Ongoing Triple-Zero Call Issues After Telstra Outage
Telstra customers continued to experience difficulties calling triple zero on Thursday morning, as the telecommunications provider confirmed a secondary problem related to Wednesday’s nationwide outage was still impacting services.
Some callers attempting to reach the emergency hotline encountered an error message before their phones attempted to connect via an alternative network, according to Telstra.
The company advised customers to immediately redial triple zero if their initial call failed to connect, noting there had been
“good success”in getting through on a second attempt.
Earlier, Telstra recommended that callers wait for their phones to switch to another network or use a different device to place their call.
In a statement issued early Thursday, Telstra expressed regret for the disruption caused:
“We’re deeply sorry for the impact this issue has had on so many people.”
By 6:30am Thursday, Telstra reported the occurrence of the secondary triple-zero issue had decreased by 90%.
However, Industry Minister Tim Ayres told the ABC that
“100% is the only acceptable figure here.”
Impact on Regional Train Services and Network Interference
The ongoing Telstra issues continued to cause significant disruption across Australia.
All trains on Victoria’s regional rail network remained suspended on Thursday morning, including during the morning peak travel period.
According to V/Line’s chief executive William Tieppo, Telstra’s 4G network was interfering with the backup satellite phones used on trains when the mobile network was unavailable.
V/Line later stated that services would
“gradually return from midday”on Thursday, adding:
“Delays and cancellations may continue across the day as we work to recover the full timetable.”
Regional train services in New South Wales were also disrupted Thursday morning, although services on the Southern Highlands and Hunter lines had resumed.
Government Response and Investigation
Communications Minister Anika Wells indicated she had not yet received reports of any
“adverse outcomes”linked to the ongoing triple-zero issues.
Minister Ayres stated that a full investigation would be conducted, emphasising the importance of communications infrastructure:
“Communications and digital infrastructure [are] part of the lifeblood of the economy,”he said.
“We’ve got a transparent investigative framework and to apply penalties where it’s necessary.”
Customer Impact and Welfare Checks
On Wednesday, thousands of customers were affected by a software defect that impacted Telstra’s systems, the company reported.
Telstra conducted over 300 welfare checks on individuals who attempted to dial triple zero during the outage.
Of those contacted, 238 reported they did not require assistance, while the remainder were referred to state and territory police for welfare checks. Six customers indicated they needed help, which was provided promptly.
Telstra CEO Michael Ackland noted on Wednesday that call volumes appeared higher than usual, suggesting some people may have dialed triple zero to test the service during the outage, despite requests not to do so.
Opposition and Business Reactions
Opposition communications spokesperson Sarah Henderson defended her decision to call the emergency line during the outage, stating on 2GB radio:
“I accept the criticism, but what I will say is that I am in a unique position holding this government to account.”She added,
“Telstra’s network is critical infrastructure, this should simply not be happening.”
Businesses also reported being unable to process customer payments due to disruptions affecting Eftpos terminals.
Carol Bennett, CEO of the Australian Communications Consumer Action Network, told the outage had caused significant disruption to people’s lives:
“There certainly needs to be some kind of recourse to compensate customers and businesses who’ve lost a lot when it comes to these outages.”
Cause of the Outage and Historical Context
Telstra attributed Wednesday’s issues to a software fault that caused a
“GPS node”to reset.
This server provides the most accurate time to the nanosecond to the organisation’s systems. The software reset altered the time and synchronization, which then propagated throughout the Telstra network.
Previously, two deaths were linked to a Telstra outage in September 2025 that lasted nearly 14 hours and affected hundreds of calls across four states and territories.
In June, Vodafone customers experienced intermittent reception and data issues across Australia.
In March, the Australian Communications and Media Authority introduced new regulations requiring telcos to publish detailed information about outages, including start and restoration times and causes.
