Optus has identified the issue causing network outages in Port Stephens and is working to have customers back online by Friday evening.
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An Optus spokesperson said customers in Shoal Bay, Port Stephens and the wider Hunter have been experiencing disruptions to mobile call, text and data services as a result of a network outage in the area on Thursday and Friday.
There are reports that Virgin mobile phone services have also been interrupted.
In response to the Examiner’s inquiries about the outage in Port Stephens on Friday morning, Optus said its “network operations team is monitoring the network to identify the source of the outage”.
Optus has since found the fault.
“The outage is a result of fire damage to a fibre cable that has subsequently impacted local network towers,” an Optus spokesperson told the Examiner.
“Optus’ network operations team are working to get the damage repaired and services restored as a priority.
“Optus apologises to all customers in the area affected by this and thank them for their patience while services are being restored.
“Our team are on site repairing the damage and we anticipate services will be restored this evening [Friday].”
The spokesperson said the fibre cable that was damaged is located at Campvale – where the bushfire originated on Thursday about lunchtime.
The telecommunications company advises that in the case of an emergency, customers should still dial 000 from a fixed phone line or 112 from their mobile phone.
Customers affected by the outage have flooded the Examiner’s Facebook page with their location and how long they have been without mobile service.
Residents across the Tomaree and Tilligerry peninsulas have been unable to use their mobile phones since Thursday afternoon.
The NSW Rural Fire Service, which is coordinating the efforts to contain the Port Stephens bushfire, acknowledged the network issues in its Friday emergency warning update.
“There are reports of network issues with mobile phone coverage in the area,” the RFS said.
“It is important to stay up to date with information on the NSW RFS website and social media pages, along with listening for the latest information on local radio and following the advice from firefighters and emergency service personnel in the area.”
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Ellie-Marie Watts
A journalist with 10 years experience, Ellie-Marie connects readers to the stories that matter in their communities. A Port Stephens-based news, sport and event writer and photographer with a passion for human interest features.
A journalist with 10 years experience, Ellie-Marie connects readers to the stories that matter in their communities. A Port Stephens-based news, sport and event writer and photographer with a passion for human interest features.
