All four major banks have confirmed “sporadic outages” of services including ATM and Eftpos access across the country on Thursday, with fingers increasingly being pointed at the country’s largest telco Telstra.
The Commonwealth Bank of Australia confirmed at 3:28pm that it is currently experiencing an “issue affecting some of [its] services” though it did not name specific services affected.
We are aware of an issue affecting some of our services. We apologise to our customers affected by this. Rest assured we are urgently looking into this and will have further updates soon.
— CommBank (@CommBank) July 11, 2019
A CBA spokesperson subsequently told Business Insider Australia that there are problems with “the following services: CBA ATMs, CBA EFTPOS terminals, some in branch services as well as issues logging onto the CommSec website”. The spokesperson stressed that the CommBank app and internet banking are unaffected by the problem.
The spokesperson also said the cause of the problem is not internal but due to “one of [its] telecommunication providers”. She added that the bank’s call-centre is experiencing a “higher than normal” call volume and said there is no need for retail or business customers to call the bank.
“The cause of the problem is under urgent investigation,” she said.
A Westpac spokesperson told Business Insider Australia that the bank is also facing outages of its ATM and Eftpos services, saying the issue is known to be affecting the Sydney metropolitan area, particularly the central business district.
However, peer-to-peer website Down Detector is detailing reports of outages across Australia.
An ANZ spokesperson has confirmed it is also experiencing outages, suggesting the problem might be “telco-related”, while a NAB spokesperson confirmed “sporadic outages” relating to Eftpos but not ATM services in New South Wales and Queensland.
A subsequent tweet from ANZ’s official handle at 4:31pm clarified that the issue is “wide-spread”.
Hello, we can confirm there is a wide-spread issue with EFTPOS terminals in Australia. This does not appear to be isolated with ANZ, however we are working to have this resolved on our end as soon as possible. ^AA
— ANZ Australia (@ANZ_AU) July 11, 2019
Greg McKenna, chair of the Police Bank and a Business Insider Australia contributor, has speculated that a Telstra outage might be an underlying cause of the disruption.
— Greg McKenna (@gregorymckenna) July 11, 2019
Telstra took to Twitter at 4:19pm to confirm the problem and apologise to affected customers but has not provided further information.
⚠️ We’re currently looking into an issue affecting services including EFTPOS and access to ATMs. We’re sorry if this impacts you. We’ll keep you updated as we know more.
— Telstra (@Telstra) July 11, 2019
Supermarket giant Woolworths has also indicated that Telstra is the culprit. In a written statement to Business Insider Australia, a Woolworths spokesperson said its electronic systems are affected but that its stores are still trading.
“Our stores are continuing to trade as our teams are still able to process payments manually at this time,” the spokesperson said.
“We’re working closely with Telstra to rectify the network issue as quickly as possible.”
At 6:51pm Telstra tweeted that most of the issues had been resolved but some remain.
???? Most services are now back online and we’re working with our enterprise partners on the remaining few. We’re continuing to keep an eye on all services as this happens. Thanks for your patience.
— Telstra (@Telstra) July 11, 2019
This story is developing.