Planned mobile network outages: What you need to know and how you can prepare

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 - calls to Triple Zero can still connect. However, works can sometimes affect multiple providers, so mobile access to Triple Zero may be impacted at times. We have some tips below about what you can do to minimise disruption.
• Other services: Landline phone and internet, nbn, or satellite broadband services won't be affected by these works.
• 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.

Tips to minimise disruption during works

Here are some practical ways to keep communication flowing while mobile services are disrupted:

• Get a fixed broadband connection if possible: A fixed nbn or satellite service is the best way to stay connected during mobile outages. By having this access, it also enables other features such as Wi-Fi Calling and provides a reliable backup for everyday use.
• Switch on Wi-Fi Calling and SMS over Wi-Fi: These free features on most popular smartphones allow you to make calls and send texts over Wi-Fi – including calls to Triple Zero.

• Business continuity: Ask your bank how to connect your EFTPOS terminal to your nbn or Wi-Fi network instead of mobile. This simple change means you can keep processing payments even if mobile services are disrupted. There are a number of backup options available to keep your business running smoothly.

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.