1. Contact Support

Contact Support

Need to get in touch?

Feeling a bit stuck? We’ll be here to help during the following AEST times:

Weekdays (M-F)9am – Midnight
Weekends (S-S)9am – 6pm
Public holidays9am – 6pm

Most issues can be solved by searching our Help Topics in the Help & Support centre, but if you can’t find the answer you’re looking for, we’re here to help!

Email Support

You can contact our Customer Support team 24/7 online by email.

customercare@falconinternet.com.au  

Whenever you send us an email, we will send you an acknowledgement with a Case Number within 10 minutes. Your case will be then assigned to a team member who is ready and able to help. We will normally provide you with an update within 4 hours (depending on our workload) and we will resolve your case as quickly as possible.

If you service is offline, please specify that is the subject line of your email. Our Customer Support team will give priority to customers whose service is offline.

Phone Support

You can contact our Customer Support team by phone on 1300 626 325.

Our phone support hours are from 9am to Midnight weekdays and from 9am to 6pm weekends and public holidays AEST 365.25 days a year.

nbn network status

To check for potential service issues or outages in your area, please refer to our network status page.

If no incidents have been reported, we’ve created the following troubleshooting guides to help remedy general connection issues.

Complaints

At Falcon Internet, we are committed to handling any complaints about our services in an objective, efficient and fair manner. If you are dissatisfied about any aspect of our services, you have the right to make a complaint to us. We will handle your complaint in accordance with our complaints handling policy.