Something’s Wrong – How To Get It Fixed

Something’s wrong with your service and you don’t know how to get it fixed? Check our handy guide on when to call support, how to call support and what you’ll need when you call support.

Ok, we’ve all been there. Something’s not right with your internet service, and you need to get it fixed. So how do you get started?

Step 1

Don’t assume we already know about it.

More often than not, we don’t.

Widespread, network-wide issues that affect dozens, hundreds or thousands of households are detected by our systems, but the vast majority of faults only affect single households. Residential services are able to be provided at a lower cost because the consumer acts as the reporting system – which means if you don’t tell us, we’re probably not going to know we need to fix it. Call us as soon as you are concerned there is potentially an issue with your service.

Step 2

Have you tried turning it off and on again?

We wouldn’t normally recommend taking tech support from a sitcom, but Roy is on the money with this: Have you tried turning it off and on again? You may very well save yourself a phone call by a simple reboot of your router. Turn it off, wait ten seconds, turn it back on. Connections such as Fixed Wireless, FTTP and FTTC may have a device that the router plugs into – reboot that too.

It’s ok if you need to reboot your device/s periodically to keep things ticking along. It’s not ok if you have to do it all the time to keep everything running. We definitely want to know if you’re rebooting your router as part of your morning wake-up routine because you have to do it Every. Single. Day.

Step 3

The information we’ll want you to provide.

Knowing what we’re may ask will help make your tech support call as short as possible, and we all value a quick support experience. Let’s try to bring this down to some basics.

  • Please be at the premises where you’ve been experiencing the issue, with a device (preferably a laptop, desktop PC or a tablet) powered on and ready to use. Calling from your car or your office to report a problem at your home is almost always going to lead to a second call, because we’re going to have to ask you questions about the service that you probably can’t answer remotely. Save yourself the hassle and call once, call from the premises, call with a device you can use to assist in troubleshooting.
  • Be the account holder, or a registered Authorised Contact on the account, or a registered Consumer Advocate with authorisation to access technical support on behalf of the account holder. You can check and update your Authorised Contacts via the customer portal, or call us if you need to nominate a Consumer Advocate to assist you.
  • Have a quick check to ensure everything is plugged in securely, and powered on. This comes up more frequently than you’d expect.
  • Speed issuesWe’re going to need you to perform some speed tests to help with this, so you might like to get started before you call us. Use the speed test on our website:

    It’s best to get a spread of tests at different times of day to help identify if the speed issues are intermittent or constant, and if they correspond to events such as peak times.

    You’re going to get better, more accurate results if you perform the speed test over an ethernet cable rather than WiFi, so please use a cabled connection if possible.

    Also, please make sure no other devices are using the connection while you run the test – we want to measure the speeds that are being delivered to the premises, not the bandwidth that’s left over after all the other devices in the house choke up the connection.

  • No ConnectionThe lights on your router tell us a lot about your connection being offline, so we may ask you to check if lights are on, off, red, green, flashing or solid. Being close to the router when you call, or having noted the status of all the lights before calling if it’s not possible to be close to it will help this step in troubleshooting.

    If you have an NBN Fixed Wireless Connection, FTTP or FTTC, or an OptiComm connection, we may also ask about the status of the lights on the equipment installed in the premises for that connection.

  • VoIP Phone IssuesIf your VoIP phone is offline, or if you’re having trouble making or receiving calls, you should definitely reboot the router before contacting us. This will resolve most VoIP issues straight away.

    If you’re having trouble with calls dropping out or call quality, take note of the calls that this affects – time, date, phone number, and whether it was an inbound or outbound call. Providing us with these examples can assist us to assist you.

Step 4

The best way to contact us for technical support.

We recommend phoning us on 1300 66 55 75,
or emailing,
or logging into the customer portal at and creating a support ticket.
We have technicians on all these channels who are trained to assist.

We do not recommend coming into the store as a first contact for technical support, and we request that you do not bring equipment in for testing unless a technician has instructed you to do so. This usually just ends up wasting your time, and we’d like to avoid that whenever possible.

Step 5

The best time to contact us for technical support.

The best time is as soon as you become aware of a problem. If you delay in reporting it to us, you may just add to the the time it takes to have it resolved.

We are open 8am-9pm Mon-Fri, 9am-6pm Sat, 12pm-6pm Sun, 12pm-6pm Public Holidays. You can phone at any time during these hours.
You can submit an email or support ticket 24 hours a day and it will be responded to within business hours.

Although we strive to keep call wait times low at all times, we find call volumes are typically lowest between 2pm and 4pm weekdays.