Telstra’s latest outages are harming local businesses: “It’s not just inconvenient because you can’t watch Netflix”


Business owners have once again been plagued by Telstra connectivity issues in recent days, just two months after chief executive Andrew Penn issued a grovelling apology to customers.

On Friday, Telstra announced customers using NBN and ADSL services were experiencing difficulty accessing the internet.

By 8pm that night the telco claimed all services were restored, but backtracked the next morning by saying a “small number of customers” were still experiencing issues.

Kate Morris, founder of online retailer Adore Beauty, was one of the business owners to be affected by Telstra’s latest outages. 

Morris told SmartCompany no one in her office could get any work done on Friday. 

“It was horrendous,” Morris says. 

“I literally had to send anybody who had a laptop and could work from home with an internet connection home, because we couldn’t get anything done here. We had to go down and buy a 4G dongle to plug into the router, but in the end we couldn’t get that to work.” 

For his part, Telstra chief executive Andrew Penn has said he is listening to aggrieved customers. 

“To customers still experiencing difficulties with your broadband service, pls know I’m reading all your comments and our team is on it,” Penn tweeted yesterday.  

However, Morris says internet outages have a massive impact on a business’s bottom line.

“You lose actual money, it’s not just inconvenient because you can’t watch Netflix,” she says.

“I have 12 staff in the office on Fridays, so that’s a day’s wages times twelve. Luckily our warehouse was online but if we hadn’t been able to get orders out the door, that would have been a huge problem.”

“The cloud’s great until you have no internet. It’s embarrassing if you’re running an internet company.”

SmartCompany contacted Telstra to ask if affected customers will receive compensation, in a similar manner to how the company responded to the widespread outages in March.

In response, a Telstra spokesperson said a number of small business customers were contacted yesterday by SMS to help resolving any lingering connectivity issues.

“We are also working directly with our business customers who have been impacted through our Telstra Business Centres and relevant business field service teams,” the spokesperson said in a statement.

“Certainly if there are any customers who are still experiencing issues, we ask them to contact us so we can resolve their issues as soon as possible.”


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Anders Andersson
Anders Andersson
6 years ago

It is interesting with most customers having a contract with Telstra, one would have thought that Telstra would be keen to make good in order to keep whatever goodwill they have left.

But as we have seen when it comes to their side of the bargain, Telstra is nowhere to be seen.

Peter Conway
Peter Conway
6 years ago

I’m in Echuca Victoria day 8 now without broadband. They need to tell the truth about this – I was told 2 days ago – no solution in sight.

6 years ago

We run a Building Surveying business. No internet since last Thursday evening, still having trouble today, Wednesday. We have lost business, been unable to provide Building Permits or respond to client enquires. A free download weekend day is ABSOLUTELY USELESS AND AN INSULT TO THOSE OF US WHO HAVE LOST INCOME.
We are in country Victoria.
We are looking at changing provider.

Trish Muir
Trish Muir
6 years ago

I have prepaid and experience issues with my wifi so it’s not just adsl. My daughter has adsl and still has no internet with it here in Australind West Aust. Telstra have given her 25gb of data on her phone and told her they have no idea what the problem is and when it will be fixed. But annoying as she does her Uni online and has exams in 2 weeks.

Missy Blueyes
Missy Blueyes
6 years ago

Haven’t had internet since last Thursday called on Saturday waited on line for 100 mins to be advised we will be compensated and they hung up on me. Then called on Monday waited for 3hrs and 5mins for tech support when I spoke to someone they told me it was billing and calls are being redirected to them they said that north of river in Perth has no problems, while she was talking to me said said “oh there has jus been an email stating north and south are being affected” umm hello….what are you guys doing about it! Told me we need to wait until it’s fixed and thanks Telstra to bad if people are needing this for not only work but their education as well!! Your letting us just hang on without any indication of what the hell is going on! Absolutely pathetic it’s been 7 days now how much longer???

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