Support

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

Technical Support

Everybody will encounter the need for Technical Support at some time. 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.

Announcements

Should there be any known service affecting faults, hazards or problems we will make an announcement here.

Knowledgebase

Our Knowledgebase is a searchable database that contains answers to the most common questions we receive.

Twitter Feed

Net Solutions staff will post significant announcements on our Network Operations Twitter feed.
If all of the above fail you can raise a Service Request with Net Solutions. Remember to provide as much information about the issue as possible 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.

Raise a Service Request

This is the preferred method to raise your Service Request with Net Solutions. Your request will reach the appropriate department which operates 24 x 7.

Email Support

You may also raise a Service Request by emailing support@netsolutions.net.au. Be sure to use the email address we have on file in the Client Portal so that we can verify your identify.

Phone Support

If you are unable to raise a Service Request using the Client Portal or Email, you may raise a Service Request by calling 61 3 8370 5344 during business hours (Mon -Fri 9.00am to 5.00pm AEST).
Please familiarize yourself with the Terms and Conditions for the service you are having troubles with as some Service Requests are included as part of your service while others are billable.

Billing Support

All Invoices are issues electronically via email as a PDF attachment and are sent from the billing@netsolutions.net.au email address. If you are using a SPAM filter, please whitelist this email address.

Recurring Invoices are typically issued 21 days before the due payment with a reminder sent 5 days prior to the due date. If Invoices are overdue an overdue reminder will be sent, 2, 7 and 10 days after the due date. Your Invoice will clearly outline the service for which you are billed for and the payment due date. As our billing system is automated and tied in to our provisioning system, please make sure your bills are paid on-time to avoid any service suspensions and disruptions.

secure-payments-by-paypal-1We accept Direct Bank Deposits, Paypal, Visa Mastercard, American Express, Discover and Cheques. Please note that Cheques get processed weekly and Invoices will only get marked as paid once Cheques has been cleared by our Bank. To avoid service disruptions Cheques should be posted at least two weeks before the due date.

All your current and historic invoices may be viewed online by logging into our Client Portal.

Raise a Service Request

This is the preferred method to raise your Service Request with Net Solutions. Your request will reach the appropriate department which operates 24 x 7.

Email Support

You may also raise a Service Request by emailing support@netsolutions.net.au. Be sure to use the email address we have on file in the Client Portal so that we can verify your identify.

Phone Support

You may also contact us regarding Billing issues by calling 61 3 8370 5344 during business hours (Mon -Fri 9.00am to 5.00pm AEST).