Optus hit with Triple Zero outage in NSW

Optus has suffered another Triple Zero outage, with almost 5,000 customers in the Illawarra region of New South Wales affected on Sunday.

At least nine Triple Zero calls from the Dapto area failed to reach emergency services. This disruption forced one person requiring an ambulance to use a non-Optus phone to seek help, while another chose not to contact emergency services due to the outage.

NSW Police conducted welfare checks for four other callers and also checked on another individual who was unsuccessful in reaching emergency services. Additionally, two other callers accidentally dialed Triple Zero during the incident.

The issue was traced to a mobile phone tower in the Dapto area, which impacted calls between 3:00 am and 12:20 pm on Sunday.

“We have investigated the impact of the issue and have confirmed with police that all callers who attempted to contact emergency services are okay,” an Optus spokesperson said. “We sincerely apologize to any customers who were impacted.”

Optus has yet to identify the cause of the outage.

This incident comes as the telco continues to deal with the fallout from its catastrophic Triple Zero outage earlier this month, which affected customers across South Australia and Western Australia and has been linked to three deaths.

Optus is bracing for a wave of customer losses and long-lasting reputational damage following the outage. Industry insiders warn that the telco’s credibility has been severely damaged and its governance failures exposed.

Chief Executive Stephen Rue has attributed the breakdown to human error by staff in Australia and India. He explained that network engineers did not follow key steps previously undertaken during similar upgrades.

“To be very clear: Optus is accountable for the operations of its network,” Rue stated.
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