Talk to a person who can fix it.
Call or email and you’ll reach the people who run the network. No phone tree, no chatbot, and nobody to hand you on to.
Ways to reach us
We’re around 9am to 5pm, Monday to Friday (NSW time, except public holidays). Outside those hours, email or leave a message and we’ll get back to you when we’re back.
- Phone
Calls only: it’s a landline, so it can’t take texts. If we miss you, leave a message and we’ll call you back.
Best for anything you’d like in writing, or when a screenshot explains it faster.
- Your account
Already with us? Open a ticket from your account and we’ll have your service and its connection in front of us when we reply.
- Post
- On request
We don’t publish a street address. Email or call us and we'll give you our postal address.
Internet down? Check network status first. If it’s a problem we know about, it’s there with what’s happening and what happens next. Most other things are covered in the support centre.
If we’ve got it wrong
Tell us and we’ll fix it. Here’s exactly what happens when you make a complaint.
Our complaints policyStep 1: Tell us
Call, email or open a ticket from your account, any way that suits you. It’s free and it never counts against you. We acknowledge it straight away, with a reference number.
Step 2: We fix it, or give you a straight answer
We propose a fix within 10 working days, or 2 if it’s urgent (hardship, a disconnection, family violence or safety), and do what we agree within 5. If we need longer, we tell you why and give you a new date before the time runs out. We won’t chase you over an amount you’re disputing while it’s open.
Step 3: Not happy with the answer? Ask for a review
A fresh look at your complaint by someone with the authority to change the outcome, and wherever possible not the person who handled it first.
Step 4: Take it to the Telecommunications Industry Ombudsman
Free and independent. Call 1800 062 058 or go to tio.com.au. You can go to the TIO at any time; you don’t have to ask us for a review first.
When life gets hard
Finding it hard to pay?
Ask for help before you fall behind. We can give you more time, set up a payment plan, move you to a cheaper plan for a while, pause your service, or waive or reduce what you owe. We never use debt collectors.
Financial hardship helpAffected by family violence?
We can keep your account safe, private and in your control, and contact you only in ways you tell us are safe. 1800RESPECT is on 1800 737 732.
In immediate danger? Call 000 from a mobile or another phone. Our service is internet only and can’t make calls.
How we helpHelp to talk to us
However you communicate, we’ll make it work. Take the time you need.
Accessibility at NYX- Deaf, or find it hard to hear or speak?
- Use the National Relay Service (TTY, Speak and Listen, SMS relay, video relay or the NRS app) and ask them to call us on 02 4398 7081. How to connect: accesshub.gov.au.
- Need an interpreter?
- Call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us on 02 4398 7081. It’s free for you.
- Someone to speak for you
- A family member, friend, carer, financial counsellor or advocate can deal with us as your authorised representative. Tell us, or have them tell us with your agreement, and we’ll set it up.
- Rather not use the phone?
- You never have to. Email hello@nyx.net.au about anything, including faults, bills and complaints.
Abuse and security reports
Spam, attacks, scanning or other abuse coming from one of our IP addresses, or a security problem you’ve found in our network or website? Email hello@nyx.net.au with the IP address, the time and time zone, and any logs. We look into every report.
Company details
- Company
- The IT Dept Pty Ltd
- Trading as
- NYX Internet
- ABN
- 12 665 405 505
- ACN
- 665 405 505
- Based in
- NSW, Australia
- Ombudsman
- Member of the Telecommunications Industry Ombudsman scheme
NYX Internet is a trading name of The IT Dept Pty Ltd, not a separate company. The IT Dept Pty Ltd supplies your service and is the party to your contract. About us