Fault Reporting

Agents who encounter a problem when capturing a phone should report it in-game and/or to Telstra.

Quick Reference Table

Issues can either be reported to Telstra (to fix a physical issue with the phone) or in-game (to fix an issue with game data). Follow this table to ensure your issue is reported correctly.

Type of issue	Recommended action
Access to the phone is blocked due to construction	Consider returning to the phone in a few days Otherwise report in-game under not accessible
Phone is not accessible to the public	Report in-game under not accessible
The phone cannot be found (ensure you check the written address in case it differs from the location on map)	Report in-game under can't find
The phone was found in a different location to where it appears on the map in-game	Report in-game under wrong location
The written address in-game is incorrect
The phone or cabinet has been vandalised	Report to Telstra Do not report in-game unless the phone cannot be captured
The handset is faulty (ie. no sound), broken or missing
The screen is broken
One or more keys on the keypad do not work	Report to Telstra Report in-game under phone broken Note: even if you can capture without that specific key, another agent may not, so please report
The TTY keyboard fails to open	Telstra is likely to already be aware of the issue, however there's no harm in reporting it again Report in-game under phone broken
The phone does not turn on when the handset is lifted	Try pushing in the hook with your finger several times Otherwise, report to Telstra and in-game under phone broken
The phone displays an error message (e.g. out of service, please wait, SMS only)	Try resetting the phone by holding a button while lifting the handset or calling it from another phone Otherwise, report to Telstra and in-game under out of service
The operator says "the call cannot be completed as dialled" instead of asking for your PIN	Report in-game under call won't connect
The call appears to connect but no sound is heard Calls to other numbers also fail similarly	Report to Telstra Report in-game under out of service
The call appears to connect but no sound is heard Calls to other numbers work	The game is experiencing an outage, try again later

How to report

The easiest way to report a fault to Telstra is via Snap Send Solve (SSS). You can report from your browser here or download the app. You need to submit a picture of the phone, location and a brief description of the problem (ideally write the cabinet ID here). It will then prompt you to pick a category. Either "Payphone Vandalism" or "Pit/Manholes and Equipment" is ok, as long as the solver name is Telstra.

You can also report directly by calling Telstra on 180 22 44.

To report an issue in-game, tap on the phone, then "REPORT ISSUE" at the bottom. Select the issue type and follow the prompts.

Resolving a report

Reports submitted via SSS will be entered into Telstra's own fault management database. This is usually very quick, within 24 hours in most cases. Your report status will change to "viewed" or "in progress" when this is done.

Telstra will then schedule a technician to fix the issue. This can take a while, especially if it is a low priority issue. SSS reports are usually not marked as resolved by Telstra, however you are able to do this yourself if you would like.

Once a report is made in-game, it will be held in a queue for review by an admin. The phone will appear in yellow on the map if there are any open reports on it. Following admin review, for wrong location reports, the game database will be updated and the report will be closed. For other report types, it may or may not be decided to mark the phone as inoperable, removing the phone from considering when calculating edges and triangles. Phones marked inoperable will appear in red on the map.

You can always capture any phone, even if it has open reports or has been marked inoperable. The holder of a phone can close any reports on it by tapping on the phone then "REPORT FIXED". If a phone marked inoperable is captured, it will immediately become operable, with triangles and edges being recalculated soon after.