Optus says it doesn’t know what caused network outage affecting millions of Australians

Key Points

Optus says it still doesn’t know what caused a major outage affecting its nationwide phone and internet network, with millions of customers impacted across the country, small businesses reportedly turning customers away, and hospitals unable to make external calls.On its website early on Wednesday, Optus said its engineers were investigating a network fault impacting customers.

Mobile phone users are unable to make or receive calls and mobile internet services are down.

Some Optus customers who are overseas have reported on social media that they’re also experiencing issues with roaming, impacting their abilities to use the internet or make calls.

Coles Mobile, which uses the Optus network, confirmed on its website that it is experiencing a service outage, as well.

Optus ‘working to identify the cause’ of outage

An Optus spokesperson said the company was working to restore services as a priority.”We are currently working to identify the cause and apologise for any inconvenience,” the statement to AAP read.

“In case of an emergency, customers can still call 000.”

Federal Communications Minister Michelle Rowland said she had spoken to Optus about the “significant” network problem but she couldn’t say if it stemmed from a cyber attack.”I would be reluctant to speculate on that at this stage,” she told ABC Radio Sydney on Wednesday.”The CEO has been in contact with me and did not indicate that that was the case, so I would be reluctant to say anything else on that matter.”

Rowland urged Optus to get “information out through any channels that are possible” to let customers know what was going on.

Outage affects banks, businesses, hospitals, train services

Several hospitals across Victoria and NSW have also reported issues with their phone lines as a result of the Optus outage, with some urging patients to contact them via email until further notice.The Commonwealth Bank posted on X that its call centres were unable to receive calls due to the outage, but that its ATMs, internet banking, app, branches and other services were still available. It said customers could still contact them via the app or online banking but said there could be delays.Some businesses are being forced to turn away customers because their EFTPOS machines, phones, and network systems are all impacted.

Melbourne train services were also interrupted early on Wednesday, reportedly due to the Optus outage.

All Melbourne train services were stopped from about 4.30am on Tuesday due to a communications fault across the network. Source: AAP / Joel Carrett

Metro Train services started to resume just before 6am but major delays were continuing during the morning peak as services were restored.”There will be significant delays to services and select delays are likely as trains get back into position for the normal schedule,” a transport department statement said.”We ask passengers to check the PTV app or website for information about service changes and cancellations.”

A Victorian Curriculum and Assessment Authority (VCAA) spokesperson confirmed to the Guardian Australia that VCE exams would go ahead as planned this morning, despite public transport delays