How We Help You

Pivit's Support Team provides assistance in two key ways:-

  1. Service Faults - When your Pivit service is not operating
  2. Solution Support - When you require assistance using your Pivit services

Service Faults

Service Faults (when your Pivit service is not operating) can be logged 24 x 7 by:-

  • Email (This email address is being protected from spambots. You need JavaScript enabled to view it.)
  • Online using a form click here
  • Telephone 1300 66 33 20 (Leave a voicemail if a Support Team member is unavailable)

Pivit needs the following information to log a service fault - Customer number, phone number, service type and how long the service has not been operating. Pivit's Network Engineering Team is notified immediately when a service fault is logged.

Solution Support

Pivit's Solution Support provides assistance using your Pivit service. Solution Support is available 7am-7pm AEST Monday to Saturday (the coverage window). Outside normal business hours (and in times of peak call volume) please leave a voicemail and a Pivit Customer Service Representative will return your call as soon as possible inside the coverage window.

Solution support requests can be logged by:-

  • Email (This email address is being protected from spambots. You need JavaScript enabled to view it.)
  • Online using a form click here
  • Telephone 1300 66 33 20 (Leave a voicemail if a Support Team member is unavailable)

Pivit needs the following information to log a solution support request: - Customer number, phone number, service type and the support request. Pivit's Solution Support Team is notified in the coverage window when a solution support request is logged.

Solution Support includes the following areas:-

  • Internet connection problems
  • Sending and receiving email
  • Viewing web pages
  • New account enquiries

Please check out Pivit's FAQs before logging a solutions support request.

Solution Support does not include the following areas:-

  • Local Area Network (LAN) issues
  • Firewalls configuration and/or management
  • Advanced Router Management (VPNs, port forwarding, static routes, etc)
  • Cabling issues in customer premises
  • PC hardware and software problems
  • Viruses, spyware and associated programs
  • Wireless (Wi-Fi) Network Setup (click here for FAQ)

 



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