ICON Fault Advice

Use this form when you experience a network fault and need support from the ICON team. Before you submit this form, you must check that the issue is not caused by your own equipment or internal network. Use the entity checklist to guide you.

When you report a fault, an ICON technician will assess whether the issue is within the ICON Network or within your entity’s equipment or internal network.

ICON monitors the inbox during business hours only (7:30am to 5:00pm), Monday to Friday, excluding public holidays.
If you need urgent help outside these hours, call 02 6215 1800.

By submitting this form, you confirm that your delegate has been advised that, if the fault is not within the ICON Network, your entity accepts responsibility for the technician’s call-out fee and any repair costs. The minimum call-out fee is $500 excluding GST.

Customer details (required)

Date of lodgement

Entity Name

Contact name

Phone

Service loss details

Date of service loss

Time of service loss

Date/Time Service Lost Unknown

Fault details

Please provide information for the A and B end of the faulted link/s
What is the faulted link number/s? If this link has diversity please list the number/s A-End - Location B-End - Location A-End - Contact Name B-End - Contact Name A-End - Phone B-End - Phone A-End - Mobile B-End - Mobile A-End - Email B-End - Email

Entity checklist

1. The optical time-domain reflectometer test results (if available)

Has the physical patching and logical interface been checked at both ends?

Yes

Is part packet loss being experienced?

Yes

If you answered YES to Question 3, then it is unlikely this is a physical ICON fault.

Is the fault intermittent?

Yes

If you answered YES to Question 4, then it is unlikely this is a physical ICON fault.

5. Have you shut down interfaces administratively or physically disconnected them at both ends of the faulty link(s)?

Yes

If you answered NO to question 5, the ICON fault rectification process cannot begin until the interfaces are shut down or disconnected.

6. Any additional Information that ICON should be made aware of: