support

Our support team is right here when you need us, via Chat, Phone & Email. 

Our Support Procedure

1. Contact us via one of the methods listed below & we’ll open up whats called a support ticket. This way we can track the case & ensure we provide the best possible outcome from start to finish. 

2. We will attempt initial triage on the issue with you via the method you have contacted us. Please remember to have your member ID & PIN available, or be prepared to answer security questions. We will need to successfully identify you to provide support.

3. If we cannot resolve the problem with you right on the spot, we may need to escalate it to our Level 3 technicians. They have the most knowledge of our network, which means they can diagnose faults faster. If we need to escalate your support case we will notify you via email & SMS with updates. 

Refunds for Service Outages

This is actually a very common question. You may be entitled to a refund for downtime depending on the service type you have taken out with Infinity. Generally this would only apply if you have a small, medium or large business service & an agreed SLA in place.

Most consumer (home residential) services are not entitled to a refund for downtime or outages.

Methods to Start a Support Case

Phone us on 13 INFINITY (46 34) and select support (option 3)

Send an email with your issue to support@infinity.com.au including your member number, service address & problem.

Chat with us online by Clicking Here 

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