Because we understand that a customer’s reputation is its most valuable asset, Telstra Wholesale responds quickly to correct any fault that sometimes may occur.
Faults can be reported 24 hours a day, seven days a week and Telstra will undertake to restore a service promptly, as outlined in the relevant service schedule.
Before reporting a fault to Telstra, customers need to undertake isolation testing to determine if the service difficulty is within the Telstra network.
A fault can be reported by calling the fault reporting line on 180 22 88 or by using our online self service application LinxOnline Service (LOLS).
On receiving a fault report, our fault desk may ask for information such as:
- service details, including a reference number;
- customer and end user contact details (as appropriate);
- fault details;
- relevant details of any fault segmentation that has been carried out on the fault.
Fuller details about reporting faults can be found in the Telstra Profile Annex that customers receive from their business operations manager or in our fault escalation process (PDF, 137kb) document.
When a fault is reported, the customer receives a fault reference number that can be used in tracking the restoration’s progress. In addition, Telstra Wholesale will inform the customer when the service is fully restored.
More detailed information on fault reporting can be found in the Telstra Wholesale Operations and Maintenance Annex, available from your business operations manager.
