On 26 November 2024, Australian telco Optus reported yet another emergency call outage, this time affecting around 14,000 users near Melbourne. This incident comes just two months after a severe disruption that led to tragic fatalities.
Details of the Outage
According to Optus, the outage was likely caused by an “aerial fibre break”. The company mentioned that customers could only connect to emergency services if they had coverage from another mobile network or could call via WiFi.
Spokesperson Jane McNamara confirmed to ABC Radio Melbourne that there is clear evidence of vandalism; copper wires were reportedly stolen from the pits, prompting them to contact Victoria Police.
A Dark Shadow of Past Incidents
The September disruption remains a harsh reminder of what could happen when telecommunications fail. During that episode, technical failures during a network upgrade led to a 13-hour outage, with a fatal outcome for four customers who could not receive timely assistance.
Government Investigation and Company Response
The Australian government deemed the previous failure as “unacceptable” and has committed to investigating the current situation. In light of ongoing issues, Optus, owned by Singapore Telecommunications (Singtel), has stated it will fully cooperate with any inquiries.
Previous Challenges for Optus
- Fines of A$12 million imposed in 2023 for failure to provide emergency service during a nationwide outage
- A significant cyberattack in 2022 affecting the data of over 10 million Australians
- Leadership changes, with CEO Stephen Rue taking over in November 2024 amidst ongoing scrutiny
With each incident amplifying public concern, the company is under pressure to not only address immediate issues but also to restore trust in its ability to deliver reliable service.