Why pay a premium fee for a service that isn’t? How the nationwide outage could hurt Telstra

According to the Guardian, Telstra's business model depends on a reputation for reliable, nationwide mobile coverage that justifies premium prices. A nationwide outage has badly damaged that reputation at a critical moment. Just last year, when rival Optus suffered operational failures and an emergency services outage, Telstra capitalized by winning new customers. Now, Telstra's own outage threatens to reverse that advantage, raising a sharp question: why would customers keep paying premium fees for a service that can't consistently deliver on its core promise?

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