Outage Information & Notifications

Activ8me has a process in place to manage network disruptions, whether they are major or minor outages, planned maintenance or otherwise.

We aim to minimise the length of any outage and communicate to our customers when their services may be affected by an outage or network disruption.

As a telecommunications Carriage Service Provider, Activ8me is committed to complying with the Telecommunications (Customer Communications for Outages) Industry Standard Variation 2025 (No.1) (the Standard).

If you are experiencing service difficulties, please check our Network Updates page for the latest information on current disruptions or planned maintenance in your area.

While we’ll work to treat any disruption to your service with the same level of commitment, our obligations under the Standard apply to ‘major outages’ and ‘significant local outages’.

What is a ‘Major Outage’?

A major outage is any unplanned disruption to services that results in customers being unable to establish or maintain an internet connection, which affects 100,000 operating services or all services that use a telecommunications network in an Australian state or territory.

It must last (or be expected to last) for more than 60 minutes.

What is a ‘Significant Local Outage’?

A significant local outage is any unplanned disruption to services that results in customers being unable to establish or maintain an internet connection, which affects 1,000 operating services in regional Australia, or 250 operating services in remote Australia.

It must last (or be expected to last) more than 6 hours for regional Australia or 3 hours for remote Australia.

Activ8me’s Commitments During Outages

What We Do When an Outage Is Identified

Naturally, we always aim to minimise downtime for our customers.

When a service outage is detected, be it due to our network, our wholesaler’s network or due to external reasons (like a power outage or natural disaster in the area), we have a process in place to communicate this to potentially affected customers.

Our Network Operations Centre (NOC) monitor services across the country and when a widescale drop in connections is detected they get to work immediately to determine the extent and cause of the dropouts. This includes contacting our wholesaler to get as much information on the cause and timeframe of the disruption as possible.

Using the information from NOC and our wholesale providers, we inform our Customer Support staff of the situation.

Prompt Notifications

As soon as possible, we‘ll notify you if your service may be affected and, where available, provide details on the outage including the cause, scale or suspected scale of the outage, estimated timeframe for updates and estimated restoration time.

Depending on the severity of the disruption, we’ll perform some (or all) of the following actions to inform affected customers:

For ‘Major Outages’ and ‘Significant Local Outages’, we perform the following actions:

• Place an alert on our website on our Service Disruptions Page
• Add an message to our IVR (Phone System) informing callers of the outage, including what states or regions and service types are affected
• Customer Support staff are informed of any ongoing or resolved outages and can provide information to customers that call our Support line on 13 22 88
• We’ll send email and SMS communications to potentially affected customers
• Contact relevant authorities, providing them with details of the major outage. These include:
• • The Australian Communications and Media Authority (ACMA)
  • The Telecommunications Industry Ombudsman (TIO)
  • The Department administered by the Minister administering the Act
  • The National Emergency Management Agency
  • For phone service outages, the organisations who operate Emergency Service Numbers (000, 112 and 106).

In addition for ‘Major Outages’, we’ll post details of the outage on our Facebook page.

If a natural disaster is the sole or predominant cause of the Major Outage or Significant Local Outage, notifications and updates will be provided via our website.

Ongoing Updates

We’ll keep you informed of any updates throughout the outage, including any significant, material changes and estimated timeframes for resolution.

If we’re able to ascertain any new information, or a cause of disruption, we’ll distribute this new information through the above channels. This includes sending an additional email and SMS to affected customers with these new updates.

Otherwise, if there’s no change to the nature of the outage, we’ll provide updates stating as such at least once every six hours for the first 24 hours of the outage, and once during each subsequent 24-hour period from the initial outage notification, until the outage is resolved.

Restoration Notices

Once we have confirmed that all services affected by the relevant outage have been restored, we will provide an additional notification via email and SMS about the restoration as soon as possible.

For Urgent Assistance

For real-time or urgent assistance, you can contact our Customer Support team on 13 22 88. Please keep in mind that our Support team is likely to be busy and call wait times may be longer than normal.

Our Customer Support team is available from 8am to 8pm Monday to Friday and 8am to 5pm on Weekends (AEDT/AEST – Victorian Time).

Alternatively, you can message us on Facebook or email us at customersupport@activ8.net.au. Please note, our Support team is only available to reply to messages from 8am to 5pm Monday to Friday.

Wholesaler Major Outage Processes

You can find further information on how our major wholesale providers handle outages and see if there is an outage affecting your area through the links below:

nbn®: https://www.nbnco.com.au/support/network-status

Opticomm: https://www.opticomm.com.au/outages