Support
Every escalation reaches an engineer, and network faults page us around the clock.
Urgent network fault?
Call now and email supporting details. Do not rely on email alone for urgent attention. Report suspected network emergencies immediately, even when the portal or test tools are unavailable.
If your call is unanswered, call again and leave your callback number, service and impact. Use any additional emergency contact in your order. If there is an immediate threat to life or safety, call 000.
Emergency network faults
24/7
A failure in infrastructure Underlay operates, or an outage affecting multiple services.
Individual service faults
9–5 Sydney time, Mon–Fri
nbn, voice, transit, private connectivity or colo: your authorised contact reports the fault. Providers handle their customers' frontline checks.
Everything else
hello@underlay.au
Changes, billing, questions and non-urgent engineering requests.
Your tools are our tools
Run nbn's own tests, watch your services and get alerted, in the portal or through the API.
On-demand nbn tests
Run the tests from the portal or the API and get nbn's actual results back.
Monitoring and graphs
The same monitoring and graphs our engineers see, for every service.
Alerts to you, pages to us
You get alerted. Emergency network faults page our engineers, 24/7.
Portal and API
Test and watch your services from the portal, or from your own code through the API.
How escalation works
For providers, your frontline team handles the customer relationship. We contact your customers by arrangement, or when safety or law requires it.
End customer
Contacts you for frontline support.
You
Frontline support and first checks.
Test tooling
Automated service tests you run yourself.
Underlay
Engineers take the escalation.
Underlay may contact end customers where you authorise it or where required for safety or legal obligations.
Buying for your own business
Your authorised contacts come directly to Underlay. We investigate the service we supply and coordinate with the access network; you do not need to act as a reseller.
Your business
Report the fault to Underlay.
Underlay
Engineers investigate and coordinate the escalation.
Before you escalate
Four checks that turn a ticket into a fix.
- Symptom confirmed with the end customer
- Customer equipment powered, cabled and checked
- Test tooling run, results saved
- Service ID and address ready
Ordinary support hours are 9–5 Sydney time, Monday to Friday, excluding NSW public holidays. Emergency network faults remain 24/7. Response or restoration guarantees apply only where agreed in your service terms.
Not a customer yet?
Email or call, and an engineer picks it up.