Veltrix's customer support team is available Monday to Friday from 8 am to 8 pm AEST, and Saturday from 9 am to 5 pm AEST. We are closed on Sundays. You can reach us through three channels — by phone on +61 470 119 259, via live chat on this page, or by email at [email protected]. For general sales enquiries and new connections, our sales team is available during the same business hours. If you contact us outside of business hours, leave a message or send an email, and we will respond on the next business day.

Veltrix aims to respond to all email and contact form submissions within 1 business day. In most cases, our local Australian support team responds within a few hours during business hours. If your matter is urgent such as a service outage or connection issue we recommend calling us directly on +61 470 119 259 for the fastest response. For non-urgent account queries, billing questions, or plan change requests, the contact form or email is the most convenient option, and you can expect a detailed response within 24 hours.

Yes. Veltrix's head office is located at Level 12, 120 Collins Street, Melbourne VIC 3000, in the heart of Melbourne's CBD. If you would like to visit our office to discuss your Internet plan, a new connection, or any account-related matter in person, we recommend calling ahead on +61 470 119 259 to schedule a convenient time with our team. Our office is accessible via public transport and is close to major Melbourne CBD tram and train routes.

If you are experiencing a connection fault or service outage, the fastest way to report it is by calling our support team directly on +61 470 119 259 during business hours (Mon–Fri 8 am–8 pm, Sat 9 am–5 pm AEST). Our local Australian network engineers will run a remote line diagnostic and escalate to field technicians if required. You can also log in to your Veltrix account via the My Account portal to check for any known outages in your area and track the status of your fault report in real time.

Existing Veltrix customers can manage their account, view and pay bills, update contact details, and request a plan change by logging in to the My Account portal at veltrix.gtechservices.com.au/login. If you need help accessing your account or want to speak to someone about upgrading or downgrading your plan, contact our support team by phone or live chat during business hours. There are no plan change fees and no lock-in contract penalties you can switch to a different speed tier at any time, with changes typically applied within one business day.

Veltrix is committed to resolving every customer concern quickly and fairly. If your issue has not been resolved to your satisfaction through our standard support channels, you can escalate your complaint by emailing [email protected] with the subject line "Formal Complaint" and a description of your issue and previous interactions. Our complaints team will acknowledge your escalation within one business day and work toward a resolution within five business days. If your complaint remains unresolved, you also have the right to contact the Telecommunications Industry Ombudsman (TIO) at tio.com.au, which provides free and independent dispute resolution for Australian Internet customers.