Support

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Frequently asked questions

To report a fault, please call the 24/7 Faults team at 1300 794 123.
If applicable, please call from onsite to assist with simple troubleshooting such as turning equipment off and on.

To learn more about our charitable efforts, please visit the Charity page.

What size business do you cater to?

We work with enterprises of all shapes and sizes, from simple one person operations to complex organisations requiring unified systems across multiple sites. There is no project too big or company too small, we would love to learn more about what you do and how we can help.

What if I don't know what I need?

No worries, request a consultation and someone will be in touch to discuss your situation. Once we have a good understanding of your requirements, we can propose a solution that suits your needs and your budget.

What kind of modem is provided?

TP-LINK’s 150Mbps Wireless N ADSL2+ Modem Router (TD-W8950N) is a combination ADSL2+ modem, router, 4-port switch and wireless N access point, with an interchangeable LAN/WAN port suitable for use with NBN fibre connections.

There is a three year limited warranty covering problems with the main device, antenna and external power supply due to defects in material or workmanship. In keeping with the Competition and Consumer Act, simply contact us with any warranty issues and we will handle it on your behalf.

When will I get my bill?

We send out bills at the start of each calendar month via email, or you can choose to receive paper invoices via post for a monthly fee. Please note that plans are billed a month in advance, and usage charges will appear on the following month’s bill.

Why is my first month's bill higher than one month's worth of my plan?

Because plans are billed a month in advance, your first bill actually covers more than one month. It includes a pro-rated amount for the rest of the calendar month, plus the full amount for the following month.

How can I pay my bill?

Use BPAY through your bank or financial institution, post a cheque or money order, or automatically pay on time every time by filling out and returning a Direct Debit Request.

We also accept Visa, MasterCard or American Express over the phone or online. A 3% processing fee will be applied to American Express payments.

Additional information on all your payment options can be found on the first page of each bill.

What if I move house?

In most cases, you will be able to take your number with you. Let us know well ahead of time so we can try to make the transition as smooth as possible. Many relocations require 5-10 business days (1-2 weeks).

There is a relocation fee of $150 for data services. There is no relocation fee for voice services, but there may be a telephone line activation charge for service at your new residence.

How do I appoint an authorised contact?

When you first sign up with us, you have the option to provide the name and details of an authorised contact. You can also add an authorised contact at a later time by writing us, or by calling customer service and allowing us to verify your identity.

Whose network do you use? (Reseller Information)

For our consumer products, PSTN voice service is delivered by Telstra, and ADSL and NBN services are delivered through the AAPT network.

For our business customers, we partner with many different carriers to supply a wide range of quality products and services, including Telstra, Optus, AAPT, iiNet, Symbio and M2.

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