Telair Outage History

Started Aug 13, 2025, 01:14 AM UTC· resolved Aug 13, 2025, 05:43 AM UTC

1. investigating Aug 13, 2025, 01:14 AM UTC

   Telair is currently aware of an unplanned network disruption impacting NBN services in NSW. Our teams are aware and are investigating with more information to be provided as soon as possible. Disruption Start Time: 9:55 AEST Affected Location and Community: A subset of NBN services in NSW Impact of Disruption: One-way traffic flow causing loss of internet connectivity Next expected update: 11:30 AEST We understand the inconvenience this disruption may be causing and appreciate your patience as we investigate.

2. investigating Aug 13, 2025, 02:39 AM UTC

   Telair is still awaiting further information from our upstream provider regarding the unplanned network disruption impacting NBN services in NSW. Disruption Start Time: 9:55 AEST Affected Location and Community: A subset of NBN services in NSW Impact of Disruption: One-way traffic flow causing loss of internet connectivity Next Expected Update: 13:30 AEST We understand the inconvenience this disruption may be causing and appreciate your patience while we continue to work with our provider to resolve the issue.

3. investigating Aug 13, 2025, 04:07 AM UTC

   Telair is still awaiting further information from our upstream provider regarding the unplanned network disruption impacting NBN services in NSW. The case has now been escalated within the upstream engineering team for urgent investigation. Disruption Start Time: 9:55 AEST Affected Location and Community: A subset of NBN services in NSW Impact of Disruption: One-way traffic flow causing loss of internet connectivity Next Expected Update: 15:30 AEST We understand the inconvenience this disruption may be causing and appreciate your patience while we work with our provider to restore services as soon as possible.

4. resolved Aug 13, 2025, 05:43 AM UTC

   The unplanned network disruption impacting NBN services in NSW has been resolved as of 2:30 PM AEST. If you continue to experience issues, please reboot your network connectivity device (e.g., modem or router). If services do not restore following a reboot, please contact Telair on 1800 835 247 or via ticket at https://support.telair.com.au. Telair apologises for any inconvenience caused and thanks you for your patience during this disruption.

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Started Jun 30, 2025, 08:15 AM UTC· resolved Jun 30, 2025, 11:19 PM UTC

1. identified Jun 30, 2025, 08:15 AM UTC

   Our team are aware of issues impacting some inbound calls to hosted PBX services, not all systems or numbers are impacted. Our engineers are investigating this issue, and another update will be posted within the next 10 minutes.

2. identified Jun 30, 2025, 08:27 AM UTC

   While our engineers are continuing to investigate the issues affecting inbound calls, we have confirmed that a number of impacted customers are now successfully receiving calls. We will continue to investigate the cause and monitor the systems. Another update will be posted in 10 minutes.

3. monitoring Jun 30, 2025, 08:35 AM UTC

   Our engineers have confirmed that all calls seem to be connecting as expected. We are continuing to monitor the situation closely.

4. resolved Jun 30, 2025, 11:19 PM UTC

   This incident has now been resolved. There have been no further incidents of failed inbound calls and monitoring shows all systems are functioning correctly.

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Started Jun 27, 2025, 01:34 AM UTC· resolved Jun 29, 2025, 05:43 AM UTC

1. investigating Jun 27, 2025, 01:34 AM UTC

   Telair is aware of a packet loss incident that occurred on the backhaul link between Tasmania and Victoria starting at approximately 3:30 AM AEST. This issue cleared at around 8:10 AM AEST but has reappeared as of 10:34 AM AEST. We have engaged our upstream provider, and a case is open with them for further investigation. Our Network Operations team is actively monitoring the link for any further signs of instability. No customer action is required at this time. We will post further updates if the issue reoccurs or if our provider shares more details.

2. identified Jun 27, 2025, 02:13 AM UTC

   Telair continues to work with our upstream provider and their engineering team, who are actively investigating the existing case. We are closely monitoring the link and will provide further updates as more information becomes available. We are expecting another update within the hour. We appreciate your patience and understanding.

3. monitoring Jun 27, 2025, 07:55 AM UTC

   Our upstream provider has identified errors on the affected backhaul link and will be performing emergency maintenance to address the issue. This maintenance is scheduled to commence at 11:59 PM tonight and will continue through to 6:00 AM tomorrow morning. A spare part has been arranged and will be replaced during this maintenance window to rectify the fault. Monitoring on the link has shown no packet loss or link flaps since 13:30 AEST, and the link has remained stable. We will provide further updates as they become available or if the issue reoccurs prior to the scheduled maintenance.

4. monitoring Jun 28, 2025, 01:18 AM UTC

   The planned maintenance on the affected backhaul link was completed as scheduled during the early hours of this morning. However, at 7:30 AM AEST, a technician was recalled to the exchange to replace an additional component identified during post-maintenance checks. Following this intervention, the service has remained stable since 7:46 AM AEST, with no further packet loss or link instability observed. We will continue to monitor the link closely and provide any further updates if required.

5. resolved Jun 29, 2025, 05:43 AM UTC

   Since the completion of the additional maintenance activity at 7:46 AM AEST on Thursday, 26 June, the backhaul link has remained stable for over 26 hours, with no packet loss or further issues observed. Based on ongoing monitoring and confirmation from our upstream provider, we now consider this issue resolved. Thank you for your patience while we worked with our provider to ensure service stability. No further updates are expected.

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Started Jun 17, 2025, 01:04 AM UTC· resolved Jun 17, 2025, 01:43 PM UTC

1. identified Jun 17, 2025, 01:04 AM UTC

   Telair has identified an incident impacting hosted infrastructure in Brisbane. This is impacting some of our internal applications and also one of our primary DNS servers. If you are encountering issues, please try updating the DNS entries in your equipment to 1.1.1.1 and 8.8.8.8, then retest. Our engineers are working on resolving the problem in the meantime.

2. resolved Jun 17, 2025, 01:43 PM UTC

   Our engineers have successfully rectified the issue impacting Brisbane hosted infrastructure and all systems are once again fully functional. If you are still encountering any issues please reach out to our support team.

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Started Jun 11, 2025, 01:10 AM UTC· resolved Jun 11, 2025, 06:17 AM UTC

1. investigating Jun 11, 2025, 01:10 AM UTC

   Our upstream provider, Opticomm, is aware of an unplanned network disruption impacting services in SNCV Sanctuary Cove. Our teams are aware and are investigating with more information to be provided as soon as possible. Disruption Start Time: 10:49 AEST Affected Location and Community: Sanctuary Cove, QLD Impact of Disruption: Loss of Internet services. Next expected update: 11:30 AEST We understand the inconvenience this disruption may be causing and appreciate your patience as we investigate.

2. investigating Jun 11, 2025, 01:12 AM UTC

   Technicians are on their way to the site, no ETA. We understand the inconvenience this disruption may be causing and appreciate your patience as we investigate.

3. monitoring Jun 11, 2025, 03:29 AM UTC

   Our upstream provider, Opticomm, has implemented a resolution for the earlier network disruption impacting services in SNCV Sanctuary Cove. Services resumed normal operation as of 12:10 PM AEST following a power cycle of an aggregation switch at their end. We are currently monitoring the situation to ensure continued stability. Please contact our support team if you continue to experience any issues.

4. resolved Jun 11, 2025, 06:17 AM UTC

   Monitoring confirms that services have remained stable since restoration at 12:10 PM. We are now marking this incident as resolved. If you experience any further issues, please don't hesitate to reach out to our support team for assistance. Thank you for your patience and understanding.

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Started May 26, 2025, 11:23 PM UTC· resolved May 27, 2025, 12:51 AM UTC

1. identified May 26, 2025, 11:23 PM UTC

   Telair is aware of an NBN Incident following maintenance carried out by NBN last night. Some services located in the Greater Brisbane area are offline and pending restoration by NBN. If your service is offline please contact our support team and they will be able to advise if your service is impacted and raise the fault with NBN.

2. monitoring May 27, 2025, 12:36 AM UTC

   Engineers identified and corrected the fault, and we are happy to report that services are now connecting correctly. If your service is still offline, please reboot your router and contact our support team. We will continue to monitor the system to ensure ongoing stability.

3. resolved May 27, 2025, 12:51 AM UTC

   We believe this incident is now completely resolved. Please contact our support team if you are still experiencing any issues.

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Started Apr 22, 2025, 11:47 PM UTC· resolved Apr 23, 2025, 05:55 AM UTC

1. identified Apr 22, 2025, 11:47 PM UTC

   Telair has identified an issue currently affecting the registration of physical handsets. Please note that softphones are not impacted by this issue. The problem appears isolated to devices connected to the West Coast Hosted PBX Platform. As an initial troubleshooting step, we recommend rebooting your network connectivity equipment, such as your modem or router. Our technical team is actively investigating and working to resolve the issue as a priority. We appreciate your patience and will provide further updates as more information becomes available.

2. monitoring Apr 23, 2025, 03:51 AM UTC

   We would like to inform you that a recent upstream routing issue affecting services in the Western Australia region has now been fully resolved. This issue impacted service registration across the Telstra, AAPT, and Optus networks. We can confirm that phone services are now registering correctly, and all affected services should be operating normally. We appreciate your patience and understanding, and we apologise for any inconvenience this may have caused.

3. resolved Apr 23, 2025, 05:55 AM UTC

   We would like to inform you that a recent upstream routing issue affecting services in the Western Australia region has now been fully resolved. This issue impacted service registration across the Telstra, AAPT, and Optus networks. We can confirm that phone services are now registering correctly, and all affected services should be operating normally. We appreciate your patience and understanding, and we apologise for any inconvenience this may have caused.

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Started Mar 31, 2025, 07:35 AM UTC· resolved Mar 31, 2025, 10:00 AM UTC

1. identified Mar 31, 2025, 07:35 AM UTC

   Our developers have identified an issue with our customer portal (portal.telair.com.au). The system is offline due to a third-party component issue. We are working to bring the portal back online by removing this dependency.

2. resolved Mar 31, 2025, 12:18 PM UTC

   The incident has been resolved by our CDN provider.

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Started Mar 24, 2025, 10:36 PM UTC· resolved Mar 25, 2025, 05:11 AM UTC

1. identified Mar 24, 2025, 10:36 PM UTC

   Telair has identified an issue impacting outbound calling to mobile numbers. This fault has been identified in one of our upstream tier-one voice carriage providers and is impacting multiple carriers nationally. We are working to route calls around the impacted carrier.

2. identified Mar 24, 2025, 10:43 PM UTC

   Calls from PBX services to mobiles are now working. We are continuing to work on a resolution for SIP services.

3. monitoring Mar 24, 2025, 10:47 PM UTC

   All PBX and SIP services are now able to make mobile calls successfully.

4. resolved Mar 25, 2025, 05:11 AM UTC

   No further issues have been reported and all monitoring indicates mobile calls have been connecting correctly since 8:47 AEST.

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Started Mar 10, 2025, 03:29 PM UTC· resolved Mar 10, 2025, 03:46 PM UTC

1. identified Mar 10, 2025, 03:29 PM UTC

   Our team have identified an outage impacting customers in NSW. Our engineers have identifed the cause of the fault and are working to restore connectivity.

2. resolved Mar 10, 2025, 03:46 PM UTC

   All services have now been restored.

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Started Mar 05, 2025, 06:12 AM UTC· resolved Mar 11, 2025, 12:20 AM UTC

1. monitoring Mar 05, 2025, 06:12 AM UTC

   Our teams are actively monitoring the impacts of Tropical Cyclone Alfred. We’ll continue to implement measures to safeguard our network and apply relevant contingency plans to ensure continuity of service. We’ll post updates and relevant information as they become available.

2. resolved Mar 11, 2025, 12:20 AM UTC

   This incident has been resolved.

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