Q. What telephone support do you offer?

A. Fault Reporting: Easemail will provide a fault reporting service 24 hours, 7 days a week (24x7). All fault reports can be made to the Help Desk on 1300 308 820, or by email to support@easemail.net. Recorded responses occur between 9:00pm and 7:00am daily. Customers must quote their Customer name and a brief description of the fault.

Fault Response: Faults logged by telephone or email are responded to 7 days a week. Responses occur between the hours of 7am-9pm (Mon-Fri) and 10am-7pm (Sat-Sun).

For faults escalated to easEmail's second level support (easEmail's Services Group), the response times, based on the service not performing to customer expectations, are:

Critical problems: Customer response time < 30 minutes

Major problems: Customer response time < 1 business hour

Minor problems: Customer response time < 5 business hours

For problems defined as minor and major, initial contact with the customer who logged the fault will determine the plan for service restoration and next contact time. For critical problems, the second level support team will apply continuous effort to restore the service after the initial response time.

Q. Is the easEmail connection fast and reliable?

A. easEmail is a Tier 1 Internet Service Provider and the easEmail connection is one of the fastest and most reliable connections in Australia. Not only that, we also have one of the largest number of dial in locations of any Internet Provider in Australia. This is particularly handy if you are travelling throughout the country. You can access your email from anywhere without incurring STD charges.

Q. How can I make payments?

A. easemail offers regular payments by either credit card or direct debit to your nominated bank account. You may even pay in cash by visiting our Brisbane Head Office during normal business hours.

Q. What settings do I need to connect to the internet?

A. All our simple settings can be located by clicking here.

Q. What are the phone numbers of our various POP locations?

A. Please find the phone numbers of our local POPs by clicking here.