Support Request

Tried the Trouble-shooting Matrix and the FAQ with no luck?

Then do not hesitate to contact us! You have two options to get in touch:

  1. Phone Support - give us a call to resolve urgent issues
  2. Submit an Online Support Request

If you are experiencing internet or voice dropouts, please check our Network Status section, to see if there is an outage in progress before raising a Support Request.

Support Scope

MyNetFone provides free support over the phone and via emails, and only to customers who use the service in Australia. Our technical support staff provide limited support for BYO devices.  


ANZAC Day Support Operating Hours

Residential and business customer support hours will change on Friday 25th April 2014. Normal hours will resume on Saturday, 26th April.

Residential Customer Support

Friday 25th April - Open 9am to 6pm AEST

Business Customer Support

Friday 25th April - Open 9am to 6pm AEST
Emergency Support will be available after hours (if needed).


1. Phone for Support

Residential Support

Call our friendly Customer Service Centre on:

1300 731 048

or +61 2 8008 8000

or 181 (Free call from your MyNetFone service)


Our Customer Service Center is open (Australian EST): 

  • Mon to Fri from 8am to 10pm
  • Sat & Sun from 9am to 5pm 

Business Support

Please contact our Business Support Team on:

1300 887 899

or +61 2 8008 8452


Our Business Support lines are open (Australian EST):

  • Mon to Fri from 8am to 6pm
  • Outside Business hours please submit an online support request or call us for Emergency Support on the above number (fees apply)

Existing Customers

You can dial one of the following FREE numbers from your MyNetFone VoIP Phone service:

Free service numbers for MyNetFone VoIP Phone service

121  
FREE call to check your voice mail box and set-up voice mail options
151 FREE call to top-up your account using your Visa, Mastercard or AMEX over the phone
181 FREE call to our customer service team

Authorised Representatives

Ever had the inconvenience of calling up to find out you weren’t authorised? This is in an effort to protect the privacy of the account holder. Account specific details (whether financial or technical) can only be provided to the account holder, or an authorised representative. However, if your not authorised, we can still provide general information (like the information that is easily found on our website) to you.

If you are an account holder would like to nominate an Authorised Representative on your account, please call us on 181, or +61 2 8008 8000. After we have asked you a few security questions we will assist you in adding an authorised representative on your account. Please make sure that you have their contact details (email, mobile, landline, etc) ready before you call.


2. Submit Support Request Online

If you have a less urgent issue, submit an online support request and our specialists will reply to you as soon as possible.

Residential Support Request

Select VoIP Phone or DSL & NBN Internet Support

Business Support Request

Including Virtual PBX, SIP Trunking, Multi-line and Internet

Cancellations & Relocations 

For service Cancellation or Relocation requests, please click here.