Optus Outage Ethical Communication in a Crisis Michael McNamara Yin Fah Foo
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In 2017, we had a very successful launch of the new mobile network services (Optus 4G/LTE) at the start of the new financial year. We achieved this milestone with a new service offering that is truly unique, enabling Optus customers to enjoy a seamless and exceptional customer experience with minimal disruption to their daily lives. One morning in June 2017, the mobile network failed for several hours, with Optus customers reporting issues such as dropped calls, limited data speeds, and poor signal. After
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I have worked for Optus for several years and I have always been impressed with their ethical behavior. I have witnessed several incidents where their employees have gone above and beyond to solve customer problems and support their customers in difficult situations. However, in April 2017, Optus faced a significant outage of its network, which caused a major disruption for hundreds of thousands of customers. The outage was due to a faulty network cable that was buried deep underground. This fault led to delays in calls, messages, and website access for thousands of customers
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Optus Outage: Ethical Communication in a Crisis The past few days have been quite tumultuous, with the major wireless service provider, Optus experiencing an outage, which has left its customers stranded, as the internet connection appears non-existent. The recent events that have happened in Optus, which has caused significant customer inconvenience have given rise to discussions on the issue of ethical communication, and this case study seeks to provide an insight into this issue in a context of a crisis situation, with an emphasis on how
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Title: Topic 1: Optus Outage Ethical Communication in a Crisis As we were driving to work today, we experienced a faulty call line connection to Optus. We were promised that the fault would be fixed within 15 minutes. However, when we arrived, we found out that the fault remained and the connection was still not restored. We experienced this situation when many people in our office are not online at the same time, resulting in communication and productivity issues. We are disappointed because of the fact that Optus has promised a solution and
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I was part of an online team that handled a severe internet outage in Optus. The disaster was caused by a power outage in a remote town in Victoria, which meant that the main network feed wasn’t accessible. All telecoms companies in Victoria were forced to cease operations temporarily. In my opinion, this was a big and potentially catastrophic crisis. The company had no control over the severity of the event and, to a large extent, had no idea of what was going on. However, I felt that I could still do something for the
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Optus’ Outage Management System (OMS) is one of the essential parts of Optus’ business process. OMS is a comprehensive and highly complex software system that provides real-time access to Optus’ broadband customers, including mobile broadband and fixed broadband customers. However, for months, Optus experienced an unprecedented, extended, and frequent service outage that affected all their services. As the situation was critical, the company needed to address the situation expeditiously. However, what was more concerning, was that the crisis had a significant impact on
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Optus is the top telco in Australia with 34 million subscribers. They recently experienced an outage with their network. The outage had the most impact on their customers with more than 2 million complaints. resource They had to stop services, which caused inconvenience to a large number of users. After analyzing the problem, we discovered the root cause — a server failure. This was due to an overloaded network environment. Our team implemented a swift response, and we kept a close communication line between the customer and the network team. We ensured that the outage