The AARNet Network Operations Centre (NOC) is a service for AARNet customers and partner organizations, to report network faults and conditions that may be affecting network performance.
Staff and students should contact the network managers at their own institution or organization if they are having difficulties.
The NOC is attended 24 hours, seven days a week (24x7) by AARNet network analysts, who will answer your call and respond to email inquiries.
Network Operations Centre (NOC)
To contact the NOC:
- From within Australia: 1300 APL NOC (1300 275 662, option 1)
- International Callers: +61 2 6222 3555
Note: In the event that we are experiencing a high call volume, you may be placed on hold or escalated to another AARNet technical team for assistance
You may also email the NOC Help Desk at noc@aarnet.edu.au which is monitored 24x7.
AARNET'S PROCESS FOR RESOLVING NETWORK ISSUES
A Network Analyst will answer your call and request additional information:
- What area are you calling from? (e.g. which State or Territory)
- Your name
- Your organisation
- Your email address
- Your contact telephone number
- A brief description of the nature of your query - i.e. are you reporting a suspected fault, are your reporting an impact to service quality, do you have a question about upcoming works, etc.
- If you are reporting a suspected fault or an impact to service quality, what is the timeline? i.e. when was the issue first observed, is the issue ongoing or intermittent, etc.
- Are there any known events (maintenance) that occurred at the time of OR just previous to the fault?
The analyst will log a ticket and engage the most appropriate AARNet staff member to assist. Tickets will be escalated, as required, to ensure the issue is dealt with promptly and the team will keep you updated on the status of that ticket via email.
Following up a AARNet NOC Ticket
If, after calling the AARNet NOC, you require additional information or you need further assistance, we recommend reaching out to your AARNet customer representative.