NETWORK COVERAGE AND OUTAGE
At Crown Mobile, we understand how important reliable mobile connectivity is for everyday communication, work, travel, and emergencies. We are committed to keeping customers informed and supported whenever significant network disruptions occur and to providing access to the latest network information available.
Stay informed about network availability and service performance in your area. You can check network coverage through the Optus Coverage page. For real-time updates on planned maintenance, outages, and service interruptions impacting your area, visit the Optus Network Status page. You can also access the Optus National Outage Register to view broader network incidents and outage information across Australia.
Check Optus Coverage: https://www.optus.com.au/living-network/coverage
Optus Network Status: https://www.optus.com.au/living-network/service-status
Optus National Outage Register: https://www.optus.com.au/living-network/service-status/national-outage-register
EMERGENCY ASSISTANCE
If you are experiencing a life-threatening emergency, always contact emergency services immediately by dialling 000.
Alternative emergency numbers include 112 and 106 (for people who are deaf or have a hearing or speech impairment).
During outages, our support team remains available to assist with service-related enquiries wherever possible.
UNDERSTANDING NETWORK OUTAGES
Major Network Outage
A major outage refers to an unexpected interruption to mobile network services that:
- Prevents customers from making or receiving calls, sending messages, or accessing mobile data services;
- Impacts 100,000 or more mobile services, or affects an entire State or Territory; and
- Is anticipated to continue for longer than 60 minutes.
Significant Local Outage
A significant local outage refers to an unplanned disruption that:
- Prevents access to calls, SMS, or mobile data services; and
- Affects:
- 1,000 or more services within regional Australia; or
- 250 or more services within remote Australia; and
- Is expected to continue:
- Longer than 6 hours in regional areas; or
- Longer than 3 hours in remote areas.
Regional and remote areas are classified in accordance with the Australian Statistical Geography Standard (ASGS).
HOW CROWN MOBILE RESPONDS DURING MAJOR OUTAGES
Service Updates
Information regarding major disruptions may be published through our website, support channels, or customer communications as soon as reasonably practicable.
Customer Support
Customers may access support through available online assistance channels, including live chat and customer care services where operationally available.
Accessible Communication
We aim to make outage information accessible to customers with different communication needs and can provide alternative contact methods where required.
OUTAGES CAUSED BY NATURAL DISASTERS
Severe weather events and natural disasters such as bushfires, floods, storms, cyclones, or earthquakes can sometimes impact network services.
Where widespread disruption occurs or is expected, Crown Mobile will endeavour to provide updates and relevant service information through our website and support channels.
OUR CUSTOMER COMMITMENT
During service disruptions, Crown Mobile is committed to:
- Keeping customers informed by providing updates regarding outage status and restoration progress where information is available.
- Providing customer assistance through our available service channels during outage periods.
- Supporting accessibility by ensuring communications are accessible and inclusive for customers from diverse backgrounds and those with accessibility requirements.
COMPLAINTS AND FEEDBACK
Customers and their authorised representatives may raise complaints regarding network outages or related service concerns.
Crown Mobile is committed to handling complaints fairly, efficiently, and transparently and aims to resolve customer concerns as quickly as possible.
For additional information, please refer to our Complaints and Feedback process or contact our customer support team for assistance.