Townsville floods network update – 04.02.19

As a result of the floods in Townsville, some Optus customers across parts of the region may be experiencing disruptions to their mobile call, text and data services due to outages in the area.

Flooding is hampering access to some sites, but we are continuing to work closely with the relevant emergency services to get safe access to restricted areas. Where possible, we will deploy portable generators to restore services to affected sites, as quickly as possible.

In the instance of an emergency, customers should still dial 000 from their fixed number or 112 from your mobile phone.

Where there is a mobile service outage during an emergency, Optus recommends television, radio, the internet and emergency services as vital sources of information in such situations.

Support for customers

Optus has in place a financial assistance policy to support customers affected by the floods. On a case-by-case basis Optus can offer:

free call diversions from an Optus fixed home phone to any mobile or fixed number

extended timeframes for bill payments

bill waivers in instances of extreme financial hardship; and

free suspension, relocation or cancellation of a fixed service

free prepaid credit which can be organised at our local stores.

Anyone wishing to discuss financial assistance can call our Customer Care team on 133 937.

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