If there’s something wrong with your internet, who you gonna call? Customer Service!
While our support staff teams are available to provide assistance and troubleshooting 24/7, there may be a quick fix to your internet woes using one of our self-service tools.
First up, the website!
The website has many tools that can assist you with almost any enquiry, or at least point you in the right direction. There is also information about our hardware, services and the latest deals we have on offer.
iiHelp or My Help for common queries
iiHelp is essentially an iiNet search engine for help resources, ditto My Help for Westnet customers. Here lie the answers to commonly asked questions about everything from billing to relocations and setting up your new services. It also has a handy troubleshooting section, which will walk you through the steps required to fix a service issue, or at least aid us when it comes to identifying where the problem lies.
For example, if you want to know what an invoice alignment charge is, click on ‘Billing’ in the menu and a breakdown of frequently asked billing questions will appear. If you click on ‘Invoice alignment charges’, which appears under ‘your invoice’, there will be a large explanation of what that charge is, and why it appears.
We sometimes get support queries from our customers reporting issues with internet speeds.
Sometimes it may be a fault with their modem or there may be a bigger issue, like stormy weather affecting coverage in their area.
On other occasions, there could be scheduled work taking place. The Network Status page lists current events within our network that may be affecting your internet service. It has a national overview, as well as a breakdown of events in each state and suburb, so you can view when planned updates will be happening at your exchange or check whether there are any problems.
This can be very helpful if your internet stops working, and you don’t think anything has changed at your end. You may be wondering if there is an outage or an upgrade in your area. This page will let you know (and may save you a lot of time troubleshooting if the issue is widespread).
From time to time, the reason why a customer’s internet is not working as fast as it should is because of interference on their line. When this happens, it is a good idea to run an isolation test. Under the troubleshooting section you can find an article which will explain the steps you should take to complete the isolation test, or on My Help if you’re a Westnet customer.
A speedy solution
Another helpful area within the website is the contact page, as it lists the details for different areas within the business such as; Sales, Support, Business, Provisioning and Domains and Hosting. This way you can make sure you’re calling the relevant department that will be able to help you the most.
Self-service – why not give it a try?
We have a lot more help options available and we’ll discuss those in coming weeks on the blog. In the meantime, if you have a burning question about your service or are experiencing some issues with your connection, why not check out the website as your first port of call?
If you get the answer you need or manage to fix the problem yourself, well done you! If not, we’re always just a phone call or email away and are here to help, round the clock, 365 days a year!