Lodging a support ticket: What info is needed?

  • Updated

You can lodge a ticket with us in one of two ways:


All our tickets are read and answered by our local support team, right here in Perth.
When lodging a ticket with us, it's best to clearly and concisely explain your issue with us so we can best help you! 

Here’s a couple of pointers for what to include:

  • A brief description of the issue you're facing and when it’s occurring (i.e: slow speeds in the mornings, dropouts during peak hours, etc).
  • A description of the status of the LED lights/screen on your router and if you are using NBN/OptiComm, the lights of the network termination device (NTD) too!
  • A rundown of any troubleshooting steps you’ve tried before contacting us such as power cycling your router or NTD, etc.
  • Any relevant screenshots and/or pictures.
  • Any relevant speed test results – How to test speed


Even without this information, we’ll still try our best to help you out. Don’t hesitate to send us a ticket, give us a call on (08) 9466 2670 or reach out to us via live chat on our website.

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