We're committed to delivering the best possible mobile experience for our customers. That means continually upgrading our network to deliver faster downloads, smoother streaming and less congestion. Sometimes, to make these improvements happen, we need to temporarily switch off one of our mobile sites.
We get it - any disruption to mobile services has an impact - so we want to explain why these outages occur, what we do to minimise the impact, and share some things you can do while works are underway.
Why we need to temporarily switch off a site
There are a few reasons why a mobile site might need to go offline for a short period, including:
- Network upgrades: We're often adding capacity to our 4G network and rolling out 5G to deliver faster downloads for everyone on the network.
- Maintenance: Essential maintenance helps keep the network running smoothly and securely.
- Third-party works: Occasionally, we need to power down a site due to works by another provider or a third party - something outside our control.
What we do to minimise disruption
There's never a perfect time to switch off a site. Our goal is always to get the site back online as quickly as possible and we plan carefully to reduce the impact as much as possible:
- Timing matters: We schedule works to avoid major events, holidays, and busy periods wherever possible.
- Communication: We send text messages to give Telstra customers in affected areas the heads up so you can plan ahead.
- Local engagement: We work with councils, emergency services, and elected representatives to keep communities informed.
Plan ahead: What you need to know
While planned outages are temporary, it's worth considering your individual circumstances and taking steps to minimise disruption:
- Triple Zero calls: If there’s overlapping coverage from nearby mobile sites, including those operated by other providers, Triple Zero (000) calls may still go through using emergency "camp on". If your first call doesn’t get through within around five seconds, hang up and try again immediately. If you need to make a second attempt, stay on the line for up to 60 seconds to give your phone the best chance of reaching Triple Zero via another available mobile network. In some circumstances, planned works or outages can affect multiple providers at the same time, which may impact mobile access to Triple Zero. That’s why it’s important to be prepared and know what steps you can take to minimise disruption.
- Satellite Messaging: Telstra Upfront Mobile Plan customers with a compatible device and the latest software may be able to use Telstra Satellite Messaging for SMS if coverage from other Telstra sites isn't available. This is SMS only and cannot be used to contact Triple Zero.
- Medical & Personal Safety devices: Some medical and personal safety devices, such as fall detection systems, in-room monitors, alarm pendants and health monitoring devices, may be affected if they depend on the Telstra mobile network. If you use one of these devices, please contact your service provider or manufacturer to understand any potential impacts and whether alternative connectivity options, such as Wi‑Fi, are available.
Tips to minimise disruption during works
Here are some practical ways to keep communication flowing while mobile services are disrupted:
How to turn on Wi-Fi Calling
- Make sure you're connected to a Wi-Fi network (like your home internet).
- Go to your phone's settings and use the search function to look for "Wi-Fi Calling".
- Turn it on.
How to find the latest updates on Telstra outages
Find information on network outages - a register of current outages and restored outages, estimated fix times and other ways to stay connected when your Telstra services are offline.
- Current outages and estimate fix times: Head to our dedicated outages page for the latest updates on outages impacting you.
- Reach out to us: We're here to answer your questions. Contact us
We appreciate your patience while we work to make your mobile experience even better. These upgrades are part of our ongoing commitment to keep you connected – today and into the future.
