed of any material changes as they occur. These updates will be shared via our website, social media, call centre, and other channels.
- Detailed Information: Our updates will include the outage's scale, the cause (if it's safe to disclose), affected locations, the services impacted, how often you can expect updates, an estimated fix time, and ways to contact us.
- Real-time Support: We'll provide real-time communication options, like live chat, so you can get immediate assistance from our team.
- Accessible Communication: We'll ensure outage information is available in accessible formats upon request, and we'll provide alternative contact methods for those who need them.
Our Commitment to You
We're dedicated to providing you with:
- Transparency: We'll keep you informed about the outage and our efforts to restore services.
- Support: Our team will be available to assist you through various channels, including our call centre and online support.
- Accessibility: We'll ensure outage information is accessible to everyone, including those with disabilities and those from diverse backgrounds.
Outage search
You can search your address or suburb for planned and unplanned outages at https://www.telstra.com.au/outages.
Need Urgent Assistance during a Major Outage?
While we're here to help with service-related queries during a major outage, please remember that in a life-threatening emergency, always call 000 immediately.
This page outlines our commitment to keeping you informed and supported during any major outage. We appreciate your understanding.
