COVID-19 Information Hub

As the global telecom industry manages the impact of COVID-19, find out how we're evolving our network and processes in response, and what this means for your end-customers.

 


Number porting

Australian number porting

 

  • Most Telstra Cat C porting suspended indefinitely
  • Telstra Cat A and Cat C third-party (Telstra donor) ports recommenced from April 6
  • Cat A and Cat C porting from other carriers continues
  • Priority Assist and emergency service porting is case-by-case
  • End customers should expect longer than usual porting times

 

Telstra porting suspended

Telstra has frozen most CAT C porting. Cat A porting and Cat C porting where Telstra is the donor carrier have recommenced.

If you have an urgent need to proceed with a Telstra port due to Priority Assist or emergency service, please contact your Account Manager.

 

Other porting continues

Only Telstra porting is affected. Ports from other carriers, such as Optus and TPG, continue, although you may experience significant delays. 

The Symbio porting team are based in Australia and continue to operate. We are working extended shifts to clear backlog and ensure continuity. 

 

 


Legacy phone and internet

ISDN, PSTN and ADSL services

 

  • ADSL, ISDN and PSTN disconnections have been suspended, with no date provided for this to recommence
  • End customers can continue using these services for the time being
  • Service providers are advised to plan to move customers to SIP Trunks or Hosted Voice and NBN or Fibre 

 

 


Customer service

Customer support hours 

  • Telstra helpdesk has reduced support hours
  • Symbio support hours remain the same, and in many cases we are working extended hours to resolve faults - please be mindful of significant support volumes at this time
  • Where we need to work with Telstra to resolve a fault, the service time may be significantly longer than normal