How Do I Open a Fault Ticket?

If you have a problem with your connection, opening the ticket with the right details shortens the resolution time considerably.

1. Quick Checks First

• Switch the modem off for 30 seconds and back on.
• Note the state of the modem lights (especially PON/Internet).
• Determine whether the problem affects one device or all devices.

2. Open the Ticket

You can create a new ticket from the Fault Tickets section of the customer portal. Always state when the problem started and which lights are on.

3. Tracking

Your ticket receives a tracking number and its status can be followed live in the portal. If a field visit is needed, the appointment details are sent to you.

Resolution Times

Once your fault ticket is opened, we respond within 24 hours and resolve it within 48 hours.