Browse the common topics below, find answers to frequent questions, or reach our local team directly. Real people, based in Australia.
What to expect after you order, connection timeframes and your appointment.
Plug-in guides, Wi-Fi placement tips and getting the best signal at home.
Simple checks to troubleshoot speed and get the most from your plan.
Invoices, payments, changing your plan and updating your details.
How to report a fault and what to do during a network outage.
Relocating? See our moving home guide to take FlixLink with you.
Scammers sometimes pretend to be phone and internet providers. Here's how to tell it's really us.
We only email from addresses ending in @flixlink.com.au. Payment receipts may also come from Stripe, our payment provider.
We take card payments through the checkout on flixlink.com.au, or a payment link we email you. Our payment pages are on stripe.com and show FlixLink's name.
Before we swap a SIM or eSIM, move your number or change your account, we check it's really you, usually with a one-time code sent to your phone.
Ask for your card number, passwords or banking login by phone, email or text.
Ask you to pay with gift cards or crypto, or tell you our bank details have changed.
Call out of the blue to say your internet has been hacked, or ask to get into your computer.
Ask you to read out a code from a text, unless you contacted us first or asked us to move your number.
Our Australian-based support team is here to help with connections, faults, billing and everything in between.
9am to 6pm, Monday to Friday (Sydney time). Email us any time.
(02) 9071 2900, and talk to a local team member.
info@flixlink.com.au, and we'll get back to you quickly.
Our services run on networks operated by nbn® and our wholesale suppliers. This is how we handle an outage that affects your service.
When nbn® or our network supplier tells us about a major outage or a significant local outage affecting your service, we let you know by SMS or email as soon as we reasonably can.
We tell you what's happening and when it's expected to be fixed. We update you at least every 6 hours for the first 24 hours, then at least once a day until it's fixed, and we tell you when your service is back.
If the outage puts you at risk, for example because you rely on your service for your safety or a medical alarm, call us and say it's urgent. We'll prioritise you and help with alternatives where we can, such as forwarding calls to a mobile.
Call (02) 9071 2900 (9am to 6pm, Monday to Friday) or email info@flixlink.com.au at any time. If an outage stops you using your service, you can make a complaint; section 11 of our Complaint Handling Policy explains how we handle outage complaints.