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What to do when experiencing planned network disruptions
What to do when experiencing planned network disruptions

Find out happens when we're maintaining our network

Casey avatar
Written by Casey
Updated over a week ago

We understand how important it is to stay connected, so to ensure we provide you with the best possible service, maintenance on our network is essential to improve and maintain the reliability of our network. πŸ”§

We'll let you know up to 3 days in advance if we think your connectivity will be impacted as a result of the work.

During these maintenance windows, our team works diligently to perform upgrades, fix issues, and optimise our network infrastructure to provide you with a better overall experience. πŸ‘·β€β™‚οΈπŸ‘·β€β™€οΈ

Here are some steps you can take to minimise the impact of network maintenance on your service:

  1. Keep an eye on notifications from us regarding upcoming maintenance - we'll let you know if scheduled maintenance is due to take place in your area and may affect you. πŸ“²

  2. Use our Network Status Checker to track the progress of the works taking place

  3. Set up Wi-Fi calling to supercharge your signal πŸ“žπŸš€

  4. Connect to Wi-Fi where possible, we know this is a given, but if maintenance is taking place on a day when you really need to keep connected, plan ahead and find a suitable connection.


Will I lose service whilst maintenance takes place?

We'll do our best to keep disruption to your service minimal, but there might be times you'll experience temporary outages or reduced performance.

How long does maintenance take? ⌚

The duration of network maintenance can vary depending on several factors.

Planned maintenance usually takes no more than a day or so, but if a mast is down due to damage or technical fault, it may take longer to restore service entirely.

How will you let me know in advance?

If you're a data-only customer, we'll aim to send you an email up to 3 days in advance of any planned work starting.

If you're on a Voice plan, we'll aim to send you a text message up to 3 days beforehand.

Can I opt out of these type of notifications? πŸ“΄

These notifications are service messages, so you can't opt-out. All SMARTY customers automatically receive them if their registered postcode is due to be impacted by planned maintenance.

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