📄 How to Contact Liveport Support

How to Contact Liveport Support

Getting Help When You Need It

Liveport offers multiple ways to get support for network issues, account questions, and technical problems.

Support Channels:

1. Online Support Portal:

  • Log in to your Liveport account
  • Click "Support" or "Help"
  • Submit a support ticket with details about your issue
  • Attach screenshots or diagnostic information
  • Track ticket status and responses

Best for:

  • Non-urgent issues
  • Detailed technical problems requiring research
  • Account or billing questions
  • Issues requiring documentation

2. Email Support:

  • Send an email to: [email protected]
  • Include your name, unit number, and detailed description
  • Attach relevant screenshots or error messages
  • Response within 24 hours during business days

Best for:

  • Complex issues requiring detailed explanation
  • Questions about policies or services
  • Non-urgent account matters

3. Phone Support:

  • Call: 1800 414 823
  • Available: 24 hours a day
  • 24/7 emergency support for complete outages

Best for:

  • Urgent connectivity issues
  • Real-time troubleshooting
  • Emergency situations (building-wide outages)
  • Quick questions

4. Live Chat:

  • Available through the Liveport portal
  • Hours: 8:30 - 4:30pm business hours
  • Instant responses for common issues

Best for:

  • Quick questions
  • Basic troubleshooting
  • Account assistance
  • Real-time guidance

Before Contacting Support:

Gather This Information:

  1. Your Account Details:

    • Name
    • Unit or room number
    • Account username

  2. Device Information:

    • Device type (iPhone 14, Windows laptop, etc.)
    • Operating system version
    • MAC address (if relevant)

  3. Problem Details:

    • When did it start?
    • Is it constant or intermittent?
    • Does it affect all devices or just one?
    • What have you already tried?

  4. Error Messages:

    • Take screenshots of any errors
    • Write down exact wording

  5. Diagnostic Data:

    • Speed test results (speedtest.net)
    • Signal strength (if available)
    • Any diagnostic reports

Try Basic Troubleshooting First:

Before contacting support, try:

  • Restarting your device
  • Forgetting and reconnecting to the network
  • Checking if other devices have the same problem
  • Visiting our help centre for common solutions

Creating a Good Support Ticket:

Include:

  • Clear description of the problem
  • Step-by-step explanation of what happens
  • What you've already tried
  • Screenshots or error messages
  • When the problem occurs (time of day, specific activities)

Example of a Good Support Ticket:

Subject: Unable to connect to Liveport network on iPhone

Description: My iPhone 14 (iOS 17.2) cannot connect to the Liveport network. When I select the network, it shows "Connecting..." for about 30 seconds, then says "Unable to join network."

I've tried:

  • Restarting the phone
  • Forgetting the network and reconnecting
  • Turning off Private Wi-Fi Address

My MacBook connects fine from the same location. This started yesterday afternoon around 3 PM. I can connect to other Wi-Fi networks normally.

Unit: 405 Username: jsmith MAC Address: AB:CD:EF:12:34:56

Screenshot attached showing the error.

Response Times:

  • Emergency outages: Immediate response 24/7
  • Phone/chat support: Immediate during business hours
  • Email/tickets: Within 24 hours on business days
  • Complex issues: May require multiple interactions

Escalation:

If your issue isn't resolved:

  1. Reply to the support ticket or email
  2. Request escalation to a senior technician
  3. Ask for a supervisor if needed
  4. Provide any additional information requested

On-Site Support:

For some issues, a technician may need to visit:

  • Hardware failures in your unit
  • Access point problems
  • In-unit network equipment issues
  • We'll schedule a convenient time

Emergency Support:

Building-Wide Outages:

  • Call the emergency support line
  • Check with neighbours to confirm it's widespread
  • We prioritise these issues for immediate response

What Constitutes an Emergency:

  • Complete loss of connectivity for all residents
  • Safety or security systems affected
  • Infrastructure damage (fire, flood, etc.)

Not Emergencies:

  • Single device can't connect (troubleshoot first)
  • Slow speeds during peak hours
  • Account or billing questions
  • Feature requests

Feedback and Complaints:

If you're unhappy with support:

  • Ask to speak with a supervisor
  • Request your ticket be reviewed
  • Provide constructive feedback
  • We take service quality seriously

Self-Service Resources:

Before contacting support, check:

  • This help centre (you're here!)
  • FAQs in the Liveport portal
  • Email notices about known issues
  • Building announcements

Support Hours and Availability:

  • General Support: [specify hours] on business days
  • Emergency Line: 24/7 for critical outages
  • Email/Tickets: Monitored during business hours
  • Holidays: Emergency support only

International Residents:

If you're in a different timezone:

  • Email and tickets work well for async support
  • Emergency line available 24/7
  • Chat hours are listed in your local timezone in the portal