Outage Notification – Home Phone 23/4/14 – Closed

Categories: Service Updates

Outage Notification
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Outage        : Intermittent issue with long distance calls

Service Type/s: Home Phone
Scheduled     : Un-scheduled
Severity      : High
Start         : 17/04/2014 09:00:00
End           : 29/04/2014 17:53:25
Status        : Closed

Currently some Home Phone services are experiencing an intermittent issue with making long distance calls. The issue is being investigated.

Updates to follow when available.

— Update (22/04/2014 22:09:38) —
Currently some Home Phone services are experiencing issues with making long distance calls. This issue is still on-going. Updates to follow when available.
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— Update (23/04/2014 09:07:54) —
This issue is still on-going. Updates to follow when available.
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— Update (23/04/2014 13:07:54) —
This issue is still on-going. Updates to follow when available.

The service outage appears to be due to a series of internal network events that corrupted specific programs for long distance calling.Once the issues were identified, they took corrective actions to restore services for our customers. This is ongoing at the moment.We apologise for the disruption to your service and thank you for your patience.
——————————— Update (24/04/2014 08:07:23) —
This issue is still on-going. Some services have been restored however Carrier advises the process is taking longer than expected.We appreciate your patience and understanding during this time.
——————————— Update (24/04/2014 13:00:01) —
We have been advised by our carrier that services are progressively being restored but is taking some time to reach all customers.Thank you once again for your patience and understanding.
——————————— Update (26/04/2014 10:00:01) —
Our Carrier advises that restoration of services is taking longer than expected to reach some customers.With that Montimedia will reimburse customers their mobile call charges made to long distance numbers during the outage. We value our customers and they should not be impacted due to a Carrier issue. Whilst out of our control we feel it necessary to acknowledge the inconvenience.Thank you once again for your patience and understanding.
——————————— Update (27/04/2014 10:47:18) —

Telstra advises that there are still some long distance services waiting to come back online.

We have seen multiple accounts become active and others appear stuck in a static state. We are working hard to resolve this situation and understand the inconvenience this is having.

With that Montimedia will reimburse customers their mobile call charges made to long distance numbers during the outage. We value our customers and they should not be impacted due to a Carrier issue. Whilst out of our control we feel it necessary to acknowledge the inconvenience.

Thank you once again for your patience and understanding.
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— Update (28/04/2014 18:47:39) —

We have seen multiple accounts become active over the course of the day. Telstra is working hard to resolve this situation for us.

Any out of pocket call costs will be covered by Montimedia for customers using their mobile phones to make long distance and mobile calls during the outage.

Thank you once again for your continued patience and understanding.
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— Update (29/04/2014 17:53:25) —

We have 99.9% of voice customers back online with long distance calls. Customers that are left will be treated as single service faults.

We’d like to thank all those affected for their patience, understanding and kind words of support during this rather unusual and very hectic time.

We are genuinely appreciative of all the customers we have and are sorry for the inconvenience caused.

Any out of pocket call costs will be covered by Montimedia for customers using their mobile phones to make long distance and mobile calls during the outage.

Thank you once again for your continued patience and understanding.

The Montimedia Team
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