In a major blow to outback travel, Thuraya has indefinitely cancelled their service. The news comes a few weeks after a sustained Force Majeure Event affecting their T3 satellite, which covered Australia. As a result, all Thuraya services in Australia have been suspended, and users need to be aware of the following critical information.
What Happened?
On April 16, 2024, Thuraya services in Australia became unavailable due to issues with their T3 satellite. Thuraya has worked extensively with the satellite manufacturer to recover the services but has determined that it is unable to do so. As a result, Thuraya declared a Force Majeure Event and terminated its agreement with Pivotel, the service provider in Australia. Despite previous assessments in 2020 by Boeing, which indicated the T3 satellite would operate until 2031, this unforeseen event has led to a complete service shutdown.
Impact on Users
With the Pivotel Thuraya satellite service suspended, users will no longer be able to make or receive calls, SMS, or data using their Thuraya device. Emergency calls to 000 via Thuraya satellite phones are also no longer possible. Pivotel has suspended all Thuraya services and backdated the suspension to April 15, 2024. Users will not incur any charges for services post this date. Pre-paid service fees will also be credited or refunded.
Alternative Solutions
Given the abrupt service cessation, Pivotel is working to provide special offers for Thuraya customers to transition to other satellite networks. In the interim, if you urgently need a replacement satellite phone, you can order from Pivotel’s website or contact their Customer Care team at 1300 882 448.
Options Available:
- Inmarsat IsatPhone 2: A reliable alternative for satellite communication.
- Iridium 9555 Satellite Phone: Known for its global coverage.
- Iridium GO!: Offers mobile satellite connectivity for smartphones and other devices.
Pivotel will also assist in transferring existing service numbers to a new network, ensuring minimal disruption to communication needs.
Refunds and Returns
If you recently purchased a Thuraya phone or data terminal, you might be eligible for a full or partial refund, depending on the device’s age and condition. Pivotel will provide detailed instructions and an online process for submitting refund requests, which will require proof of purchase and the device’s serial number.
For devices not distributed by Pivotel, refunds or credits are not available. Although discounted offers for alternative devices will be extended to all affected customers.
Next Steps
Pivotel is finalizing the systems needed to facilitate the transition to alternative services. Users will be able to apply for replacement services through an online portal. It is recommended to check your Pivotel account login credentials in preparation for this transition. While the shutdown of Thuraya services in Australia is unfortunate, alternative solutions are being provided to ensure you remain connected during your adventures.
For more information and to explore your options, visit Pivotel or contact their Customer Care team.
