Optus was unaware network changes caused a problem, and ignored some customer complaints Australian telco Optus says its staff may not have followed established processes when a firewall upgrade they conducted resulted in customers not being able to call emergency services for 14 hours - a period during which it is thought three of the carrier's customers died after trying to seek help, according to the company's CEO....

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Optus gave bad instructions, staff didn't escalate their concerns Technicians working on a firewall upgrade made at least ten mistakes, contributing to two deaths, according to a report on a September incident that saw Australian telco Optus unable to route calls to emergency services....