What happens if I have a problem?

If you have a problem with your service, here's what happens.

Firstly, regardless of what type of service you have, you should always turn your equipment off & on again.

I know it sounds like a cliche, but it is a very effective problem solver!

With ADSL - Turn your Modem off.
If you have a Router, turn it off.
Turn your modem back on & waits 'til it reconnects.
turn your router back on.

With NBN - Turn your router off & then back on again.

With MOBILE PHONE - turn your phone off.
Take the battery out.
take the SIM card out (carefully)
Put the SIM card back.
Replace the battery.
Swithc your phone handset back on.

With Landline - try the service at another socket & with another handset.


Still no good?
Read this guide & give us a call or open a Helpdesk Ticket or send us an email

We'll do some more problem specific troubleshooting & see if we can fix it.

If we still haven't got it solved. we will probably need to report a fault with the specific service carrier.

This may take some time for a resolution, because we are reliant on a third party for resolution.
We will open a Helpdesk ticket & send you regular updates regarding the resolution of the Varicocele issue

How long does it take once we have reported a fault? Typically a fault will take 3 to 5 working days for resolution.
However, if Mass Service Disruptions have been declared in your area, the fault resolution timeframe can be significantly longer, up to 30 days in some cases.

Do I need to be home for the Technician? Typically no. The technician will endeavour to fix the fault without needing access to your home or premises. If an appointment is required, we will contact you to arrange a suitable time & date.

Once the issue is solved we will advise you & close the helpdesk ticket once you have confirmed that the issue is fixed.



How to get the most from Support

How much does it cost to call support? - We don't charge you for basic support issues.
Things we don't support include;

  • Advanced Modem/Router configuration, including port forwarding, firewall rules, MAC filtering - please contact your Modem/Router manufacturer for details
  • Mail & Web Servers
  • Peer to Peer & other file sharing software
  • VPN configuration
  • Configuration of Games Consoles
  • Computer Software or Hardware issues
  • Networking issues beyond basic connectivity to the Wat zegt de Bijbel over gokken is gokken een zonde internet
  • Computer & Application use / training

Our support department is good - probably the best in the business, but you can help Support help you, by helping yourself.

General Principles

There are a few basic principles that you should understand which will make life easier for everyone