AGL network outages
Find information on network outages for your nbn® and mobile services and ways to stay connected when your services are offline.
On this page
- Check for outages or maintenance Jump to: (Check for outages or maintenance)
- Disruptions and outage types Jump to: (Disruptions and major outages)
- Staying updated during an outage Jump to: (Stay updated during major outages)
- nbn outage alerts Jump to: (nbn major outage alerts)
- Mobile outage alerts Jump to: (Mobile major outage alerts)
Check for outages or maintenance
- Current nbn service outages: Go to nbn outage and service network status
- Social media updates: Follow our social media channels, like Facebook, for major incident updates.
- Address-specific nbn status: Go to the NBN Co website to check the network status at your connected address.
- Mobile network status: Go to mobile outages and maintenance
- Make an emergency call in an outage: Call 000. Newer devices will attempt to find an available mobile network. Emergency calls in Australia
Disruptions and outage types
Outages happen when there’s hardware failure, extreme weather conditions and network difficulties. They may cause service disruptions, lasting from minutes to days depending on the severity and cause.
A major outage happens when there’s an unplanned issue with the telecommunications network that:
- stops access to your service
- is expected to be, or is, of a duration longer than 60 minutes
- affects, or is likely to affect:
- 100,000 or more services, or
- all services using the network in a state or territory.
A significant local outage happens when there’s an unplanned issue with the telecommunication network that:
- stops access to your service
- affects, or is likely to affect:
- 1,000 or more services in operation in regional Australia; or
- 250 or more services in operation in remote Australia
- is expected to be, or is, of a duration longer than:
- 6 hours if the affected services are in regional Australia; or
- 3 hours if the affected services are in remote Australia.
Staying updated during an outage
We’ll keep you informed during a major or significant local outage with near-time communications and support while we work to fix the issue as quickly as possible.
If a natural disaster causes a major outage, we might not be able to contact you directly. However, we’ll share as much information as possible on the nbn outage and service network status page.
If you require urgent assistance during an nbn or mobile outage, call 131 245 or chat with us online.
How we’ll update you
If you signed up after 1 July or you’ve been transferred to the new telco experience1
Major outages
During a major outage, we will:
- notify you via email
- provide updates on our website
- post updates on our social media, like Facebook
- include estimated resolution times (where possible)
- confirm when the outage is resolved.
Significant local outages
During a significant local outage, we'll:
- notify you via email
- provide updates on our website
- include estimated resolution times (where possible)
- confirm when the outage is resolved.
If you signed up before 1 July and have not been transferred to the new telco experience1
nbn outage alerts
We’ll keep you updated with regular SMS messages, including estimated resolution times where possible.
- estimated resolution times (where possible)
- significant updates
- when your outage is resolved.
We’ll aim to provide updates every couple of hours during the issue, or sooner if there’s a significant change, with at least one update every 6 hours in first 24 hours.
Mobile outage alerts
During a major or significant local outage impacting voice or mobile data, we’ll send you regular updates via email, including estimated resolution times where possible.
- estimated resolution times (where possible)
- significant updates
- when your outage is resolved.
We’ll provide updates every 6 hours for the first 24 hours and daily updates after that.
How to reconnect your nbn service
Your nbn service should resume automatically when the outage is resolved. If you can’t reconnect:
- Turn modem power off and on again.
- If your internet isn’t working, view the internet troubleshooting steps. If you’re still having issues, contact us.
How to reconnect your mobile service
Your voice or mobile service should resume automatically when the outage is resolved. If you’re having trouble:
- Turn your device power off and on again.
- If your phone isn’t connecting to the network, view the mobile troubleshooting steps. If you're still having issues, contact us.
1You will have received communications if you've been transferred to the new telco experience (provided by Aussie Broadband Telco Services).
