Telephone Service Support ......................ADSL Support .......................Mobile Support ......................Hosting Support


To ensure speedy resultion, firstly establish whether the fault is with a normal Telstra (PSTN) line or an IP (Smartoffice) line.

Telephone: Normal PSTN Line Fault Logging

1. For normal PSTN line faults, please provide the following information.
2. What is the telephone lessee name (whose name is the line in)?
3. What is the full telephone service number including area code?
4. Can you hear a dial tone?
5. Do you get a recorded message and what does it say?
6. Was there any storm activity prior to the fault occurring?
7. Have you performed an isolation test? (unplugged all other devices on the line)
8. Have you tried to use another telephone handset?
9. Do you have a monitored alarm, EFTPOS, DSL or Foxtel service on the faulty line?
10. When will you be home for a technician to visit?
11. What is your alternate contact other than the service you are reporting the fault on?

Once the fault is lodged, we will inform you the fault has been lodged into Telstra’s system and provide you with a fault ticket number, Telstra will give us a service restoration timeframe, usually 1 to 3 working days depending on the location and nature of the fault.  This timeframe may be extended by Telstra if a delay occurs outside of their control.

Download Call Forward Instructions. ------- Download Call Control Instructions.

Telephone: Smartoffice IP Line Fault Logging

1. What part of the service are you experiencing difficulty with? Voice – Internet – VPN – All?
2. Are the lights on the router (larger blue device) on?
3. Are the ATA (smaller grey devise with corrugated top) on?
4. Has there been a power disturbance at the site?
5. Have you “Power-cycled” the router? (turned off and then turned back on)
6. Can you browse a web page?
7. Do you require call diversion during the outage? (please provide number).
   

Once the fault is lodged, we will inform you the fault has been lodged into Optus’s system and provide you with a fault ticket number, Optus will give us a service restoration timeframe, usually 24hours if it is anOptus fault, and up to 3 days if it is a Telstra network fault.



ADSL Support

Coming soon

Mobile Support

Cybertel Telecom use Telstra GSM and Optus 3G networks, so please choose the appropriate network for your Cybertel SIM card. Telstra SIMs present as "Cybertel" on your handset display, Optus present as "Optus" on your handset display. The following links will take you to sites that will send the network configuration settings directly to your phone. Please be careful to follow all the steps and save any settings to your phone.

Telstra MMS/WAP/GPRS Settings

Optus MMS/WAP/GPRS & 3G Settings

Handset Settings

Nokia Settings (All networks)

Motorola Settings (All networks)

Sony Ericsson Settings (All networks)

Samsung Settings (All networks)

PUK Code

Your mobile phone will ask for the PUK code (personal unlock key) if you enter your PIN code incorrectly 3 times.

To get your PUK code, you will need to call customer service on 1300 763 201 between 8.30am and 5pm Monday to Friday (EST). If you require the PUK outside these times you can email support or leave a voice message on 1300 763 201. After hours Email and voicemail support calls are responded to within 2 hours.

When you enter your PUK code, you will be asked to enter a new PIN. Please ensure you do not keep entering your PUK code if the phone is rejecting it. If you enter the PUK code incorrectly 10 times you will permanently block your phone, and will require a new SIM card.