ADSL Broadband FAQ’s

These FAQs apply to all Netspace Broadband accounts. There are also some ADSL2+ and Naked DSL specific FAQs below.

What is broadband?

Broadband is the general term used for any fast internet connection. ADSL stands for Asymmetric Digital Subscriber Line, and is the most common type of broadband that is delivered through the copper lines that are also used for telephone services. As well as being very fast, broadband is a permanent connection so you never have to dial up and you can use the telephone and browse the internet at the same time. Netspace provides 3 different types of ADSL broadband:

Broadband Type	Details
ADSL2+	This is the newest and fastest residential broadband service provided by Netspace and is the most popular choice if you are in an area that is ADSL2+ enabled.
ADSL	We call this Netspace ADSL broadband. This is the alternative internet connection if ADSL2+ is unavailable in your area. Netspace ADSL broadband is the first generation of broadband with speeds from 256 kbps up to 8000 kbps
Naked DSL	Naked DSL is an ADSL2+ speed service without an active telephone line. This is only recommended if you never use your fixed line telephone service.

What are the benefits of broadband?

Some of the many benefits of ADSL broadband include:

• lighting fast internet at speeds up to 140 times quicker than regular dial up
• the ability to place and receive phone calls while surfing the net
• a permanent connection – save money by not dialling in every time you connect
• no second phone line – save money by using the existing cabling to your home
• fast downloading of online video and broadband only content
• the ability to link multiple computers to the internet with the one connection

Getting Connected

What type of broadband is available in my area?

ADSL broadband is available in most areas across Australia. ADSL2+ and Naked DSL coverage is growing fast.

To find out what types of broadband are available on your telephone line, use the Broadband Availability Check tool.

For a list of ADSL2+ and Naked DSL enabled exchanges the status of future exchanges see the coverage page.

I’ve applied for broadband. What happens now?

You can check the status of your application at any time using the status check tool. You will need to enter your Netspace username and your nominated phone number.

The broadband connection process usually takes between 5 to 14 business days.

Firstly, your initial set up cost will be charged via your chosen payment method. This is refunded should your application be unsuccessful.

Secondly, tests will be performed by our upstream provider on your nominated phone number to confirm that ADSL is available to you.

Thirdly, your ADSL modem, if you’ve ordered one, will be despatched by courier to your address. If you are not home to receive the modem, the courier will leave instructions on how you can arrange for re-delivery.

Finally, when your connection is ready and your account is activated, you’ll receive a phone call or SMS text message from us telling you you’re ready to go.

You’ll then be able to set up your modem and login to Netspace.

How long will my broadband application take?

The Netspace broadband connection timeframe varies depending upon the service you ordered. It usually takes:

• Up to 10 days for an ADSL1 service
• Up to 14 days for an ADSL2+ service
• Up to 7 days if you are transferring from another provider

In some rare situations it may take a little longer.

Do I set up my broadband connection myself?

Yes. Easy to follow instructions on setting up your ADSL modem and computer to use Netspace broadband will be sent to your address. If you have trouble getting your connection up and running, you can always contact our helpful support staff.

I have ADSL Broadband from another provider. Can I switch to Netspace?

Yes, switching to Netspace is simple and in most cases you will not be offline for more than a few moments. For further details see Switching to Netspace.

I have my own ADSL modem. Can I use it with Netspace?

We provide support for modems listed here. If your modem is not listed and you need to contact technical support, our team will provide basic assistance for any type of broadband modem, but we can only diagnose issues for supported modems.

Managing your quota

How can I check my download usage and when does the count reset?

You can check your current usage online using the usage meter at MyNetspace. Please note that the usage meter can take up to 3 hours to register downloads made through your service. Every month, your usage resets on your anniversary date – the day of the month on which your account was first enabled.

What happens when I reach my quota limit?

What happens when you reach and exceed your quota limit in a particular month depends on your plan.

If you have chosen a Flat Rate plan, then your speed will be "shaped", meaning it will be cut to that of regular dial up (roughly 56k). You can still download as much as you like without ever being charged an excess usage fee.

You can switch the Flat Rate option on and off on most plans. If the Flat Rate option is switched off excess downloads will be charged at 9.9¢ per MB

If you have chosen a Starter plan, excess usage is charged at 15¢ per MB.

What is a Data Block?

If you are approaching or have exceeded your monthly quota limit, you might consider purchasing a Data Block – a pre-paid allocation of additional quota. Data Blocks allow you to return to full speed and can be purchased via MyNetspace where they are available in the following sizes:

Data Block (GB)	Cost
4GB	$19.95
12GB	$39.95

Data blocks are non-refundable or non-transferable. Data Blocks are only valid for the billing period in which they are purchased. Data Blocks are not available on the Starter Plans.

What does Flat Rate mean?

Flat Rate refers to Netspace plans where you will never be charged for excess downloads, no matter how often you use the net. All Flat Rate plans are, however, subject to monthly quotas.

If your monthly quota is exceeded, two things can occur:

• Firstly, if your Flat Rate option is on, your speed will be "shaped", that is, slowed to the speed of regular dial up (roughly 56k for Home and 128k for SOHO plans). You will not be charged for excess usage, and you can still download as much as you like (excluding the ADSL2+ Lite plan), though at a lesser speed.
• Alternatively, if your Flat Rate option is off, you can continue to download at full speed, however, excess usage will be charged at 9.9¢ per MB.

All new ADSL customers have Flat Rate turned on by default. You can switch the option off via MyNetspace.

Existing customers who upgrade their plan will need to check their Flat Rate status as the Flat Rate option is not selected by default.

You should also be aware that quotas are divided into peak and off-peak allowances.

Can I turn Flat Rate on and off?

Yes. You can switch at any time via MyNetspace on certain plans, however this option is not available on the ADSL2+ Super 50 Anytime plan. On eligible plans there is no charge for switching Flat Rate on and off, and changes take effect immediately.

What is shaping?

Shaping refers to slowing the line speed of your connection – usually to that of a regular dial up modem (56k for Home and 128k for SOHO plans).

Are there free sites which don’t count towards my download limit?

Yes, depending on your plan. There is no free traffic on Starter Plans. Netspace customers on any other current broadband plan have free use of Gamespace, as well as a tucows mirror site and a free ftp server which hosts great content like movie trailers and useful software downloads. For more information please see – free traffic sites.

Account

Can I manage my account online?

Yes. The MyNetspace portal makes it easy to perform tasks like changing your password and billing details, even changing your plan. To login use your Netspace username and password.

Can I upgrade or downgrade my broadband plan?

Yes – we don’t believe in chaining you to a particular plan. You can upgrade and downgrade your plan during the life of your agreement, however, there are conditions. See broadband terms and conditions for details.

What happens if I cancel my broadband account?

Customers who cancel their broadband account or transfer to another provider prior to the conclusion of their agreement are required to pay 50% of any remaining monthly fees plus a network termination fee of $65. Customers out of contract on ADSL2+ and Naked DSL plans, who cancel or transfer to another provider, are required to pay a $65 network termination fee.

Customers must provide Netspace with 30 days written and signed notification of the cancellation or transfer of their account, unless transferring to another ISP via the ADSL1 Rapid Transfer or ADSL2+ Fast Churn process, in which case notification is not required.

What happens if I change my address or telephone number?

Changes of address or service number are treated as re-connections and are charged as follows:

Customers in agreement: relocating within their agreement must pay a relocation fee of:

• $99 if their service has been connected for more than 6 months
• $149 if their service has been connected for less than 6 months

A fresh minimum term will apply from the commencement of the relocated service. This shall be either the remaining balance of their previous minimum term, or six months, whichever is longest.

Customers out of agreement: can choose to pay a reduced relocation fee by extending their agreement by a fixed period. Customers can choose between these options:

• a 24 month agreement extension and no relocation charge
• an 18 month agreement extension and a relocation charge of $29
• a 12 month agreement extension and a relocation charge of $69
• a 6 month agreement extension and a relocation charge of $99
• no contract extension and a relocation charge of $129

In all cases: should the application to relocate the service to a new telephone line or service address be rejected, a $65 Network Termination fee will be charged, together with 50% of the agreement balance as per standard early termination.

Reconnection of an existing service: in cases where a third party has disabled or cancelled the telephone service line and that line has been reconnected, a re-connection fee of $149 will be charged, with no extension to the customer’s agreement.

Billing

What are my payment options?

Payments to Netspace can be made by credit card or direct debit. We accept Visa, MasterCard, Diners Card and American Express. A payment processing fee may apply to some payment options.

Can I switch from paying by credit card to direct debit or vice versa?

Yes. You can change your billing details using the MyBill tools at MyNetspace. Changes to your payment method take effect the next time you are billed.

What is the Netspace billing process?

Payments to Netspace can be made by credit card or direct debit. We accept Visa, MasterCard, Diners Card and American Express.

During the connection process, Netspace will not debit your credit card or bank account until we have determined to the best possible extent that broadband ADSL is available and connectable on your nominated telephone line.

If we determine that your application will most likely succeed, the cost of your Agreement and Modem Package and first monthly fee will be charged via your nominated payment method. If your application is unsuccessful, this charge will be refunded within 7 working days.

The date upon which your ADSL connection is confirmed connected becomes your anniversary date. This is the date upon which your agreement starts and is also the date where your monthly data usage is calculated.

Your monthly fee will be charged each month to your credit card or direct debit account around 10 days before your anniversary date. A tax invoice will be sent to your primary Netspace email address whenever your account is billed.

If we have supplied you with an ADSL modem, you will own this modem at the completion of your agreement if your account is up to date with all payments.

What is my Anniversary Date?

The date upon which your ADSL connection is confirmed connected becomes your anniversary date. This is the date upon which your agreement starts and is also the date where your monthly data usage is calculated. You can check your anniversary date and account details at MyNetspace.

What is ADSL broadband?

ADSL Broadband is ADSL1 the first generation of broadband with download speeds from 256 kbps up to 8000 kbps.

What is Rapid Transfer?

Rapid Transfer is a process allowing you to quickly and easily move between participating ADSL1 broadband providers, without needing to reconnect your ADSL broadband service. Switching to Netspace ADSL broadband takes between 3 to 5 working days, usually with a downtime of only 2 to 6 hours. A similar process is available for moving to ADSL2+ plans called Fast Churn.

What does Rapid Transfer cost?

Right now, nothing – switch to any Netspace ADSL1 broadband plan on an agreement of 6 months or more and pay no churning (rapid transfer) fee. Plus, select a 24 month agreement and we’ll provide you with a free Netspace Standard ADSL modem.

When switching via Rapid Transfer, do I need to cancel my service with my current ISP?

No, you must make sure your ADSL broadband account is still active with your current provider before switching to Netspace via the Rapid Transfer or Fast Churn processes.

By submitting your application you are giving Netspace the authority to cancel your current broadband connection (we’ll do this on your behalf). However, we do recommend that you advise your current ISP in writing that you are intending to transfer – or shortly after actually transferring.

What is ADSL2+?

ADSL2+ is the next generation of ADSL broadband offering much higher download speeds at distances further from the telephone exchange. Regular ADSL broadband in Australia has download speeds between 256Kbps and a maximum theoretical speed of 8000Kbps with upload speeds of between 64Kbps and 384 Kbps. ADSL2+ offers maximum theoretical download speeds in excess of 20Mbps (megabits per second) with upload speeds of up to 1Mbps, though actual speeds will be less due to many factors including your distance from the exchange, line quality and length, interference, network configuration, traffic and equipment. ADSL2+ speeds are typically much faster than regular ADSL. The vast majority of ADSL2+ users will achieve download speeds over 10Mbps and a small percentage of users with the optimal combination of physical parameters and equipment could achieve speeds upwards of 20Mbps.

What are the main benefits of ADSL2+?

ADSL2+ is much faster than regular ADSL. ADSL2+ is available further from the exchange. If you were previously unable to get ADSL broadband due to being too far away from the exchange, you may now be able to get broadband with ADSL2+.

Will I be able to get ADSL2+?

In order to get an ADSL2+ service your telephone exchange must be ADSL2+ enabled. The full list of exchanges where Netspace offers ADSL2+ is available here. This list will be updated regulary as we add more exchanges.

Will I need a new modem to use ADSL2+?

Many newer model ADSL modems are already ADSL2+ compatible. If your current modem is not compatible with ADSL2+ you can order a modem from Netspace via MyNetspace. Netspace also supplies the following modems which are ADSL2+ compatible.

• Standard Modem – Netgear DM111P
• Wireless Modem – Netgear DG834G
• All-in-One Modem with VoIP – Netgear DG834GV

Further information about the Netspace supplied modems is availabe here.

What speed will my broadband connection be on ADSL2+?

Netspace ADSL2+ plans provide the maximum speed achievable dependent on certain physical restraints that might exist at your location. The theoretical maximum line speed for ADSL2+ plans is in excess of 20Mbps or 20000Kbps but is dependant on the distance you are from the telephone exchange, the length and quality of your copper phone line, your modem and other environmental factors. So your actual speed will be somewhere from a minimum of 1500 to a theoretical maximum in excess of 20000 Kilobits per second.

Can I switch from my current ISP to a Netspace ADSL2+ Plan?

Yes, usually this can be done through Fast Churn allowing you to keep your existing broadband connection up until the moment the transfer takes place. You should only be without broadband for a few moments when the transfer occurs. Do not cancel your existing broadband service when switching using Fast Churn.

What is Fast Churn?

Switching between internet service providers on ADSL1 broadband is relatively easy with little cost and downtime experienced by customers because of a process called Rapid Transfer. ADSL2+ however is slightly more complicated because it involves a transfer between DSLAMs – special ADSL2+ hardware inside the telephone exchange.

Netspace participates in the Fast Churn process making it available in all areas that we have ADSL2+ coverage. If your current provider also participates then switching to Netspace ADSL2+ can be performed with typically only a few moments downtime.

If your current provider does not participate we must first disconnect your existing broadband service before we can commence the Netspace ADSL2+ connection process. In this case you would be without a broadband connection for typically 14 working days. Netspace provides all new and existing broadband customers with a backup dial up internet account which can be used during this time.

You will be notified whether Fast Churn is available or not during the signup process before you commit to ordering a Netspace ADSL2+ service.

I am an existing Netspace customer – How can I upgrade to an ADSL2+ Plan?

Please see the ADSL2+ Upgrade Information page for details.

Why can’t I see ADSL2+ plans when I try to signup online?

When you signup online we will present the plans that are currently available to you by checking your telephone number. If ADSL2+ is not available in your area you will not be presented with ADSL2+ plans. The full list of exchanges that Netspace intends to offer ADSL2+ is available here.

What is Naked DSL?

Regular ADSL2+ based broadband requires you to have an active fixed line phone service. Naked DSL does not require you to have an active fixed line phone service. The copper phone line is used exclusively for the broadband service. You don’t even need to have a traditional telephone handset on the premises.

Will Naked DSL affect my phone service?

Yes. Your regular fixed line phone service will not work if you choose a Naked DSL service. Any service that relies on your fixed line phone will not work either. You will need to use a mobile phone or VoIP to make phone calls. If for any reason you need a regular fixed line phone service you should not get Naked DSL on the same line. Please note that the Netspace VoIP service is currently only configured to make outgoing VoIP calls and is not able to receive incoming calls.

What are the main benefits of Naked DSL?

If you do not need a regular fixed line phone service, Naked DSL is a great option giving you high speed ADSL2+ broadband without the hassle and additional expense of monthly fixed line phone bills. Naked DSL has extremely fast ADSL2+ download and upload speeds.

Will I be able to get Naked DSL?

If you can get ADSL2+ on the Netspace Complete network you can get Naked DSL. The full list of exchanges where Netspace offers Naked DSL is available here. This list will be updated regularly as we expand our coverage.

Will I need a new modem to use Naked DSL?

Netspace Naked DSL is an ADSL2+ based service so you will need an ADSL2+ capable modem to get the highest possible speed.

Can I switch from my current ISP to a Netspace Naked DSL Plan?

Yes, usually this can be done through Fast Churn allowing you to keep your existing broadband connection up until the moment the transfer takes place. You should only be without broadband for a few moments when the transfer occurs. Do not cancel your existing broadband service when switching using Fast Churn.

What is Fast Churn?

Switching between internet service providers on ADSL1 broadband is relatively easy with little cost and downtime experienced by customers because of a process called Rapid Transfer. ADSL2+ (including Naked DSL) however is slightly more complicated because it involves a transfer between DSLAMs – special ADSL2+ hardware inside the telephone exchange

Netspace participates in the Fast Churn process making it available in all areas that we have ADSL2+ coverage. If your current provider also participates then switching to Netspace ADSL2+ can be performed with typically only a few moments downtime.

If your current provider does not participate, we must first disconnect your existing broadband service before we can commence the Netspace ADSL2+ connection process. In this case you would be without a broadband connection for typically 14 working days. Netspace provides all new and existing Broadband customers with a backup dial up internet account which can be used during this time.

You will be notified whether Fast Churn is available or not during the signup process before you commit to ordering a Netspace ADSL2+ or a Naked DSL service.

I am an existing Netspace customer – How can I upgrade to a Naked DSL Plan?

Please see the ADSL2+ Upgrade Information page for details.

Why can’t I see Naked DSL plans when I try to signup online?

When you signup online we will present the plans that are currently available to you by checking your telephone number or service address. If Naked DSL is not available in your area you will not be presented with Naked DSL plans. The full list of exchanges that Netspace intends to offer Naked DSL is available here.

Can I keep my current phone number?

No. When you switch to Naked DSL on a phone line that has an active fixed line phone service, the phone service will become inactive and you will lose the phone number. If for any reason you wish to retain your phone number or otherwise need a regular fixed line phone service, you should get a regular ADSL2+ service rather than Naked DSL.

Will I be able to re-establish a fixed line phone service once I have a Naked DSL account?

Yes, to re-establish a phone service you will need to change from a Naked DSL plan to a phone bundled ADSL2+ plan. The process and cost to do this differs depending on the network your Naked DSL service is provided on.

You will always be advised which network your Naked DSL service will be provided on before you commit to proceeding with a Naked DSL service. We recommend that review the plan change fees that will apply to re-establish a phone service before you decide to select a Naked DSL service.

See Plan Upgrades and Downgrades – Naked DSL to ADSL2+ for further information.