Faults & Outages
Q: What are your response times?
Our response times are outlined in our Service Level Agreement which is available on our website. Our team is available 24/7 to manage and support any faults.
Q: Where can I check for service outages?
You can check our website for information on any current outages. We may also post updates on our social media channels. For major outages, email notifications are sent to affected customers.
Q: How do I report a fault?
There are several ways you can report a fault. You can call us on 1300 02 04 02, email us at [email protected], or submit a fault through our website.
Q: How long will it take to resolve my fault?
Resolution times vary depending on the nature of the issue and the service type. Our response and restoration timeframes are outlined in our Service Level Agreement (SLA).
Q: What should I do before reporting a fault?
Some things we recommend depending on the fault:
- Restarting your modem/router
- Checking all cables are securely connected
- Testing with a different device
- Confirming there are no known outages in your area
Q: What happens after I log a fault?
Once your fault is logged, our team will investigate the issue, run diagnostic tests, and keep you informed throughout the process. If required, we will escalate the matter to the relevant infrastructure provider.
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