NSW.net Support Services
The two main providers of support services for NSW.net Internet connected customers are:
- Verizon (MCI) - World Centre phone support for ISP related issues. A copy of the Verizon support agreement and other relevant details including contact information can be found at:
Verizon Agreement
Summary information can be found in the following:
Verizon Flyer
- Hitech Support - The NSW.net Support Program is a value-added program that provides phone and remote support to assist you with issues related to your NSW.net Services. Services supported by this program are:
- Outages to your Internet or other NSW.net services
- Problems with ADSL equipment
- Problems with any firewall appliances connected to your service
- VPN related issues
- Domain Name Service and or Web Hosting facilities
- Mail Hosting facility
- Internet Sheriff support (content filtering)
Detailed Information about this Support Program can be found at: Hitech Support
Reporting Internet Related Problems
On Monday to Friday from 08:00hrs to 17:30hrs, you should report all Internet related problems to the Hitech Support Help Desk on (02) 9686 7220. Hitech will manage your call by liaising directly with you and Verizon to rectify your problem. If you wish to escalate any problems, please contact Joyce Azzopardi at NSW.net on 1800 679 638. Outside of these hours, Internet related problems should be reported to the Verizon Help Desk on 1300 368 811.
Basic Troubleshooting Steps for ADSL Services
If you have a NSW.net ADSL connection and can't connect to the Internet, follow these steps before logging a call with Hitech Support:
- Look at the lights on the D-Link and record them on a piece of paper
- Check to see if the SonicWall and D-Link have power
- Switch off the D-Link and then switch off the SonicWall
- Switch on the D-Link and wait for the power light (solid), the status light (flashing) and the ADSL light (solid) to come on
- Switch on the SonicWall and wait about 1 minute then test the connection to see if you can access the Internet
If after you follow the above steps and you still can't access the Internet, refer to the following:
Issue: The SonicWall or D-Link isn't on
Resolution: Check the power connections and test for a faulty powerboard or wall socket. If the device still isn't getting power on an active power socket, it may be faulty.
Action: Contact Hitech Support
Issue: The ADSL light doesn't come on, or just continually flashes without eventually going solid
Resolution: There is an issue with your phone line. Unplug the D-Link and plug a normal phone into the phone socket. If you cannot hear a dial-tone, please call Hitech Support and they will log a fault with Telstra line faults. If you do, then it may possibly be an issue at the exchange.
Action: Contact Hitech Support and they will log a call with Verizon Business
Issue: The ADSL light is on, the SonicWall is on and I still can't connect to the Internet
Resolution: Call Hitech Support as there could be an issue with your ADSL account or with the configuration of your SonicWall.
Action: As above
