EWN Support and Frequently Asked Questions
EWN is a multi-channel distribution system for public warning products issued by government agencies.
What alerts can I expect to receive?
Most warnings are sourced from the Bureau of Meteorology (BoM) though we do not issue every warning. Please refer to the Weather Warning Alerting FAQ page for details.
Is an SMS issued for every alert?
Typically yes, though with two main exceptions:
- Fire Weather Warnings because they are issued the day before the event and are also a passive non-urgent type of threat - a fire weather warning does not mean any bushfires will occur.
- An email only severe thunderstorm forecast may be issued for days when widespread severe thunderstorm activity is expected but is yet to develop. A normal Email and SMS alert will be issued if warnings are issued by the BoM.
Should I receive any alerts for areas away from where I live?
No. If you have received any alerts that are for another part of the country there is a problem with the geocoding of your address. Please email support so we can fix the problem.
When are landline alerts issued?
Landline alerts are only issued where EWN has an arrangement with a local council to do so, otherwise you should only expect to receive email and SMS alerts.
Why have I received no alerts, or why do I no longer receive any alerts when I used to?
Possible reasons for this include:
- Your email address was entered with a typographical error during registration
- Your street address was not able to be geocoded into a latitude and longitude by Google Maps or your address details were incomplete
- Your email address has changed since you first registered
- Email alerts sent to you that are bouncing back to us with a "mailbox full", "spam", "account closed/disabled" or other errors may be disabled without notice. This will also stop SMS and landline alerts.
Please email support including your mobile phone number and address and we'll investigate.
How do I add another mobile phone number to my account?
Use another email account to register the other number, or open a free online email account with hotmail/gmail etc and use that. Alternatively email support and we'll add the details for you. This option is not available in all areas.
Why are email alerts from EWN appearing as code instead of properly formatted messages?
Some mobile devices and email clients have problems rendering our HTML messages. If this is affecting you email support and we can set your registration to receive "plain text" alerts instead.
Did you receive your SMS alert late or not at all?
Our system sends SMS and emails at the same time though it can take several minutes for alerts into metropolitan areas to complete. Occasionally network congestion by the SMS providers prevents the immediate delivery of SMS alerts. This may affect every customer of a particular mobile phone provider at that time (Optus, Telstra, Vodafone, Virgin). If you do receive a late SMS and want to find out more please email support and also mention the mobile carrier you are with.
Did you receive your Email alert late?
Our system sends email alerts very quickly and you should expect to receive one at the same time or within minutes of the SMS. Network congestion can hold up email alerts from time to time but this is beyond our control. Yahoo Email (and associated brands) is consistently delaying our alerts, sometimes by many hours. The only solution at present is to use a different email address for alerts.
Please use these links for support related enquiries.
Please only use the phone numbers for urgent matters.
- 1300 70 30 17
- 02 6674 1315
- 0403 147 197
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