Tasks in Toolbox

You are now able to follow the progression of any recent tasks lodged with us (whether it was over the phone, fax or via email) by using the iiNet Toolbox.

Our online account management system (Toolbox) will now give you real-time updates on the status of any issues you've reported with us. It's especially handy for folks wanting to keep tabs on any recent actions and for those times when you don't have time to call in.
 

Task Status

A task can exist in one of the five following states:

Open

A task which is still being worked on. These include ongoing issues, issues requiring work from our end, or issues that require clarification from you before we close them. We want to make sure you're happy with the work that's been done! 

In progress

A provisioning or network/hardware fault task that is being handled or monitored. The date on which this type of task will next be updated is noted underneath the subject.

Pending

A task that is 'open' and still requires action by us. The date on which this type of task will next be updated is noted underneath the subject.

Closed

A task which has been resolved to your satisfaction. A 'closed' note will be removed from the task list provided it hasn't been accessed by our Customer Service Representatives in the last 15 days. 

System

A task which contains no human interaction; system tasks are notifications of automated processes that happen behind the scenes. These won't generally contain usable information, they're used by our Call Centre staff to ensure the machines are doing the right thing! 

 

Usage

To view your notes assigned to your account, first visit our Toolbox. Please note that all tasks which have been closed for 15 days or longer will no longer appear in the list.

If you have any active tasks associated with your account, you'll be able to access them by clicking on the highlighted area:

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Task list

From this point, you can click on the links in the "task id" field to access further information on the task you've chosen:

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Please note that task entries made prior to 23rd February 2010 at 2pm WST will not be visible.

How it Works

Our task details feature mirrors our internal tasking database, meaning you're seeing the same content that our Customer Service Representatives use. This can be a little daunting at first, due to the terminology and acronyms used (we have our own "shorthand" system that helps our reps to get down all the necessary details as efficiently as possible).

It would probably take a long time to list all the jargon that we use on a day to day basis, but here's a run through of some of the more popular terms:

 

Term Definition
CC Credit Card
DD Direct Debit
ADSL Broadband
LAN Connection between your modem and computer
PTS Our internal task tracking system
RUMBA Our internal customer database
P/C Power cycle
NDT No dial tone
CBF Contract Break Fee
ETS Internal Netstatus System

 

 

 

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