Helpdesk Support - Super Typhoon Fung-Wong

Minor incident Broadband New South Wales BTLA - Schofields HAMK - Homebush West INFTC - Norwest LAMK - St Leonards LNMK - St Leonards LOFT - Ashfield MCPK - Macquarie Park MIND - Lane Cove PCHY - Roseville PNCL - Miranda SYMR - Roseville Queensland CDEI - Coolangatta CENA - Varsity Lakes MILES - Kirra PLMV - Raceview Victoria ACRG - Tyers ALDO - Fraser Rise ALFE - Altona North AMBL - Pakenham AURB - Epping CMRA - Springvale South CNPK - Cheltenham CRDN - Officer EAST - Cranbourne East EDBK - Pakenham ESWD - Cranbourne East FGPD - Wollert GRVE - Maidstone HAIG - Heidelberg Heights MRDN - Dandenong MVLG - Dandenong RWLK - Werribee TKNA - Essendon TSDL - Teesdale VWRD - Springvale VYLK - Keilor East WFRS - Warragul WRSE - Wollert WTSE - South Morang Free to Air TV New South Wales BTLA - Schofields INFTC - Norwest LAMK - St Leonards LNMK - St Leonards MCPK - Macquarie Park MIND - Lane Cove PCHY - Roseville SYMR - Roseville Queensland CDEI - Coolangatta CENA - Varsity Lakes MILES - Kirra PLMV - Raceview Victoria AMBL - Pakenham AURB - Epping CNPK - Cheltenham EDBK - Pakenham FGPD - Wollert GRVE - Maidstone MRDN - Dandenong MVLG - Dandenong VYLK - Keilor East WFRS - Warragul WDMR - Mambourin

11-Nov-2025 10:35 AEDT · 2 days, 23 hours, 4 minutes

Updates

Resolved

This notification is to inform you that the recent issue impacting our service desk functions has been restored on Wednesday the 12th of November.

WE have continued to monitor the situation in the Philippines and are now comfortable that no further interruptions should be experienced.

Once again, the RedTrain support team thank you for your patience and understanding in this matter.

Regards
Redtrain Support

14-Nov-2025 · 09:37 AEDT

Issue

As a result of the Super Typhoon Fung-Wong, our helpdesk staff in the Philippines are current experiencing issue with both power and internet, which is currently heavily impacting the level 1 helpdesk function team.

Please note that is not impacting our level 2 assurance functions for faults raised via the RSP portal, however, will impact our ability to answer telephone enquiries from yourselves and our customers as well as other customer administrative functions, which may also impact our site visit booking process.

We are currently working with both our Philippines and on-shore staff to investigate options to assist with supporting our customers during this time, we appreciate your patience and understanding during this time.

11-Nov-2025 · 10:35 AEDT

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