Need urgent assistance during an outage?

While we're here to help with service-related queries during an outage, if you are experiencing a life-threatening emergency, always call 000, or 112 / 106 (for hearing or speech impaired services).

Check live network outages (Important)

For real-time information about major and significant local mobile outages, including detailed outage data, impacted areas, and restoration updates, please visit Telstra's official outage register:

Telstra Current Outages

Telstra Historical Outage Register

This register contains the most up-to-date technical information about outages affecting a service.

How will we support you during a major or significant local outage?

We understand how important it is to stay connected. If a major or significant local outage occurs, we will actively support you and provide updates through multiple channels.

We will communicate updates via:

• The Tangerine website
• Our customer support team (including staffed phone and live support providing real time or near real time assistance)
• Tangerine social media channels

For more information, see our Outages Policy.

What is a major outage?

A major outage is an unexpected event that:

• Prevents end users from using their service
• Affects 100,000+ services or an entire State/Territory
• Is expected to last longer than 60 minutes

In certain circumstances, such as natural disasters (e.g. floods or bushfires), some requirements may not apply.

What is a significant local outage?

A significant local outage is a smaller-scale outage that:

• Prevents users from using services
• Affects:
  • 1,000+ services in a regional area, or
  • 250+ services in a remote area
• Is expected to last:
  • More than 6 hours (regional)
  • More than 3 hours (remote)

What details will we provide during a significant local or major outage?

Our communications will include (where available):

• The scale and impact of the outage
• Affected services and geographic areas
• The likely cause (if known)
• Estimated timeframes for updates and resolution
• Available support options

How often will we provide updates?

During a major or significant local outage:

• We will communicate updates as soon as possible once we become aware of the outage
• Communication will continue even if there is no material change, to keep customers informed
• If there is a material change or resolution, we will provide an update as soon as possible

How can you contact us for urgent assistance?

During an outage, you can contact our team on 1800 211 112 using an alternative available communication method if your mobile service is impacted.

How can you prepare for outages?

We recommend:

• Bookmarking this page
• Monitoring our communications
• Keeping an alternative communication method available
• Saving our support number: 1800 211 112

What should I do during a mobile outage?

If you need to make calls during an outage:

• Use Wi-Fi Calling (if enabled)
• Use a public payphone
• Use a landline over broadband

If our systems are impacted:

• You may be temporarily unable to manage services
• Changes will resume once systems are restored

For the latest network updates, refer to the outage register above.

Can I still make calls during an outage?

Yes, depending on availability, you may still be able to:

• Use Wi-Fi calling
• Use internet-based apps
• Use alternative devices or connections

Why do outages occur?

Outages may occur due to:

• Planned maintenance or upgrades
• Network faults or congestion
• Equipment failure
• External factors (e.g. third-party damage or weather)

What if my service is still not working?

Try:

• Turning off Airplane Mode
• Restarting your device
• Checking your usage or coverage

If issues persist, contact our support team.

Additional support options

You may also:

• Use messaging apps over Wi-Fi
• Use hotspot/tethering
• Access official emergency information channels

Emergency calls (000/112) may still connect via any available network, but this is not guaranteed, so always attempt alternative methods where possible.

Planned outages

For planned outages, we will provide advance notice where possible, including:

• Start and end times
• Affected services
• Any required customer actions

Staying informed

For the latest updates, check:

• Telstra Outage Register (link above)
• Tangerine website and social channels

How can I raise a complaint if I'm impacted by an outage?

If you are affected by a major or significant local outage and would like to lodge a complaint, please visit our Make a Complaint page.