WEBVTT - Just text Elon: Telstra’s Triple-0 ‘solution’

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<v Speaker 1>From The Australian. Here's what's on the front. I'm Claire Harvey.

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<v Speaker 1>It's Friday, July twenty four, twenty twenty six. Higher taxes

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<v Speaker 1>on fossil fuels and wealth and maybe a tougher stance

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<v Speaker 1>on Hermas. That's the prescription from Labour's party faithful as

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<v Speaker 1>members and politicians gathering Adelaide for the ALP's annual conference.

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<v Speaker 1>We've got live coverage of all the drama at The

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<v Speaker 1>Australian dot com dot au. Next time your telco melts down,

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<v Speaker 1>don't worry. Telstra has a backup plan and it involves

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<v Speaker 1>Elon Musk's Starlink satellite network. In the aftermath of yet

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<v Speaker 1>another embarrassing Telstra outage, we've brought in Technology editor Jared

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<v Speaker 1>Lynch to analyze their so called solution and to explain

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<v Speaker 1>exactly how a tech writer makes sure he never goes

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<v Speaker 1>off the air. Jared Lynch is The Australian's Technology editor,

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<v Speaker 1>and part of his job is digging through the en

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<v Speaker 1>trails whenever we have one of the big telco outages

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<v Speaker 1>that seem to be more and more frequent these days.

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<v Speaker 1>The scale of the tragedy linked to Thursday's Optus outage

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<v Speaker 1>is becoming clearer tonight.

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<v Speaker 2>Another network letch that disrupted multiple Triple zero calls.

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<v Speaker 1>Tens of thousands of people unable to make calls or texts.

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<v Speaker 1>It's also impacting some emergency jared in the wake of

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<v Speaker 1>Telstra's big outage which crippled some public transport networks, left

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<v Speaker 1>shops and businesses without connectivity, having to do manual payments,

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<v Speaker 1>and left some people unable to call Triple Oh, you've

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<v Speaker 1>been looking at exactly what was going on at the time,

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<v Speaker 1>and you've did and covered an intriguing link between Telstra

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<v Speaker 1>and Elon Musk's stylink. What is that connection and what

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<v Speaker 1>does it mean?

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<v Speaker 3>Yes, it's quite prizing.

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<v Speaker 2>Telstra CEO Vicky Brady revealed a bizarre workaround for people

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<v Speaker 2>who if they found their phones were in the dark

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<v Speaker 2>during the outage, that they still could have called Triple

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<v Speaker 2>zero and not even rely on any other telco in

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<v Speaker 2>Australia but Elon Musk. But there was a catch, and

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<v Speaker 2>the catch was that they could only text for help,

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<v Speaker 2>not Triple zero, but a family member or a friend

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<v Speaker 2>thanks to satellite messaging, a deal that Telstra did with

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<v Speaker 2>Elon Musk. Not that long ago to say help, I

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<v Speaker 2>need Triple zero? Can you call them for me? And

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<v Speaker 2>then if they were lucky and a family member or

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<v Speaker 2>a friend read the text message, they go, oh they

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<v Speaker 2>need help, no worries called Triple.

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<v Speaker 3>Zero, Oh hang on, where are you? Are you here?

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<v Speaker 2>And then they could get an ambulance, policeman, policewoman, firefighter,

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<v Speaker 2>whatever it may be.

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<v Speaker 3>To render assistance.

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<v Speaker 2>So that was a pretty bizarre workaround, but it's one

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<v Speaker 2>that Vicky Brady told senators could work.

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<v Speaker 4>And brought satellite to mobile texting to our customers. Now

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<v Speaker 4>you can't text Triple zero, but at least you can

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<v Speaker 4>text someone in the event you're outside mobile coverage.

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<v Speaker 3>The last one's a bit weird for me on your session.

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<v Speaker 1>And so does that mean that the person receiving the

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<v Speaker 1>text message would have to be a non Telstra customer

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<v Speaker 1>if they were going to be the one to call

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<v Speaker 1>TRIPLEO for you.

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<v Speaker 3>Well, yes, that's the catch.

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<v Speaker 2>Their phone would have to work so they could then

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<v Speaker 2>call Triple zero and then be put in touch with

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<v Speaker 2>emergency services. It's a very very sloppy work around, but

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<v Speaker 2>it was one that they said could have work.

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<v Speaker 1>Something Vicky Brady conceded and I was interested in your story.

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<v Speaker 1>The way she framed it was that there were mobile

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<v Speaker 1>dead zones. You've called them mobile dead zones, she calls them.

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<v Speaker 1>Some customers experiencing changes in terms of how their experience

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<v Speaker 1>was where they were. So that's a dead zone, right.

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<v Speaker 3>Sounds a bit like Yoda, doesn't it.

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<v Speaker 2>You know, or master your problems before your problems become

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<v Speaker 2>your master?

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<v Speaker 3>What that?

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<v Speaker 2>Yes, it's a dead zone, but it's one of the

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<v Speaker 2>joys that we have when we see CEOs who you

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<v Speaker 2>know and one of Australia's biggest telca you think they'd

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<v Speaker 2>be able to communicate in plain English.

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<v Speaker 3>But that's what she said.

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<v Speaker 1>So let's talk about what the difference is between all

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<v Speaker 1>these types of signals that Telstra's providing at the moment.

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<v Speaker 1>There used to be three G. That's what we all

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<v Speaker 1>had back in the day. Now most of us are

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<v Speaker 1>on five G. What's going on there and why does

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<v Speaker 1>that make a difference in terms of whether you were

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<v Speaker 1>able to get connections that day?

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<v Speaker 2>So five G it works on a higher frequency, and

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<v Speaker 2>that higher frequency is fantastic for higher data speeds. You

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<v Speaker 2>can do a lot more on five G than what

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<v Speaker 2>you couldn't on free G. That's why it was upgraded. Unfortunately,

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<v Speaker 2>those higher frequencies don't travel as far as the lower

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<v Speaker 2>frequencies that free G operated on. And those lower frequencies,

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<v Speaker 2>it wasn't only the distance that they could travel. They

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<v Speaker 2>could also punch through walls for one of a better

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<v Speaker 2>word more clearly. So if you were there in Holt Street,

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<v Speaker 2>Claire and you're on a telstraphone or an Optus free

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<v Speaker 2>G phone, there probably weren't as many mobile dead spots

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<v Speaker 2>in the building because it was better at penetrating walls.

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<v Speaker 2>And that's been a common complaint about people in the cities,

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<v Speaker 2>people in the country.

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<v Speaker 3>They have really had.

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<v Speaker 2>It rough because they rely on mobile towers to travel

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<v Speaker 2>vast distances to get reception. And that's what Vicky Brady

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<v Speaker 2>has been questioned about during the outage, that since the

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<v Speaker 2>free G's shutdown there have been people who once had

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<v Speaker 2>reception now don't have any reception at all. How do

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<v Speaker 2>you look after those people in a time of crisis

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<v Speaker 2>when they need an emergency help, when they need to

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<v Speaker 2>call Triple zero. And that's why the whole free G

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<v Speaker 2>shutdown was pulled back into this outage.

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<v Speaker 5>Around fifty nine thousand devices will no longer have service

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<v Speaker 5>after this weekend and less devices are updated.

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<v Speaker 1>It was shutting down the three gen network essential because

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<v Speaker 1>farmers say that they once had coverage in remote paddocks

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<v Speaker 1>for example, with three G that now just are simply

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<v Speaker 1>not covered under the five G network.

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<v Speaker 3>Geez, I remember growing up and farmers farm boy having

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<v Speaker 3>CB radio if they needed help.

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<v Speaker 2>And of course then mobile connectivity got really good, Like

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<v Speaker 2>we went from two G to three G, things were

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<v Speaker 2>working well, and then we went to four G five G.

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<v Speaker 2>It's a real catch twenty two because we're demanding to

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<v Speaker 2>do more online and have those faster data speeds, and

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<v Speaker 2>in order to deliver that you need to have spectrum

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<v Speaker 2>operating at those high frequencies five G.

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<v Speaker 3>But for those people who.

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<v Speaker 2>They don't want a bar of data, they just want

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<v Speaker 2>to call, they just want to text, then three G

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<v Speaker 2>was the superior technology.

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<v Speaker 3>Should it have been shut down?

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<v Speaker 2>Well, if Australia wants to decentralize itself and rely on

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<v Speaker 2>the new digital internet economy and connectivity, then of course

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<v Speaker 2>it needs to be shut chain because free G just

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<v Speaker 2>can't deliver those speeds that modern economy demands. But that's

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<v Speaker 2>still a very very bitter pill to swallow for those

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<v Speaker 2>people who once had reception and now don't.

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<v Speaker 1>Everyone I know who lives in the country or spends

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<v Speaker 1>time in the country has now got a Starlink connection, Jared.

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<v Speaker 1>This is Elon masks satellite network which provides incredible high

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<v Speaker 1>speed Internet in the most remote of places. It's quite

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<v Speaker 1>remarkable to see that the speed test go off the charts.

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<v Speaker 1>When you turn on a Starlink connection. You can get

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<v Speaker 1>them for your caravan or your fishing boat, or your

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<v Speaker 1>house or your farm. It's the same technology used by

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<v Speaker 1>soldiers in the field in Ukraine, for example, to connect and.

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<v Speaker 5>Starling today as the backbone of the Ukrainian military communications.

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<v Speaker 1>And Australians have absolutely fallen in love with it. Is

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<v Speaker 1>there a risk for Australia in our increasing kind of

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<v Speaker 1>uptake of Starlink that we become reliant that Elon must

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<v Speaker 1>become someone who is an embedded part of our telecommunications network.

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<v Speaker 1>And if he is, is that a bad thing.

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<v Speaker 2>Elon must span the eye and the sky that could

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<v Speaker 2>just switch it off whenever he feels like it, which

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<v Speaker 2>is what he've threatened to do in Ukraine. You mentioned

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<v Speaker 2>that's what soldiers on the ground use they're starlink.

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<v Speaker 3>Of course there is.

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<v Speaker 2>I mean, if you're putting all your eggs in one basket,

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<v Speaker 2>it's starlink. As fantastic as it is, it's still a

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<v Speaker 2>foreign own talco. And we've seen Donald Trump with his

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<v Speaker 2>trade wars, how things can change on a whim.

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<v Speaker 4>Reciprocal tariffs on countries throughout the world.

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<v Speaker 6>Reciprocal That means they do it to us and we

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<v Speaker 6>do it to them.

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<v Speaker 3>Very simple.

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<v Speaker 6>Can't get any simpler, and.

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<v Speaker 2>It's not a wise choice to sort of put all

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<v Speaker 2>our reliance in one operator. We need to have diversification

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<v Speaker 2>here in our tailcos, and that diversification is in coming months,

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<v Speaker 2>we're going to see Amazon enter the race with their

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<v Speaker 2>stalin competitor, Amazon Leo. They've partnered with the NBN to

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<v Speaker 2>deliver a Leo satellite broadband service, and that's when we're

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<v Speaker 2>really going to see this satellite technology enter the mainstream

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<v Speaker 2>because what we know about Amazon is it's almost like

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<v Speaker 2>a race to the bottom in terms of cost, so

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<v Speaker 2>we're going to see it really intensify. And then we've

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<v Speaker 2>got homegrown companies like Gilmore Space which are trying to

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<v Speaker 2>be ord Australia's sovereign capability in this regard. Unfortunately, Gilmore

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<v Speaker 2>hasn't been able to successfully launch a rocket into orbit.

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<v Speaker 2>They've maybe got a few feet off the ground and

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<v Speaker 2>then to crash back down to Earth.

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<v Speaker 3>But that just shows you the.

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<v Speaker 2>Challenge is involved in this new satellite connectivity.

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<v Speaker 1>There are reports or Telstra's admitted that it was basically

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<v Speaker 1>a spare part that failed that was worth about thirty

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<v Speaker 1>thousand dollars. How can that possibly have caused such a

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<v Speaker 1>catastrophic outage?

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<v Speaker 2>And it's a spare part that they were repeatedly warned

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<v Speaker 2>about but ignored. So it wasn't like this was a

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<v Speaker 2>head gasket in your old land Rover that suddenly went

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<v Speaker 2>bang and you thought, oh, that's unfortunate. This was something

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<v Speaker 2>of vulnerability that they knew could cause an issue.

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<v Speaker 1>Here's Telstra CEO Vicki Brady and one of their technology executives,

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<v Speaker 1>Jared Tracy, being questioned by Greens Senator Sarah Hanson Young.

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<v Speaker 5>What about if you had replaced the piece of equipment

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<v Speaker 5>well spencer thirty thousand bucks, that would the problem have happened?

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<v Speaker 5>If you had spent the thirty thousand.

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<v Speaker 4>Bucks, that will be part of the investigation or chair,

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<v Speaker 4>because well, last I'm insta tracy.

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<v Speaker 1>If this was a new.

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<v Speaker 3>Server, would this have occurred?

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<v Speaker 6>That'll have to be part of the investigation.

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<v Speaker 3>What do you think would happen.

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<v Speaker 6>The a newer piece of hardware operating in the same

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<v Speaker 6>design that we intended to the issue wouldn't have happened,

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<v Speaker 6>thank you, And.

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<v Speaker 2>To many Australians that's just absolutely shocking because we accept

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<v Speaker 2>outages happen. I mean, we're pretty understanding. We're not sort

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<v Speaker 2>of like this entitled dogmatic sectional population. We're pretty relaxed.

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<v Speaker 2>As Pauline Hansen said, we've become too relaxed, saying she'll

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<v Speaker 2>be right mate all the time. But where we don't

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<v Speaker 2>become relaxed is when we find out that a part

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<v Speaker 2>which costs thirty thousand dollars that Telstra was warned as

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<v Speaker 2>late as this year needed a software upgrade but said no, no, no,

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<v Speaker 2>we're not using the part in that way, so we

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<v Speaker 2>won't push through the upgrade. And then they were told

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<v Speaker 2>that the part which was fifteen years old. Mind dude,

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<v Speaker 2>you know, starting to creak a little bit in terms

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<v Speaker 2>of technological infrastructure here, that if they just replaced it

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<v Speaker 2>put the thirty thousand dollars.

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<v Speaker 3>I mean, Telstra is a big company.

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<v Speaker 2>They could have probably put someone could have probably put

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<v Speaker 2>thirty grand on a b card like a corporate credit card,

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<v Speaker 2>and just bought the thing and plugged it in bang Beego.

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<v Speaker 3>And the outage would never happen.

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<v Speaker 2>I mean, this is not technological complexity off mobile networks

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<v Speaker 2>that failed here because they are complex beeces. This is

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<v Speaker 2>more a result in a failure off corporate process. Too

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<v Speaker 2>many people's and years ago, the former a Triple C

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<v Speaker 2>chair Alan Fowls called for Telstra to be broken up.

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<v Speaker 2>Maybe Telstra has become too big to notice the small stuff,

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<v Speaker 2>and that conversation should be revisited.

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<v Speaker 3>Jared.

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<v Speaker 1>Whenever one of these network outages happen, they always seem

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<v Speaker 1>to be very early in the morning, and there's always

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<v Speaker 1>a frantic call from the news desk to Jared to

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<v Speaker 1>get onto it and find out exactly.

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<v Speaker 3>What's going on.

0:13:28.920 --> 0:13:31.599
<v Speaker 1>How do you manage this? Have you got a telstraphone

0:13:31.600 --> 0:13:34.040
<v Speaker 1>and an optor's phone and various connections at home to

0:13:34.040 --> 0:13:35.200
<v Speaker 1>make sure you never go down?

0:13:37.520 --> 0:13:37.960
<v Speaker 3>Not quite.

0:13:38.000 --> 0:13:40.079
<v Speaker 2>It feels like in one of those old Cold War

0:13:40.120 --> 0:13:44.320
<v Speaker 2>films we've got red Phone, dreen Phone. Not quite, but

0:13:44.400 --> 0:13:47.400
<v Speaker 2>there are steps you can take to protect yourself against outages.

0:13:47.480 --> 0:13:50.920
<v Speaker 3>For example, yes, I do have a Telstra mobile phone.

0:13:51.800 --> 0:13:54.800
<v Speaker 2>My broadband home broadband is with Telstra, so early in

0:13:54.840 --> 0:13:57.760
<v Speaker 2>the morning when the news desk freaks out there's been

0:13:57.760 --> 0:14:00.600
<v Speaker 2>and outs, Jared get on top of it. I actually

0:14:01.440 --> 0:14:03.679
<v Speaker 2>don't know that my mobile phone is out of faction

0:14:03.880 --> 0:14:07.160
<v Speaker 2>because my home broadband has taken over with another provider

0:14:07.880 --> 0:14:10.040
<v Speaker 2>and I've still got Wi Fi calling. I can still

0:14:10.040 --> 0:14:13.960
<v Speaker 2>get texts from most people. But that was just one

0:14:14.000 --> 0:14:17.240
<v Speaker 2>way that you can sort of shield yourself against some outages.

0:14:17.880 --> 0:14:23.080
<v Speaker 2>Another way is to actually explore the world of e sims. Now,

0:14:23.320 --> 0:14:27.560
<v Speaker 2>most phones can put one, two, three, four e sims

0:14:27.600 --> 0:14:30.000
<v Speaker 2>in there, not a physical SIM, and some of these

0:14:30.120 --> 0:14:33.560
<v Speaker 2>e SIM providers can you can buy plans for as

0:14:33.600 --> 0:14:35.680
<v Speaker 2>little as one hundred dollars a year, so it can

0:14:35.800 --> 0:14:37.520
<v Speaker 2>just be sitting in your phone, and as soon as

0:14:37.800 --> 0:14:40.880
<v Speaker 2>an outage happens, whether it be with your provider of

0:14:41.000 --> 0:14:45.440
<v Speaker 2>choice Telstra, Vota, Phone, Optus or any of those other

0:14:45.480 --> 0:14:49.320
<v Speaker 2>smaller ones that use the Big three, it can switch

0:14:49.360 --> 0:14:51.400
<v Speaker 2>over to one of those e sims. So the key

0:14:51.560 --> 0:14:56.120
<v Speaker 2>is to just have these little strategies similar to like

0:14:56.200 --> 0:14:58.160
<v Speaker 2>carrying a ten dollar note in the back of your

0:14:58.160 --> 0:14:59.320
<v Speaker 2>pocket when you go for a run.

0:14:59.400 --> 0:14:59.920
<v Speaker 3>So if there is.

0:15:02.080 --> 0:15:03.680
<v Speaker 2>Running and you want to get a coffee and there's

0:15:03.680 --> 0:15:07.440
<v Speaker 2>an outing like that, you've got that, you know, ten

0:15:07.520 --> 0:15:09.920
<v Speaker 2>bob note shoved up somewhere that you can pull out

0:15:09.920 --> 0:15:11.440
<v Speaker 2>and still get your cup of coffee.

0:15:11.960 --> 0:15:13.920
<v Speaker 1>Yeah, women's This could get me onto a whole thing

0:15:13.960 --> 0:15:16.680
<v Speaker 1>about women's running gear doesn't have pockets. It's very annoyed.

0:15:16.680 --> 0:15:18.320
<v Speaker 1>You know where to put your phone and your key

0:15:18.440 --> 0:15:21.000
<v Speaker 1>and you and you know, I do carry the fifty dolls,

0:15:21.000 --> 0:15:22.360
<v Speaker 1>but it's not for a coffee. It's in case I

0:15:22.400 --> 0:15:23.320
<v Speaker 1>want to get a cab home.

0:15:23.960 --> 0:15:28.160
<v Speaker 3>You need to have a little backpack. Well, Jared, ire.

0:15:28.080 --> 0:15:29.480
<v Speaker 1>Sure it won't be the last time we talk about

0:15:29.480 --> 0:15:31.960
<v Speaker 1>a network outage. I hope you have connectivity next time

0:15:31.960 --> 0:15:34.120
<v Speaker 1>we're trying to you're trying to cover one, So thank

0:15:34.160 --> 0:15:47.480
<v Speaker 1>you very much. Jared Lynch is The Australian's Technology editor.

0:15:47.560 --> 0:15:50.200
<v Speaker 1>You can check out his work anytime at the Australian

0:15:50.360 --> 0:15:51.520
<v Speaker 1>dot com dot au