Latest News

10:30am, Thursday 03 March

We want to take the opportunity to thank you for your support and patience over the last week as we went through our planned system upgrade.
The upgrade was completed successfully and we are back to "business as usual".

2:45pm, Friday 25 February

The line fault affecting our Contact Centre is now resolved; please note that we continue to experience a high volume of calls to the Contact Centre, as a result you may experience some delays.

My Account is available for service transactions online.

We sincerely appreciate your patience and continued support during the last week.

10am, Friday 25 February

Our technicians are making progress on resolving the line fault issue into our Contact Centre and it remains a priority for the team to resolve.

My Account is available for service online, however, please be patient as the high volume of users currently on the site may be causing it to perform slower than normal.

We appreciate your continued patience and will provide you with an update at 2pm.

8pm, Thursday 24 February

In our last update we highlighted a line fault, which may mean you have experienced an engaged signal or been disconnected when trying to call our Contact Centre. At this stage our technicians are still working on resolving this issue and rest assured this will continue to be our top priority.

My Account is available for service online, however, please be patient as the high volume of users currently on the site may be causing it to perform slower than normal.

We appreciate your continued patience and will provide you with an update again in the morning at 10am.

2pm, Thursday 24 February

The upgrade is now complete, and all services have been restored. However, you may experience slower than usual My Account performance as we clear the backlog. Thank you once again for your continued patience.

If however, you are still experiencing any problems, please contact our Contact Centre on 1300 555 100. They will be available to help you until 11pm AEST tonight, and will reopen at 7am AEST tomorrow.

If you've called us and have received an engaged signal or been disconnected, our sincere apologies. This issue is a line fault (unrelated to the main upgrade) which our technicians are working on as a top priority. In the meantime, consider using the My Account services & extensive FAQ information on our Help & Support section.

7pm, Wednesday 23 February

The upgrade is now complete, and all services have been restored. However, you may experience slower than usual My Account performance as we clear the backlog. Thank you once again for your continued patience.

If however, you are still experiencing any problems, please contact our Contact Centre on 1300 555 100. They will be available to help you until 11pm AEST tonight, and will reopen at 7am AEST tomorrow.

5:30pm, Wednesday 23 February

Our Contact Centre is now up and running, and we are currently working on restoring My Account and the self service IVR. Our Contact Centre will be operating until 11pm AEST tonight, and will reopen at 7am AEST tomorrow.

1. Why the extended delay?
The initial stage of the system upgrade was completed successfully but there were some unforeseen technical issues which are now being worked through and resolved as a matter of urgency. Restoring My Account services to our Members are our first priority.

2. I don't have any Pre-Paid Mobile or Broadband credit – what can I do?
Pre-Paid mobile phone services can be recharged with a voucher from 1000s of outlets across Australia, or by calling 1300 555 100 and recharging via credit card.

Pre-Paid mobile broadband services can be recharged by calling 1300 555 100 and recharging via credit card.

3. When will it be resolved?
As soon as possible - unfortunately we are unable to give a set time at this stage, but please be assured we are working on getting it resolved as a matter of utmost urgency. Once again, our sincere apologies for the inconvenience, and our very great thanks for your continued patience.

3pm, Wednesday 23 February

Our sincere apologies for the ongoing delay in completing our major system upgrade. We understand this is affecting our customers, and we thank you once again for your continued patience.

We can report that we have identified the key issues causing the delay and are making good progress in resolving them.

Although we cannot give an exact ETA for completing the upgrade right now, please be assured this is our number 1 priority and we have a large team of people working hard to return us to normal service as soon as possible.

Please check this page regularly - more updates will follow soon.