How can we help you today?
Search the help centre to find the answers to your problems.
Quick Links
Browse by category
Internet
- How to power cycle your modem/router
- How to set up your TP-Link VX230v
- How to set up your TP-Link HB210
- Check for outages
- Run a speed test
- Fix common internet issues
- BYO router settings guide
- Understanding Wi-Fi
- Moving home
- What to expect on your connection day
- Modem warranty and faulty modems
- Do you offer a static IP address?
- Do you offer an email address?
Accounts & Billing
My Account guide
Get in touch
Choose how you'd like to reach us. The quickest option is usually self-service, but if that doesn't work for you, please reach out by one of the methods below.
Help Centre
Browse guides and answers to common questions.
Live chat
Chat with our team for quick questions and account help.
Thanks, your message has been sent
We've received your message and our team will be in touch, usually within one business day. If it's urgent, call us on 1300 899 174.
Making a complaint
We're here to help. If something isn't right, tell us and we'll work to fix it quickly and fairly.
We're here to help
Most issues can be sorted with a quick call or chat, and our team will always try to resolve your concern at first contact. If we can't fix it straight away, we'll explain what happens next and keep you updated until it's resolved.
How to lodge a complaint
- Call us on 1300 899 174
- Live chat with our team — start a chat
- Online through My Account, or using the complaint form
How we handle complaints
We comply with the Telecommunications Consumer Protections (TCP) Code and the ACMA's complaint-handling requirements. When you raise a complaint we'll acknowledge it promptly, investigate it fairly, keep you informed of progress and any proposed resolution, and work to resolve it as quickly as possible. We'll confirm the outcome with you and, on request, provide it in writing.
You can read our full process here: Complaints Handling Policy.
Still not satisfied? Contact the TIO
If you're not happy with how we've handled your complaint, you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent dispute-resolution service for residential and small business telecommunications customers.
We'd always like the chance to make things right first, so please reach out to us before escalating. We're confident we can help.
Thanks, your complaint has been sent
Thank you, we have received your complaint and our team will be in touch within one business day. We will also provide a reference number for your complaint for tracking purposes. If you'd like to speak to us sooner, call 1300 899 174.
Outages
Check whether there's a known outage or planned maintenance affecting your service.
Information about major outages and significant local outages
Good news, everything's running smoothly. No major or significant local outages right now.
If something does go wrong, we'll post updates here straight away. We know how frustrating it is when your internet drops out, so we'll always be upfront about what's happening and what we're doing to fix it.
How we communicate outages
Keeping you informed matters to us. We follow ACMA and Telecommunications Consumer Protections (TCP) Code requirements for communicating Major and Significant Local Outages to affected customers.
You can read our full policy here:
Major or Significant Local Outage Policy
Something not working?
We get it, internet problems are stressful, especially when you're working from home, helping the kids with homework, or just trying to unwind. Let's sort it out together.
- Run a network test in My Account. It only takes a few seconds and can often pinpoint the issue.
- Lodge a fault through My Account. Our team will get on it and keep you in the loop.
- Give us a call or chat to us. Real people, real help. We won't rest until you're back online.
Upcoming & current outages
Your connection travels across several networks before it reaches your home, and some of those are outside our control. If everything looks fine on our end but you're still having trouble, it may be an issue further up the chain.
These links will help:
- nbn® network status
- nbn® Major & Significant Local Outages
- OptiComm network status & outages
- Optus service status
We know it's not much comfort when you just want things to work. If you're unsure where the problem sits, reach out to us anyway. We're happy to help you track it down.
Test your speed
Check your current connection speed. For the most accurate result, plug into your modem with an Ethernet cable, pause other downloads, and run the test a few times.
Tip: Wi-Fi results are often lower than your plan speed, especially far from the modem or through walls. See our modems & Wi-Fi guide for how to get the most out of your connection. Already a customer? Run a network test in My Account.