news Telstra is offering free data for a day for all customers this Sunday following an outage in its national mobile network that affected voice and data services for some customers.
Explaining the situation, Kate McKenzie, Telstra Operations, Chief Operations Officer, said that the firm’s mobile network is set up with a number of “major connection points” (nodes) that manage the flow of voice and data traffic across the mobile network.
The outage yesterday was triggered when one of these nodes experienced a technical fault and was taken offline for repair.
“This normally wouldn’t impact services as we have processes in place to make sure any customers currently connected to a node are transferred to another node before it is taken offline,” she said.
McKenzie conceded that, on this occasion, the “right procedures were not followed”, which resulted in customers being disconnected and heavy congestion on other nodes as customers attempted to reconnect to the network.
As soon as Telstra identified what had occurred, the firm took action to address the fault and restore services to customers “as quickly possible” – prioritising first voice services and subsequently data services.
“First let me say we place the highest priority on the quality of our networks and we’re continually investing to ensure we give our customers the best and most reliable mobile network in the country. That is why we’re incredibly disappointed the outage occurred and deeply sorry for the inconvenience we caused,” McKenzie said.
“While the outage was short in duration, we fully realise the impact it had on our customers, which is why we are offering all of our customers a day of free mobile data this Sunday,” she concluded.
The free data will be allocated to all Telstra mobile customers automatically, the firm said.
Image credit: Telstra