Dear Valued Customers,
As previously notified by QTelecom on Wednesday 13 January 2016, QTelecom’s normal operations in the Illawarra and South Coast Districts of New South Wales were affected by a series of severe weather events on or about Monday 4 January 2016 through to Wednesday 6 January 2016. QTelecom’s telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of QTelecom services.
Due to the extent of damage to the QTelecom network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 27 March 2016.
QTelecom has identified that the effect of these circumstances applies to an additional 3,650 services bringing the total number of services impacted to approximately 7,350 services. This number may increase as QTelecom assesses the full affect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 27 March 2016. This date is indicative only; QTelecom customers should anticipate that some further delays may occur.
QTelecom regrets any inconvenience caused to customers and thanks them for their
patience while this work is being undertaken.
QTelecom services encompassed in this exemption are in the area bounded by and including, but is not limited to the area starting at Port Hacking on the coast, following the coastline south past Wollongong, Jervis Bay and Batemans Bay to Kianga. From Kianga the area turns west to Belowra and then north past Araluen and Nerriga to Tallong. From here, turn northeast to Robertson, north to Cobbitty, northwest to Warragamba and north to Glenbrook. From Glenbrook the area heads southeast past Wetherill Park back to Port Hacking. All suburbs, towns off shore islands and coastal areas serviced by QTelecom within these boundaries are encompassed in this exemption.
Services in the area mentioned above with phone numbers in the following number ranges may have been affected:
02 4220 2000 To 02 4239 7999
02 4251 5000 To 02 4283 9199
02 4295 0000 To 02 4297 9999
02 4412 3000 To 02 4412 3999
02 4428 0000 To 02 4429 9999
02 4441 0000 To 02 4479 9999
02 4621 0000 To 02 4658 7999
02 4720 0000 To 02 4720 0999
02 4773 0000 To 02 4774 9999
02 8738 0000 To 02 8738 9999
02 8777 0000 To 02 8796 9999
02 9203 3000 To 02 9203 9999
02 9426 0000 To 02 9426 8999
02 9600 0000 To 02 9618 9999
02 9729 5000 To 02 9734 9999
02 9753 6000 To 02 9753 8999
02 9765 0000 To 02 9765 9999
02 9820 0000 To 02 9829 9999
02 9914 0000 To 02 9914 1899
02 9933 3000 To 02 9933 5999
As these circumstances were outside of QTelecom’s control, QTelecom is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that QTelecom is notifying customers that normal service time frames may not be met during the period of 7 January 2016 to 27 March 2016 inclusive (based on QTelecom’s estimated recovery schedule correct at the time of publication of this notice)
We apologise for the inconvenience.
With thanks,
QTelecom Customer Care Team
