Faults / assurance

Lodging a service difficulty
We understand that your reputation is your most valuable asset so we’re committed to correcting faults quickly and rectifying any disruption to your service as soon as possible.
 
If you are a Telstra Wholesale customer, you can report service difficulties 24 hours a day, seven days a week online or by phone.

LinxOnline Service (LOLS)
LOLS is the preferred way to lodge a service difficulty and can be accessed from within the Telstra Wholesale Customer Portal. If you are an existing Telstra Wholesale customer, your current primary digital certificate automatically provides you with access to the portal.

LOLS is the most effective method of managing your service assurance issues, allowing you to electronically lodge and monitor any service issues you may have in a secure online environment.

National Wholesale Service Centre
You can also lodge a service difficulty with the National Wholesale Service Centre (NWSC).

Domestic
180 22 88 or 1300 897 378 Option 4

International
(+61) 7 3236 3290 Option 1.1

Escalating a service difficulty
Telstra Wholesale will respond to your service difficulty and restore a service within the target timeframes as specified in your Service Level Agreement (SLA) with us.

If we don’t respond to your service difficulty or restore a service within the timeframes of your SLA, you can initiate an escalation.  You can also initiate an escalation based on urgent medical (life threatening) grounds.

Our escalation service is a one-stop service so you need only deal with a single contact point.

Domestic
1800 635 940

International
(+61) 2 9204 5806

Training and support
Once you’ve registered for LOLS on the Telstra Wholesale Customer Portal you can access online training, user guides and support materials.

Need more information?
More information can be found in the Telstra Wholesale Operations and Maintenance Annex from your Business Operations manager.