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Tropical Cyclone Debbie - Telstra Service Update

by Community Manager on ‎27-03-2017 06:21 PM - last edited yesterday by Community Manager
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SERVICE RESTORATION DETAILS FOR AREAS IMPACTED BY TROPICAL CYCLONE DEBBIE - 27th April

 

Tropical Cyclone Debbie has damaged Telstra infrastructure which is affecting customers’ Home Phone and ADSL services in parts of Northern New South Wales, South East Queensland and Northern Queensland. In most cases, the repair work is complex due to the damage done to cables, pits, pillars and roadside cabinets. A lot of this infrastructure has been washed away, severed or become water-logged and needs to be replaced. Already, we have restored thousands of customers’ services, but it will take several weeks to repair all of the damage and all of the faults. We thank customers for their patience and understanding - we are working as quickly as possible.

 

There is a single outage affecting Home Phone and ADSL services in parts of each location listed below. To check when each outage is expected to be fixed please refer to the table.

 

LOCATION OF OUTAGE

Expected restoration date

Yatala, Nunderi, Fernvale, Nimbin, Coffee Camp

 

27 April

Goodwood,  The Risk, Cougal, Loadstone, South Gundurimba, West Ballina

 

28 April

Upper Burringbar, Tintenbar, Marrickville,  South Murwillumbah, Murwillumbah

 

1 May

Mount Morgan, Waterford, Crestmead

 

2 May

Beenleigh, Bahrs Scrub, Holmview, Eidsvold East,  Owens Creek, Finch Hatton, Home Hill, Carstairs, Inala, Everton Park, Strathdickie, Bellbird Park, Augustine Heights

 

4 May

Heifer Station, Lilydale, Copmanhurst, Lismore, Tullera

8 May

 

TROPICAL CYCLONE DEBBIE UPDATE – 6pm Wednesday 5 April

 

Telstra has announced assistance packages for its residential and small business customers who have lost services due to severe damage and flooding in the wake of Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

Power has been restored to the majority of network sites in North Queensland, South-East Queensland and Northern NSW. We hope to restore power to the remaining sites in the next few days.

 

Our recovery efforts will start to focus on fixing the Telstra infrastructure that connects our Network sites to our customers’ premises - underground cables, roadside cabinets, pillars and pits.

 

The extreme weather and flooding has severed and washed away cables, joints have been corroded and many of our pits and roadside cabinets have been water logged. In other areas that are still underwater, our infrastructure remains submerged and we don’t yet know the full extent of the damage.

 

There will also be individual customer faults from weather damage to homes and businesses that we are not yet aware of that will be reported by customers over the coming days.

 

We’re already seeing a significant increase in the number of faults reported by customers as the power comes back on. We expect the fault volumes will continue to rise across North Queensland, Brisbane, south east Queensland and northern New South Wales.

 

In addition to the field technicians we already have in the affected areas, we have mobilised more technicians from parts of Queensland that weren’t affected by the Cyclone. We’re also bringing in more resources from other parts of the country to help with our recovery efforts.

 

Our teams will be working around the clock to repair the cables and fix the faults, but is it going to take time. Given the number of faults caused by the weather, our teams are likely to remain in Queensland and northern New South Wales for the next few months.

 

We know this is an extremely difficult time for our customers and the communities that have been affected. We are doing everything we can to get you connected as quickly as possible and we will continue to keep you updated on our progress.

 

  • Areas currently with the largest PTSN impact are: (Central Qld) Mackay West, Seaforth, Dalrymple Heights, Andergrove. (SE Qld) Beenleigh, Caloundra, Jamboree Heights, Noosaville. (Nth NSW) Uki, Ocean Shores.
  • Areas currently with the largest ADSL impact are: (Central Qld) Moranbah, Seaforth, Queens Beach. (SE Qld) Pomona, Yatala, Jimboomba. (Nth NSW) Uki.
  • Some of the impacted mobile sites are: (Central Qld) Mackay East, Dryander, Joes Hill, Moranbah West. (SE Qld) Urangan South, Willawong. (Nth NSW) Alstonville.

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/

 

TROPICAL CYCLONE DEBBIE UPDATE – 5.30pm Tuesday 4 April

 

Telstra has announced assistance packages for its residential and small business customers who have lost services due to severe damage and flooding in the wake of Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

The ongoing restoration of power and improved access to areas has enabled our teams to restore PSTN, Mobile and ADSL services in a number of areas across North Queensland, South-East Queensland and Northern NSW.

 

We expect there will be a lot of water damage to Telstra infrastructure that feeds our customers’ services - cables could be severed and washed away and pits and cabinets are likely to be submerged in water. We also know there will be individual customer faults from weather damage to homes and businesses that we are not yet aware of that will be reported by customers over the coming days.

 

While our technicians will be working as quickly as possible to restore these services, it may take some time. A number of road closures remain in place and there is still a lot of debris and other hazards on the roads.

 

In addition to our existing field workforce that are based in the areas impacted by the Cyclone, we have mobilised a number of technicians from other parts of Northern Queensland to assist with the recovery and restoration efforts. In the coming days we will look to bring more field resources from other States.

 

Flood waters are expected to peak at nine metres in Rockhampton later this week. There are a number of preparation works that are underway at the Rockhampton exchange and surrounding mobiles infrastructure sites. Additional generators and fuel are being placed at each site, and sandbagging is occurring to protect network assets.

 

A customer support team will be available in Airlie Beach (near Woolworths) and Proserpine (at the Centre shopping centre) until Thursday. The team will be assisting customers with the Telstra Assistance Package, in addition to providing spare chargers, Wi-Fi hotspots and Pre-Paid Devices.

 

  • Areas currently with the largest PTSN impact are: (Central Qld) Condon, Cannon, Cannonvale, Mackay, Dalrymple Heights and Eimo. (SE Qld) Beenleigh, Jimboomba, Yatala, Bethania and Noosaville. (Nth NSW) Uki, Ocean Shores, Murwillumbah.
  • Areas currently with the largest ADSL impact are: (Central Qld) Marian, Cannonvale, Moranbah and Queens Beach. (SE Qld) Mount Glorious and Jimboomba. (Nth NSW) Uki.
  • Some of the impacted mobile sites are: (Central Qld) Brandon, Farleigh, Joes Hill, Shute Harbour and Slade Point. (SE Qld) Deception Bay South, Willawong, Burbank West, Cypress Gardens. (Nth NSW) Alstonville.

Areas where the largest service restoration has occurred today in Nth/Central Qld are:

 

  • PSTN - Slade Point, Rural View, Inkerman, Mackay Harbour, Mcewens Beach, Ilbilbie, Dingo Beach, Cannon Valley, Cannonvale.
  • ADSL- Cannon Valley, Woowark, Bowen, Ilbilbie
  • Mobiles - Jubilee Pocket/Airlie Beach, Calen, Mackay Harbour

Areas where the largest service restoration has occurred today in South East Qld are:

 

  • PSTN - Avoca, Noosaville, Chambers Flat, Eudlo, Laidley, Marsden, Bundaberg, Mundoolun, Wombyr, Forest Lake, Mooloolaba, Bethania and Tingalpa
  • ADSL - Spring Hill, Bethania, Mundoolun
  •  Mobiles - Dundowran

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/

 


TROPICAL CYCLONE DEBBIE UPDATE – 6pm Monday 3 April

Telstra has announced assistance packages for its residential and small business customers who have lost services due to severe damage and flooding in the wake of Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

Our field teams have been working with the Emergency Services to access priority Network sites – exchange buildings and network sites - to refuel emergency generators and recharge back-up batteries. This has enabled us to restore PSTN, Mobile and ADSL services in a number of areas across North Queensland, South-East Queensland and Northern NSW. The progressive return of commercial power will continue to assist with service restoration.

 

Our field techs have been able to reach several areas that have not been accessible because of flooding or debris on the roads. We expect there will be a lot of water damage to Telstra infrastructure that feeds our customers’ services - cables will be severed and washed away and pits and cabinets are likely to be submerged in water. We also know there will be individual customer faults from weather damage to homes and businesses that we are not yet aware of that will be reported by customers over the coming days.

 

While our technicians will be working as quickly as possible to restore these services, it may take some time. A number of road closures remain in place and there is still a lot of debris and other hazards on the roads. The safety of our people is the number one priority and as soon as it is safe to reach these areas our teams will do so.

 

In addition to our existing field workforce that are based in the areas impacted by the Cyclone, we have mobilised a number of technicians from other parts of Northern Queensland to assist with the recovery and restoration efforts. In the coming days we will look to bring more field resources from other States.

 

Flood waters are expected to peak at nine metres in Rockhampton later this week. There are a number of preparation works that are underway at the Rockhampton exchange and surrounding mobiles infrastructure sites. Additional generators and fuel are being placed at each site, and sandbagging is occurring to protect network assets.

 

A customer support team will be available in Airlie Beach (near Woolworths) and Proserpine (at the Centre shopping centre) until Thursday. The team will be assisting customers with the Telstra Assistance Package, in addition to providing spare chargers, Wi-Fi hotspots and Pre-Paid Devices.

 

All our stores in QLD are operational, except the Whitsundays store which is operating out of a Store on Wheels – store staff can assist with the relief package and interim services.

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/



TROPICAL CYCLONE DEBBIE UPDATE – 9am Monday April 3
 

Telstra has announced assistance packages for its residential and small business customers who have lost services due to severe damage and flooding in the wake of Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.


The restoration of commercial power to parts of Northern Queensland continues slowly. The loss of A/C mains power is still causing the biggest impact to customers’ services.

A number of road closures remain in place and there is still a lot of debris and other hazards on the roads. These factors continue to restrict our ability to access these affected areas to commence restoration work.


The after-effects of Cyclone Debbie are also being felt in other parts of Queensland and Northern NSW. Flooding and the loss of power have caused considerable loss of service in South East Queensland – from Gladstone down to Brisbane, to the Gold Coast and parts of Northern NSW.


There are considerable impacts to PSTN, ADSL, Mobile, Foxtel and BigPond services across Queensland and Northern NSW. We are working to restore these services as soon as the circumstances allow.

As soon as A/C mains power is restored and the water recedes in these areas, our teams will provide temporary power to our network sites.

We have a number of extra resources ready to go including three Cells on Wheels to provide enhanced mobile coverage; a Mobile Exchange on Wheels; a mobile store on wheels, additional portable generators; and other equipment including Wi-Fi hotspots and additional satellite phones.


A customer support team will be available in Airlie Beach (near Woolworths) and Proserpine (at the Centre shopping centre) until Thursday. The team will be assisting customers with the Telstra Assistance Package, in addition to providing spare chargers, Wi-Fi hotspots and Pre-Paid Devices.


All our stores in QLD are operational, except the Whitsundays store which is operating out of a Store on Wheels – store staff can assist with the relief package and interim services.


Areas currently with the largest PTSN impact are: Conway, Cannon, Armstrong Beach, Seaforth, Armstrong Beach, Slade Point, Mackay, Avoca, Biggera Waters, Peregian Beach, Maroochy River, New Beith, Beenleigh, Bundaberg, Howard, Uki, Ocean Shores, Murwillumbah, Mooball and Kunghur.


Areas currently with the largest ADSL impact are: Uki, Marian, Eimeo, Moranbah, Cannon Valley, Avoca, Peregian Beach, Biggera Waters, and Pomona.


Some of the impacted mobile sites are: Homebush, Mackay Harbour, Hamilton Island, Black Mountain, Dundowran, Willawong, Cooroy Water Tower, Avoca, Howard, Bundaberg and Alstonville.

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/


TROPICAL CYCLONE DEBBIE UPDATE – 8pm Sunday April 2

  

Telstra has announced assistance packages for its residential and small business customers who have lost services due to severe damage and flooding in the wake of Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

The restoration of commercial power to parts of Northern Queensland continues slowly. The loss of A/C mains power is still causing the biggest impact to customers’ services.

 

A number of road closures remain in place and there is still a lot of debris and other hazards on the roads. These factors continue to restrict our ability to access these affected areas to commence restoration work.

 

The after-effects of Cyclone Debbie are also being felt in other parts of Queensland and Northern NSW. Flooding and the loss of power have caused considerable loss of service in South East Queensland – from Gladstone down to Brisbane, to the Gold Coast and parts of Northern NSW.

 

There are considerable impacts to PSTN, ADSL, Mobile, Foxtel and BigPond services across Queensland and Northern NSW. We are working to restore these services as soon as the circumstances allow.

 

As soon as A/C mains power is restored and the water recedes in these areas, our teams will provide temporary power to our network sites. Without knowing the full impact, this could still take some time.

 

We have a number of extra resources ready to go including:

  • three Cells on Wheels to provide enhanced mobile coverage
  • a Mobile Exchange on Wheels
  • a mobile store on wheels
  • additional portable generators
  • other equipment including Wi-Fi hotspots and additional satellite phones.

 A customer support team today moved from Bowen to Airlie Beach. The team will be assisting customers with the Telstra Assistance Package, in addition to providing spare chargers, Wi-Fi hotspots and Pre-Paid Devices. The customer support team at Airlie Beach will be near Woolworths from 9am.

 

There is also a customer support team at Proserpine at the Centro shopping centre from 8am.

 

  • Areas currently with the largest PTSN impact are Seaforth, Koumala, Eton, Finch Hatton, Eimeo, Marian, Armstrong, Mirani, The Leap, Avoca, Maroochy River, New Beth, Camp Hill, Howard, Tweed Heads South, Uki, Ocean Shores, Murwillumbah, Mooball and Kunghur.

 

  • Areas currently with the largest ADSL impact are Burrum Heads, Airlie Beach, Mirani, Moranbah, Eimeo, Walkerston, Finch Hatton, Cannon Valley, Peregian Beach, Avoca, Biggera Waters, Maroochy River, Howard and Uki.

 

Some of the impacted mobile sites are: Marion, Homebush, Howard, Farleigh, Barrata, Black Mountain, Albany Creek South, Cooroy Water Tower, Avoca, Deception Bay, Wamuran, Alstonville and Parrots Nest.

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/

 

TROPICAL CYCLONE DEBBIE UPDATE – 11am Sunday April 2

 

Telstra has announced assistance packages for its residential and small business customers who have lost services due to severe damage and flooding in the wake of Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

The restoration of commercial power to parts of Northern Queensland has continued to be slow. The loss of A/C mains power is still causing the biggest impact to customers’ services.

 

A number of road closures remain in place and there is still a lot of debris and other hazards on the roads. These factors continue to restrict our ability to access these affected areas to commence restoration work.

 

The after-effects of Cyclone Debbie are also being felt in other parts of Queensland and Northern NSW. Flooding and the loss of power have caused considerable loss of service in South East Queensland – from Gladstone down to Brisbane, to the Gold Coast and parts of Northern NSW.

 

There are considerable impacts to PSTN, ADSL, Mobile, Foxtel and BigPond services across Queensland and Northern NSW.

 

As soon as A/C mains power is restored and the water recedes in these areas, our teams will provide temporary power to our network sites. Without knowing the full impact, this could still take some time.

 

We have a number of extra resources ready to go including

  • three Cells on Wheels to provide enhanced mobile coverage
  • a Mobile Exchange on Wheels
  • a mobile store on wheels
  • additional portable generators
  • other equipment including Wi-Fi hotspots and additional satellite phones.

 

A customer support team has today moved from Bowen to Airlie Beach. The team will be assisting customers with the Telstra Assistance Package, in addition to providing spare chargers, Wi-Fi hotspots and Pre-Paid Devices. The customer support team at Airlie Beach will be near Woolworths from 9am.

 

There is also a customer support team at Proserpine at the Centro shopping centre from 8am.

 

  • Areas currently with the largest PTSN impact are Seaforth, Finch Hatton, Eimeo, Marian, Alligator Creek, Airlie Beach, Albany Creek, Camp Hill, Beenleigh, Acacia Ridge, Jimboomba and Howard.

 

  • Areas currently with the largest ADSL impact are Airlie Beach, Walkerston, Moranbah, Seaforth, Cannon Valley, Avoca, Biggera Waters, Maroochy River, and Logan Research.

 

Some of the impacted mobile sites are: Baratta, Connors River, Mount Julian, Mackay East, Koumala, Albany Creek South, Burbank West, Logan Reserve, Musgrave Hill, and Yandina

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/

 

TROPICAL CYCLONE DEBBIE UPDATE – 7.30pm Saturday 1 April

 

Telstra has announced assistance packages for its residential and small business customers who have lost services due to severe damage and flooding in the wake of Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

The restoration of commercial power to parts of Northern Queensland has continued to be slow. The loss of A/C mains power is still causing the biggest impact to customers’ services.

 

A number of road closures remain in place and there is still a lot of debris and other hazards on the roads. These factors continue to restrict our ability to access these affected areas to commence restoration work.

 

The after-effects of Cyclone Debbie are now being felt in other parts of Queensland and Northern NSW. Flooding and the loss of power have caused considerable loss of service in South East Queensland – from Gladstone down to Brisbane, to the Gold Coast and parts of Northern NSW.

 

There are considerable impacts to PSTN, ADSL, Mobile, Foxtel and BigPond services across Queensland and Northern NSW.

 

As soon as A/C mains power is restored and the water recedes in these areas, our teams will provide temporary power to our network sites. Without knowing the full impact, this could still take some time.

 

We have a number of extra resources ready to go including

  • three Cells on Wheels to provide enhanced mobile coverage
  • a Mobile Exchange on Wheels
  • a mobile store on wheels
  • additional portable generators
  • other equipment including Wi-Fi hotspots and additional satellite phones.

 

A customer support team has been set up in Bowen (Centre Point Plaza Shopping Centre - Herbert St & The Soldiers Rd) and tomorrow will move to Airlie Beach. The team will be assisting customers with the Telstra Assistance Package, in addition to providing spare chargers, Wi-Fi hotspots and Pre-Paid Devices. The customer support team at Airlie Beach will be at the Centro Shopping Centre at Cannonvale from 8am-4pm.

 

There is also a customer support team at Proserpine (outside Woolies) operating from 10am-3pm.

 

  • Areas currently with the largest PTSN impact are Landsborough, Coolum Beach, Palmwoods, Avoca, Nebo, Seaforth, Finch Hatton, Mirani, Sarina, Airlie Beach.

 

  • Areas currently with the largest ADSL impact are Avoca, Landsborough, Eumundi, Airlie Beach, Cannon Vale, Shute Harbour, Slade Point, Moranbah.

 

Some of the impacted mobile sites are: Albany Creek South, Asciano Nebo, Aurizon Tierawoomba, Baffle Creek, Baratta, Blackwater Mine, Bucasia Exchange, Burbank, Burbank West, Burrum Heads, Caloundra State Forest, Carborough Range, Carmila, Cedar Creek, Connors River, Cooroy Water Tower, Daydream Island, Deception Bay South, Dingo Beach, East Brisbane, Eimeo, Farleigh, Flame Tree Creek, Frenchville Water Reservoir, Guanaba, Hail Creek Mine, Hamilton Island, Hamilton Island, Hamilton Island South, Hayman Island, Homebush, Joes Hill, Kunapipi Springs, Langothlin, Logan Reserve, Mackay Harbour, Marcoola, Marcus Beach, Marian, Mirani, Mirani Water Tank, Moranbah East, Mount Blackwood, Mount Glorious, Mount Julian, Mundubbera, Musgrave Hill, Noosa Reservoir, Panorama Heights, Park Ridge East, Radar Hill, Ransome, Rochedale, Rochedale East, Sarina, Sippy Downs North, South Walker Creek Mine, Spencers Gap, Tallebudgera Exchange, Tanawha, The Black Mountain, Thornlands North, Valkyrie, Wamuran, Willawong, Yandina, Yatala Industrial Estate, Alstonville & Parrots Nest.

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/

 

 

TROPICAL CYCLONE DEBBIE UPDATE – 3.30pm Saturday 1 April

 

Telstra has announced assistance packages for its residential and small business customers who have lost services due to severe damage and flooding in the wake of Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

The restoration of commercial power to parts of Northern Queensland has continued to be slow. The loss of A/C mains power is still causing the biggest impact to customers’ services.

 

A number of road closures remain in place and there is still a lot of debris and other hazards on the roads. These factors continue to restrict our ability to access these affected areas to commence restoration work.

 

The after-effects of Cyclone Debbie are now being felt in other parts of Queensland and Northern NSW. Flooding and the loss of power have caused considerable loss of service in South East Queensland – from Gladstone down to Brisbane, to the Gold Coast and parts of Northern NSW.

 

There are considerable impacts to PSTN, ADSL, Mobile, Foxtel and BigPond services across Queensland and Northern NSW.

 

As soon as A/C mains power is restored and the water recedes in these areas, our teams will provide temporary power to our network sites. Without knowing the full impact, this could still take some time.

 

We have a number of extra resources ready to go including

  • three Cells on Wheels to provide enhanced mobile coverage
  • a Mobile Exchange on Wheels
  • a mobile store on wheels
  • additional portable generators
  • other equipment including Wi-Fi hotspots and additional satellite phones.

 

A customer support team is now set up in Bowen (Centre Point Plaza Shopping Centre - Herbert St & The Soldiers Rd). The team will be assisting customers with the Telstra Assistance Package, in addition to providing spare chargers, Wi-Fi hotspots and Pre-Paid Devices. This service will finish at the end of today and the team will move to Airlie Beach tomorrow.

 

There is also a customer support team at Proserpine (outside Woolies) operating from 10am-3pm.

 

The customer support team at Airlie Beach starting Sunday will be at the Centro Shopping Centre at Cannonvale from 8am-4pm.

 

  • Areas currently with the largest PTSN impact are Landsborough, Coolum Beach, Palmwoods, Avoca, Nebo, Seaforth, Finch Hatton, Mirani, Sarina, Airlie Beach, Moobill and The Risk.

 

  • Areas currently with the largest ADSL impact are Avoca, Landsborough, Eumundi, Airlie Beach, Cannon Vale, Shute Harbour, Slade Point, Moranbah and Murwillumbah.

 

Some of the impacted mobile sites are: Whitsundays, Tungamull, Keppel Sands, Dingo Beach, Woodwark, Cannonvale, Mackay West, Jubilee  Pocket, Airlie Beach, Proserpine, Mount Julian, Collinsville, Mackay East, South, West, Midge Point, Homebush, Eimeo, Blue Mountain, Farleigh, Moranbah, Bucasia, Koumala, Bogie, Marian, Kuttabul, Beaconsfield, Nebo, Hay Point, Paget,  Sarina, Farleigh, Erakala, Walkerton, Saint Lawrence, Finch Hatton, Bowen, Mackay, Dalrymple Heights, Hayman Island, Whitsundays, Cape Conway, Hamilton Island, Mirani, Hampden, Eton, Mirani, Lotus Creek, Carmila, Seaforth, Grasstree Beach, Nebo, Hay Point, Valkyrie, Coppabella, Daydream Island, Clarke Creek, Queensbeach, Giru, Kabra, Clairview, Middlemount, Duaringa, Westwood, Blackwater, Alstonville & Parrots Nest.

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/

 

 

TROPICAL CYCLONE DEBBIE UPDATE – 10.30am Saturday 1 April

 

The restoration of commercial power to parts of Northern Queensland has continued to be slow. The loss of A/C mains power is still causing the biggest impact to customers’ services.

 

A number of road closures remain in place and there is still a lot of debris and other hazards on the roads. These factors continue to restrict our ability to access these affected areas to commence restoration work

 

The after-effects of Cyclone Debbie are now being felt in other parts of Queensland and Northern NSW. Flooding and the loss of power have caused considerable loss of service in South East Queensland overnight – from Gladstone down to Brisbane, to the Gold Coast and parts of Northern NSW.

 

Telstra has announced an assistance package for its residential and small business customers in Northern NSW who have lost services due to severe flooding. An assistance package for its residential and small business customers in Northern Queensland was announced on Thursday. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

A customer support team is now set up in Bowen (Centre Point Plaza Shopping Centre - Herbert St & The Soldiers Rd). The team will be assisting customers with the Telstra Assistance Package, in addition to providing spare chargers, Wi-Fi hotspots and Pre-Paid Devices. Another team is on the way to Proserpine.

 

There are considerable impacts to PSTN, ADSL, Mobile, Foxtel and BigPond services across Queensland and Northern NSW.

 

As soon as A/C mains power is restored and the water recedes in these areas, our teams will provide temporary power to our network sites. Without knowing the full impact, this could still take some time.

 

We have a number of extra resources ready to go including

  • three Cells on Wheels to provide enhanced mobile coverage
  • a Mobile Exchange on Wheels
  • a mobile store on wheels
  • additional portable generators
  • other equipment including Wi-Fi hotspots and additional satellite phones.

 

  • In Central QLD the main impact to ADSL services is in Marian, Eimeo, Moranbah, Walkerston and Cannon Valley.

 

  • The main impact to PSTN services is in Nebo, Queens Beach, The Leap, Farleigh, Walkerston and Mirani.

 

  • In South Eastern QLD the main impact to ADSL services is in Peregian Beach, Avoca, Landsborough, Greenbank, Woombye and Eumundi.

 

  • The main impact to PSTN services is in Tin Can Bay, Rainbow Beach, Eumundi, Burrum Heads and Maroochy River.

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page -http://servicestatus.telstra.com/

 

TROPICAL CYCLONE DEBBIE UPDATE – 5pm Friday 31 March

 

Throughout Friday, the restoration of commercial power to parts of Northern Queensland has continued to be slow. The loss of A/C mains power is still causing the biggest impact to customers’ services.

 

A number of road closures remain in place and there is still a lot of debris and other hazards on the roads. These factors continue to restrict our ability to access these affected areas to commence restoration work

 

The after effects of Cyclone Debbie are now being felt in other parts of Queensland and Northern NSW as the storm front moves south. Flooding and the loss of power have caused considerable loss of service in South East Queensland overnight – from Gladstone down to Brisbane, to the Gold Coast and parts of Northern NSW.

 

Telstra has today announced an assistance package for its residential and small business customers in Northern NSW who have lost services due to severe flooding. An assistance package for its residential and small business customers in Northern Queensland was announced on Thursday.

 

Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

A customer support team is now set up in Bowen (Centre Point Plaza Shopping Centre - Herbert St & The Soldiers Rd). The team will be assisting customers with the Telstra Assistance Package, in addition to providing spare chargers, Wi-Fi hotspots and Pre-Paid Devices. Another team is on the way to Proserpine.

 

There are considerable impacts to PSTN, ADSL, Mobile, Foxtel and BigPond services across Queensland and Northern NSW.

 

  • Areas in Nth Qld with the biggest PSTN impact are: Eimeo, Marian, Koumala, Farleigh, Walkerston, Mirani;

 

  • Areas in Nth Qld with the biggest ADSL impact are: Moranbah, Mirani, Mackay North, Slade Point, Marian;

 

  • Areas in Sth Qld/Nth NSW with the biggest PSTN impact are: Avoca, Howard, Closeburn, Toorbul, Maroochy River;

 

  • Areas in Sth Qld/Nth NSW with the biggest ADSL impact are: Avoca, Bundaberg, Gooburrum, Peregian Beach, Beerwah.

 

Mobile sites affected include: 

 

QLD CENTRAL COAST

Koumala, Finch Hatton, Dingo Beach, Woodwark, Mt Mary, Mackay Harbour, Dalrymple Heights, Hayman Island, Mackay Central, Airlie Beach

 

QLD SOURTHERN COAST

Burbank, Coolum South, Holland Park West, Marcus Beach, Panorama Heights, Avoca, Howard, Closeburn, Toorbul, Maroochy River

 

NORTHERN NSW

Alstonville, Parrots Nest, The Risk

 

 We will continue to provide customers with regular updates via the link on the Telstra Service Status Page -http://servicestatus.telstra.com/

 

 

 

TROPICAL CYCLONE DEBBIE UPDATE – 10.00am Friday 31 March

 

  • The restoration of commercial power to parts of Northern Queensland is slowly progressing. However, the loss of A/C mains power is still causing the biggest impact to customers’ services. 

 

  • A number of number of road closures remain in place and there is still a lot of debris and other hazards on the roads. These factors continue to restrict our ability to commence any restoration activity. 

 

  • The after effects of Cyclone Debbie are now being felt in other parts of Queensland as the storm front moves south. Flooding and the loss of power has caused considerable loss of service in South East Queensland overnight – from Gladstone down to Brisbane, to the Gold Coast and parts of Northern NSW.

 

  • There are considerable impacts to PSTN, ADSL, Mobile, Foxtel and BigPond services across Queensland and Northern NSW.

 

As soon as A/C mains power is restored and the water recedes in these areas, our teams will provide temporary power to our network sites. Without knowing the full impact, this could still take some time.

 

Our community recovery vehicle is expected to arrive in Bowen today. It can charge up to 50 customers' mobiles at once and has a number of facilities for people to make free calls. Our team of 10 Telstra staff will also be able to help customers access our assistance package. 

 

We have a number of extra resources ready to go including

 

  • three Cell on Wheels to provide enhanced mobile coverage
  • a Mobile Exchange on Wheels
  • a mobile store on wheels
  • additional portable generators
  • other equipment including Wi-Fi hotspots and additional satellite phones.

 

Telstra has announced an assistance package for its residential and small business customers in Northern Queensland who have lost services or have been evacuated due to Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

  • Areas with the largest PTSN impact are at Eimeo, Bucasia, Gargett, Cannon Valley, Hay Point, Finch Hatton 

 

  • Areas with the largest ADSL impact are at Mackay North, Airlie Beach, Marian and Bucasia 

 

There are 117 physical mobile sites affected including 115 x 3G base stations and 68 x 4G base stations. Some of the impacted sites are: Whitsundays, Tungamull, Keppel Sands, Dingo Beach, Woodwark, Cannonvale, Mackay West, Jubilee  Pocket, Airlie Beach, Proserpine, Mount Julian, Collinsville, Mackay East, South, West, Midge Point, Homebush, Eimeo, Blue Mountain, Farleigh, Moranbah, Bucasia, Koumala, Bogie, Marian, Kuttabul, Beaconsfield, Nebo, Hay Point, Paget,  Sarina, Farleigh, Erakala, Walkerton, Saint Lawrence, Finch Hatton, Bowen, Mackay, Dalrymple Heights, Hayman Island, Whitsundays, Cape Conway, Hamilton Island, Mirani, Hampden, Eton, Mirani, Lotus Creek, Carmila, Seaforth, Grasstree Beach, Nebo, Hay Point, Valkyrie, Coppabella, Daydream Island, Clarke Creek, Queensbeach, Giru, Kabra, Clairview, Middlemount, Duaringa, Westwood, Blackwater.

  

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/

 

 

TROPICAL CYCLONE DEBBIE UPDATE – 3.45pm Thursday 30 March

 

Storms, destructive winds and heavy rain has continued to fall in North Queensland overnight. There are a number of road closures and debris on the roads which has so far restricted our ability to commence any restoration activity. 

 

The loss of A/C mains power is causing the biggest impact to customers’ services. Due to the severity of the Cyclone and without knowing the full impact, A/C power restoration could take a number of days. As soon as our teams can access the affected areas, we will provide temporary power to our network sites. 

 

We have a number of extra resources ready to go in the area including three Cell on Wheels to provide enhanced mobile coverage; a Mobile Exchange on Wheels; a mobile store on wheels, additional portable generators; and other equipment including Wi-Fi hotspots and additional satellite phones.

 

Telstra has announced an assistance package for its residential and small business customers in Northern Queensland who have lost services or have been evacuated due to Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

  • Areas with the largest PTSN impact are at Eimeo, Bucasia, Gargett, Cannon Valley, Hay Point, Finch Hatton 

 

  • Areas with the largest ADSL impact are at Mackay North, Airlie Beach, Marian and  Bucasia 

 

  • There are 68 physical mobile sites affected including 63 x 3G base stations and 41 x 4G base stations. Some of the impacted sites are: Whitsundays, Tungamull, Keppel Sands, Dingo Beach, Woodwark, Cannonvale, Mackay West, Jubilee  Pocket, Airlie Beach, Proserpine, Mount Julian, Collinsville, Mackay East, South, West, Midge Point, Homebush, Eimeo, Blue Mountain, Farleigh, Moranbah, Bucasia, Koumala, Bogie, Marian, Kuttabul, Beaconsfield, Nebo, Hay Point, Paget,  Sarina, Farleigh, Erakala, Walkerton, Saint Lawrence, Finch Hatton, Bowen, Mackay, Dalrymple Heights, Hayman Island, Whitsundays, Cape Conway, Hamilton Island, Mirani, Hampden, Eton, Mirani, Lotus Creek, Carmila, Seaforth, Grasstree Beach, Nebo, Hay Point, Valkyrie, Coppabella, Daydream Island, Clarke Creek, Queensbeach, Giru, Kabra, Clairview, Middlemount, Duaringa, Westwood, Blackwater.

  

Local teams are preparing to visit evacuation centres when it is safe, and have collected a range of phone chargers, interim devices and spare SIM cards to distribute to customers.

 

The Telstra stores at MacKay, Ayr and Townsville are open. The Whitsunday store remains closed. 

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/

 

TROPICAL CYCLONE DEBBIE UPDATE – 10.30am Thursday 30 March

 

Storms, destructive winds and heavy rain has continued to fall in North Queensland overnight. There are a number of road closures and debris on the roads which has so far restricted our ability to commence any restoration activity. 

 

The loss of A/C mains power is causing the biggest impact to customers’ services. Due to the severity of the Cyclone and without knowing the full impact, A/C power restoration could take a number of days. As soon as our teams can access the affected areas, we will provide temporary power to our network sites. 

 

We have a number of extra resources ready to go in the area including

  • three Cell on Wheels to provide enhanced mobile coverage
  • a Mobile Exchange on Wheels
  • a mobile store on wheels
  • additional portable generators
  • other equipment including Wi-Fi hotspots and additional satellite phones.

 

Telstra has announced an assistance package for its residential and small business customers in Northern Queensland who have lost services or have been evacuated due to Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

  • Areas with the largest PTSN impact are at Eimeo, Bucasia, Gargett, Cannon Valley, Giru, Finch Hatton 

 

  • Areas with the largest ADSL impact include Eimeo, Slade Point, Airlie Beach, Moranbah, Bucasia 

 

  • There are 64 physical mobile sites affected including 64 x 3G base stations and 36 x 4G base stations. Some of the impacted sites are: Collinsville, Miltons Lookout. Mount Carlton Mine R/T, Bucasia Exchange, Flame Tree Creek, Dingo Beach, Mackay Central, Marian, Mornabah East, Mount Nutt, South Paget, Proserpine Airport, Seaforth, Woodwark

  

Local teams are preparing to visit evacuation centres when it is safe, and have collected a range of phone chargers, interim devices and spare SIM cards to distribute to customers.

 

The Townsville (Willows, Aitkenvale/Castletown) and Ayr stores are open today.  The Whitsunday store will remain closed. 

 

We will continue to provide customers with regular updates via the link on the Telstra Service Status Page - http://servicestatus.telstra.com/

 

 

TROPICAL CYCLONE DEBBIE UPDATE – 5pm Wednesday 29 March

  

The loss of A/C mains power is causing the biggest impact to customers’ services. Due to the severity of the Cyclone and without knowing the full impact, A/C power restoration could take a number of days.

 

This afternoon, the first of our field technicians have been allowed to enter some of the areas affected by Cyclone Debbie. Their focus is re-charging back-up batteries and refuelling emergency generators at exchange buildings.

 

There are still a number of road closures and debris on roads which is preventing access to a number of areas. As soon as our teams can access these areas, we will provide temporary power to more sites. 

 

We have a number of extra resources ready to go in the area including three Cell on Wheels to provide enhanced mobile coverage; a Mobile Exchange on Wheels; a mobile store on wheels, additional portable generators; and other equipment including Wi-Fi hotspots and additional satellite phones.

 

Telstra today announced an assistance package for its residential and small business customers in Northern Queensland who have lost services or have been evacuated due to Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 

Areas with the largest PTSN impact are at Eimeo, Bucasia, Gargett, Cannon Valley, Giru, Finch Hatton 

 

Areas with the largest ADSL impact include Eimeo, Slade Point, Airlie Beach, Moranbah, Bucasia 

 

There are 60 physical mobile sites affected including 58 x 3G base stations and 33 x 4G base stations. Some of the impacted sites are: Collinsville, Miltons Lookout. Mount Carlton Mine R/T, Bucasia Exchange, Flame Tree Creek, Dingo Beach, Mackay Central, Marian, Mornabah East, Mount Nutt, South Paget, Proserpine Airport, Seaforth, Woodwark

  

Local teams are preparing to visit evacuation centres when it is safe, and have collected a range of phone chargers, interim devices and spare SIM cards to distribute to customers.

 

We will continue to provide customers with regular updates on the impact of the Cyclone and our recovery efforts.



TROPICAL CYCLONE DEBBIE UPDATE – 12.45pm Wednesday 29 March

 

Tropical Cyclone Debbie was downgraded to a Tropical Low overnight. The loss of A/C Mains power continues to be the biggest impact to Telstra customers’ services. Due to the severity of the Cyclone and without knowing the full impact, A/C power restoration could take a number of days.

 

Telstra today announced an assistance package for its residential and small business customers in Northern Queensland who have lost services or have been evacuated due to Cyclone Debbie. Customers are encouraged to call Telstra on 132 203 (then enter their full home phone including area code when prompted) to report a fault and register for the assistance package if they have had to evacuate their home or have lost their home.

 
Areas with the largest PTSN impact are at Eimeo, Bucasia, Gargett, Cannon Valley, Giru, Finch Hatton.

 

Areas with the largest ISDN impact include Cannon Valley and Airlie Beach.

 

Areas with the largest ADSL impact include Eimeo, Slade Point, Airlie Beach, Moranbah, Bucasia. 


There are 60 physical mobile sites affected including 58 x 3G base stations and 33 x 4G base stations. Some of the impacted sites are: Miltons Lookout, Mount Carlton Mine R/T, Bucasia Exchange, Flame Tree Creek, Dingo Beach, Mackay Central, Marian, Mornabah East, Mount Nutt, South Paget, Proserpine Airport, Seaforth, Woodwark.


We are in constant contact with the Emergency Services and as soon as they say its sate to enter the affected areas our Field teams are ready to do so.

 

We have a number of extra resources ready to go in the area including three Cell on Wheels to provide enhanced mobile coverage; a Mobile Exchange on Wheels; a mobile store on wheels, additional portable generators; and other equipment including Wi-Fi hotspots and additional satellite phones.

 

Local teams are preparing to visit evacuation centres when it is safe, and have collected a range of phone charges, interim devices and spare SIM cards to distribute to customers.

 

The Townsville (Willows, Aitkenvale/Castletown) and Ayr stores are open today.  The Whitsunday store will remain closed.  The Mackay stores are waiting for the shopping centres to complete all HS&E checks of their buildings and likely to be open at approx. 12pm today.

 

We will continue to provide customers with regular updates on the impact of the Cyclone and our recovery efforts.

 

 

TROPICAL CYCLONE DEBBIE UPDATE – 10am Wednesday 29 March

 

Tropical Cyclone Debbie was downgraded to a Tropical Low overnight. The loss of A/C Mains power continues to be the biggest impact to Telstra customers’ services. Due to the severity of the Cyclone and without knowing the full impact, A/C power restoration could take a number of days.

 

  • Areas with the largest PTSN impact are at Eimeo, Gargett, Cannon Valley, Giru, Finch Hatton.

 

  • Areas with the largest ISDN impact include Cannon Valley and Airlie Beach.

 

  • Areas with the largest ADSL impact include Eimeo, Marian, Slade Point, Airlie Beach

 

  • There are 52 physical mobile sites affected including coverage for 50 x 3G base stations and 29 x 4G base stations at: Miltons Lookout, Mount Carlton Mine R/T, Bucasia Exchange, Flame Tree Creek, Dingo Beach, Mackay Central, Marian, Mornabah East, Mount Nutt, South Paget, Proserpine Airport, Seaforth,  Woodwark.

 

We are in constant contact with the Emergency Services and as soon as they say its sate to enter the affected areas our Field teams are ready to do so.

 

We have a number of extra resources ready to go in the area including;

  • three Cell on Wheels to provide enhanced mobile coverage
  • a Mobile Exchange on Wheels; a mobile store on wheels
  • additional portable generators
  • other equipment including Wi-Fi hotspots and additional satellite phones.

 

Local teams are preparing to visit evacuation centres when it is safe, and have collected a range of phone charges, interim devices and spare SIM cards to distribute to customers.

 

The Townsville (Willows, Aitkenvale/Castletown) and Ayr stores are open today.  The Whitsunday store will remain closed.  The Mackay stores are waiting for the shopping centres to complete all HS&E checks of their buildings and likely to be open at approx. 12pm today.

 

We will continue to provide customers with regular updates on the impact of the Cyclone and our recovery efforts.

 

  

TROPICAL CYCLONE DEBBIE UPDATE – 5.30pm Tuesday 28 March

 

Tropical Cyclone Debbie has reached landfall across parts of North Queensland. As expected, the loss of A/C Mains power is causing the biggest impact to customers’ services.

 

  • Areas with the largest PTSN impact are at Andergrove, Finch Hatton, Gargett and Cannon Valley

 

  • Areas with the largest ISDN impact include Cannon Valley and Airlie Beach.

 

  • Areas with the largest ADSL impact include Marian, Shute Harbour and Cannon

 

  • There are 26 physical mobile sites affecting coverage for 25 x 3G sites and 12 x 4G sites including: Whitsundays, Dingo Beach, Cannonvale, Jubilee Pocket, Airlie Beach, Finch Hatton, Hayman Island, Mackay, Bowen, Mackay Harbour, Koumala, Midge Point, Mackay South, East and West, Collinsville, Homebush, Bloomsbury, Dalrymple Heights, Cape Conway, Eton, Hamilton Island, Mirnai.

 

The Cyclone hasn’t passed yet and we expect service impacts to increase.

 

As soon as the Emergency Services declare it’s safe, our Field Technicians will be working as fast as they can to restore services. Due to the severity of the cyclone and likely extended power outages we expect some customers may be without service for an extended period of time.

 

We have a number of extra resources ready to go in the area including

 

  • three Cell on Wheels to provide enhanced mobile coverage
  • a Mobile Exchange on Wheels
  • a mobile store on wheels
  • additional portable generators
  • other equipment including Wi-Fi hotspots and additional satellite phones.

 

Local teams are preparing to visit evacuation centres when it is safe, and have collected a range of phone charges, interim devices and spare SIM cards to distribute to customers.

 

We will continue to provide customers with regular updates on the impact of the Cyclone and our recovery efforts.

 

 

TROPICAL CYCLONE DEBBIE – Update Tuesday 28 March 12.30pm AEDST

 

Tropical Cyclone Debbie is now expected to reach landfall along the North Queensland Coast on Tuesday afternoon. Currently, there is impact to the following Telstra services:

  • ADSL customers are unable to connect to the internet. Areas affected include Mandalay, Shute Harbour, Flametree, Cannon, Woodwark, Cannonvale, Airlie Beach, Cannon Valley, Jubliee Pocket, Mackay, Mackay West, Homebush, Oakden, Eton, Mount Julian.
  • Fixed line telephony and ISDN customers at Whitsundays, Dingo Beach, Paget, Nome, Flametree, Mackay, Airlee Beach, Hideway Bay, MacKay West, Homebush, Oakenden, Eton, Andergrove, Barkly and Shute Harbour are unable to make or receive calls.
  • There is a loss of mobile coverage to 3G base stations at Mt Julian, Mackay Central, Woodwark, South Molle Island, Proserpine Airport, Mt Mary, Mackay harbour, Dingo Beach, Flame Tree Creek, Dryander, Dalrymple Heights, Airlie Beach.
  • There is a loss of mobile coverage to 4G base stations at Mt Julian, Woodwark, Dingo Beach, Dryander, Airlie Beach, Proserpine Airport

Telstra has a number of additional resources in the area and ready to use as soon as the cyclones passes, and the emergency services advise our teams that it is safe to enter the affected areas, including:

  • Twenty peak load vehicles across Cairns, Townsville and Rockhampton;
  • Three Cell on Wheels to provide enhanced mobile coverage;
  • A Mobile Exchange on Wheels;
  • 18 additional portable generators;
  • A Mobile Store on Wheels; and
  • Other equipment including WiFi hotspots and additional satellite phones.

Local teams are preparing to visit evacuation centres as soon as it is safe to do so, and have collected a range of phone charges, interim devices and spare SIM cards to distribute to customers.

Updates will continue to be provided during the day.

 


TROPICAL CYCLONE DEBBIE – Update Tuesday 28 March 10.30am AEDST

 

Tropical Cyclone Debbie will reach landfall along the North Queensland Coast on Tuesday morning. Currently, there is impact to the following Telstra services:

 

  • ADSL customers are unable to connect to the internet. Areas affected include Woodwark, Mandalay, Wulguru, Roseneath, Cape Gloucester, Dingo Beach, Cannonvale, Jubilee Pocket, Airlie Beach, Finch Hatton, Flametree. 
  • Fixed line telephony and ISDN customers at Airlie Beach, Wulguru, Mackay, Flametree, Nome, Paget, Cannonvale, Oakenden, Eton, Stuart, Homebush and Mackay West are unable to make or receive calls.

  • There is a loss of mobile coverage to 3G and 4G base stations across 10 physical sites. Areas affected include Dingo Beach, Finch Hatton, South Molle Island, Koumala, Woodwark, Mt Mary and Mackay Harbour. 

Telstra has a number of additional resources in the area and ready to use as soon as the cyclones passes, and the emergency services advise our teams that it is safe to enter the affected areas, including:

 

  • Twenty peak load vehicles across Cairns, Townsville and Rockhampton;
  • Three Cell on Wheels to provide enhanced mobile coverage;
  • A Mobile Exchange on Wheels;
  • 18 additional portable generators;
  • A Mobile Store on Wheels; and
  • Other equipment including WiFi hotspots and additional satellite phones.

Local teams are preparing to visit evacuation centres as soon as it is safe to do so, and have collected a range of phone charges, interim devices and spare SIM cards to distribute to customers.

Updates will continue to be provided during the day.

 

 

TROPICAL CYCLONE DEBBIE – Update Monday 27 March 6.30pm AEDST

 

Tropical Cyclone Debbie is expected to reach landfall near parts of North Queensland on Tuesday morning. When the cyclone hits it has the potential to cause widespread disruption to Telstra customers’ services in a number of ways.

 

The loss of A/C mains power is expected to cause the biggest impact to services, along with rain which could lead to flash flooding and damage to Telstra’s underground cables. Our mobile towers are cyclone rated, however, there is a risk debris caused by the extreme winds could damage equipment, including the antennae on the mobile towers.

 

First and foremost, the safety of our people is the number one priority. We have closed all our retail stores in the area and sent our people home so they can take the necessary steps with their families to prepare for the cyclone’s arrival.

 

We have a number of assets in the area that are ready to use as soon as the cyclones passes, and the emergency services advise our teams that it is safe to enter the affected areas.

 

These assets include up to 20 peak load vehicles across Cairns, Townsville and Rockhampton; three GWN Cell on Wheels have been deployed to the Townsville area; 18 additional portable generators; a Mobile Store on Wheels; and other equipment including Wi-Fi Hotspots and additional satellite phones. Finally, additional Communications Technicians have been brought in from other parts of Queensland to support the local teams.

 

Be prepared – what to do before an emergency

 

Staying connected in an emergency situation could be paramount to the safety of you and your loved ones. There are a few things you can do now that will make it easier to stay connected during a disaster. Try not to rely on any one of these things – make sure you have several options covered to stay connected.

 

Mobile phones

  • Alternative phone charger – If you haven’t already, purchase a phone charger that isn’t dependent on a power outlet. Solar power chargers, in-car chargers and power bank chargers are all reliable options. Make sure you charge your power bank.
  • Back up data - Back up important data, like contact information and photos, to your cloud.
  • Know your numbers - Compile a list of essential contact numbers to store in your phone and keep them close at hand, including local Police, Fire, SES, family, friends and Telstra’s fixed line fault line – 13 22 03.
  • Satellite phones – are usually immune to damaged infrastructure and can operate in remote locations. If communications are critical you could consider a satellite phone.

Fixed line phones

  • Have a spare battery - Remember, most modern cordless phones rely on electric power to operate, so you may lose the use of your landline during a power outage. Consider a phone with a battery backup function and keep spare batteries nearby.
  • For our NBN customers - It’s important to remember if your home phone now works through the modem and there’s a power outage, your phone line will also be down. Best to have a mobile phone handy, or a satellite phone for those in remote areas. 
  • Keep a spare plug-in phone handy – Your cordless phone is great, but using a plug-in phone connects you to the telephone exchange.

Social Media

  • Virtual meeting place - Set up an instant messaging group with family and friends. Agree in advance to update each other here during an emergency.
  • Emergency apps – Download emergency service apps. They will give up to date warnings and incident information issued by official agencies across Australia.
  • Local information sources - Identify key local agency social media accounts and websites for real time information on what’s happening in your area.
  • Be alert - Subscribe to text and emails that will alert you to weather changes, road closures and local emergency services updates.
  • Know your emergency broadcaster: Have a battery powered radio with spare batteries to listen to the emergency broadcaster in your area.

Tips for staying connected in an emergency

 

Here are a few tips and some best practise advice for keeping in touch during a disaster.

 

Mobile phones

  • Limit your phone’s usage - Use your phone for urgent calls only, keep conversation brief and avoid non-essential internet use, particularly sending pictures and videos, or streaming.
  • Conserve your battery - Switch your phone to airplane mode, reduce screen brightness and shut down background apps.
  • Waterproof - Have a waterproof cover for your phone or put it in a zip lock waterproof bag to keep it dry during times of flooding.
  • Alternative phone charger - Carry a phone charger that isn’t dependent on a power outlet. Solar power chargers, in-car chargers and power bank chargers are all reliable options. Make sure power bank chargers are fully charged.

Fixed line phones

  • Forward your calls – Use the call forwarding feature on your phone to forward calls to your mobile phone, in case of evacuation or power loss.

Business customers

  • We recommend you set up call forwarding. To do this please call us on 13 2000 or go to Your Telstra Tools.
  • If you have a DOT (Digital Office Technology)/Digital Business service, this will automatically redirect to the mobile number set up on your account. If you’d like to check the number registered on your account please call us on 13 2000 or login to the DOT App using the details found in your configuration summary. For further info please download the DOT App User Guide. Once your service is restored, call forwarding will automatically turn off. Please also remember to charge your mobile phone.
  • If you’re a business customer and need to back up your data please do so now. If you don’t have a way of doing this, and want a solution click here for more information.

 

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