Telstra customers forced to reset modems after NBN, ADSL outage

Some customers are being told to reset their modems in order to access NBN and ADSL services after Telstra's Friday outage.
Written by Corinne Reichert, Contributor

The effects from Telstra's outage of National Broadband Network (NBN) and ADSL services on Friday continue to be experienced, with some customers complaining over social media that they still cannot connect.

Telstra has said it is directly contacting customers still experiencing the impacts of the outage, with some users being advised to reset their modem.

"While the network issue has been resolved relating to Friday's NBN issue, we are still working with a small number of customers who are having modem issues, and we apologise for the frustration and inconvenience this is causing," a Telstra spokesperson said.

"If you have a Telstra TG587, TG797, or TG799 modem that has not reconnected to the network after a restart, please visit our CrowdSupport page for instructions on resetting your modem.

"If you have followed these instructions and are still having connection problems, please contact us on 133 933 (ADSL) or 1800 834 273 (NBN) so we can troubleshoot your issue further."

Telstra's NBN and ADSL outage was due to a "complex" network management device fault.

"Following disruption to some NBN voice and data services and ADSL services today, all services were restored just before 7pm EST this evening," a spokesperson said in a statement on Friday night.

"The issue we identified is extremely complex, but in simple terms, there was a fault with the device that manages the interaction between our network and all of the different types of customer modems."

The spokesperson added that Telstra will be providing more data as compensation.

"We understand this has been frustrating for affected customers, and we will be providing them with some additional data," Telstra said.

"We will contact them directly and provide more details."

The incident on Friday was prevalent throughout New South Wales, Queensland, Western Australia, the Northern Territory, and South Australia, with the telecommunications provider saying that a "significant restoration" of services had occurred by 11am AEST.

"Customers with NBN voice and data services and ADSL services may be having difficulty connecting to the internet," a Telstra spokesperson said at the time.

"The issue commenced early this morning, and is impacting NBN-based services and a small number of ADSL services. Services are in the process of being restored."

Telstra customers on Sunday also lost mobile data services after a hardware fault.

ZDNet understands that Sunday's outage was an intermittent issue affecting 3G services and some 4G services mainly in NSW, although several customers across Melbourne, Brisbane, and Perth were also affected.

"Some mobile customers may have experienced a brief interruption to their data services [Sunday] morning," a Telstra spokesperson said.

"The issue affected customers in NSW mainly, as well as some other states.

"The issue was caused by faulty hardware, which has been isolated."

All services were restored within two hours.

Australia's incumbent telco has had a rough start to 2016, with customers subjected to three other outages over a period of six weeks: The first on February 22, which affected prepaid and post-paid mobile services and was caused by "embarrassing human error"; the second on March 17, which involved an hours-long national mobile data and voice outage; and the third on March 22, which was a smaller voice outage.

Telstra has since committed to spending an additional AU$50 million on improving the monitoring and recovery times of its network.

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