Optus Store in Sydney, Australia Captured on November 8, 2023 - Photo by Kirsty Needham
- Australia's second-largest telecom provider faces service disruption due to an outage.
- Optus reports ongoing efforts to restore several affected services.
- Optus CEO assures no evidence of a cyber attack as the cause.
- Widespread impact on homes and offices across Australia.
SYDNEY, November 8 - An extensive service disruption occurred at Optus, the second-largest telecommunications company in Australia, affecting nearly half the nation's population on Wednesday. The outage disrupted internet and phone services, leading to significant disruptions in payment processing, public transportation, and healthcare systems, raising concerns about the resilience of the country's critical infrastructure.
The outage was initially reported around 4 a.m. local time (1700 GMT on Tuesday) and continued for most of the day, with Optus announcing service restoration at almost 5.30 p.m.
Approximately 10 million Australians, which accounts for 40% of the population, are Optus customers and were unable to use their smartphones, broadband internet, or landlines throughout the duration of the incident. Hospitals faced difficulties in receiving phone calls, small businesses couldn't process electronic payments, and public transport and ride-sharing services experienced simultaneous outages in some cities.
The incident prompted criticism regarding the robustness of Australia's telecommunications network, with specific attention directed at Optus, which is owned by Singapore Telecommunications (STEL.SI).
"Customers are clearly frustrated about it, and Optus should respond accordingly," stated Communications Minister Michelle Rowland.
No specific cause for the failure was provided, but Rowland mentioned that "it has occurred deep within the network and has wide ramifications across mobile, fixed, and broadband services for Optus customers."
While Optus had reported one of the country's largest cyber breaches 14 months ago, CEO Kelly Bayer Rosmarin stated that she did not believe the recent outage resulted from a cyberattack.
"I mean, it's highly unlikely. Our systems are actually very stable," she emphasized. "This is a very, very rare occurrence."
Legislation introduced in the aftermath of the 2022 Optus cyber attack mandates that Australian companies report to the government within 72 hours if they suspect a cyberattack.
Industry analyst Paul Budde argued that incidents like this highlight the need for telecom companies to accept customers from rival carriers on their networks during emergencies, a reform that the industry has long resisted.
"These networks aren't just commercial operations," Budde explained in a blog post. "They are vital infrastructure for our society and economy. Protecting the national interest in the face of serious network failures is paramount."
SingTel, Optus's parent company, had previously announced investments in improving capabilities and customer protection following the 2022 cyber attack. In a brief statement, SingTel confirmed the outage without offering an explanation and noted that Optus had issued an apology.
Following the incident, SingTel's shares on the Singapore stock market dropped by 4.8%.
Widespread disruption affected nearly half of Australia, resulting in one of the most significant network outages the country has ever witnessed.
"Without my phone, I pretty much can't do anything. I'm looking for a bank, and when you can't go onto your phone and Google, you are essentially lost," remarked Angela Ican, a security officer in Sydney's central business district.
Melbourne's train networks had to suspend operations for approximately 30 minutes due to the outage, causing delays during the morning rush, as reported by the media.
Hospitals and emergency services across the country were also impacted, with Ramsay Health Care, the largest private hospital owner, reporting phone service disruptions at its 70 hospitals and clinics. Emergency triple zero ("000") calls were inaccessible from Optus landlines.
Banking services, including ATMs using Optus, were also affected, with the Commonwealth Bank, Australia's largest lender, warning of potential service difficulties.
"This incident may prompt a closer examination of how we want to manage this critical national infrastructure, which involves multiple private companies," commented Bill Corcoran, an Australian Research Council Future Fellow at Monash University.
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