Help/Report a fault

Report a fault

Service down or degraded? Tell us what is going wrong and we will get to work. Need an add, move or change instead? Request a change →

Priority 1 or 2 outage? Phone 1300 266 439 as well as submitting this form.

Voice & calling
NBN & internet
Voice fault report

Tell us what's going wrong

The more detail you give us up front, the faster we can investigate and restore your service. Fields marked * are required to meet our SLA response targets.

01Your details

Mobile preferred for testing purposes

02About the fault

The NBN box (NTD) your modem plugs into, usually mounted on a wall.

Please reboot before submitting. Restart your modem and any NBN equipment, then wait 5 minutes before submitting this form. A reboot often clears the fault, and it's one of the first things we'll need to rule out.

03
Fault examples

Some faults come and go - so only telling us about it once, often isn't enough for us to find the cause. Please give us at least three examples of when it happened. The exact date, time and phone numbers for each one help us track down what went wrong and get it fixed much faster.

Example 1*
Example 2*
Example 3*
!

Got more than three examples? Add them in the Anything else box below, or upload them as an attachment — the more examples we have, the faster we can trace the fault.

04Anything else?
Max file size 10MB.
Uploading...
fileuploaded.jpg
Upload failed. Max size for files is 10 MB.

Screenshots, call recordings or log exports. PDF, PNG, JPG, CSV, XLSX, MP3, WAV.

Critical or major outage? Priority 1 and Priority 2 incidents must also be reported by phone on 1300 266 439 — don't wait for a reply to this form.

Thank you! Your submission has been received!
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What happens next? Once you submit, we'll acknowledge your report and assign it a priority, then keep you updated to match (see the information tile above, or check out our SLAs and Faults Policies). For after-hours critical (P1) emergencies, maintenance clients can call the emergency line provided during onboarding.

Note: If any key details are missing, we'll come back to you to confirm them before we can start - so the more detail provided above, the sooner we can get to work.

How it works
1

Log the fault

Submit this form with your contact details, the scope of impact and a clear description. Phone us for any P1 or P2 outage.

2

We triage & assign

We assign a priority based on impact, which sets your response, restoration and update targets under the SLA.

3

We keep you updated

You get regular updates at a frequency matched to the priority, right through to resolution — carrier escalation where needed.

Incident priorities

P1 · Critical

Complete service outage

P2 · Major

Significant degradation, multiple users

P3 · Moderate

Limited impact — site or individuals

P4 · Minor

Low impact or intermittent issues

P5 · Service request

A change or non-fault request

Request a change →
Response & updates
Critical faultsSupported 24/7
P1 updatesEvery 30–60 min
P2 updatesEvery 2 hours
P3–P5 updatesAs agreed / daily
The policies behind this
Faults Reporting Policy →Service Level Agreement →Complaints Handling Process →