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Flood Update No 10 from Telstra

Telstra News

Posted on January 21, 2011

5 min read

As we advised yesterday, we are seeing our network stabilise and returning to a more normal footing. Network and power issues are very much under control and we are moving into a business-as-usual state in regard to these.

However, there is still significant damage to our infrastructure and have very high number of individual service faults – currently at four times the normal level. We ask for customers to be patient with the repair of individual faults and can assure them we are working as quickly as we can to get them reconnected.

KEY AREAS OF RESTORATION:

We have access to more areas, with only 42 ‘red zones’. With greater access we have been able to restore more fixed line, mobile, broadband and Foxtel services for our customers.

Telstra’s priority for restoration today focuses on areas in Brisbane that have a high number of faults such as the Jindalee, Karalee, Rocklea and Oxley areas. In addition to this, we will have technicians working on high priority work across the City, and we are continuing to restore flood affected mobile base stations and damaged roadside cabinets.

With a lot of the urgent repairs undertaken our focus also moves to the task of implementing more permanent solutions to major network damage.

We have deployed portable mobile towers to Murphy’s Creek, Rocklea, Hill End, Fairfield Gardens and Yeerongpilly to improve mobile coverage in these areas, and placed a portable exchange to reconnect landline and broadband services in Chapel Hill.

CURRENT IMPACTS:

Home phone/broadband: Flood affected areas of South East Queensland – particularly along the Brisbane River, Ipswich, Lockyer Valley, Darling Downs, Sunshine Coast, Wide Bay and Capricornia areas. The main reasons for these service impacts include power-related issues, water damage of electrical equipment and fibre and cable damage.

Mobile services: Ongoing outages in the Oxley/Archerfield/Chelmer area with some other areas in southern and western Brisbane suburbs along the Brisbane River. Also, some areas of the CBD. The main reason for mobile service impacts are due to loss of power and water damage to electrical equipment.

Assistance for customers:

A disaster assistance package for Telstra residential and small business customers has been announced for customers in Queensland, New South Wales and Victoria. The packages provides practical assistance for our customers with phone services including free call diversions, and holding of customer phone numbers and email addresses.

We have extended the Queensland disaster relief package to include the areas of: Amberley, Walloon, Marburg, Hatton Vale, Minden, Borallon, Glamorgan Vale, Lowood, Fernvale, Coominya, Mount Tarampa, Kentville, Lake Clarendon, Forest Hill, Blenheim, Mulgowie, and Karalee.

For more information:

Queensland Media Release: Update to Telstra assistance package for Queensland customers affected by floodwaters and storms

New South Wales Media ReleaseTelstra assistance package for New South Wales customers affected by floodwaters and storms

Victoria Media Release: Telstra assistance package for Victorian Shire customers affected by floodwaters and storms

Other Information:

  • Telstra has almost 700 staff in the field directly repairing faults.
  • Telstra will be assisted by 30 specialist technicians from New Zealand.
  • We have a Triple Three Recovery Plan which outlines three distinct phases aimed at restoring communication services: Immediate short term service: within first three days; Temporary network restoration: within three weeks; Final infrastructure build: three months.
  • We have four times the standard level of individual services faults due to the damage caused by flooding.
  • More than 100 payphones have been switched to free local and STD calls for people without telecommunications – Bundaberg, Chinchilla, Dalby, Emerald, Parkhurst, Wowan, St George, Tent Hill, Ma Ma Creek, Maryborough, Gympie, Mackay, Condamine, Theodore, Brisbane evacuation centres, Gatton and Ipswich.
  • Telstra is promoting the Premier’s Disaster Appeal wherever possible – including on Telstra.com, BigPond.com and TradingPost.com. We will also promote the Appeal on our payphone screens in all capital city airports.
  • Satellite kits have been distributed to emergency services organisations. Loan handsets have been provided to many locations outside the designated Evacuation Centres.
  • Communication services also available in Evacuation Centres including temporary internet kiosks with laptops, free loan handsets with SIM cards for use by evacuees, free phone cards, Wireless Gateway for internet access, and the provision of chargers for people to recharge phone handsets.
  • Telstra Stores have additional mobile and fixed phone stock for customers that may need to replace their mobile or fixed home phone handset.
  • Telstra and Microsoft, in conjunction with our partner Productiv, are offering a solution for businesses which have had their email server damaged or destroyed in the floods and need to get their email and collaboration services back online as soon as possible. The offer is a complimentary subscription to the Microsoft Business Productivity Online Suite (BPOS) for any flood affected businesses, via our software as a service portal T-Suite.

Victorian Update:

We continue to monitor the network closely and can advise that all key exchanges have power, there are no significant landline/broadband network impacts, and that mobile phone towers are operating as per normal in flood affected areas.

We are seeing individual service faults rise in flood affected areas and we will be fixing these as quickly as possible. As such, some customers in the Shires of Corangamite, Central Goldfields, Hepburn, Pyrenees, Northern Grampians, Campaspe, Loddon, Buloke, Yarriambiack, Gannawarra, Ballarat, Ararat, Swan Hill and Horsham that may be experiencing issues with their landline/broadband (ADSL) services.

The majority of these issues have been caused by flood damage to small road side cabinets and local cables. We will be undertaking repairs as soon as we are able to gain safe access.

Important Contact Numbers:

  • Residential faults 13 22 03
  • Telstra Business customers: 13 29 99
  • Telstra Enterprise and Government customers: 1800 815 851

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