Mobile or internet down: what to check before you call (Australia)

Is the network down, or only your phone?

This site shows service status based on reports from visitors over the last 24 hours. It compares recent reports with the baseline to suggest whether a service might be down. Remember: this status comes from visitor reports, not from the provider.

Look at the official website of your provider. If it loads, that does not mean the phone or internet service works. If the website does not load, that does not mean the network is down. A website and the service behind it are not the same.

What to check before you call

To tell whether the problem is just yours, use another device. Connect through a different method. If you are on wifi, try mobile data, or switch back.

Look at the chart and map on the service page. If reports come from many places right now, the network might be down. If there are no reports lately, that does not tell you the network works—it means nobody reported. Read what the provider posted.

You can report the issue here once per hour if you believe the service is not working.

• Try another device, another connection, check the map, read the help pages, and report

Who can confirm an outage, and how to reach your provider

When a provider has an official status page, this site links to it. That is the official word. We also link to help and contact pages when we find them.

Check what the provider says. We cannot see every outage. Local faults, bugs that reach only a handful of people, and little-searched services escape us easily.

If it stays unresolved: where to complain

Start by taking the problem up with your provider. This step is important.

If the problem is still unresolved after you try with the provider, you can file a complaint with the TIO. This is a free service that helps people and small businesses in Australia with phone and internet disputes. The TIO's members are the telecommunications providers themselves, and they fund the service. If you skip trying with the provider first, an extra five days is added to your case. Submit your complaint through the official page.