support
Eftel is proud to have established itself as a leader in customer service in the Australian Internet industry, providing reliable, high quality technical diagnosis and support, 24 hours per day, 7 days per week.
Our fault reporting system is linked directly to our Network Operations Team. They are available by pager when a problem is logged out of business hours.
Fault reporting procedures
When reporting all faults via telephone, email or the pager service , please quote your:
- Client ID
- The nature of the fault
- Callers name and contact number
Non-ADSL Issues
For Network, Dial Port, VISP and other non-ADSL issues, email support@eftelwholesale.net at any time or call 1300 362 674 during the following hours:
Eastern Standard Time: Monday to Friday, 8am - 7.30pm
Western Standard Time: Monday to Friday, 6am - 5.30pm
Outside of these hours the telephone service will divert to a pager. This pager is carried by designated network staff 24 hours per day, 7 days per week. Therefore it should only be employed for very urgent and mission-critical issues. Please do not call Support outside of standard support hours for any issue which can wait until the business day begins.
When logging a fault please ensure that you have available full information relating to it. For example, trace routes, IP ranges, unreachable addresses, ping times.
ADSL Queries (not Faults)
For ADSL issues (other than faults), email support@eftelwholesale.net and include the service number (including area code) and a general note describing the nature of the query. All ADSL issues are dealt with by specialist ADSL staff. Excessive telephone contact only adds to resolution times.
ADSL Faults
For ADSL faults, please log into the client management pages to choose the affected account, and lodge the fault report via the online interface.
Network Status
The Eftel Network Status can be checked via the online interface including details of 'Current Outages' and Scheduled Maintenance. You can also add email addresses to the 'Outage Mailing List', enabling you to receive regular email updates of outages.
Co-Location Access Request Form
For Wholesale clients wishing to gain access to their equipment located at a Eftel Co-Location Facility, please fill in a Co-location Access Request Form.