How to use the aaNet Helpdesk
Please Read our help desk disclaimer.
The goal of a great internet service provider is to provide the fastest and most reliable broadband connection and the most economical price to our customers. In some cases we need you to help us help you.
aaNet provides support 7 days a week and we do this through various means to enable us to reduce costs for your service. The below links are the first place you should go to sort out your connection problems. Please do not call us about connection problems until you have been through the online help.
Telstra Current, Planned and Resolved Outages
Connection Problems:
If you are an existing aaNet customer please click here for connection trouble shooting.
If you are a new aaNet customer please click here.
Our user forum
Our user forums are the best place to get your issues solved immediately and it is free for every one. aaNet forums are run by aaNet users just like yourself and you will find they are a very friendly and clever group of people. All aaNet official notifications are posted here by an aaNet representative and this is a very important form of support for aaNet and Dataco users. Someone that can perhaps help you with your problem, either a fellow user or an aaNet rep, is on the forums just about any hour of the day.
Welcome Pack
If you have been to the forums and you cannot solve your problems we have a welcome pack here. This tells you how to setup your connection, emails settings and additionally provides some trouble shooting tips. This will resolve most of your issues.
FAQ's
Our Frequently asked questions pages will provide some of the answers that are not included in the welcome pack.
Sometimes ADSL support calls are directly related to a problem with the Telstra ADSL line connection and can only be solved by having us call Telstra and logging a fault that needs to be attended to by Telstra. If you have been through the options above then you can contact us to resolve the issue with Telstra.
Please Note: Your personal webspace is not supported via the helpdesk and the helpdesk phones are reserved for connection problems only. If you require support for your webspace issues you need to visit the aaNet user forums where other aaNet members will be pleased to help you with your problems.
Technical/Support FAQs
We first suggest you read the Support FAQ's (these are completely separate to the Sales and Billing FAQ's) you will find by clicking here. In this clearly indexed file we have provided straightforward answers to problems that may be solved by providing some information in a simple to access, written form.
This information is in the form of frequently asked support questions and deals with a range of issues that an inexperienced user will often encounter, but may be simply solved with some information or some brief instructions, thus eliminating delays to fixing problems as this help is available 24 hours a day 7 days a week.
aaNet Support Contacts
Telephone enquiries should only be used for emergency connection problems, line drop outs and line sync issues. aaNet does not officially support any modems apart from Billion and Open Networks. Requests for assistance with modems that are not Billion or Open Networks should be addressed directly with your modem manufacturer or the aaNet Help Forum. If you need to setup your email you should go to this page.
If you are unable to connect to the internet, and at a minimum have followed the support guidelines on this site, call us using the contract numbers here.