Customer Self Service Portal

We’ve introduced a new

Customer Self-Service Portal

for your Fixed connectivity products so you can have a more seamless experience with your technical queries.

This can be accessed online and via mobile. Here’s some important information you need to know.

A new digital experience,

more control in your hands

Benefits

Business Customers can use the Self-Service portal to raise and track incidents and service requests online and on their mobile devices.

Self-Service: Raise, update and track incidents and service requests without the need to contact our service desk.
Real Time Reporting: Increased transparency and communication of any fault, event or incident information.
Speed: Faster ticket raising, routing and resolution by ensuring minimum required information is captured during first contact.
Self ticketing

Self-Ticketing

Raise, update and track progress of tickets online, with additional features and capabilities continually being added. Give a full summary and description of the ticket and attach screenshots, while a questionnaire ensures our service desk helps you in the best way possible.

Tickets & Service Level

Tickets & Service Level

You can find updates on your current ticket status. Update the ticket with your comments and see the comments updated by our service desk on your ticket. You will be notified of ticket resolution/fulfilment via email and will have up to 5 days to confirm otherwise.

More insights

More insights

The Dashboard allows users to see the number of tickets that require immediate attention. Statistics circles show an analytical view of open and high priority tickets. Search allows you to find a ticket by either customer reference number or incident/service request reference number.

Important Security changes:

Increased Security Layer: Two-Factor Authentication

Customer Self-Service Portal:

Every user set up on the portal will have a unique name and password. When logging in, the user will be emailed a one-time password to use.

Email:

Only users with approved email addresses that have been added through the Customer Self-Service Admin User can contact us by email.

Contact us by email

Contacting us by Email:

Please only use this email when emailing the Business Service Operations Desk, using your email address that was registered via the Customer Self-Service Portal.

Contacting us by Phone:

Every user will get a unique PIN when they are set up on the Customer Self-Service Portal. This pin will be used to verify callers into Business Service Operations on 1800 818 353.

Discover more about our new roles

Admin user

Admin users are now able to add new users to the Customer Self-Service configure their access rights.
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Portal user

Portal users will have a personalised username and password and will be prompted to enter a one-time password emailed to you each time you log in.
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Need support?

Contact your Account / Service Manager
or

Let's talk wording
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