Find out more about how we manage outages when they happen (which is not very often!) and the communications you can expect if there is a possible effect on your service.
Is the Lightning Broadband Network monitored at all times?
Yes we monitor our network 24/7 and have a team of committed technicians who are dedicated to identifying rapid resolutions.
Will I be notified of planned service outages?
Yes. Occasionally our network may be affected by our own necessary maintenance, or third party works. We always notify all customers affected by planned maintenance or other foreseen circumstances in advance via email, providing timeframes where possible.
Where can I find details of unplanned outages?
If you think you have been affected by an unplanned outage you can check our Status page for an update on any ongoing issues. We endeavour to resolve issues immediately, but please be patient. If you wish to liaise directly with one of our Customer Support Team members, please call us on 03 9089 0515, email us at firstname.lastname@example.org or contact us through your Customer Portal.
Is there any compensation for unavailable services?
We try our very best to maintain services at all times but we’re sure you can appreciate the occasional irregularity can occur. If you have a business-grade service please refer to the Service Level Agreement as to your entitlement.