Keeping You Informed
At Nexstream, we’re committed to keeping you connected and informed — especially during times when things don’t go as planned, such as a service outage.
When an outage occurs, we make every effort to keep affected customers updated with the latest information through our Service Status page, and direct email or SMS notifications.
Major Outages
A major outage is an unexpected event that disrupts our telecommunications services and:
prevents customers from connecting or staying connected, and
has lasted, or is expected to last, more than 60 minutes, and
affects, or is likely to affect:
100,000 or more services, or
all services on a network within a single state or territory.
Significant Local Outages
A significant local outage is an unplanned disruption that prevents customers from connecting or maintaining a connection, and while not classified as a major outage, it still affects a substantial number of services. This includes situations where:
In remote areas: 250 or more services are affected for 3 hours or longer, or
In regional areas: 1,000 or more services are affected for 6 hours or longer.
Remote and regional areas are defined according to the Australian Statistical Geography Standard (ASGS) Remoteness Structure published by the Australian Bureau of Statistics (ABS).
How We Communicate During Major or Significant Local Outages
When a major or significant local outage occurs, Nexstream will provide timely updates and information as soon as practicable.
If the outage continues without major changes, we will:
provide updates at least every six hours during the first 24 hours after it’s reported, and
continue to provide daily updates until the issue is resolved.
Our outage communications will include:
The scope of the outage: including known or suspected locations and the types of services affected (e.g., internet, voice, or data).
The cause of the outage: where known, unless sharing this information would pose a security risk.
Estimated restoration timeframe and details of when the next update will be provided.
Where to Find Outage Information
You can find current information and updates about major or significant local outages on:
