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How do I access your 24/7 telephone support?
Posted Friday July 8th 2016 / Category Troubleshooting

From July 2016 all customers on our Economy and Business web hosting services will have access to Australian-based 24/7 eTicket and telephone support included in their monthly plan fee. To ensure fairness and shorter hold times we have changed the way phone support will be offered to customers who require it.

Before you call us

Our technical support team will be able to answer any general questions you might have regarding your web hosting service. Please note that general questions are not support queries and consist of things that can be easily answered based on common knowledge, our FAQ, and information that is publicly attainable.

If your issue requires investigation you will need to have an active eTicket in the technical support queue. This ticket will represent your position in the queue for support and allow you to keep track of the progress of your issue.

When you call us

If you already have an active eTicket our team will be able to add a note asking the technician to give you a call back once they have investigated the issue.

If you are unable to submit an eTicket because you are not near a computer or device that is connected to the internet, our technical support team can create a new eTicket on your behalf once you have been confirmed as the authorised representative on the account. If you are not the authorised representative on the account but know the login details you will need to login to VIPControl and submit the eTicket or have the authorised representative call back to create it. Our team can add a note to the eTicket that you or your authorised representative would like a call from the technician investigating your issue once it has been investigated.

Once your eTicket reaches the top of the queue one of our technical support team members can perform their investigations based on the information that has been provided. If you have asked for a call back they will give you a call and may request further information or provide you with the answer you need to resolve your issue. They will also follow up the call with a reply to the eTicket so that the issue is being tracked and you are informed of its progress.

Please Note: Every response you add to the eTicket resets the timer for how long it has been waiting for a reply.

Skipping the queue

We aim for a response time of less than one hour to all eTickets in the technical support department, but if your issue is urgent and you would like to skip the queue you can use the urgent eTicket or urgent bump options which will escalate your eTicket to a dedicated team member who is in charge of dealing with priority support issues. A small fee will be payable to access this feature.

Contact phone numbers

Victoria
(03) 9013 8464

New South Wales
(02) 8205 7092

Queensland
(07) 3613 9751

ACT
(02) 6130 0212

South Australia
(08) 7201 2058

Northern Territory
(08) 8919 4444

Western Australia
(08) 6355 5278

Outside of Australia
+61 3 9013 8464

Or you can call us on 13 24 85 from anywhere in Australia!

Problems logging in to VIPControl?

If you are unable to login to VIPControl to submit an eTicket because:

  • You have forgotten your password, use this link to reset your password.
  • You can’t remember your details, use this link to obtain your email address.

Alternatively, send an email with details regarding your account, your services, and a scanned copy of government issued identification (drivers licence or passport) and one other form of identification (bank card, medicare card, etc) to recovery@ventraip.com.au and our team will get back to you within 24 hours.

Can’t find the answers you're looking for? Check out these other methods of support!