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Connection issues
A flood, fire, or storm can cut off your services when you need them most. Your provider should restore your service as fast as it safely can, and keep you connected where possible.
TIPS
How you can work with your provider on connection issues after a natural disaster
Report the outage to your provider and ask when they expect to restore your service
Ask for a temporary option, like call diversion or a different service, to stay connected
Tell your provider if you or anyone in your household depends on the service for urgent or medical needs
Confirm your provider won’t charge you for services you cannot use
OUR EXPECTATIONS
What we expect your provider to do
If you report a connection issue after a disaster, your provider should:
Restore your service
Your provider should work with you to reconnect your service as soon as they safely can.
Keep you informed
Your provider should tell you what they are doing and when they expect to reconnect your service.
Keep you connected
Your provider should offer options like call diversion or a temporary service where possible.
Not charge you for services
Your provider shouldn’t charge you for services you cannot use.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what your provider told you, and if they did enough to fix it.
How quickly your provider responded after the disaster
If they considered your situation and kept you updated
If your provider offered a temporary option
If they charged you fairly
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Restore your service
Reconnect your service where possible or tell you when this is likely to happen.
Refund or credit you
Return charges for the time your service was down.
Provide a temporary service
Where possible, offer a temporary option while they reconnect your service.
Waive fees
Remove any reconnection or late fees linked to the disaster.
Get more support
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How we've helped others
Read more about Sandra was left without a vital phone service after satellite service failures- Natural disaster
Sandra was left without a vital phone service after satellite service failures
When a satellite phone service failed in a remote community prone to flooding, Sandra was left without reliable access to healthcare, emergency services and essential communications.
Read more about Kelly was unable to receive emergency notifications during a bushfire- Natural disaster
Kelly was unable to receive emergency notifications during a bushfire
When bushfires threatened her community, Kelly's mobile service became unreliable, leaving her unable to depend on emergency notifications and essential communications.
-
Read more about Sandra was left without a vital phone service after satellite service failures
- Natural disaster
Sandra was left without a vital phone service after satellite service failures
When a satellite phone service failed in a remote community prone to flooding, Sandra was left without reliable access to healthcare, emergency services and essential communications.
-
Read more about Kelly was unable to receive emergency notifications during a bushfire
- Natural disaster
Kelly was unable to receive emergency notifications during a bushfire
When bushfires threatened her community, Kelly's mobile service became unreliable, leaving her unable to depend on emergency notifications and essential communications.