Need help with your connection or account? The more detail you give us upfront, the faster we can get things sorted. Here's a quick checklist of what to include when submitting a support ticket through email or our online portal.
Information checklist
When lodging a support request, try to include:
A brief summary of the problem
When it started and whether it's ongoing or intermittent
What you’ve tried already (for example, rebooting your router or checking cables)
Your service address and account name (if emailing from a different address)
This helps us narrow things down quickly and avoid back-and-forth delays.
Screenshots, device types, and error messages
The more specific you can be, the better. If possible, include:
Screenshots of error messages or speed test results
The device(s) affected, such as a phone, laptop, or smart TV
Any error codes or warning lights on your modem/router
Your connection type (WiFi or Ethernet) and which apps or websites are affected
This kind of info often helps us solve the issue without needing a follow-up call.
Typical response times and what to expect
Once your ticket is submitted:
You’ll get a confirmation email letting you know we’ve received it
Our team will usually reply within one business day
For urgent issues, we aim to respond as quickly as possible
Our support hours are:
🕒 Monday to Friday: 9:30am – 12:00pm; 1:00pm - 5:00pm (local time)
📅 Closed on weekends and public holidays
Outside those hours, you can still lodge a ticket and we’ll get back to you the next business day.
📧 Submit a ticket: [email protected]
📝 Or log in to your customer portal at splice.au