Network Outage Information

Opticomm operates the fibre network that connects your property. Your internet service provider (ISP) provides your internet service and is your first point of contact for service updates and support.

When there is an outage on the Opticomm network, we provide outage information and updates to affected ISPs so they can keep their customers informed.

If your service isn’t working and you can’t see an outage affecting your address above, please contact your ISP. They can troubleshoot your service and, where necessary, raise a fault with Opticomm on your behalf.

Delivering your internet connection involves more than the fibre running to your home. Opticomm’s network connects into larger telecommunications links that carry data between communities and the wider internet.

An outage can occur at different points along this network. Common causes include fibre cuts or damage, equipment faults, power interruptions, damage or theft of telecommunications infrastructure, and issues affecting the backhaul links that connect a community to the wider network.

In some cases, these incidents are outside Opticomm’s direct control — for example, accidental fibre damage caused by construction works or theft of telecommunications infrastructure.

Some network outages are classified as Major Outages or Significant Local Outages based on criteria set by the Australian Communications and Media Authority (ACMA), including the number and location of services affected.

These classifications are based on regulatory definitions — they are not labels Opticomm applies at its discretion.

An outage affecting your service may not meet the criteria to be classified as a Major or Significant Local Outage. The best way to check whether an outage may be affecting you is to search your address or postcode above.

You can read the detailed definitions, or view the historical register of Major and Significant Local Outages.

Opticomm, as a telecommunications service provider, is committed to complying with the Telecommunications (Customer Communications for Outages) Industry Standard Variation 2025 (No.1) (the Standard), effective from 30 June 2025.

To learn more about how Opticomm manages outages, please refer to the Opticomm Outage Notification Process.

For more information on the Telecommunications (Customer Communications for Outages) Industry Standard 2024, please visit the Australian Communications and Media Authority (ACMA) website or the Federal Register of Legislation.

We'll provide updates in line with the timelines required under the Standard, publishing information on this website and sharing updates with internet service providers (ISPs) so they can keep their customers informed. Updates will include available information about the outage, including the cause, impacted services and estimated restoration time.

Yes. We'll publish updates on this website and share information with internet service providers (ISPs) throughout the outage, including when there are significant changes to the outage or expected restoration time.

Once services are restored, we'll update the information on this website and notify internet service providers (ISPs) so they can keep their customers informed.

If you have concerns or wish to dispute an issue, you can contact the Telecommunications Industry Ombudsman (TIO) via the TIO website.

We’re continuing to invest in network resilience and redundancy to reduce the impact of outages.

Where possible, this means creating alternative network paths so that if one connection is damaged or interrupted, traffic can be redirected through another route. We’re progressively expanding this capability across the Opticomm network as part of our ongoing network investment.