Update on our mobile network disruption and free data day
By Andrew PennMarch 18, 2016
About half of our mobile customers experienced disruption to their voice and data services during yesterday evening. On behalf of everyone at Telstra, I am very sorry and deeply disappointed this happened.
We are still investigating how the service disruption occurred, but our early findings show we had a problem that triggered a significant number of customers to be disconnected from the network, and as they were all automatically reconnecting at the same time, this caused congestion.
At Telstra we place the highest priority on getting things right for our customers. Our mobile network is a vital part of the nation’s infrastructure and it carries millions of calls and data connections for our customers every day.
Mobile phones and other mobile devices have become critical parts of our lives and our customers rightly have high expectations of us. We invest billions of dollars a year to meet and exceed these expectations and provide our customers with the best mobile experience in the country.
That is why it is so disappointing for us to have let down our customers.
We will be offering all of our mobile customers another free day of data as a way of making this right. This will be on Sunday 3 April 2016. Customers do not need to do anything to receive the free data.
While this is unrelated to a network outage last month, the congestion caused by people reconnecting to the network was similar. Following the last event we started a major process and engineering review of the network, which includes global network experts, to understand how it occurred. We will add the lessons learned from this incident to that review.
Once again I apologise for any inconvenience we have caused. You expect seamless mobile service with Telstra and it is our responsibility to ensure that is delivered day in, day out.
Andy
For more information on free data day head to Crowd Support.
Andy Penn became the CEO and Managing Director of Telstra, Australia’s largest telecommunications company, on 1 May 2015. At Telstra, Andy is leading an ambitious change program transforming the business to be positioned to compete in the radically changing technology world of the future with 5G at its core. Andy has had an extensive career spanning 40 years across 3 different industries - telecommunications, financial services and shipping. He joined Telstra in 2012 as Chief Financial Officer. In 2014 he took on the additional responsibilities as Group Executive International.
Prior to Telstra, Andy spent 23 years with the AXA Group, one of the world’s largest insurance and investment groups. His time at AXA included the roles of Chief Executive Officer 2006-2011 AXA Asia Pacific Holdings, Chief Financial Officer, Chief Executive Asia and Chief Executive Australia and New Zealand. At AXA, Andy was instrumental in building one of the most successful Asian businesses by an Australian company that was sold to its parent in 2011 for more than A$10bn.
Other directorships & appointments: Member of the Council of Trustees of the National Gallery of Victoria; Board Director of the Groupe Speciale Mobile Association (GSMA); Chairman of the Australian Government’s Cyber Industry Advisory Panel, created to guide development of Australia’s 2020 Cyber Security Strategy; Patron, on behalf of Telstra, of the National and Torres Straights Islanders Arts Awards (NATSIAA); Life Governor of Very Special Kids and an Ambassador for the Amy Gillett Foundation. He serves on the advisory boards of both The Big Issue Home for Homes and JDRF.
Recognition and qualifications: MBA (Kingston), AMP (Harvard), FCCA, HFAIPM. Andy has a national diploma in business studies (with distinction), is a Fellow of the Chartered Association of Certified Accountants, holds an MBA from Kingston University and is a graduate of Harvard’s Advanced Management Program. In 2008 Andy was recognised as Insurance Executive of the year in the Australian Banking and Finance Awards and in 2016 he was made an honorary fellow of the Australian Institute of Project Management. In 2018 Andy was named by the Financial Times among the top 10 male leaders globally HERoes list supporting women in business. In 2019 he was named by the Australian Financial Review as among the top 10 most powerful people in business.
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