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
For Network, Dial Port, VISP and other non-ADSL issues, email firstname.lastname@example.org 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 a day, 7 days a week.
When logging a fault please ensure that you have all of the relevant information available. e.g trace routes, IP ranges, unreachable addresses, ping times.
For ADSL issues (other than faults), email email@example.com 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.
For ADSL faults, please log into the client management pages to choose the affected account, and lodge the fault report via the online interface.
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 via the Portal, 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.