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If any customers are still experiencing any issues with their XT devices following the recent network outage, such as inability to send text messages, in many cases these problems can be resolved with a ‘hard reset’ of their device.
To perform a hard reset customers should:
Keep your device powered on
Remove your battery from the device
Remove your SIM card from the device
Reinsert your SIM card
Reinsert your battery
Power up the device as normal
If customers are still experiencing problems with their device after performing the hard reset, please call 123 and select option 9, where a dedicated customer support team will help them with any issues.
All XT mobile sites have been restored since 10pm last night.
Mobile sites in the lower South Island, which had been experiencing issues since Wednesday morning, are now operating and stable.
Intensive monitoring of the network will continue and a full and thorough review will be conducted.
Compensation for customers significantly affected by the network issues will be announced early next week.
Telecom apologises again to customers affected by this issue.
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For more information, please contact:
Ian Bonnar 027 215 7564
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