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Telstra CEO points out undocumented change in software as cause of outage during Senate testimony

Telstra CEO Vicki. Brady said on Friday that the outage last week at Australia's biggest telecoms.firm was probably caused by a.missed software update and an undocumented.design change.on a network.time-keeping.device.

Last Wednesday's outage was the latest of a series that has hit Australia's telecoms sector in the last few years. It cut off phone service for thousands of customers and disrupted wireless payment systems.

Optus, Australia's second largest telecoms company, experienced a?13 hour disruption in emergency call services, which may have led to four deaths.

This was followed by a cyberattack in 2022 that exposed the personal information of millions of people and an outage in 2023, which left millions without internet or phone for a whole day.

Brady stated in her opening remarks to the Senate that maintenance work on network timing and synchronisation gear triggered a software configuration which reset the device's time to 2006.

Telstra's network was affected by this failure, resulting in voice and data services being disrupted, as well as calls to Triple Zero.

This issue occurred because a design change made to the time-keeping system to correct a previous fault was not properly documented. The maintenance team did not know how the equipment would react when it was restarted.

The device also lacked a software update.

Brady said to the Senate that the outage might not have occurred if the software update had been completed or if the design change was properly documented and reviewed after the previous incident and reflected in the maintenance procedure.

Our investigation will examine why the design change wasn't documented, why the software update wasn't completed, and what changes need to be made in our control systems so that known risks can be captured, prioritised, and closed before they affect customers.

Brady moved to Telstra from Optus, owned by Singtel. (Reporting and editing by Vijay Kishore; Rajasik Mukherjee)

(source: Reuters)