Service Assurance

Lodging a Service Call for Internet, Phone and Foxtel

OptiComm is a wholesale access provider and is restricted by law from providing direct assistance to end users for Internet, Phone or Foxtel faults or issues. Please contact your Service Provider directly to lodge any issues. If your Service Provider tells you to contact OptiComm, please inform the customer service representative that they need to lodge the fault with OptiComm on your behalf if they deem the issue relates to OptiComm’s part of the network.

Role of the Service Provider

Your contract for an Internet, Telephone or Foxtel service is with your Service Provider and as such, your Service Provider is responsible for the end-to-end delivery and support of your service. Service Providers are responsible for placing service calls and following up with any wholesale access providers used by them to deliver your service.

Role of OptiComm

OptiComm is a wholesale network operator of the “access” part of the network that delivers your service and is one link in the chain of network providers that your Service Provider utilises to deliver an Internet, Telephone or Foxtel service.

Network Capacity

OptiComm’s network has more than sufficient capacity to provide the high speeds required by today’s bandwidth hungry Internet users. The OptiComm network easily delivers the bandwidth that each of our service providers have purchased from us.

Please note that OptiComm does offer different product quality options to our service providers. It is up to the service providers to ensure they purchase the correct product options to ensure they have sufficient bandwidth to adequately service their end users requirements. These design decisions by the service provider, along with the service provider’s traffic class allocations, the end user equipment, quality of the home wiring and the speed of the servers providing the Internet content, will largely determine the speed the end user can achieve. Please contact your service provider for further information or if you are experiencing problems.

Contact your Service Provider

Free to Air TV

Once the OptiComm Fibre to the Premises network connection has been completed, Free to Air TV Services (FTA-TV) will be available, provided you are within an Opticomm estate that provides free-to-air Television Services. You do not require an antenna on your roof to receive a signal as OptiComm reticulates all of the digital Free to air channels.

Getting Connected

As part of the arrangement with the developer, OptiComm has agreed to deliver the Fibre network to every home in the estate. You can get access to the television signals without having to order any other services. Just ensure your home has been correctly wired and we will deliver the television via the optical fibre network free of charge.

To get your TV connected with OptiComm you should complete and submit the connection request form prior to moving into your home.

Reporting Faults

Before reporting any television service fault, you should ensure you have checked for any problems within your home or equipment. Try following the frequently asked questions to resolve your problem. Many issues are simply faulty home wiring or tuning problems on the TV or set top box.

Free to air TV Support

To report a fault with your television reception, please contact our Freeview support team on 1300 044 319.

OptiComm Communities