Sometimes, your phone service may be unavailable because of an outage.
This could be because there is maintenance on your mobile network, which might be planned, or there may be a problem.
The name of your mobile network is usually at the top of your mobile screen. If this is missing, there may be a network issue.
Your telco must keep you informed
Your telco must send you information about an unplanned outage that wasn’t caused by a natural hazard – read more about outage notifications. Your telco might also choose to send you information about a planned outage. So check messages if you can. You can also check on your telco’s website, for example:
Compensation or refunds for outages
If the outage is only minor and short, you probably won’t receive any compensation or refund.
Some contracts allow you to apply for a refund or rebate when you can’t use a service because of an outage. This is usually only for major outages that you did not cause.
Sometimes a telco will offer compensation for the loss of service, even if they don’t have to.
You also have rights under the Australian Consumer Law. These are separate from your telecommunications contract. If the service outages are frequent and/or major, you may be able to:
- ask for a refund or rebate for the time you were without service
- cancel your contract without a penalty
- ask for compensation for any loss that happened.
Complain to your telco if an outage has affected you.
Interference to mobile phone networks
Your mobile phone connects to a mobile network through mobile phone towers. Interference in the network can cause sound or calls to drop out or slow data speeds.
What to do about mobile interference
Contact your telco to see if they have products that can help to improve mobile phone performance.
If you drive in remote areas with poor network coverage, talk to your telco about options like mobile hands-free car kits with external antennas.
Don’t get caught out by illegal equipment
Watch out for illegal equipment like mobile phone boosters and jammers, especially being sold online. These devices are illegal in Australia and attract serious penalties.