Resolved after 3 days, affecting NBN and Billing Systems, on October 22, 2024.
A fix has been implemented for the remaining authentication processes. Our billing system (and associated API calls including provisioning) remains offline.
Affected components
Update timeline
- identified Oct 22, 2024, 11:17 PM UTC
Our billing and authentication platform, SMILE, is currently offline. The vendor is currently working to restore services. Customers may experience issues with authenticating NBN services or accessing billing details.
- identified Oct 23, 2024, 02:27 AM UTC
The outage is ongoing. Engineers have been able to put in place some workarounds for some customers, however we are still waiting for our upstream vendor to resolve the issue. The next update from them will be provided shortly after 3pm AEDT. We apologise for the inconvenience.
- identified Oct 23, 2024, 03:59 AM UTC
We are continuing to see issues relating to this. Workarounds are available for individual customers who are impacted on a case by case basis, and can be enabled after contacting our support on 1300 798 718.
- identified Oct 23, 2024, 08:39 AM UTC
Our vendor continues to experience issues restoring services, however we have provided workarounds for most customers. Customers who continue to have issues can contact our team on 1300 798 718 or email [email protected].
- monitoring Oct 23, 2024, 09:13 AM UTC
A fix has been implemented for the remaining authentication processes. Our billing system (and associated API calls including provisioning) remains offline.
- resolved Oct 25, 2024, 11:34 PM UTC
This incident has been resolved.
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