[nznog] Telstra Clear fault in Christchurch

Some customer in chch on tc cable have been sent an email re changing their ip numbers (in this case my mother in law - need I say more :) because of increase in data. Is there a web page I can view that has the instructions as to what to do so I can talk her thru it. She's tried calling the hd and it's a 20 min wait currently, would prefer to just fix it for her. If there is a known other issue with network could someone please advise. Cheers Don