technical support
netloop nbn support
Technical support is included in your Netloop plan. If things aren't working as they should, our team is ready to step in. We handle all escalations on your behalf - meaning you don’t have to chase anything up or wait on hold. We’ll keep you fully informed every step of the way and guarantee our best efforts to resolve any faults as quickly as possible. If the issue isn't associated with your nbn connection, we also provide up to 30 minutes of free ad-hoc technical support free of charge per billing year.
Ad-hoc technical support
Need a Hand? We’re Here to Help. Even if you aren't a Metroway customer yet, we are happy to assist! If you’re experiencing any internet issues, we can help get you back on track in three simple steps below.
1
Request Support
You can contact us via our Free Hotline at 1800 69 0081, message us on Facebook Messenger, or email us at support@metroway.com.au.
To help us resolve your issue as quickly as possible, please provide as much information as you can regarding the problem. The more detail we have, the better our team can provide tailored recommendations and high-level support.
2
Schedule a Consultation
Most technical issues are common, and chances are we’ve seen them before. If your problem has a known fix, our tech team will provide you with the necessary recommendations and insights to get it sorted quickly - all at no cost!
If the issue requires a deeper look, we can arrange a remote support session at a time that suits you. This allows us to replicate the problem in real-time and provide a definitive solution.
3
Remote Support
Once your appointment is booked, just download our dedicated remote support software via the link we provide. Simply be online and ready to accept the connection request at your scheduled time, and our team will take it from there to resolve the issue.
Our Guarantee: If we are unable to find a resolution, the service cost is capped at just $30.00.
We believe in fair and transparent pricing. Our remote support is structured to ensure you get a quick resolution at a predictable cost.
1. Initial Assessment
0 – 20 Minutes: Capped at a flat rate of $50.00.
Note: If the issue is resolved within this window, you pay no more than $50.
2. Extended Support (10-Minute Increments)
If your support session exceeds 20 minutes, billing shifts to a standard rate of $150 per hour (or $120 per hour for netloop customers), billed in 10-minute increments as displayed in the cost breakdown chart below.
3. Maximum Capped Fee
To give you total peace of mind regarding your bill, we provide a Daily Session Cap.
Up to 3 Hours: Capped at a maximum of $315.00. No matter how complex the task, you will not be charged more than $315 for a single session up to 3 hours.
❌ The "No-Fix" Discount: If we have investigated for 20 minutes and determine that the issue cannot be resolved, we will stop work immediately. In this case, we provide a 50% discount on our initial cap - meaning you only pay $25.00.
⏳Complex Issue Clause: If, after the initial 20 minutes, our technicians determine that a resolution will require more than 3 hours of labor, we will pause the session. We will provide you with a formal quote for the remaining work so you can decide how you would like to proceed.
🚀 Appointment Ready: To get the most out of your session, please ensure you have downloaded the support software and are ready to connect at your scheduled time.
💰Prompt Payment Discount
If you make payment immediately following the technical support session, we will apply a 10% discount to the standard rates listed above.
*Netloop pricing assumes the use of the 1x annual free 30-minute session. If already used, Standard rates apply.