Support Office Hours
Office hours are 08:00 to 18:00 Mon to Fri excl. public holidays.
- Phone: 021-741-0044
Support After Hours
After hours support is from 18:00 to 23:00.
- Email: firstname.lastname@example.org
goturbo FTTH support is via remote access only. We will endeavor to assist a customer as far as possible provided the equipment we are assisting on is goturbo approved and supplied hardware.
Telephonic support is available from 8:00 to 18:00, Mondays to Fridays. We will respond to email queries until 23:00 in the evening. Please send your support request to email@example.com. You will receive an email acknowledgement with a unique ticket number, and our after hours support desk will investigate. You will be kept notified of progress by either email or a call from our support desk.
You may contact the service desk as above for:
- Logging of any fibre-related connectivity issues
- Assistance in troubleshooting slow or no connectivity - Please see our FAQ
- Accounts related queries
- We unfortunately do not do callouts, but we can put you in touch with a trusted partner who can assist you in this regard
We will always ask you to perform these three easy checks:
- Ensure that the two left LEDs on your fibre ONT are burning GREEN (PWR - power, PON - Passive Optical Network) and that the ALM (Alarm) LED is OFF.
- Ensure your network cable between the fibre ONT and ISP router is connected
- Please reset your fibre equipment by switching it off and back on again
Please note that fibre breaks will only be repaired by the fibre provider during their support hours, which is typically during sunlight hours.
Octotel Fault Repair
- Minor faults are repaired within 26 hours between 09:00 and 17:00 Monday to Saturday.
- Major faults (problems affecting multiple customers) are repaired within 18 hours between 08:00 and 21:00 Monday to Sunday.
- FTTH services have a 10:1 line speed guarantee