The outage in 2023 and the latest blunder, with its deadly consequences, all took place during network upgrades. These upgrades – where a telco such as Telstra, Optus or TPG, selectively shuts down systems to improve their network and then brings them back online – are routine.
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They happen regularly and mostly with minimal problems. Optus has now had two botched upgrades, with the latest one preventing Triple Zero calls in three states and territories that led to three deaths – two in South Australia and one in Western Australia.
Optus has promised a thorough, forensic investigation, which should reveal what exactly went wrong. A band of network engineers, possibly contractors, and project managers would have some serious questions to answer. And it still remains to be verified that the deaths were directly related to an inability to make Triple Zero calls.
But that will all be cold comfort to the families of the deceased, and do nothing for Optus’ reputation, already tarnished by its previous mistakes.
Apart from Rue, this technical error will also be a test for Optus’ new chairman, John Arthur, who replaced Paul O’Sullivan, in August. After a turbulent couple of years, Singtel was banking on Rue and Arthur to get down with the task of reasserting Optus as a credible alternative to Telstra.
It may be back to square one for Optus on that front.
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