Unplanned NBN Interruption

Dear Customers & Partners,

Current Status: Working, degraded (management tools, static IP)

During last night’s emergency maintenance works NBN connections were migrated to replacement infrastructure. A configuration issue has since been identified with the replacement infrastructure that resulted in some services being unable to reconnect at completion of the maintenance, which has now been corrected.

If your service has not reconnected, please reboot your router. If the issue persists, please reach out to our support team.

We’ll issue a separate scheduled maintenance advisory for further works as our network team, in collaboration with the vendor, continue working to restore management tools and static IP addressing

We thank you for your patience as our team works to fully resolve the issue.

Dear Customers & Partners,

Current Status: Working, degraded (management tools, static IP)

Works have continued to progress toward full restoration of service.

Emergency maintenance last night involving both our network engineering team and the vendor’s technical representatives was unable to complete restoration during the allocated maintenance window. This necessitated a rollback to ensure connectivity and, as part of this rollback, some services reverted to a dynamic IP instead of their assigned static address.

Further emergency works will take place this evening from 10PM (AEST) and a separate maintenance notice will be issued shortly.

Current connection status information in the customer portal remains unavailable.

Our network engineering team, in collaboration with the vendor’s technical representatives, are continuing works to restore full functionality.

We thank you for your patience as our team works to fully resolve the issue.

Dear Customers & Partners,

Current Status: Working, degraded (management tools)

Work has continued throughout the weekend and NBN connections with a static IP have had their static IP restored overnight.

If you do not have connectivity, or your service has not switched back to its assigned static IP, please reboot your router and contact us if the problem persists.

Current connection status information in the customer portal remains unavailable.

Our network engineering team are continuing works to restore full functionality, with no ETA available for full resolution.

We thank you for your patience as our team works to fully resolve the issue.

Dear Customers & Partners,

Current Status: Working, degraded (no static IP).

Affected nbn services are working, however nbn services with a static IP address are currently assigned a new dynamic IP address. Please reboot your router if you do not have internet connectivity, and contact us if the problem persists.

Efforts by our network engineering team are ongoing with no current ETA on a full resolution.

MaxoTel unreservedly apologies for the impact and duration of this service interruption. We thank you for your patience as our team works to fully resolve the issue.

Dear Customers and Partners,

NBN services are successfully reconnecting. If your service has not reconnected, please reboot your modem.

Please note that the service status is unable to be reflected in the Customer Portal at the moment.

For customers with static IP addresses, please be aware that as an interim measure your service will receive a different IP address.

Engineers are continuing to work through the issue, and we will continue to pass on any updates.

Dear Customers and Partners,

Remediation of the platform was unsuccessful, and engineers are now working to replace the affected infrastructure as a matter of priority.

We will continue to provide updates, including ETAs, as they become available.

Dear Customers and Partners,

Engineers have identified the cause of the interruption as an underlying infrastructure fault and are currently working to correct this following vendor guidance.

We will continue to provide updates as soon as they become available.

Dear Customers and Partners,

Engineers have isolated the problem to a specific configuration and service stack, and are working to remediate the issue as soon as possible.

We will continue to provide updates as they become available.