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Broadband providers aren't one and the same - Netspace is here to help
Below you'll find answers to common questions about our Small Office Home Office ADSL service. If you can't find the answer you're looking for, why not give us a call or send us an email.
ADSL Broadband Frequently Asked Questions
Top ADSL broadband questions
- Can I get broadband at my home or home office?
- What's the difference between SOHO and residential ADSL plans?
- What are your SOHO plan and agreement options?
- What are line filters and how many do I need?
- I've applied for broadband. What happens now?
- How long will my broadband application take?
- How can I pay?
- Do I set up my broadband connection myself?
- Why choose Netspace as my broadband provider?
- What happens when I reach my download limit?
- Can I upgrade or downgrade my broadband plan?
Common ADSL broadband questions
- What is ADSL broadband?
- What are the benefits of ADSL broadband?
- How fast is ADSL broadband?
- Is ADSL broadband available in my area?
- I have my own ADSL modem. Can I use it with Netspace?
- What are line filters and how many do I need?
- I don't use Windows. Can I still get ADSL broadband?
- Can I still use my fax or answering machine?
- Are there free sites which don't count towards my download limit?
- Can I access the Internet if the ADSL network goes down or if I am on holidays?
- Can I login to ADSL broadband from another location?
- How can I check my download usage and when does the count reset?
- Can I manage my account online?
- Are multiple logins permitted on my account?
- What is a Data Block?
- My ADSL broadband application was unsuccessful. What happened?
Flat Rate Plans
- What does Flat Rate mean?
- When are peak and off-peak times?
- Can I turn Flat Rate on and off?
- What happens if I reach my download limit?
- What is shaping?
Churning
- What is churning (rapid transfer)?
- What does churning cost?
- Does my existing ISP support churning?
- Does Netspace support my existing broadband modem?
- I'm switching to Netspace. What settings do I need to change on my PC?
- I'm ready to churn, what should I do?
- When churning, do I need to cancel my service with my current ISP?
System requirements
- What do I need to connect to Netspace ADSL broadband?
- What software and hardware do I need to connect to ADSL broadband?
Changing plans
Account cancellation
Service relocation
Billing
- What is the Netspace billing process?
- What is my Anniversary Date?
- What are my payment options?
- Can I switch from paying by credit card to direct debit or vice versa?
Internet Terminology
Top ADSL broadband questions
Can I get broadband at my home or home office?
To receive Netspace ADSL broadband, you will need to have a Telstra provisioned phone line (from a reseller or directly through Telstra) and be on an ADSL enabled exchange. You can check whether ADSL broadband is available on your telephone line using our Broadband Availability Check
What's the difference between SOHO and residential ADSL plans?
SOHO broadband plans are specifically designed for small businesses and home offices. You can use a business name on your tax invoice and you have the option obtaining a free Static IP address. SOHO customers have access to a dedicated business support number for priority service, a service level agreement and flat rate SOHO plans have a higher shaping speed of 128k.
What are your SOHO plan and agreement options?
Some broadband providers offer a confusing array of business plans and contracts, but, at Netspace, we've made choosing a plan simple. We've created a range of SOHO broadband plans which suit different business communication needs - and you can choose the length of your agreement, from 0, 6, 12, or 24 months. Find out more about our SOHO broadband plans.
What are line filters and how many do I need?
A line filter is a small device which separates voice and fax signals from Internet traffic. Once you have ADSL, each telephone handset, fax or answering machine in your home will need one - so that's one filter for every telephony device in your home. If you have a monitored alarm system you will need a central filter. This must be installed by a qualified technician and we recommend speaking to your alarm company.
I've applied for broadband. What happens now?
Firstly, thanks for choosing Netspace.
You can check the status of your application at any time using the Status Check on our homepage. You will need to enter your Netspace username and your nominated phone number.
The broadband connection process usually takes between 5 to 10 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 process usually takes between 5 to 10 business days.
Switching from another provider usually takes 3 to 4 business days.
How can I pay?
Payments to Netspace can be made by credit card or direct debit. We accept Visa, MasterCard, Diners' Card and American Express.
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.
Why choose Netspace as my broadband provider?
Most small business customers choose Netspace because they want a fast and reliable broadband service that doesn't cost the earth. We also provide extra features and services like free uploads and free spam and email virus filtering that you won't see at other ISPs.
You can view the top 10 reasons for choosing Netspace SOHO broadband and find out more on Netspace by visiting our About Us page.
What happens when I reach my download limit?
What happens when you reach and exceed your download limit in a particular month depends on your plan.
If you have chosen a Flat Rate plan, then your download speed will be 'shaped', meaning it will be cut to 128k for SOHO plans and regular dial up speed for residential plans. You can still download as much as you like, and will never be charged an excess usage fee.
If you have chosen a plan which is not Flat Rate, then excess usage is charged at 9.9 cents per Mb.
You can switch the Flat Rate option on and off on most plans.
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.
You can upgrade your plan at any time, free of charge. Once you have upgraded, advertised monthly fees for upgraded plan apply.
You can downgrade your plan if your agreement has expired or if you have previously upgraded it during your agreement (if you are still in agreement, you may only downgrade to your initial plan).
Downgrades to a plan with the same line speed (eg. 512k/128k to 512k/128k) are free of charge. Downgrades to a lower line speed (eg: 512k/512k to 1500k/256k or 512k/128k to 256k/64k) incur a cost of $19.
Changes to plans come into effect at the end of your billing cycle or after all paid-up time has expired.
Upgrades and downgrades can be performed online through the MyNetspace portal.
Common ADSL broadband questions
What is ADSL broadband?
ADSL is a broadband service which provides fast Internet through your existing telephone line. ADSL stands for Asymmetric Digital Subscriber Line, and the service offers a high-speed Internet connection which allows you to remain permanently online, as well as to place and receive phone calls while connected.
What are the benefits of ADSL 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
How fast is ADSL broadband?
ADSL broadband is able to reach speeds up to 140 times faster than dial up.
The speed of your ADSL connection depends on the line speed you have selected. Netspace currently offers ADSL line speeds of 256k, 512k, 1500k and 8000k. Regular dial up is 56k.
ADSL line speeds are represented in downstream / upstream format. For example 256k/64k represents up to 256kbps (kilobits per second) downstream / 64kbps upstream. The downstream / upstream speeds refer to the maximum speeds achievable accessing the internet using a Netspace ADSL connection. Due to many environmental factors, the actual speeds achievable are likely to be less than the maximum speed that is achievable based on your plan.
The following table shows the average time it takes to download content on different connections:
| Connection | View an average web page | Download a 4 minute MP3 (recorded at 128Kbps) |
|---|---|---|
| Regular Dial up (56k) | 28 seconds | 10 minutes |
| ADSL broadband (256k) | 6-7 seconds | 2 minutes |
| ADSL broadband (512k) | 3-4 seconds | 1 minutes |
| ADSL broadband (1500k) | 1-2 seconds | 20 seconds |
| ADSL broadband (8000k) | 0-1 second | 4 seconds |
Please note these times are designed as an approximate guide only. Times may vary depending on the size of the website, MP3 recording quality and network protocols.
Is ADSL broadband available in my area?
ADSL broadband services are available in most areas across Australia.
To find out whether ADSL is available on your telephone line, use the Netspace Broadband Availability Check.
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 call Technical Support, our team will provide basic assistance for any type of Broadband Modem, but we can only diagnose issues for supported modems.
What are line filters and how many do I need?
A line filter is a small device which separates voice and fax signals from Internet traffic.
Once you have ADSL, each telephone handset, fax or answering machine in your home will need one - so that's one filter for every telephony device in your home.
If you have a monitored alarm system you will need a central filter. This must be installed by a qualified technician and we recommend speaking to your alarm company.
I don't use Windows. Can I still get ADSL broadband?
Yes. Netspace ADSL broadband will work with any operating system that supports the TCP/IP protocol.
Our support staff can help with most Windows (95/98/2000/XP) and Mac OS (8/9/X) variants.
Can I still use my fax or answering machine with ADSL?
You can still use any telephone, fax or answering machine with ADSL.
Once you have ADSL, each telephone handset, fax or answering machine (and any other telephony devise) in your home will need a line filter. A line filter is a small device which separates voice and fax signals from Internet traffic.
One line filter is supplied with every modem purchased from Netspace. Additional line filters can be ordered during the joining process.
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.
Netspace customers on some broadband plans also get free same-state Netspace to Netspace traffic and free downloads from peer-to-peer sites including WAIX and PIPE.
For more information read our Standard Form of Agreement.
Can I access the Internet if the ADSL network goes down or if I am on holidays?
Yes. All Netspace Broadband customers are provided with a free backup dial up account that can be used in the unlikely event that the ADSL network goes down.
You can also use the dial up account when travelling anywhere in Australia - great for checking your email on holidays.
Please note that your ADSL and backup dial up services cannot be connected at the same time. Any downloads are counted towards your broadband usage.
Can I login to ADSL broadband from another location?
No. ADSL broadband is only available on enabled phone lines.
You can, however, take advantage of the free backup dial up account provided to all Netspace Broadband customers to dial in from anywhere in Australia.
If you are moving house, you can move your ADSL connection using the MyNetspace account tools.
How can I check my download usage and when does the count reset?
You can check your current usage online using the usage meter on the MyNetspace portal.
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.
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 to MyNetspace, use your Netspace username and password.
You can then perform the following tasks under the following headings.
MyInfo:
- View your account details
- Change your password
- Relocate your service
- Reconnect your line
- Get the latest Netspace news via the Newsdesk
- Claim rewards from the Customer Referral Program
MyPlan:
- View your plan details
- View your monthly download usage
- Purchase a modem
- Change the Flat Rate option on your plan
- Upgrade or downgrade your plan
- Purchase a data block
- Install Netspace Accelerator
MyBill:
- Access your billing information
- Change your payment method
- View your Credit Card details
- View recent invoices/payments
- Make payments
MyMail:
- Access your Webmail
- Activate email forwarding
- Set up additional Netspace email accounts
- Set up Spam and Email Virus Filtering
- Subscribe in Netspace communications
MySpace:
- Set-up your Netspace Gallery
Are multiple logins permitted on my account?
Yes. Multiple, sometimes known as concurrent logins are permitted on all ADSL Flat Rate plans unless your account has exceeded its monthly download limit after which multiple logins are disabled.
Customers who have switched off Flat Rate can use multiple logins at any time.
Please be aware that downloads made through any login count towards monthly data usage.
What is a Data Block?
If you are approaching or have exceeded your monthly download limit, you might consider purchasing a Data Block - a pre-paid allocation of additional downloads.
Data Blocks allow you to return to full download speed and can be purchased through the MyNetspace portal where they are available in the following sizes:
Data Block (GB) Price 4 GB $19.95 12 GB $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.
My ADSL broadband application was unsuccessful. What happened?
There are several reasons that an ADSL application can fail. The most common include:
- ADSL was not available at your telephone exchange
- your home was too far from the nearest exchange
- the copper wiring to your home was of insufficient quality
You can use the Online Status Check on our homepage to find the exact reason that your application was unsuccessful.
If your application has proved unsuccessful, we will refund any costs we have charged to you within 7 business days.
Depending on the problem, ADSL broadband may be available to you sometime in the future. In the meantime, you might like to consider one of our dial up plans.
Flat Rate 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 download quotas.
If your monthly download 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). You will not be charged for excess usage, and you can still download as much as you like, 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 cents per Mb.
All new ADSL customers have Flat Rate turned on by default. You can switch the option off using the MyNetspace online tools.
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 download quotas are divided into peak and off-peak allowances.
When are peak and off-peak times?
Flat Rate plans have both a peak and off-peak data allowance.
Peak times are 7 am to 12 midnight, 7 days a week, and off-peak times are 12 midnight to 7 am, 7 days a week.
For ADSL1 these times are in your local time zone. For ADSL2+ these times are presently AEST.
If the Peak or Off-Peak download quota is exceeded during a given month, your speed will be shaped for that time period only. For example, if you exceed your plan's download quota during Peak times, your Peak usage will be shaped, but your Off-Peak speed will remain unaffected.
Can I turn Flat Rate on and off?
Yes. You can switch at any time via the MyNetspace online account tools. There is no charge for switching Flat Rate on and off, and changes take effect immediately.
What happens if I reach my download limit?
What happens when you exceed your download limit will depend on which plan you are on.
On Flat Rate plans, you will not be charged for excess downloads, however, your connection speed will be shaped. If you would prefer to continue to download at full speed, you can turn the Flat Rate option off, and excess downloads will then be charged at 9.9c per Mb. Alternatively, you might consider purchasing a further Data Block.
On the Starter plans, all excess usage is charged at 15c per Mb regardless.
What is shaping?
Shaping refers to slowing the line speed of your connection - usually to that of a regular dial up modem (56k).
Churning
What is churning (rapid transfer)?
Churning or rapid transfer is a process allowing you to quickly and easily move between participating ADSL broadband providers, without needing to reconnect your ADSL broadband service. Churning to Netspace ADSL broadband takes between 3 to 5 working days, usually with a downtime of only 2 to 6 hours.
What does churning cost?
Right now, nothing - switch to any Netspace ADSL 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.
Does my existing ISP support churning?
Most major ADSL broadband providers participate in the Rapid Transfer program. You can see if your current ISP participates by checking the list of Rapid Transfer participants.
If your ISP does not participate, you should cancel your current ADSL broadband service and then join Netspace as a new customer.
Does Netspace support my existing broadband modem?
We provide support for modems listed here.
If your modem is not listed and you need to call Technical Support, our team will provide basic assistance for any type of Broadband Modem, but we can only diagnose issues for supported modems.
I'm switching to Netspace. What settings do I need to change on my PC?
A few days after you have chosen to switch to Netspace, you will notice that your ADSL signal has disappeared. Once it reappears, usually between 2 to 6 hours later, you will need to reconfigure your connection with the new username and password you have received from us. You should then be able to connect. If you encounter any trouble, you can contact our support staff on 131 456.
I'm ready to churn, what should I do?
Great. Simply join through our regular process and nominate 'Rapid Transfer' when asked.
When churning, 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 process.
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 churn - or shortly after actually churning.
System requirements
What do I need to connect to Netspace ADSL broadband?
To connect to our broadband ADSL service, you will need the following:
- an active Telstra telephone line, provided directly by Telstra or through a Telstra reseller. Check your number now.
- a computer capable of supporting ADSL. Your computer must meet our minimum requirements. We support both Windows and Mac operating systems.
- an ADSL modem. We can provide an ADSL modem when you join, or you may provide your own.
The address at which the service will be installed must also match the address as specified on your telephone account.
We also recommend you protect your computer using a firewall and an anti-virus program.
What software and hardware do I need to connect to ADSL broadband?
To connect to Netspace we recommend you have at least the following:
PC (IBM Compatible)
- Pentium II processor or higher
- Windows 98SE, ME, 2000 or XP
- 32Mb RAM (Windows 98SE)
- 64Mb RAM (Windows 2000 and ME)
- 128Mb RAM (Windows XP)
- Spare USB (Windows 98SE and higher), Network/Ethernet port and a CD-ROM drive
- SVGA display, 800x600 display with 256 colour or higher display
- 150Mb hard disk drive space
- Internet Explorer 5/Netscape 6 or higher
Apple Macintosh
- Power PC, Power Book, iMac or iBook (G3 or G4 processor strongly recommended)
- Operating System OS 8.6 or higher
- 12 MB RAM (recommended)
- 128 MB RAM for OSX
- Spare Network/Ethernet port and a CD-ROM drive
- SVGA display, 800x600 display with 256 colour or higher display
- 20Mb hard disk drive space
- Internet Explorer 5/Netscape 6 or higher
We also recommend you protect your computer using a firewall and an anti-virus program.
Changing Plans
Can I upgrade or downgrade my 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.
You can upgrade your plan at any time, free of charge. Once you have upgraded, advertised monthly fees for upgraded plan apply.
You can downgrade your plan if your agreement has expired or if you have previously upgraded it during your agreement (if you are still in agreement, you may only downgrade to your initial plan).
Downgrades to a plan with the same line speed (eg. 512k/128k to 512k/128k) are free of charge. Downgrades to a lower line speed (eg: 512k/512k to 1500k/256k or 512k/128k to 256k/64k) incur a cost of $19. You are unable to downgrade to the Starter plans.
Changes to plans come into effect at the end of your billing cycle or after all paid-up time has expired.
Upgrades and downgrades can be performed online through the MyNetspace portal
Account cancellation
What happens if I cancel my agreement early?
Broadband Accounts
Customers who cancel their broadband account prior to the conclusion of their agreement are required to pay 50% of any remaining monthly fees and an administration fee of $100.Cancelling via the Rapid Transfer process
Customers who have completed their agreement's initial minimum term can transfer to another ISP using the Rapid Transfer process at no cost. If you are doing so you are not required to provide us with any notification. Customers who cancel their broadband account prior to the conclusion of their agreement are required to pay 50% of any remaining monthly fees and an administration fee of $100.Cancelling without the Rapid Transfer process
Customers who have completed their agreement's initial minimum term can transfer to another ISP who is not a participant in the Rapid Transfer process by providing Netspace with 30 days written and signed notification of the cancellation of their account. There is no charge. Customers who cancel their broadband account prior to the conclusion of their agreement are required to pay 50% of any remaining monthly fees and an administration fee of $100.
Service Relocation
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
Customers 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 monthsA 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
Customers who are 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, the standard ADSL Early Disconnection Fee applies.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 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.
Check your Anniversary Date and account details using the MyNetspace portal.
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.
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 in the MyNetspace portal.
Changes to your payment method take effect the next time you are billed.
Easy to join online
- Check broadband availability
- Choose a plan and modem
- Enter your contact details