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Customer Support
Section
Name
*
First Name
Last Name
Email
*
Phone
*
What type of service/ product is your query related to?
*
Which best describes your support requirement?
Which best describes your support requirement?
Which best describes your VOIP requirement?
International Dialing
Ghost calls
Making/Receiving calls
What best describes your hosting requirement?
Website
Email
Cpanel
Hosting Management
Please select what symptoms you are seeing for us to be able assist you further
Fibre No Connection Checklist
All lights green on the Router and Fibre Box
Is the Wifi light on the Router
Red or No PON/Broadband light on the Fibre Box
Please select what symptoms you are seeing for us to be able assist you further
Is the WiFi light green on the router?
Yes
No
Are all the lights green on the router?
Yes
No
VPN
Would you like to activate your VPN?
Yes
No
VPN works on other networks?
Yes
No
VPN works on other devices?
Yes
No
Is this an Application or Windows Built In
Application
Windows Built in
Do you require Port Forwarding?
Yes
No
What is your VPN IP?
What is your Port?
Top up
Top up query
I want to top up
I am unable to top up
I topped up but my Data is not reflecting
LTE
Is the power light on?
No
Yes
LTE Issue Checklist
The signal bars are full
The 3G/4G light is blue
I have moved the router to a new location
The device is close to a window
Voip
International Dialing
I was able to dial international previously
I am able to receive calls internationally
Unable to Make/Receive calls Checklist
I get an error message when I try to make calls
It is only on certain numbers
DND is turned off
Ghost Call Error Checklist
It only happens at certain times
The firmware has been updated recently
It is the same number
Mobile Broadband
What device are you using?
Mobile phone
Dongle
LTE Router
Other
No Connection on Mobile Broadband
I have checked the APN
The sim card has been activated
I have checked that my sim has data
I have checked that my sim has signal
Please supply APN details
Hosting
Website related query
Website is down
SSL Certificate
Website Content and Settings
What is your Damain name?
Is this a new Website?
Yes
No
Has the Website previously worked?
Yes
No
I have checked my DNS Settings?
Yes
No
The DNS is pointing to another ISP?
Yes
No
Has your Web Developer confirmed no issues/concerns from their end?
Yes
No
I want to Purchase / Renew my SSL Certificate
Yes
No
I want to activate/install SSL for my Website
Yes
No
I want to secure my website
Yes
No
My website displays a security certificate error or SSL Error
Security Error
SSL Error
I want to update the DNS
Yes
No
I need help installing / setting up / managing my Website
Yes
No
I need help backing up / restoring my website
Yes
No
My website is hosted by a 3rd party and I need assistance
Yes
No
Other
Email Related query
Set up/ Creation of Email Address
Unable to Send/Receive Emails
Issues with Webmail or Logging into my Online mailbox
Spam/blocked mail issues
Other
What is your email address
Set Up existing Email Address
Yes
No
Creation of New Email Address
Yes
No
Please enter the email address you would like to create
I am receiving a large amount of SPAM emails
Yes
No
Legitimate emails sent to me are blocked as SPAM
Yes
No
Emails sent from me are blocked as SPAM to recipients
Yes
No
Assistance in blocking emails from certain email addresses to me
Yes
No
Supply email address to be blocked
Other
Cpanel
My Username & Password are not working
The portal does not load
Unable to navigate to certain options on CPanel
Other
Hosting Management
I want to Upgrade my hosting package
I want to downgrade my hosting package
I want to add a new hosting package
I want to cancel a hosting package
I want to register or transfer a Domain
Please indicate if you would like to transfer or register a domain
Register
Transfer
Please enter the domain name
Hardware
What best describes your hardware problem
Router
UPS
voIP
Router
Lan Lights / Port not working
Can't enable Wifi
Router is not powering up
Wifi Extender / Deco Mesh is not powering up
Wifi Extender / Deco Mesh has lost connectivity
UPS
UPS not powering up
UPS not working
voIP
My voIP phone is not powering up
My voIP is not ringing
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