Faults can only be processed during business hours, once it is lodged we will inform you the fault has been lodged. Telstra will give us a repair timeframe from 1 to 3 working days depending on the location and nature of the fault. This timeframe can be extended by Telstra if a delay occurs outside of their control.
When informing us of the fault please let us know the following:
What is the telephone lessee name?
What is your full telephone service number?
Can you hear a dial tone? Yes / No
Do you get a recorded message and what does it say?
Was there a storm before/during the fault? Yes / No
Have you performed an isolation test? Yes / No
(Please follow the isolation test process)
Have you tried to use another telephone handset? Yes / No
Do you have a monitored alarm or Foxtel? Yes / No
When will you be home for a technician to visit?
(If you do not give us this information then Telstra may attempt to visit and leave a calling card, this will delay your fault resolution)
What is your alternate contact other than the service you are reporting the fault on?
By lodging this form you agree that if the fault lies with your equipment then a Telstra charge will apply.*
*We cannot lodge a fault unless you have performed an isolation test and eliminated your own equipment to the best of your ability. If we lodge the fault and it turns out to be your equipment Telstra will charge you for this service. We lodge the fault based on the understanding that you accept this.
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