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Patonga left without mobile phone service for two weeks

Patonga has been without mobile phone services for the past two weeks.

The service was restored at 7pm on Friday, June 13.

Telstra regional general manager Mr Michael Marom said: "A hardware issue is affecting our 4G small cell at Patonga.

"New equipment is on the way and we hope to have everything back online soon.

"We know it's been a rough couple of weeks and we thank everyone for their patience."

Mr Marom said that landline, NBN and other broadband services were not affected.

"Residents can improve their mobile coverage by using their NBN or other broadband connection to access wifi calling.

"This works even during a mobile network outage and is a free setting on most popular mobile phones which allows your mobile to use a wifi network to make and receive mobile calls.

"We also encourage business owners to talk to their bank about connecting their EFTPOS terminals to their NBN or wifi connection to prevent delays in processing transactions."

Telecommunication Industry Ombudsman Ms Cynthia Gebert said a number of Patonga residents had contacted her office: "We've heard it is stopping people from working, and some residents are concerned that vulnerable people won't be able to call for help or support if they need it.

"Patonga residents have told us that this is the second outage they've experienced in a month, which just adds to the frustration people are feeling."

The Telstra website records outages reported on May 8 and on May 31.

Ms Gebert said: "People living in smaller, more isolated parts of Australia face different challenges to those of us based in cities.

"When your phone doesn't work, you could be hours away from whoever you need to call, stuck with no way to get everyday essentials and support.

"For those that also don't have access to reliable internet, there may be no workarounds at all to get back on track.

"You're entitled to understand what is happening when an outage stops your phone working, and it's important you contact your provider to let them know.

"You can do this through their website, email or social media.

"If you can't get answers that way, you can reach out to my office. We're here to help."

Records