We are progressively closing Pacnet Internet Australia

Telstra acquired the Pacnet Group in April 2015, including Pacnet Internet (A) Pty Ltd (Pacnet Internet Australia or Pacific Internet Australia). Since then, we have been working with customers to transition their services to Telstra’s world-class network and products.

We have now reached the point in this transition where we are commencing the progressive shutdown of the Pacnet Internet network and residual services.

We don’t want to see customers inconvenienced, so we are working with remaining Pacnet Internet customers to help transition their remaining services as soon as possible.

If you have not heard from us already, or you still have Pacnet Internet services you want to transition to Telstra, the material below has more information and contacts you can connect with to assist.

Quicklinks

Useful Information

Pacnet Internet Australia Contacts

For help with your existing Pacnet Internet products and services please use the below contacts:

 

Customer Service

National 13 36 39
International +612 9336 0439
Email business.customerservice.au@pacnet.com
Hours 8:30am to 6:00pm Monday to Friday*

* Closed Australian National Public Holidays and Weekends

 

Technical Support

National 13 36 39
International +612 9336 0439
Email business.techsupport.au@pacnet.com
Hours 24 hours a day, 7 days a week

 

National Offices

  Melbourne Sydney
Street Level 2, 150 Lonsdale St
Melbourne VIC 3000
363 Oxford St
Paddington NSW 2021
Postal PO Box 12101
A’Beckett St
Melbourne VIC 8006
363 Oxford St
Paddington NSW 2021
Telephone +612 9336 0439  
General Feedback management.team@pacnet.com  

Need help moving to Telstra?

For help in transitioning Telstra’s world-class products and services you can contact us via one of the below:

Personal (Consumer) Customers

For Personal services, including home phone, mobiles, home broadband and nbn you can visit telstra.com/personal or call us on 13 20 00

Small Business Customers

For Small Business services, including phone, mobiles, business broadband, nbn for business and other business services you can visit telstra.com/small-business or call us on 13 20 00.

Business and Enterprise Customers

For Business and Enterprise Customers we recommend you use your existing Telstra Account Manager as the first point of contact.

If you don’t know you Telstra Account Manager or are not an existing Telstra customer you can contact via the following methods:

Business customers Enterprise customers
Sales enquiries: Ask Online Sales enquiries: Ask Online
Service and billing enquiries: 13 2253 Service enquiries: 1300 835 787
Faults: 13 2999 Billing and faults: 1800 730 062
  IP Faults: 1800 467 889

Customer Transition - FAQ

  1. Why is my Pacnet Internet account and service(s) being discontinued?

    Telstra acquired the Pacnet Group in April 2015, including Pacnet Internet (A) Pty Ltd (Pacnet Internet). Since then, we have been working with customers to transition their services to Telstra’s world-class network and products.

    We are now at the point in this transition were we will commence progressively shutting down the Pacnet Internet network and services.

    We don’t want to see customers inconvenienced, so we are working with remaining Pacnet Internet customers to help transition their services well before that date.

  2. Will my service(s) automatically move to Telstra?

    No. It is your choice whether you want to move your remaining Pacnet Internet services to Telstra so we won’t move these services automatically. If you have not transitioned your services before the notified date they will be disconnected automatically.

    Our team can help you identify replacement services for you on Telstra’s world-class network(s). If you would like to speak to one of our specialists to discuss the options that are available to you please contact us on 13 36 39 and mention you are a former Pacnet Internet customer.

  3. When will my Pacnet Internet service(s) be disconnected?

    In order to provide you with plenty of lead time and minimise the impact to you and your business we have been providing progress notifications outlining the disconnection date(s) for your current Pacnet Internet service(s).

    Notifications will be sent to the Administrative email address for your account or, if we do not have a valid email contact for you we will send you a postal message to notify you.

    If you have questions or if you have not received a notification regarding your services you can contact us for more information on 13 36 39 or at business.customerservice.au@pacnet.com.

  4. What if my service(s) are still within the fixed-term contract period?

    We will honour your in-contract services and will not disconnect any in-contract services until their contract-end date has passed without your request to do so.

    If you would like to check on your existing services and their contract status you can contact our team on 13 36 39 or at business.customerservice.au@pacnet.com.

  5. Will there be penalty if I disconnect my services early?

    If your services are out-of-contract there will be no disconnection fee if you choose to disconnect them prior to the notified disconnection date.

    If you choose to cancel your in-contract services prior to their disconnection date there may be some Early Termination Charges (ETCs) payable. We can review these with you on a case-by-case basis to ensure ETCs are applied in a reasonable manner.

    If you would like to speak to one of our specialists to discuss what options are available to you can contact our team on 13 36 39 or at business.customerservice.au@pacnet.com.

  6. Will my Pacnet Internet customer and service agreement terms and conditions still apply if I move my service(s) to Telstra?

    Your existing customer contract under the Pacnet Internet Standard Form of Agreement will be terminated and you will start a new contract with the relevant Telstra Our Customer Terms when you sign up to new Telstra service(s).

  7. I’m already a Telstra customer. If I transition my services to Telstra will my services be combined on my existing account?

    Yes. We can map any new Telstra service(s) that are being created to replace your Pacnet Internet services to your existing Telstra account. You can do this as you sign-up for your new services over the phone or via telstra.com.

    If you don’t have an existing Telstra account a new Telstra account will be created when your order for new Telstra service(s) is placed.

  8. What happens to my Pacnet Internet email account(s)?

    If you have a Pacnet Internet email accounts(s), you will be able to keep receiving emails until the notified disconnection date. We’ve done this to allow customers time to create new email accounts before the services are disconnected.

    You can setup email redirection from your Pacnet Internet email which will only be effective until the notified disconnection date.

    We know changing email address can be a hassle so we have created a separate Email Transition FAQ to help with some tips and things to consider when changing your email address to a new provider.

  9. What Telstra product(s) and service(s) can I transition to?

    Our team can help identify replacement services for you on Telstra’s world-class network(s). If you would like to speak to one of our specialists to discuss the options that are available to you please contact us on 13 20 00 and mention you are a former Pacnet Internet customer.

  10. Will I have any downtime or outages when I transition my service(s) to Telstra?

    This will depend on the nature of the service(s) you are transitioning. All efforts will be made to reduce the amount of downtime experienced.

    For the majority of cases any new Telstra service(s) you have ordered will be activated prior to disconnection of your legacy Pacnet service(s). You can request the termination of your legacy Pacnet service(s) at any time up to the notified date of disconnection.

    You will receive a customer notification from Telstra when new service(s) is activated including a number to call to help you get started.

    If you experience any connection issues after a new Telstra service has been activated, you can contact Telstra on 13 20 00 or contact your account manager.

  11. Do I need a new modem or hardware? How will a migration to Telstra service(s) affect my current Pacnet Internet hardware?

    Any new Telstra service(s) you order will be provisioned with appropriate Telstra hardware to enable their operation, including appropriate configurations.

    If you experience connection issues due to your hardware after your new Telstra service(s) has been activated, please contact our support team on 13 20 00 or at telstra.com/support.

    For advice on how to return any existing managed Pacnet Internet hardware you may contact our team on 13 36 39 or at business.customerservice.au@pacnet.com to arrange collection.

  12. Can I keep my Pacnet Internet IP addresses to use on Telstra network?

    If you are Pacnet Internet Small Business or Enterprise customer, we can bring your existing IP address range over if you migrate to Telstra Business Broadband or Telstra Internet Direct products. Please contact your Account Manager or our sales team to discuss further about keeping IP addresses as part of the transition plan.

    Consumer customers will not be able to maintain their Pacnet Internet IP addresses.

  13. I have already cancelled my service with Pacnet Internet. Do I have to do anything?

    If you have already terminated or transitioned your Pacnet Internet service(s) then you don’t need to do anything.

  14. I have already talked to Telstra and arranged to transition my service to Telstra. Do I have to do anything?

    If you’ve already talked to us and arranged to transition your Pacnet Internet service(s), you don’t have to do anything.

    If you have decided to move your service(s) to another provider then you will need to let us know if you want your Pacnet Internet service(s) terminated prior to the notified disconnection date.

  15. What invoices will I receive?

    You will continue to receive an invoice from Pacnet Internet until your account is finalised. Pacnet Internet will also continue to bill you for any remaining active services you have that have not transitioned up to the notified disconnection date.

    For services that are moving to Telstra or have been disconnected, you will receive a final invoice from Pacnet Internet with pro rata (proportionately adjusted) charges to cover the time on the Pacnet Internet system before the move. Please note that you will need to contact our Billing Team on 13 36 39 for all enquiries relevant to charges that you receive in your Pacnet Internet invoice.

    Once your services are moved to Telstra you will start to receive Telstra invoices, or the services will appear on your existing Telstra invoice if you are already a customer. You may receive your first invoice from Telstra before you receive your final invoice from Pacnet Internet

    On your first invoice from Telstra, you will see pro rata (proportionately adjusted) charges to cover the time on the Telstra system between the move and the end of your first billing cycle. You will also be billed for a month in advance.

    For more information about how to read your new Telstra invoice, you can visit telstra.com.

    If you have any other questions about your Telstra bill, please contact the Telstra Billing team using the contact details on your invoice.

  16. Will I still have access to Pacnet Internet online customer services and Account Toolkit?

    Once your Pacnet Internet service(s) have been disconnected you will not be able to view your account or make service enquiries from the Account Toolkit. This will also include your Pacnet Internet email, if it has been disconnected.

    If you have transitioned your service(s) to Telstra you will be able to start using the Telstra online services once your Telstra service(s) are activated. You can continue to access the Account Toolkit while you have active Pacnet Internet service(s).

  17. Will I still be able to pay my Pacnet Internet invoice using credit card?

    From 30 June 2018 Pacnet Internet will no longer be accepting credit card as a form of payment. The alternative payment option is Direct Debit. To establish automated direct debit payments from your nominated bank account, download a Direct Debit Request Form from the Account Balance section of the Customer Toolkit

    Completed forms can be returned to Pacnet Internet via:

    Email: GES-IPACNETAUCREDIT@team.telstra.com
    Fax: 1300 555 076
    Post: Pacnet Customer Service
    PO Box 12101, A’Beckett St,
    Melbourne 8006

    Please quote your Pacnet Internet Account Reference located on your Pacnet Internet Invoice when making a payment to ensure easy identification and accurate allocation of the payment.

    If you use another form of payment today you may continue with your current method.

  18. What if I have more questions?

    If you have further questions to ask, one of our specialists can help and provide more details on the options available to you. Please contact our support team on 13 36 39 or at business.customerservice.au@pacnet.com.

  19. Email Transition - FAQ

  20. What happens to my Pacnet Internet email account(s)?

    If you have a Pacnet Internet email accounts(s), you will be able to keep sending and receiving emails until the notified disconnection date. We’ve done this to allow customers time to create new email accounts.

    After the notified disconnection date any emails sent to your old Pacnet Internet email address will not be received.

  21. Can I redirect my Pacnet Internet email account(s)?

    You will be able to redirect your email address until the notified disconnection date.

    To setup a mail redirect access your mail via the Pacnet Webmail Service.

    In the Options menu, select ‘Vacation message & Forwardings’ and populate the ‘forwardings’ field with your new email address(s).

  22. Can I setup an automatic reply to let people know my email address is changing?

    You can setup an automatic reply until the notified disconnection date.

    To setup a mail redirect access your mail via the Pacnet Webmail Service.

    In the Options menu, select ‘Vacation message & Forwardings’, populate the ‘reply message’ field with your preferred message and select ‘vacation’ from the drop down menu.

  23. I use a third party mail client like Microsoft Outlook, will I still have access to my mail?

    You will be able to retain all received and sent emails prior to the notified disconnection date.

  24. I use webmail, how can I retain my sent and received emails?

    If you currently use webmail, you can download your emails from the Pacnet server to your computer or a third-party mail client service, like Microsoft Outlook or Mozilla Thunderbird. You will need to do this prior to the notified disconnection date.

    Our mail server addresses for POP connections are listed below. These can be used with a mail program to download your email:

    • POP Service: webmail.pacific.net.au
    • SMTP Server: smtyp.pacific.net.au
    • Username: Your full email address
    • Password: If you have forgotten your password, please call 13 36 39
  25. Are you offering an alternative mail service?

    No, we’re not. If you don’t already have an alternative email address with another email provider there are several free options available either with your broadband provider or a free account like Gmail or Outlook.

  26. Do I need to tell people about my new email address?

    You may have your legacy Pacnet Internet email address listed as a username or contact address for other services, and will need to let these services know your new email address. See below for a checklist for updating your email address.

    • Airlines or Frequent Flyer services
    • App stored (Apple App Store, Google Play Store etc.)
    • Banks and credit unions
    • Car (Warranty, Insurance etc.)
    • Childcare services
    • Cinema or Theatre listings
    • Cloud Storage (Dropbox, Google Drive, One Drive etc.)
    • Clubs (Afterschool, Holiday, Returned Services League etc.)
    • Doctors
    • E-Newsletters
    • Games Console accounts (Xbox, Playstation, Nintendo etc.)
    • Government Departments (ATO, Centrelink etc.)
    • Gym memberships
    • Insurance services
    • Library
    • Loyalty schemes (Flybys, Select etc.)
    • Mail subscriptions (Magazines, Newspapers etc.)
    • Maintenance contacts
    • Medical services (Doctors, Hospitals etc.)
    • Retailers
    • School
    • Social Networks (Facebook, Twitter, LinkedIn etc.)
    • Software Subscriptions (Office 365, Spotify etc.)
    • Streaming Services (Foxtel, Netflix, Stan etc.)
    • Telecom providers (Home phone, Broadband, Mobile phone etc.)
    • Utility companies (Electric, Gas, Water etc.)
    • Vets/Microchip registrations