From the first phone call to the report you keep.

Yes. An adult needs to be there for the whole visit.

Often we can narrow it down. Describe what the connection does and when: it drops out every afternoon, it's slow at night, it stopped when it rained. A lot of faults can be worked out from that conversation before anyone drives anywhere, and sometimes the answer is something you can check yourself.

Ask your provider whether there's a known outage, and note what the lights on the NBN box are doing. For a cabling job, send photos of where things are and where you want them, with a rough distance in metres. That's usually enough for an estimate.

Then fixing it is your provider's job, and we can't make them do it. You still get the findings in writing, and the full escalation report, with photos and video of the testing, is what you send them. Some providers refund the call-out when we find the fault is on NBN's side after NBN or the provider said it was in your property. That is the provider's decision, so we cannot promise it.

Yes. Every service call ends with a short written summary by email, whether the fault was fixed on the day or points to the network.

Filming is routine, and it's your choice. You can ask us not to use your job, and a name or an address is never published without consent.