Support

If you have a problem with your service this is the place to start

Below are the steps you should take to try and resolve your problem. Please familiarize yourself with the Terms and Conditions for the service you are having troubles with. Some support requests are included as part of your service while others are billable.

1 – Resolve the problem yourself

More often than not the quickest way to resolve an issue is to search for a solution is Google or Bing as it’s highly likely that somebody else has had the same or similar issue. For cPanel Hosting customers please refer to the cPanel Documentation and cPanel Video Tutorials.

2 – Try our Knowledge Management System

If this fails we do maintain a Knowledge Management System with advanced search capability. Give this a try as common issues are often resolved here.

3 – Raise a Service Request

There are some things you may not be able to fix, so can submit a Service Request, remembering to provide as much information about the issue and how to replicate it.  Please include any error messages you might be seeing, or even take a screen shot and attach it to the Service Request so we can get a better understanding of the issue. In order to streamline support requests and better serve you, we use an online Support Ticket System where each request will generate a unique ticket number that is emailed back to you or your nominated email address for the service. We provide complete archives and history of all your support requests.

4 – Give us a call

Net Solutions customers who have services with phone support are able to call 8370 5344. NOTE: If you have not purchased phone support our Service team will be unable to assist you over the phone.

Announcements

Net Solutions staff will post announcements should there be any known service affecting faults, problems or something significant. Announcements that are sensitive may not be publicly published so be sure to login to the Client Portal  and view any private announcements there.

Announcements

KnowledgeBase

Our Knowledgebase contains answers to the most common questions we receive. It is a searchable database of technical questions and answers to troubleshoot a variety of issues.This tool is designed to be an easy way to solve technical issues.

Knowledgebase

Raise a Service Request

If you have a Support Request or Billing inquiry please select this section to raise your request to the appropriate department.

Service Request

Raise a Billing Request

If you have a Billing inquiry please select this section to raise a Service Request to the appropriate department.

Billing Request

Raise a Sales Request

If you have a Sales Inquiry please select this section to raise a Service Request to the appropriate department.

Sales Request

Raise Service Request via Email

You may also raise a support request by emailing your request to the appropriate area. You must use the email address we have on file in the Client Portal so that we can verify your identify. If you send a request from another email address, your support may request may be put on-hold.

Email Support

Raise Service Request via Phone

In cases where you are unable to raise a support request using the Client Portal or Email, or due to technical difficulties, you may raise a support request by calling 61 3 8370 5344 during business hours (Mon -Fri 9.00am to 5.00pm AEST). Our staff will raise a support request on your behalf.

03 8370 5344