Technical Support

At ONEseniors, we pride ourselves on great customer support, and aim to provide all customers with an enjoyable Internet Experience.
The services we provide to customers include mobile phone services, fixed-line telephone services, and internet services.
Our internet service is provided over the following communication mediums:

• Dial Up Internet Services (using a 56K modem over a phone line)
• Fixed Line Broadband Services (Using an ADSL modem over a phone line)
• Mobile Broadband Services using a wireless Mobile Broadband device over the Cellular Phone Network

Customer support contact details:

You can contact ONEseniors customer support on the following details:
Phone 1300 735 439
Fax 1300 665 400

Our Hours of Operation include:

Monday – Friday 09:00am – 08:00pm
Saturday 11:00am – 03:00pm
Sunday Closed
* Times are Melbourne – Australian Eastern Standard Time

We endeavor to respond to all fax and email messages within 5 business days.

The extent of our support

Our role as your internet service provider is to deliver a working internet service to your modem. We’ll assist you to the best of our ability to get your modem and computer connected to the internet, but due to the complexities of a customer’s home network, and the various configuration settings, software installation, and performance of your computer, you may have support requirements beyond the scope of our service offering.

Our Commitment to you

We will assist you to connect your modem to our Internet Service.
We will assist you to connect your computer so that you can browse to a web page.
We will work with you to identify a fault in your service and assist you to correct that fault, or if required, manage the fault process to restore your service as soon as is reasonably practicable.
We will offer advice where appropriate to direct you to a solution to problems outside the scope of our service offering.

Our requirements of you

You must supply us with sufficient information to assist you with your problem. This includes:

Providing us your username or account number
Confirming your identity for privacy and security purposes
Providing us as much detail about the nature of your call

When calling for technical assistance or support for your service,  you must be located at your computer when you call, with your computer and modem turned on and connected.

You must be able to competently navigate your computer to follow instructions from our consultants.

If you are unable to navigate your computer, have someone call on your behalf who is able to competently navigate your computer under instruction.

Treat our staff as you would like to be treated.

Additional Services

At ONEseniors, we may provide clients with additional services such as free email accounts. The value-added service is provided “as-is” without any service assurances. We can provide customers with documentation and instructions to configure the service to work with popular operating systems and email client applications, however only limited telephone support is available for the use of this service.

Equipment Warranties and Support

ONEseniors may supply you with equipment, such as an ADSL modem to connect to the internet. Warranty and support for this equipment is provided by the manufacturer.
ONEseniors may supply limited support or assistance for supplied or third party equipment within the scope of the service offering.

Service Level Guarantees

ONEseniors’s Internet Services are contended, Best-Effort “Internet Grade” Services.
We aim for 99% service-availability; however we are unable to provide service guarantees.

What do I do if I need to make a complaint?

If you have a complaint we encourage you to contact us immediately. At the first instance, complaints should be reported to our customer care team; they will provide a reference for the complaint, please make a note of this.

If they have not resolved a complaint within 7 days, you should ask that it be referred to a supervisor, who will address it or pass it on to our most appropriate staff member. If we ask for written details of your complaint, you must provide them, and we will normally report the progress of the matter to you by email.

If you are not happy with the resolution of your complaint please call our customer care team and quote the reference of your original issue and ask to lodge a complaint for review. The representative will lodge a complaint to management and the decision will be reviewed.

If you are still not happy with the outcome, you may be entitled to contact the Telecommunications Industry Ombudsman.

About Privacy

When providing assistance or advice on your account or service, we will only deal with the account holder or authorized third party authority whom you have approved to talk on your behalf.
We will not disclose your information or passwords to third parties without your consent. Refer to our Privacy Policy for full details.