Optus CEO Kelly Bayer Rosmarin: On ‘path to restoring network’ after mobile, internet outage

Kelly Bayer Rosmarin says services are starting to come back online after 10 million customers were hit by a national mobile and internet outage.

Optus chief executive Kelly Bayer Rosmarin says Optus services are up and running in some areas, with work underway to restore the whole network.

The telco’s 10 million mobile customers, as well as broadband users, have been hit by a major national outage since 4am (AEDT) on Wednesday.

“The good news is that we have a path to restoring the whole network, and so we’re bringing it up progressively as we speak,” she told 2GB radio.

“We will be working through getting it up and running everywhere … We’re going as fast as we possibly can.

“We don’t have line of sight into the root cause. Our main priority has been on restoring service to customers.

“We know how much everybody relies on our connectivity. We’re very, very sorry for this outage. we’re doing everything we can to bring it back up as quickly as we can.”

Shortly after the radio interview, Optus issued an official update on its social media platforms to let customers know that services are gradually being restored.

UPDATE
Some services across fixed and mobile are now gradually being restored. This may take a few hours for all services to recover, and different services may restore at different sites over that time.

— Optus Help (@optus_help) November 8, 2023

“This may take a few hours for all services to recover, and different services may restore at different sites over that time,” it said.

Ms Bayer Rosmarin said she had been in constant communication with the government and has spoken with Communications Minister Michelle Rowland twice on Wednesday.

“We’ve communicated on text message in addition to that, I’ve also spoken to the deputy PM and my team has spoken to all the different departments,” she said.

She said the company would look at compensating affected customers once services are restored.

“As I’ve said, our entire focus is on making sure that our customers are back connected as quickly as possible.”

When asked why she was “missing in action” this morning, the Optus boss defended the company’s response to the outage.

“We have messages on our website ... I’ve also done a number of interviews. We are available. Unfortunately, we understand that no message is great for our customers who are not connected,” Ms Bayer Rosmarin said.

“We have apologised, we have kept people informed. I wish that we have had better news earlier.”

Ms Bayer Rosmarin was also pressed on whether she would stay on as chief executive officer of Optus.

“I’m only focused on restoring services for customers and my whole team is focused on that right now,” she answered.

Government demands answers

The federal government wants answers from Optus over the outage.

Ms Bayer Rosmarin, calling into ABC Radio Sydney via Whatsapp, said the telco was still working to determine the cause for the widespread outage.

It is understood the outage wasn’t the work of hackers.

“The mobile network and the fixed network is down, although there are some customers who are still able to get their Optus wifi and connect that way,” she told ABC Radio Sydney.

“We may have some additional updates in the next hour that would enable all customers to do that. I also want to make sure that customers know that triple zero is still working on the mobile network … But landlines aren’t working.

“Obviously we have a 24/7 operating centre so as soon as we realised there was an issue … the team started working on it (at around 4:05am in the morning)”

“There is no indication that there’s anything to do with cyber at this stage.”

Optus CEO Kelly Bayer-Rosmarin. Picture: Damian Shaw/NCA NewsWire

“Optus can confirm that triple zero (“000”) calls will not work from an Optus landline (fixed line telephone). Mobile calls to 000 will work if another carrier is available,” the telco said.

Calls to Optus mobiles aren’t even ringing, catapulting customers into a telecommunications black hole.

The first reports of the outage came just after 3am on Wednesday morning.

Optus is so far revealing no details about the outage beyond a two sentence statement – making it difficult to gauge how long customers will be without phone and internet. At about 7am, Optus released a statement.

“We’re aware of an issue impacting Optus mobile and NBN services and are working to restore services as quickly as possible. We understand connectivity is important and apologise for any inconvenience caused,” it said.

“Our engineers are currently investigating a network fault that is impacting Optus Mobile & Fixed customers in this area,” the telco’s website said earlier.

We're aware of an issue impacting Optus mobile and nbn services and are working to restore services as quickly as possible. We understand connectivity is important and apologise for any inconvenience caused.

— Optus Help (@optus_help) November 7, 2023

According to Downdetector, reports of the outage started about 4am on Wednesday morning, with almost 8,000 people reporting issues by just after 6am.

Issues with the network have been reported across the country in Perth, Melbourne, Brisbane, Sydney and Adelaide, creating major delays for commuters and impacting health services.

Retail, banks hit

Commonwealth Bank has warned customers they may have some issues using online banking services as a result of the outage.

“You may encounter difficulties calling us and receiving SMS from us, including Netcode,” the bank said in a pop-up alert shared with app users.

“All phone lines into Northern Health campuses are currently being affected by an Optus outage,” it said.

Businesses across Australia have been forced to warn customers of inconveniences due to a major national Optus outage. Picture Facebook

ING Australia also was impacted, telling customers: “Due to the Optus outage, we’re having some problems with our 131 464 phone number. If you need to speak to us, give us a call on [phone]. Thanks for your patience.”

Government response

Ms Rowland confirmed she had been in touch with Optus, but limited information is known at this stage.

“I do know, having reached out to Optus and sought some advice, that (there is) limited information at this stage, but Optus is trying to get to the bottom of it,” she told RN Breakfast on Wednesday.

“I urge Optus to utilise other mechanisms, including broadcasting radio and television, to get these messages out. Because … people are asking me questions. They’re very anxious.

“I think as long as people know that something is happening, that people are on the job, and they have some expectations, then I think that will allay some concerns that are there right now.”

Michelle Rowland. Picture: Supplied

Shadow Communications Minister David Coleman has called on the telco to communicate with customers.

“The Optus outage is impacting millions of Australians and businesses,” he wrote on X.

“Am urging Optus to update customers quickly and effectively.

“Government should provide any assistance needed to get this issue resolved as soon as possible.”

Angry customers

Optus customers meanwhile vented on social media, with some speculating it must be very serious.

Marcus King on X, formerly Twitter wrote: @Optus Outage must be very, very serious. All wholesale, enterprise & gov and retail services are out, indicating a core network problem. This happened to Telstra years ago due to a dodgy router in the core, but I suspect this is a cyber incident”.

Another customer Xina Norris wrote on X that the lack of communications by Optus since the outage started was ‘unforgivable’: “Almost five hours in and there is nothing on their website, no spokesperson on TV, a single tweet they’ve turned replies off to. @Optus WTAF.”

The ongoing nationwide outage follows Optus being hit by one of the country’s biggest ever data breaches in September 2022.

The hack saw Optus customers face a heightened risk of identity theft and online scams after the personal information of almost 10 million of the telco’s users was compromised.

Optus CEO Kelly Bayer Rosmarin. Picture: Supplied

Ms Bayer Rosmarin at the time apologised to the telco’s customers, describing the cyber breach as “absolutely devastating”.

In March, Ms Bayer Rosmarin said she underestimated the blow-up the telco’s hack late last year would cause, telling a crowd she failed to properly explain the massive task ahead for the telco to customers.

The Optus boss conceded she didn’t “sufficiently” explain the level or complexity of the hack “and the volume of work we were undertaking at Optus and what was required in a cyber incident of this magnitude”.

Originally published as Optus CEO Kelly Bayer Rosmarin: On ‘path to restoring network’ after mobile, internet outage