Support

Solution Support

We apologise for any inconvenience that you may be currently experiencing. Please fill in the form below or contact us on 1300 66 33 20 so that we can assist you as soon as possible.

    Your Name (required)

    Your Email (required)

    Your Telephone Number (required)

    Your account number

    Subject

    What seems to be the problem?

    File upload (e.g pictures to explain problem)

    Captcha

    Contact Information

    Mailing Address:
    PO Box 2245
    Logan City DC, Qld, 4114
    Australia

    Street Address:
    1/11 Booran Drive
    Underwood, 4114, QLD

    If for some reason you are having difficulty with this form please e-mail:
    • support@piv.lighthousedd.au
    Phone
    • 1300 66 33 20
    • +61 7 3387 3499
    Fax
    • +61 7 3387 3497

    Please note:  Solution support out of business hours is provided for customers who are experiencing technical difficulties with their internet service.

    All of the following areas will be handled during business hours Monday to Friday 9am - 5pm.

    • new account enquiries
    • customer account changes
    • plan changes
    • billing enquiries

    Support Quick Links

    Do you need some technical assistance with your internet connection?

    Log a Fault

    If your internet connection is not working at all click below to log a fault

    Log a Fault

    Standard Response Times

    Response Time
    • 2-hour response (phone or e-mail) within the coverage window
    • 4 hours (on site, weekdays only) if required within the coverage window
    • *please note these response times may increase if an unusually large outage affects our network the causes abnormally high call volumes.

    Standard coverage window
    • 9am-5pm Business Days (Australian Eastern Standard Times).
    • Outside business hours we have an on-call customer support team who will provide assistance when your service is completely not working until 8pm (residential customers). Please leave a voice message and they will return your call.

    Service Restoration Target 
    • Next Business Day
    • Please note: Our team will respond within the timeframes listed when a fault is logged. Whilst our team will endeavour to rectify your fault as soon as possible, our service restoration target is next business day as there may be other factors involved in restoring your service that cannot be completed outside of business hours.