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The Guardian - AU
The Guardian - AU
National
Josh Taylor, Caitlin Cassidy and Krishani Dhanji (earlier)

Optus customer who reported triple-zero outage told to go to store – as it happened

Pedestrians walk past an Optus store in Sydney.
Pedestrians walk past an Optus store in Sydney. Photograph: Lisa Maree Williams/Getty Images

What we learned: Monday 3 November

We will wrap up the live blog here for the evening. This is what made the news:

We’ll be back for another sitting day tomorrow bright and early – until then, enjoy your evening.

Nokia engineers relied on old manual in upgrade that caused Optus outage

The 55-page Optus submission to the parliamentary inquiry goes into deep detail on what caused the triple zero outage – and why the company did not realise it sooner.

Optus’s network provider, Nokia, was upgrading its firewall in Regency Park, South Australia. Optus sent Nokia instructions on how to do the upgrade by off-loading phone traffic elsewhere while the upgrade was taking place. Nokia personnel instead relied on an “outdated method of procedure” document that did not include this step, and when the upgrade was commenced, calls could not connect.

Automated email alerts just after the outage commenced were also just dismissed as normal activity during an upgrade.

The submission reveals of the 605 unique numbers that attempted to call triple zero during the outage, 150 had successful calls, 65 connected through another Optus exchange, 19 were ultimately successful in connecting after a delay, and 66 connected via emergency camp-on to other mobile networks.

Optus said 455 did not connect to triple zero.

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