Frequently asked questions about broadband ADSL

query.gif Sales Disclaimer: Please Read
  1. How long does it take to install the service?
  2. Does my phone number support ADSL?
  3. What is the difference between installation and activation?
  4. Can I get ADSL if my phone is with Optus or another carrier?
  5. I have a security system, will this affect my application?
  6. Can I apply to have ADSL on my fax line?
  7. How much does it cost?
  8. Do I have to buy a modem from aaNet?
  9. How long is the contract for?
  10. What does data charged through peering services mean?
  11. Do I have to pay if I cannot connect?
  12. What if I want to cancel my order do I have to pay?
  13. Do I need to be home for Telstra to activate my line?
  14. Does aaNet install the service at my house?
  15. How much web space do I get with my service?
  16. How many emails do I get?
  17. Can I keep my existing email?
  18. What modems do you sell?
  19. Can I change plans while I am in contract?
  20. When do I get billed?
  21. Do you sell network cards?
  22. Do you sell additional filters?
  23. Can I have additional IP addresses?
  24. Do you support domain hosting?
  25. How much does it cost to churn?
  26. How much does it cost for a speed upgrade?
  27. I am shifting, how do I re-locate and what does it cost?
  28. Do I need to be home when I get my modem is delivered?
  29. How much does it cost for me to break my contract?
  30. What payment methods are available?
  31. Do I get free traffic?

I am new; can I set this up myself?

Yes you should be able to set this up yourself. aaNet provides several resources including our user forum to make this easier for you. It is a good idea to start with our step by step guides.

What hardware do I need?

You will an ADSL capable Modem which you can buy from us or any supplier you prefer. You can read about modems here. Just about any computer will work with our service but having a late model PC is preferred for optimal performance.

How long does it take to install the service?

Most times it takes about 7-10 business days for a new application. If you are churning from another internet service provider you can normally expect to churn on the day you nominate on your application.

Does my phone number support ADSL?

We cannot tell you whether your phone number can definitely avail ADSL. However, what you can do is to apply for the service and see how it goes.

What is the difference between installation and activation?

This can be confusing because there is no difference. Installation means that aaNet activates your line. This does not mean that someone comes to your house and installs your modem on your line. You can find more information under the tech support section of the site.

Can I get ADSL if my phone is with Optus or another carrier?

If you have your phone service through a normal telephone line the answer is yes. If you have your phone line going through your television cable the answer is no. You must have a normal copper phone line to enable ADSL on the line.

I have a security system, will this affect my application?

No, this will not affect your activation or application but if you have problems you will need to have a central splitter installed before your security system before you can receive technical support from either aaNet or Telstra. See our security system  documentation here which gives you a brief overview.

Can I apply to have ADSL on my fax line?

Yes you can do this. Sometimes high speed faxes will interfere with your connection and this may need to be filtered heavily.

How much does it cost?

aaNet are generally the least expensive internet service providers in the market place. You can view our pricing and plans here.

Do I have to buy a modem from aaNet?

No, you do not need to buy a modem from us. We do sell modems much cheaper than retail prices and these are the ones our helpdesk supports.

How long is the contract for?

Contract terms vary based on the product you choose.  All services are paid monthly in advance and billing starts on the date you first logon or from the day aaNet notifies you of your activation, whichever is the sooner.

What does data charged through peering services mean?

Some ISPs have peering services with other providers. aaNet does not do this so in this case it does not apply to us. We do not charge for data through peering services because we don't peer with any other ISPs.

Do I have to pay if I cannot connect?

Yes you do. We provide a network service on your phone line and this comes guaranteed working. If you cannot connect because of equipment failures at your premises (either hardware or software) then you will need to seek advice on how to remedy these.

What if I want to cancel my order do I have to pay?

No you do not have to pay if you cancel your order four business days prior to the activation of the service on your line. You cannot cancel your order after activation without incurring disconnection charges.

Do I need to be home to activate my line?

No, this is not done at your premises; it is done at your exchange.

Does aaNet install the service at my house?

No we do not install the service at your premises but we do provide quite comprehensive information that should enable you to get up and running without issues.

Does aaNet run gaming servers?

No.

How much web space do I get with my service?

You have 60 Megabytes available with your ADSL service for use as a personal website.

How many emails do I get?

You get 15 email addresses, each one with twenty megabytes of storage attached. You can create these yourself in our members section.

Can I keep my existing email?

If your email is with another internet service provider this is unlikely. However, Gmail, Hotmail and Yahoo accounts are not related to your existing internet provider and will remain available for your use.

What modems do you sell?

Please see our modems page for the details and options of our modems.

Can I change plans while I am in contract?

Please see our pricing page for details.

When do I get billed?

You will be billed for your modem the day before it is shipped (normally two days before activation). You will be billed for you activation the day you are activated. You will be billed for your service when we receive a completion report from Telstra.

Do you sell network cards?

No sorry we do not sell Network cards but you can pick them up at most computer shops.

Do you sell additional filters?

Yes. Please contact sales@aanet.com.au to order.

Can I have additional IP addresses?

Yes you can apply for additional IPs. Please see our pricing page for details.

How much does it cost to churn?

This varies based on the product you choose. Please see the plans pages for information about the cost of activation.

How much does it cost for a speed upgrade?

Please see the pricing page for current pricing.

I am shifting, how do I re-locate and what does it cost?

Please see the pricing page for current pricing

Do I need to be home when I get my modem is delivered?

Yes you do, if you think you might not be home we can have it delivered to your post office for you to pick up.

How much does it cost for me to break my contract?

Please see the pricing page for current pricing.

What payment methods are available?

Please read our FAQs on billing for more details.

Do I get free traffic?

No sorry, all traffic you use after your quota incurs a charge, which varies depending on the plan you selected. Excess usage is calculated on per MB on a pro-rata basis.

Sales Disclaimer: Please Read