Telstra has confirmed an issue which prevented thousands of people from making phone calls or using mobile data across Australia on Monday and Tuesday, although it says the actual 3G and 4G networks did not experience an outage.
Fairfax Media understands a complication with Telstra’s wholesale platform led to a small percentage, but still thousands, of mobile virtual network operator (MVNO) customers being unable to access the telco’s services.
MVNOs are telcos that use the Telstra network to sell phone plans on to customers.
“There is no issue with Telstra’s 3G and 4G network,” a Telstra spokesperson said in a statement.
“There was a vendor platform issue that impacted mobile virtual network operating services for a small number of wholesale customers.
“The majority of those services have already been restored. We apologise to these wholesale customers for any inconvenience.”
Telstra did not name any companies affected, but MVNOs using Telstra’s network include Woolworths Mobile, TeleChoice and Lyca. Belong Mobile and ALDI confirmed to disgruntled customers via Twitter that there was an issue affecting service.
ALDImobile have confirmed that the majority of services have been restored, full restoration is expected at 12:00. You will need to restart your device. Apologies for the inconvenience caused.
— ALDI Australia (@ALDIAustralia) June 19, 2018
Sorry that you are not able to use your phone service, Hendri. There is a mobile issue that’s affecting customers. If you’re impacted, please know that we’re looking into the cause right now and we’ll get you back up and running as soon as we can.
— Let’s Belong (@LetsBelong) June 19, 2018
The issue comes at a sensitive time for Telstra, as the company prepares to deliver a strategy update to investors on Wednesday.
Telstra’s own outages website, which monitors issues related to the company’s own services and not MVNOs, was reporting “intermittent service” at a number of capital city locations on Tuesday. It’s unclear if this is related to the same wholesale platform issue.
Outage-tracking website Aussie Outages registered an uptick in Telstra complaints on Tuesday, but nothing to indicate a widespread issue.
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