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SMS Misdirection issue – 2 February

by Community Manager on ‎03-02-2017 07:10 PM - edited on ‎06-02-2017 05:50 PM by Community Manager

 

On Thursday, February 2, a fire at our Chatswood Exchange in Sydney damaged power infrastructure that impacted a number of services and online apps, including Mobile 3G and 4G nationally. As a result of this issue a small number of SMS messages were corrupted and inadvertently delivered to the wrong recipient.

 

When did the issue occur?

 

The issue occurred from 1pm on 2 February (AEDT). Customers may have received SMS messages in error between this time. To safeguard our customers’ privacy we closed the SMS platform for a short period and held those messages until we could ensure the integrity of the messages. The SMS platform was turned back on at 5:20pm (AEDT).

 

How can I be assured this won’t happen again?

 

The issue was an isolated incident as a result of a power outage caused by the fire at our Chatswood exchange. Our customers’ privacy is extremely important to us. To safeguard this, we closed the SMS platform for a short period and held those messages until we could ensure the integrity of the messages. This was done to prevent any further issues as a precaution. The SMS platform was turned back on at 5:20pm (AEDT).

 

Where did my SMS go?

 

Your SMS may have gone to another mobile number and not the number you intended to send it to. We apologise for this. We can assure you that the message was only sent to one recipient. There were no cases of multiple recipients getting the messages incorrectly.

 

Should I resend my SMS?

 

If you are still unsure if the intended recipient received the message then you may wish to send it again.

 

What about picture messages (MMS)?

Some MMS messages sent on Thursday, February 2 between 1pm AEDT and 3:20pm AEDT were deleted and did not reach their intended recipient. If you sent a MMS during this time, please resend it. There were no occurrences of them being sent to the wrong recipient.

 

I received an SMS that wasn’t for me, what should I do?

 

If you received an SMS that was not intended for you, please delete the message.

 

I am not a Telstra customer, how am I caught up in this?

 

Our investigations has shown that in some instances, the recipients of the messages may have been from other networks. We apologise for the confusion.

 

My SMS contained private information that I am concerned about, what should I do?

 

If you are concerned that an SMS you sent that contained confidential information, such as credit card details, tax file number, health information or driver’s license details, could have been sent to the wrong number please contact us on 13 2200.