Telco Team

As an IT Managed Service Provider for a major accounting firm in Western Sydney, we recently faced a critical situation when our client's internet and phone services went completely offline. This outage occurred during the highly stressful end-of-financial-year (EOFY) lodgement period, halting our client's ability to communicate with their customers. After lodging a fault with our ISP and NBN, we were advised that the network was fine and the issue resided on the customer's premises.

Finding immediate assistance proved incredibly difficult. We contacted multiple third-party electricians and cablers, but they were either fully booked, lacked the expertise to work on internal copper services, or incorrectly deflected responsibility back to NBN.

Fortunately, we connected with Telco Team. They immediately stepped up, providing high-level support over the phone and guiding us through initial troubleshooting steps to assess the physical line. Recognizing the urgency of our situation, they promptly dispatched an expert technician to the site.

The onsite technician systematically traced the connection from the port socket to the IDF, and then to the MDF. They quickly identified the root cause—a short circuit on a copper wire bridge tap—and resolved the issue on the spot, restoring all connectivity. In addition to fixing the physical line, Telco Team assisted us with our VoIP services and went above and beyond by recommending proactive failover solutions to safeguard against future disruptions.

We cannot thank Telco Team enough for their technical expertise and outstanding customer service. In a stressful scenario where other vendors refused to take ownership, Telco Team took charge and resolved an issue that seemed hopeless. Their prompt intervention saved us from potentially losing a major client. We highly recommend Telco Team to any business seeking reliable, highly skilled telecommunications experts.