Support
Ace has a team of professionals available to support you.
Fast, secure remote technical assistance.
ACE uses TeamViewer to allow our technicians to securely access your computer and provide remote technical support whenever assistance is required.
TeamViewer Quick Support
Download TeamViewer Quick Support and contact our team to begin a remote support session.
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ACE has a team of professionals with over 90 years of combined IT experience. From helpdesk and senior engineers to software developers, customer service and accounts, we're ready to respond quickly to your IT needs.
- Server and desktop support
- Networking equipment
- Software and backup solutions
- Internet connections
- Phone systems
- Security and antivirus
Important documents and customer information.
Individual products or services may have their own terms and conditions as an addendum to the documents below. Please refer to the relevant service documentation where applicable.
Standard Form of Agreement
View PDFAcceptable Use Policy
View PDFPrivacy Protection Policy
View PDFFair Use Policy
View PDFFinancial Hardship Policy
View PDFComplaint Handling Process
View PDFNumber Porting Terms of Service
View PDFAppointment of Advocate Form
View PDFAppointment of Authorised Representative Form
View PDFImportant information about your service.
Documents to help you understand your service better and assist if you have a problem.
Telecommunications Consumer Protection Code
Ace Internet Services is compliant with Communications Compliance’s TCP Code. Communications Compliance(CommCom) is an independent compliance monitoring body which monitors the compliance of ISP(Internet Service Providers) and IAP(Internet Access Providers) to a set code. This Telecommunications Consumer Protections(TCP) code is a set of rules that aim to ensure the protection of consumer rights, promote good customer service and fair outcomes for consumers.
To learn more about what this means or to download a copy of the Code. Feel free to visit Communications Compliance’s TCP Code webpage at: http://commcom.com.au/the-tcp-code/
Get in Touch with Our Team
Contact Ace Internet Services for technical support, account enquiries, service information or general assistance.
Phone Numbers
Business Hours
Monday–Friday
9:00am to 5:00pm
Closed all public holidays
ABN
23 071 944 959
Bowral NSW 2576
Australia
Bowral NSW 2576
Australia
Send Us a Message
Complete the form below and a member of our team will respond as soon as possible.
Frequently Asked Questions
Find quick answers to common questions about ACE internet services, hardware, email and technical support.
01 What hardware should I choose?
ACE supplies modems and routers with our services by default and will help you choose hardware that best fits your needs.
Generally, we supply a modem router that supports four Ethernet ports, Wi-Fi and, in many cases, built-in VoIP support.
We will also assist with warranty claims if you need a replacement. The normal warranty for modems and routers is 12 months, although some manufacturers may offer extended warranties after registration.
AirStream services include a lifetime warranty for equipment supplied by ACE for as long as you maintain the AirStream service.
02 How do I check my Internet usage?
ACE provides a free Account Manager tool to monitor AirStream usage, service information and VoIP call costs.
Select Console Login at the top of the website, enter your username and password in the Account Manager login, then select the relevant option:
- Services — View a list of your ACE internet services.
- View Service — View usage information for each service.
- View Calls — View unbilled VoIP telephone calls.
- Change Password — Update your Account Manager password.
03 How can I check my email while travelling or away from my computer?
To use ACE webmail, select Console Login at the top-right of the website.
Enter your email address and password in the webmail login area, then select the login button to access your email.
04 What is offered with ACE free technical support?
ACE provides free technical support for issues affecting your internet connection and related software.
This can include investigating connection issues, poor line quality and assistance accessing ACE webmail.
Work beyond support for an ACE service may incur a service fee, including:
- Setting up email on additional devices.
- Reinstalling or upgrading email software.
- Backing up email, contacts or bookmarks.
- Other setup unrelated to connecting your ACE service.
For help, call 02 4861 8888 or email support@ace.com.au.
05 Where can I go for Internet and computer tuition?
The Southern Highlands Computer Users Group provides monthly meetings and computer tuition for its members at a reasonable cost.
Visit the Southern Highlands Computer Users Group website for current meeting times, locations and membership information.
06 My connection drops without warning or does not connect first time. What should I do?
For NBN services, connection problems can be caused by poor line quality or several other network factors.
Restart your NBN modem. If the issue continues, contact ACE so our team can investigate further.
For AirStream services, switch off the router and radio receiver installed by ACE, wait briefly, then switch both devices back on. Contact ACE if the problem remains.
07 I need help setting up my email.
Customers using an @acenet.com.au email address can follow the setup guide on the ACE Self Help page.
Exchange and web-hosting email customers should contact the ACE support team for assistance.
View Email Setup GuidesBuilding a better connected
future.
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and discover the difference.
