Escalate a Current Issue - Regional Tech Hub

Escalate a current landline/ internet issue to your telco provider

If you have an ongoing issue with your phone or internet connection, we can help escalate this issue with your retail service provider (RSP) to try and get a faster resolution.

You MUST try to solve your issue first before completing this form. It is essential that you have a ticket or fault number from your RSP. Please ensure you have a correct address (including locality) before filling in this form.
- I'll try and fix it myself
- Escalate my issue
- For your phone
  
  "*" indicates required fields
  
  Step 1/6
  
  What type of device do you have?*
  
  iPhone
  
  Android
  
  Landline
  
  I don’t have a phone but want to look at my options
  
  Other
  
  Step 2/6
  
  Who is your current Retail Service Provider (RSP)?*
  
  Telstra
  
  Optus
  
  Vodafone
  
  I don’t have one
  
  Other
  
  Step 3/6
  
  How old is your device?*
  
  Less than 12 months old
  
  1-4 years old
  
  I don’t know
  
  Step 4/6
  
  What do you mostly use your phone for?*
  
  I mostly use my mobile phone for texting and phone calls
  
  I access the internet on my phone
  
  I travel/work remotely and rely on my phone for everything
  
  Step 5/6
  
  Do you know which network your phone currently accesses?*
  
  3G
  
  4G and below
  
  5G and below
  
  Unsure
  
  Step 6/6
  
  What is the main issue you have with your mobile phone connection?*
  
  I frequently have very low or no signal (one bar or less)
  
  I can make calls and text but the internet won’t load
  
  Calls frequently drop out or become ‘robotic’ or ‘echo’
  
  Result
  
  Please visit the Phone page for more information.
  
  Result
  
  Please visit the Mobile Repeaters Equipment page for more information.
  
  Result
  
  Please visit the 3G Shutdown Article page for more information.
  
  Result
  
  Please visit the Mobile Troubleshoot page for more information.
  Phone
  This field is for validation purposes and should be left unchanged.
- For your internet
  
  "*" indicates required fields
  
  Step 1/6
  
  What type of device do you have?*
  
  Mobile phone
  
  Laptop, iPad or Tablet
  
  Desktop computer
  
  Step 2/6
  
  What kind of internet connection do you currently use?*
  
  Mobile broadband
  
  nbn® Fixed Wireless
  
  nbn® Fibre
  
  nbn® Satellite
  
  Starlink Low Earth Orbit Satellite
  
  Fixed Wireless through a WISP (Wireless Internet Service Provider)
  
  Other
  
  Step 3/6
  
  Do you need internet access outside of your house?*
  
  No, just in the house
  
  Yes, in the house and outer buildings, e.g., office or shed
  
  Yes, in the house and on-farm or in paddock
  
  For travel or on the road
  
  Step 4/6
  
  What do you want to use the internet for?*
  Basic activities such as banking, email and social media
  Gaming, streaming services and watching YouTube
  Using agTech equipment
  
  Step 5/6
  
  Do you currently use any equipment to extend your internet?*
  
  Yes
  
  No
  
  Step 6/6
  
  What are the problems you experience with your internet connection*
  
  Internet will only work close to the router
  
  I have a constant connection but speeds are slow
  
  My connection frequently drops out
  
  I have not tried to connect at home yet
  
  Result
  
  Please visit the Point to Point Connection Equipment page for more information.
  
  Result
  
  Please visit the mobile repeaters page for more information.
  
  Result
  
  Please visit the Internet Options page for more information.
  Please visit the On Farm Connectivity page for more information.
  
  Result
  
  Please visit the Routers page for more information.
  Please visit the Troubleshooting page for more information.
  Please visit the Internet Options page for more information.
- "*" indicates required fields
  
  Step 1/6
  
  What type of device do you have?*
  
  iPhone
  
  Android
  
  Landline
  
  I don’t have a phone but want to look at my options
  
  Other
  
  Step 2/6
  
  Who is your current Retail Service Provider (RSP)?*
  
  Telstra
  
  Optus
  
  Vodafone
  
  I don’t have one
  
  Other
  
  Step 3/6
  
  How old is your device?*
  
  Less than 12 months old
  
  1-4 years old
  
  I don’t know
  
  Step 4/6
  
  What do you mostly use your phone for?*
  
  I mostly use my mobile phone for texting and phone calls
  
  I access the internet on my phone
  
  I travel/work remotely and rely on my phone for everything
  
  Step 5/6
  
  Do you know which network your phone currently accesses?*
  
  3G
  
  4G and below
  
  5G and below
  
  Unsure
  
  Step 6/6
  
  What is the main issue you have with your mobile phone connection?*
  
  I frequently have very low or no signal (one bar or less)
  
  I can make calls and text but the internet won’t load
  
  Calls frequently drop out or become ‘robotic’ or ‘echo’
  
  Result
  
  Please visit the Phone page for more information.
  
  Result
  
  Please visit the Mobile Repeaters Equipment page for more information.
  
  Result
  
  Please visit the 3G Shutdown Article page for more information.
  
  Result
  
  Please visit the Mobile Troubleshoot page for more information.
  Phone
  This field is for validation purposes and should be left unchanged.
- "*" indicates required fields
  
  Step 1/6
  
  What type of device do you have?*
  
  Mobile phone
  
  Laptop, iPad or Tablet
  
  Desktop computer
  
  Step 2/6
  
  What kind of internet connection do you currently use?*
  
  Mobile broadband
  
  nbn® Fixed Wireless
  
  nbn® Fibre
  
  nbn® Satellite
  
  Starlink Low Earth Orbit Satellite
  
  Fixed Wireless through a WISP (Wireless Internet Service Provider)
  
  Other
  
  Step 3/6
  
  Do you need internet access outside of your house?*
  
  No, just in the house
  
  Yes, in the house and outer buildings, e.g., office or shed
  
  Yes, in the house and on-farm or in paddock
  
  For travel or on the road
  
  Step 4/6
  
  What do you want to use the internet for?*
  Basic activities such as banking, email and social media
  Gaming, streaming services and watching YouTube
  Using agTech equipment
  
  Step 5/6
  
  Do you currently use any equipment to extend your internet?*
  
  Yes
  
  No
  
  Step 6/6
  
  What are the problems you experience with your internet connection*
  
  Internet will only work close to the router
  
  I have a constant connection but speeds are slow
  
  My connection frequently drops out
  
  I have not tried to connect at home yet
  
  Result
  
  Please visit the Point to Point Connection Equipment page for more information.
  
  Result
  
  Please visit the mobile repeaters page for more information.
  
  Result
  
  Please visit the Internet Options page for more information.
  Please visit the On Farm Connectivity page for more information.
  
  Result
  
  Please visit the Routers page for more information.
  Please visit the Troubleshooting page for more information.
  Please visit the Internet Options page for more information.
Check out some of our most popular resources
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"*" indicates required fields

Step 1 of 2

Fill out the form and we'll be in touch
First & Last Name*

Email*

Phone*

Please make sure the number you enter is valid.
Address*

Your Region*

Fill out the form and we'll be in touch
Name of Your Provider*

Name of the Account Holder

Account Number*

Type of connection you are having issues with*
ADSL Connections
What are you experiencing issues with?*
Mark only one of these choices
Briefly describe the issue you are experiencing*
Is your Landline phone also not working or is it just your Internet connection?
When did you notice the issue/fault commence?*

What have you done so far to troubleshoot the issue with your retail service provider?*
Fault number from your service provider?

To have a fault number will help escalate the issue to their RSP or NBN on their behalf.
nbn® SkyMuster® Satellite
What are you experiencing issues with?*
Mark only one of these choices
What type of plan are you having issues with?*
Mark only one of these choices
Briefly describe the issue you are experiencing*
When did you notice the issue/fault commence?*

What have you done so far to troubleshoot the issue with your retail service provider?*
Fault number from your service provider?

To have a fault number will help escalate the issue to their RSP or NBN on their behalf.
INCIDENT number from nbn co*

You can find this number by contacting your service provider
NTD Number on the nbn box*

You can find this number at the front of the nbn box (black unit on your wall with nbn logo on the front and has a coloured ring), it will be located at the top of the ring on a white sticker starting with NTD000.
nbn® Fixed Wireless
What are you experiencing issues with?*
Mark only one of these choices
Briefly describe the issues you are experiencing*
When did you notice the issue/fault commence?*

What have you done so far to troubleshoot the issue with your retail service provider?*
Please explain what you have done so far
Provider fault number

To have a fault number will help escalate the issue to their RSP or NBN on their behalf.
INCIDENT Number from nbn co*

You can get this from your provider, the number will start with INC
NTD Number labelled on your nbn box*

You can locate this on the sticker placed at the top of the nbn unit installed on your wall.
Have you tried a second port with another provider to test the issue at all? If so, can you explain further?*
Please explain what you have done so far
nbn® Fixed Line
What are you experiencing issues with?*
Mark only one of these choices
Briefly describe the issues you are experiencing*
When did you notice the issue/fault commence?*

What have you done so far to troubleshoot the issue with your retail service provider?*
Fault number from your service provider?

To have a fault number will help escalate the issue to their RSP or NBN on their behalf.
INCIDENT number from nbn co*

You can find this number by contacting your service provider
WISP - Non-nbn Wireless Service
What are you experiencing issues with?*
Mark only one of these choices
Briefly describe the issue you are experiencing*
When did you notice the issue/fault commence?*

What have you done so far to troubleshoot the issue with your retail service provider?*
Fault number from your service provider?

To have a fault number will help escalate the issue to their RSP or NBN on their behalf.
Mobile Phone & Mobile Broadband (3G/4G/5G)
What are you experiencing issues with?*
Mark only one of these choices
Briefly describe the issue you are experiencing*
When did you notice the issue/fault commence?*

What have you done so far to troubleshoot the issue with your retail service provider?*
Fault number from your service provider?

To have a fault number will help escalate the issue to their RSP or NBN on their behalf.
Landline Phone
What type of Landline service do you have?*
Mark only one of these choices
Landline Phone Number - Including Area Code*

Briefly describe the issue you are experiencing*
When did you notice the issue/fault commence?*

What have you done so far to troubleshoot the issue with your retail service provider?*
Fault number from your service provider?

To have a fault number will help escalate the issue to their RSP or NBN on their behalf.
Other Connection Issue
What technology are you having issues with?*

Briefly describe the issue you are experiencing*
When did you notice the issue/fault commence?*

What have you done so far to troubleshoot the issue with your retail service provider?*
Fault number from your service provider?

To have a fault number will help escalate the issue to their RSP or NBN on their behalf.
How did you find us?*
Hidden
Originating IP Address

Comments
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Fixed

Wireless

Satellite

Mobile

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Data Usage Controls

Troubleshoot Phone

Troubleshoot Internet

Popular Pages

Forms

About us

Popular Pages

Fixed

Wireless

Satellite

Mobile

Popular Pages

Data Usage Controls

Troubleshoot Phone

Troubleshoot Internet

Popular Pages

Forms

Escalate a current landline/ internet issue to your telco provider

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Having issues filling out the form?

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