Faults

Who should I contact if I have a fault on my line?

Once your line has switched to NewTel you should contact NewTel Customer Care if you are experiencing any difficulties with your telephone service.

Is there anything I am required to do before I log a fault?

We request you to test your line with an alternative handset. This will eliminate the possibility of it being a handset fault and your incurring a call out charge. We also request that you check any connections in the house which may have been altered by recent works.

How long does it take to repair a fault?

Once a fault is reported it may take between 48 hours and 5 working days depending on the severity of the fault. On average faults are repaired within 2 working days, however there may be circumstances which require longer periods for possible work to be completed.

Will a technician have to be dispatched?

The majority of faults can be resolved on testing at the telephone exchange in your area. If a technician is dispatched you will be contacted to arrange a time of appointment.

What are the possible causes of a fault?

There are a number of reasons that faults occur. A few main reasons are as follows:

  • Alterations to connections and wiring inside the home.
  • Local are exchange faults (average repair time 24 hours)
  • Fallen lines due to building work or from storms and high winds.
Will I incur any costs if I have a fault on my line?

If you have tested your handset and the telephone lines inside your home and concluded that it is not such a fault you will incur no costs. However if it is a fault with your equipment or wiring then you may incur a cost where this needs to be replaced or repaired.

What is the procedure of processing a Fault?
  1. Call NewTel to log a fault on Free Phone 1800 639 835
  2. A NewTel customer service agent will guide you through a series of questions in relation to your fault.
  3. NewTel will test the line using equipment which detects problems up to the local telephone exchange.
  4. If the line tests successful, indicating no fault on the line, the customer will be called and the problem will be investigated further. If there is still no resolution on the fault a technician may be dispatched.
  5. If the line test fails, the fault will be sent to our technicians immediately for further investigation. As indicated, this can take up to 5 working days.
  6. You can call 1800 639 835 for an update on your fault.
  7. If an appointment is necessary you will be contacted on an alternative contact number provided to make an appointment for a technician to call out.
  8. Once the technician has informed us of the result we will contact you with an update. If you are still experiencing difficulties your fault will be escalated within 24 hours.

Liability

NewTel Communications Ltd. shall not be accountable for any special, indirect or consequential loss or damages whether direct or indirect, or any loss of business, revenue, use, contract, goodwill, anticipated or actual savings or profits, any other financial loss or loss of time, data or opportunity as a result of a fault on a customers line. NewTel will however review any customer complaints on a case-by-case basis.