Infinite Networks Status

Please be advised there is a major incident impacting our Civic nbn POIs in ACT. Services are experiencing no data flow.

Our suppliers network engineers are investigating with the highest priority but we suspect this is a follow on issue from 17th March 2021. The outcome from the post incident report received by our nbn aggregator Vocus, is they use Telstra Wholesale to backhaul the connection from the POI to the data centre which failed. Telstra experienced hardware failure on a transmission card which had to be replaced but it appears this issue still exists. There is no secondary backup for this service and should have an SLA of 4 hours. We have lodged this issue with Vocus and we are pushing this to be fixed much faster than the hours it took last time. We will post updates through this page until resolved and apologise for the inconvenience.

** Time order reversed to be easier to read **

2:55PM (AEDT): Vocus has confirmed the line card has been replaced in Sydney and all the services have been restored.

2:06PM (AEDT): Services have been stable for 30mins which is positive but awaiting confirmation on the permanent fix.

1:36PM (AEDT): Services coming back online, monitoring the situation. No update from Vocus or Telstra at this stage. Watching for further issues.

1:33PM (AEDT): The issue has returned, awaiting response from Vocus and Telstra. Monitoring the situation.

1:05PM (AEDT): Services coming back online, monitoring the situation. No update from Vocus or Telstra at this stage. Watching for further issues.

12:40PM (AEDT): The issue has returned, awaiting response from Vocus and Telstra. Monitoring the situation.

12:26PM (AEDT): Services coming back online, monitoring the situation. No update from Vocus or Telstra at this stage. You should not have to do anything for your internet to reconnect but if you are not seeing it online please power cycle your modem/router and contact support if it does not restore.

12:05PM (AEDT): Please be advised that Telstra has identified the outage is due to a Line card failure at one of their exchanges in Sydney. Field technicians have been engaged and are en-route to site to investigate further. Further updates will be provided within the next 2 hours.

10:52AM (AEDT): Telstra Technician has been scheduled to attend Civic nbn POI. No confirmation on dispatch. Another update has been requested.

9:55AM (AEDT): Telstra is working to establish the cause of the failure and bring impacted services back online as quickly as possible. An ETR is not yet available. Further updates will be provided within the next 2 hours.

9:28AM (AEDT): Fault has been escalated to the Telstra Wholesale Senior Service Manager. No ETR at this point but we will continue to update this page as updates come to hand.

8:41AM (AEDT): Vocus has raised the fault with Telstra for the backhaul outage and awaiting updates.

8:10AM (AEDT): We have been in contact with our provider regarding this issue including escalated to management. Awaiting updates and will continue to chase for an Estimated Time of Restoration (ETR).

7:08AM (AEDT): nbn services off the Civic POI are reported being down.