If you're an impacted customer seeking support, call our dedicated hotline on 1800 507 581.

(Mon-Fri: 8am – 8pm AEDT and Sat: 8am – 4pm AEDT).

As a result of severe weather across parts of Melbourne, Victoria and surrounds, some Optus customers may experience issues connecting to their NBN, mobile call, text and data services. We apologise for any inconvenience caused during this time and thank you for your patience while we work to have this resolved as soon as possible.

We’re focused on the safety and wellbeing of our customers and people following the impact of severe weather.

Our network team is working to restore our sites as soon as possible, and will continue to assist by:

  • Consulting with local disaster management groups to prioritise restoration activities.
  • Staging generators, where it is safe to do so.
  • Monitoring fuel levels and refuelling our generators supporting key mobile sites.
  • Deploying our SatCat to Cowes township on Phillip Island in the early afternoon.

If you’re in an impacted area, you may be experiencing disruptions to your Optus service, including calls, text, and internet access. You can continue to check your network status here.

If your mobile or internet connection are lost and you need current information about the weather event, we recommend you use TV, radio, or contact emergency services personnel located in your area.

Customers in the impacted region can also visit our social media.

Experiencing network issues? Try these troubleshooting tips for mobile and nbn.

How we’re supporting you

Tips to stay connected in an emergency:

  • Make sure your phone is fully charged.
  • Conserve battery power where necessary by closing all unnecessary apps in the background and placing your phone in power saving mode.
    • For iOS 17 visit our Device Guide here.
    • For most Samsung devices visit here.
    • For a guide for most device types visit here.
  • Charge any mobile battery packs for extra back-up charge.
  • Back-up your data in the cloud so you don’t lose important personal photos and data.
  • Have your emergency phone numbers saved in your phone or written down.
  • Make sure you connect with a family member or friend outside of the impacted area before a weather event hits, including letting them know what your plans are, and your exact location.

Dedicated support and financial assistance

If you’re impacted by the major Victorian power outage, we’re doing our best to support you. For those experiencing hardship, a range of financial assistance and relief options are available to all including businesses within the region.