Internet operator Opticomm ‘on notice’ over lengthy outages in Cairns

Opticomm Faces Challenges in Far North Queensland Internet Connectivity

Several neighborhoods in Far North Queensland are enduring prolonged internet outages, leaving residents frustrated and disconnected for extended periods. The issue stems from Opticomm, a wholesale fiber-optic operator, which has faced widespread criticism for its unreliable network performance. As taking over the fiber-to-the-home network from Telstra’s Velocity in March 2023, Opticomm has become the sole provider in certain areas, forcing residents to rely on mobile or satellite connections as their only alternatives.

Adam Jacobson, a resident of Ocean’s Edge estate in Palm Cove, shared his struggles. “We’ve had outages lasting up to 36 hours,” he said. “It’s a significant challenge for anyone trying to run a business or keep children entertained during school holidays.” Jacobson, who previously enjoyed a stable connection, now frequently switches to mobile hotspots during critical moments. “In my case, I’ve had crucial meetings where I’ve had to quickly swap over to hotspot on my phone, which is not the most professional look,” he added.

Adam Jacobson is concerned about Opticomm’s network performance. (ABC Far North: Christopher Testa)

For some residents, the outages are more than just an inconvenience—they are a lifeline.Leonie Barber, a vision-impaired resident of Smithfield, relies heavily on the internet to stay connected. “Because of my condition, I am very reliant, to avoid being socially isolated, on the internet,” she explained. Barber has already switched to a more expensive Starlink satellite service due to Opticomm’s frequent dropouts. She recounted missing online meetings hosted by Vision australia and expressed concern about the upcoming cyclone season. “Here we are,in this particular time of year where these services are so vital,” she said.

Opticomm’s role as a wholesaler complicates matters further. As it doesn’t provide internet services directly,affected residents must lodge complaints with their respective internet service providers. this added layer of bureaucracy has left many feeling helpless and unheard.

The recurring outages, averaging 16 hours since April 2023, have sparked widespread frustration. Residents are calling for accountability and improved service reliability, especially as the region enters a critical period where stable internet access is essential for safety and interaction.

As the situation unfolds, the spotlight remains on Opticomm to address these concerns and restore trust among its users. For now, residents like Jacobson and Barber continue to navigate the challenges of unreliable connectivity, hoping for a resolution that ensures their digital lifelines remain intact.

Fibre-to-the-Home Internet Disruptions Leave Far North Queensland Residents Frustrated

When fibre-to-the-home works, it’s faster than satellite alternatives. (ABC Far North: Christopher Testa)

Residents in Far North Queensland who depend on Opticomm’s fibre-to-the-home internet services have been grappling with frequent outages since April 2024. Out of 15 reported disruptions,11 were traced back to fibre-optic cable cuts within Telstra’s network,which Opticomm relies on for backhaul connectivity.Some of these incidents involved purposeful acts of vandalism targeting copper cables.

two additional outages were caused by power failures on Telstra’s transmission network, while another two resulted from a local power outage in the Trinity Beach area.These recurring issues have left many households and businesses struggling with unreliable internet access, impacting daily operations and communication.

geoff Aldridge, Opticomm’s Chief of Infrastructure Networks and Technology, shared that the company has been working for months to improve the resilience of its network.”We’ve been awaiting results of a feasibility study from Telstra … for some months now,” Aldridge stated. Telstra, however, has declined to comment on the study, citing commercial confidentiality.

Reliable internet connectivity is crucial for both work and leisure. (Example Source)

Opticomm’s dependence on Telstra’s infrastructure underscores the challenges smaller providers face in delivering consistent service. While fibre-to-the-home technology offers faster speeds compared to satellite alternatives, its performance is heavily reliant on the stability of the broader network.

as Opticomm continues to explore solutions, residents in affected areas remain hopeful for a more robust and dependable internet service. The outcome of Telstra’s feasibility study could considerably influence the future of connectivity in Far North Queensland, perhaps paving the way for more reliable internet access for the region’s residents and businesses.

Residents across multiple queensland communities have been grappling with persistent internet outages, with many blaming broadband wholesaler Opticomm for the disruptions. Reports suggest that the company’s failure to implement redundant links has been a major contributor to the ongoing connectivity issues, leaving hundreds without reliable internet access during crucial periods.

One frustrated resident, who chose to remain anonymous, expressed their concerns: “If there was a redundant link, then 13 out of those 15 outages could’ve been avoided — it’s as simple as that.” This sentiment reflects a growing dissatisfaction among affected communities, who are questioning why Opticomm launched its consumer network without adequate backup systems in place.

Regulator Steps In Amid Growing Complaints

Queensland Senator Nita Green has taken a keen interest in the matter, revealing that her office has received “many complaints” about Opticomm’s service over the past six months. “Especially just before Christmas, there seems to have been a real fault which affected hundreds of people in the northern beaches of Cairns,” she said.

Senator Green also highlighted the additional challenges residents face when attempting to resolve these issues. “The problems have been compounded by opticomm being tough to contact, and residents having to reach out to their individual internet service providers instead,” she explained.

“I have put opticomm on notice that it’s unacceptable the way these residents have been treated, and they really need to make sure this is resolved,” Senator Green emphasized.

This Cairns estate relies on Opticomm internet infrastructure. (ABC Far North: Christopher Testa)

In today’s fast-paced digital world, reliable internet access is no longer a luxury—it’s a necessity. Yet, for residents in certain new housing developments, this essential service remains frustratingly unreliable.Opticomm, a provider of broadband services to select residential estates, has come under fire for its lack of a robust backup system, leaving many households disconnected during outages.

Critics argue that Opticomm should never have been allowed to operate without ensuring redundancy in its network. “I’m glad to hear there’s been some action taken on the issue,but it does raise the question of why you would go live with a consumer network without any redundant links in the first place,” remarked a local expert. The absence of backup systems has led to frequent disruptions, with one expert estimating that “13 out of those 15 outages could’ve been avoided—it’s as simple as that.”

As the situation continues to unfold, regulators are closely monitoring Opticomm’s response. The australian Communications and Media Authority (ACMA) is particularly focused on whether the company is meeting its obligations as a statutory infrastructure provider (SIP). For now, residents are holding onto hope that Opticomm will take swift and decisive action to address the recurring outages and restore confidence in its services.

For many, the issue goes beyond inconvenience. In an era where remote work, online education, and digital communication are integral to daily life, unreliable internet access can have far-reaching consequences. As one resident put it, “It’s like living without electricity or water—you can’t function properly.”

Opticomm’s challenges highlight a broader issue in the telecommunications industry: the need for infrastructure that can withstand the demands of modern connectivity. As the company works to resolve its technical shortcomings, the spotlight remains on its ability to deliver the reliable service that residents expect and deserve.

What Steps Is Opticomm Taking to address Resident Concerns Over Network Outages?

Residents in several Queensland communities have been grappling with persistent internet outages, sparking widespread frustration and criticism toward broadband provider Opticomm. The lack of redundancy in Opticomm’s network has been pinpointed as a key issue, leaving hundreds of households without reliable connectivity during crucial moments.

One anonymous resident voiced their exasperation, stating, “If there was a redundant link, then 13 out of those 15 outages could’ve been avoided — it’s as simple as that.” This sentiment echoes across the affected areas, where many question why Opticomm launched its consumer network without implementing backup systems to prevent such disruptions.

Queensland Senator Nita Green has taken a keen interest in the matter, revealing that her office has received numerous complaints about Opticomm’s service over the past six months. “Particularly just before Christmas, there seems to have been a real fault which affected hundreds of people in the northern beaches of Cairns,” she said.

senator Green also highlighted the added challenges residents face when attempting to resolve these issues. “The problems have been compounded by Opticomm being tough to contact, and residents having to reach out to their individual internet service providers instead,” she explained.

She emphasized the urgency of the situation, stating, “I have put Opticomm on notice that it’s unacceptable the way these residents have been treated, and they really need to make sure this is resolved.”

Critics argue that Opticomm should not have been allowed to operate in residential estates without ensuring a reliable backup system. “I’m glad to hear there’s been some action being taken on the issue, but it does raise the question of why you would go live with a consumer network without any redundant links in the first place,” one critic noted.

Senator Green also stressed the shared duty of local councils, state, and federal governments in ensuring that new housing estates are equipped with essential services. “The onus is on all levels of government to make sure people have access to good services they deserve,” she said.She further emphasized the need to prioritize infrastructure likewise utilities like electricity and sewerage are planned. “I think we need to think about trunk infrastructure the same way we think about access to electricity and sewerage when we’re setting up housing developments,” she added.

This issue highlights a growing concern as communities expand and the demand for connectivity increases. without proper planning and investment in infrastructure, new housing estates risk leaving residents disconnected in an increasingly digital world. The call for action is clear: governments and developers must collaborate to ensure no community is left behind in the digital revolution.

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The Future of Internet Connectivity in Far North Queensland

In the heart of Far North Queensland, residents are grappling with a persistent challenge: unreliable internet service.For many, the dream of seamless connectivity remains just out of reach, as repeated outages disrupt daily life. “It’s a frustrating situation,” remarked one local expert, capturing the sentiment of countless households and businesses in the region.

At the center of this issue is Opticomm, a smaller internet service provider that relies heavily on Telstra’s infrastructure. While fibre-to-the-home technology promises lightning-fast speeds, its effectiveness hinges on the stability of the broader network.This dependency has exposed the vulnerabilities faced by smaller providers in maintaining consistent service, especially in remote areas.

Despite these challenges, there is a glimmer of hope. Opticomm is actively exploring solutions, and residents in affected areas remain optimistic about the possibility of a more robust and dependable internet service. The outcome of Telstra’s ongoing feasibility study could prove pivotal, potentially reshaping the future of connectivity in Far North Queensland.

Simultaneously occurring, the repeated outages serve as a stark reminder of the critical role reliable internet plays in modern life. From remote work to online education and entertainment, the need for resilient networks has never been more apparent. Service providers must prioritize the stability and reliability of their infrastructure to meet the growing demands of their users.

As the region awaits a resolution, the conversation around internet connectivity continues to evolve. The challenges faced by Far North Queensland highlight the broader need for innovation and investment in digital infrastructure. For now, residents remain hopeful that a brighter, more connected future is on the horizon.

What specific actions are being proposed or implemented by the Australian goverment to ensure reliable internet access as a basic utility in new housing developments?

Rage,” Senator Green added,highlighting the importance of treating internet infrastructure as a fundamental utility.

The recurring outages have not onyl disrupted daily life but also raised concerns about the broader implications for communities reliant on digital connectivity. Remote work, online education, and telehealth services have become integral to modern living, making reliable internet access a necessity rather then a luxury. For many residents, the lack of a dependable connection has led to important disruptions, with some describing the situation as “like living without electricity or water.”

Opticomm has acknowledged the issues and is reportedly taking steps to address the concerns. The company has committed to improving it’s network infrastructure, including the implementation of redundant links to prevent future outages. However, progress has been slow, and residents remain skeptical about whether these measures will be sufficient to restore confidence in the service.

The Australian communications and Media Authority (ACMA) is closely monitoring the situation, particularly in relation to Opticomm’s obligations as a statutory infrastructure provider (SIP). The regulator has emphasized the importance of ensuring that all Australians have access to reliable and affordable broadband services, especially in new housing developments where infrastructure is still being established.

As the debate continues,the focus remains on the need for robust and resilient telecommunications infrastructure that can meet the demands of modern connectivity.For now, residents are left hoping that Opticomm will deliver on its promises and provide the reliable service they need to stay connected in an increasingly digital world.

In the meantime, Senator Green and other stakeholders are urging all levels of government to prioritize the growth of essential infrastructure in new housing estates. By treating internet access as a fundamental utility, they hope to prevent similar issues from arising in the future and ensure that all Australians have access to the services they need to thrive in the digital age.