Faults
When your phone or internet service stops working or drops out, it can affect your work and daily life. If your provider isn’t fixing the fault, we may be able to help.
What we can help with
Select your situation for specific advice and steps.
- Learn more about Dropouts and no service
Dropouts and no service
Your internet drops out, mobile calls break up or disconnect, or your landline is noisy or doesn’t work.
- Learn more about Faulty equipment
Faulty equipment
The equipment you bought as part of a bundle (such as a phone, tablet, or modem) is not working.
- Learn more about Internet faults
Internet faults
Your internet is slow, dropping out, or you have no service at all.
- Learn more about Mobile coverage
Mobile coverage
You have no mobile reception, or your service is dropping out.
Ready to make a complaint?
10-20 minutes
What we can't do
Help with some equipment complaints
We can only help with equipment if it is linked to a telecommunications service.
Guarantee a specific outcome
We work with you and your provider to reach a fair resolution. We can’t guarantee a specific outcome or compensation.
Tips for working with your provider
Try saying/asking:
- I’d like to report a fault. Can you give me a reference number and an estimated repair time?
- My service has been down for [X] days. Can you tell me what’s causing the delay and when it will be fixed?
- My service is still not working. Can I ask for a credit or refund for the time it hasn’t been working?
- I need my service for [medical/safety/work] reasons. Can you treat this as a priority?
- How to solve dropouts and no service issues
- How to deal with repeating faults
- How to solve Wi-Fi issues
- What is a statutory infrastructure provider?
Not making progress? Get us involved
10-20 minutes
How we've helped others
Read more about Mandy experienced two years of landline problems- Faults
Mandy experienced two years of landline problems
Customer experienced ongoing landline faults for two years despite repeated reports, but after a complaint the provider restored the service and offered a reliable backup option.
Read more about Payment details were accidentally deleted from Paul's account- Billing or debt
Payment details were accidentally deleted from Paul's account
A customer’s service was suspended after a billing misunderstanding. We helped resolve the issue by restoring account details and securing a discount on future bills.
Read more about Daniel’s beauty salon is paid $10,000 in compensation for business loss- Billing or debt
Daniel’s beauty salon is paid $10,000 in compensation for business loss
Daniel operates a beauty salon and has a telephone and internet service with Brave Networks. Clients contact the salon by telephone to make appointments.The salon’s telephone and internet services be…
-
Read more about Mandy experienced two years of landline problems
- Faults
Mandy experienced two years of landline problems
Customer experienced ongoing landline faults for two years despite repeated reports, but after a complaint the provider restored the service and offered a reliable backup option.
-
Read more about Payment details were accidentally deleted from Paul's account
- Billing or debt
Payment details were accidentally deleted from Paul's account
A customer’s service was suspended after a billing misunderstanding. We helped resolve the issue by restoring account details and securing a discount on future bills.
-
Read more about Daniel’s beauty salon is paid $10,000 in compensation for business loss
- Billing or debt
Daniel’s beauty salon is paid $10,000 in compensation for business loss
Daniel operates a beauty salon and has a telephone and internet service with Brave Networks. Clients contact the salon by telephone to make appointments.The salon’s telephone and internet services be…