Broadband Frequently Asked Questions

The Broadband Service offered by TADAust Connect together with ispOne is a technology that is characterised by a range of terms that are both confusing and in some cases defy explanation.

The explanatory notes and definitions that follow endeavour to explain all of the terms used when applying to TADAust Connect for a Broadband connection that should allow subscribers to feel comfortable with the service, its components and the conditions that apply.

You should read this document when filling out the TADAust Connect ADSL Application Form, because we have set out below explanations for the many terms used in describing the capability of Broadband and the service generally.

General FAQ

1. What is Broadband?
2. What is ADSL?
3. Where is ADSL available?
4. What plans are available?

ADSL Network FAQ

1. What is an Exchange?
2. What are DSLAMs?
3. What is a DSLAM port?

Availability FAQ

1. Can I get a TADAust Connect broadband plan anywhere in Australia?
2. What is the process for switching to TADAust Connect if I already have a broadband service with another provider?

Billing FAQ

1. What payment methods are accepted?
2. Do I get mailed a tax invoice (receipt) in the mail?

Signup FAQ

1. How do I sign up and connect?
2. How long does it take until I have an activated service?
3. What if I already have broadband with another provider?

Technical FAQ

1. What operating systems are supported for broadband with TADAust Connect's service?
2. Will I require additional hardware for broadband?
3. Why do I need to install a splitter or filter?
4. Professionally installed Central Filters or Splitters
5. When I transfer, do I need to make configuration changes to my modem or email set-up?
6. What is the difference between a modem and a router?
7. How can I make my Internet connection secure?
8. ADSL Incompatibilities

Incompatibilities FAQ

1. What is a RIM?
2. Pair Gain, what is it?
3. Distance from the Local Exchange
   

What is Broadband?

Broadband refers to high speed Internet Access.

Broadband includes ADSL, cable, satellite, ISDN and wireless technology.

These technologies provide access to the Internet at speeds equal to or greater than 128 kilobits per second, all the way up to speeds in excess of 1.5 megabits per second.

What is ADSL?

ADSL stands for Asymmetric Digital Subscriber Line.

ADSL is a type of broadband technology providing high speed, always on Internet connectivity using telephone lines, at speeds up to thirty (30) times greater than conventional dial modems.

ADSL is called Asymmetric because it moves data more quickly from the Internet to the customer ("downstream") than from the customer to the Internet ("upstream") .

ADSL is now the most popular way to access the Internet via a broadband connection.

Where is ADSL available?

TADAust Connect Broadband services are available to up to seventy five percent (75%) of Australian households, in every capital city and many regional centres

With ADSL, voice and data can co-exist on one phone line. ADSL modems use digital coding techniques to squeeze up to 99% more capacity out of a phone line.

To establish an ADSL service, the customer's phone line is configured with ADSL hardware housed in the local telephone exchange.

Located in the phone exchange is a device called a DSLAM that is used to consolidate traffic from individual ADSL connections into a backbone network that connects to core ISP network.

Located in the customer's business or home is the Customer Premises Equipment ( CPE ). This term describes a range of devices connecting the customer to an ADSL service.  Included are filters, which are used to split the data signal into a voice and data channel, and a USB or Ethernet modem. 

What plans are available?

ADSL plans are available in three speeds: 256/64k, 512/128k , 512/512k and 1.5M/256k. The first number is the speed of the download from the Internet, such as when you view web pages or receive email. The second number is the speed of upload to the Internet, such as when you send email. Our plans vary from unlimited downloads to capped downloads and giving you the flexibility to choose your own net habits.

ADSL Network

What is an Exchange?

The telephone line in your home terminates in a building called an exchange. This building houses the equipment that allows you to make and receive phone calls and also to connect to broadband .

What are DSLAMs?

A DSLAM is the infrastructure placed in an exchange which makes it possible for you to receive broadband. If you prefer a more technical explanation, "DSLAM" stands for Digital Subscriber Line Access Multiplexer. When the phone company receives a DSL signal, a broadband modem with a POTS splitter detects both voice calls and data. Voice calls are sent to the PSTN, and data is sent to the DSLAM, where it passes through the ATM (the switch that converts digital data into units to transmit across the line) to the Internet, then back through the DSLAM and broadband modem before returning to the customer's PC.

What is a DSLAM port?

A DSLAM port is basically a connection, or a "place" reserved on the local exchange where the customer's telephone line is connected.

Availability

Can I get a TADAust Connect broadband plan anywhere in Australia ?

Yes. The TADAust Connect Broadband plans are available on every broadband enabled phone exchange in Australia .

What is the process for switching to TADAust Connect if I already have a broadband service with another provider?

The steps to churn my existing Broadband service to TADAust Connect are as follows:

1. Complete the online broadband application form - filling it out as normal (completing the churn section)
2. We will arrange for the service to be transferred from your existing supplier and they will be notified once the transfer has been completed.
3. We will contact you when the service has been transferred and advise the new login details.
4. Please call our sales staff on 1300 735 439 for more information.

Payment/billing details

What payment methods are accepted?

TADAust Connect accepts payment by credit card, direct debit, direct deposit, BPay, cheque/money order.

If I currently pay by credit card, can I swap to direct debit?

When you sign up, you have the option to choose to pay by credit card or direct debit. Once your plan is active, you can change payment methods by calling the customer accounts team on

Do I get mailed a tax invoice (receipt) in the mail?

To keep costs to a minimum, we send you a tax invoice by email. We can send you a paper tax invoice for an additional fee which you can request during the sign up process.

Signing up

How do I sign up and connect?

You can check out our broadband prices and product details on theTADAust Connect website. Then follow the link to sign up online or over the phone with one of our sales team on1300 735 439, or you can request to have an application faxed or mailed to you.

Please note: Not all telephone lines are compatible with broadband, so if you make an application for broadband, we check the compatibility of your line. If your line is compatible, your telephone line is physically plugged into the DSLAM hardware and special codes are applied on your telephone line to allow you to connect to the Internet via broadband. All of this occurs at the exchange and we do not need to come to your home to connect you to broadband.

How long does it take until I have an activated service?

Once you have completed the online application form or if you have faxed or mail an application form and we have received this, your order is submitted straight away. For all new order applications please allow 10 - 15 days until your service has been provisioned.

What if I already have broadband with another provider?

If you are connected with another provider and would like to join TADAust Connect please ensure you complete Section 2 of the application. This section outlines the transfer process. In this instance we can offer the Fast Transfer process. Fast Transfer enables you to move from one Internet Service Provider ( ISP ) to another with a reduced setup fee and shorter turn-around time for account activation. Most ISPs offer Fast Transfer. The usual time frame for a Fast Transfer to occur is approximately 3 - 5 working days, and the downtime is generally only 1-2 hours. The Fast Transfer process is available through our application which authorises us to move your service across to TADAust Connect.

Technical stuff

What operating systems are supported for broadband with TADAust Connect's service?

Windows 98SE, Windows ME, Windows 2000 and Windows XP, Mac OSX

Will I require additional hardware for broadband?

The Broadband operates on a standard phone line. Inline Filters need to be plugged in between the wall outlet port and any device sharing this phone line. One filter is provided free all hardware Modem orders. If you require additional filters these can be purchased on request. Examples of devices to be filtered in your home include:

• Telephone(s)
• Answering machine
• Back to Base Alarm Systems
• Fax machines
• Eftpos
• Foxtel Digital

Why do I need to install a splitter or filter?

• If you do not have either a splitter or filter installed, then you may hear interference through the telephone when ADSL is connected. Your ADSL connection may also be affected when you make telephone calls.

There are usually two types of configurations;

Splitter  

• A splitter is used to separate the voice and data traffic into 2 separate lines. The telephone signal is connected to the circuit in the building which is connecting to the phone and the other digital line connects to the customer's ADSL modem. This can be installed inside or outside the home or office.
• If a splitter is not used, telephone calls may be affected by interference when the ADSL is connected. The ADSL connection may also be affected by telephone calls.

Central Filter/Splitter are used like a micro filter and are placed on a single line or extension where both an ADSL modem and a Public Switched Telephone Network is required. The unit splits the line, providing a pass-through connection with no filtering to the ADSL modem, while providing a filtered connection to the PSTN device, thus saving the need for multiple filters to be installed on each separate telephony device.

Filter

• A filter is a small plug that fits between the phone jack on the wall and the telephone. These plugs are used instead of a splitter and need to be fitted to every phone in the home.
• If a filter is not used, telephone calls may be affected by interference when the ADSL is connected. The ADSL connection may also be affected by telephone calls.

An in-line micro filter is a small device you place between your telephony devices and the telephone socket. A filter is required for each telephone socket to which a telephone handset, fax, dial-up modem or Foxtel digital service is attached.

Professionally installed Central Filters or Splitters

This is a type of 'hard wired' filter placed before any wall socket is positioned and all extensions within the building then run out from this filter or splitter. This unit should be installed by a trained professional, as it needs to be physically wired into the premises cabling system. Splitters should definitely be installed on alarm systems connected via "mode 3" sockets or for systems with lines via a PABX or Commander system.

When I transfer, do I need to make configuration changes to my modem or email set-up?

If you already have a modem at home, you may need to make some changes to your settings- e.g. Username and password to configure the equipment to our network. If you buy one through us, we will configure it for you before we ship it to you. Email settings may change and we will provide you with this information during the activation process. If you need help with this please call our technical support team on

What is the difference between a modem and a router?

In DSL terms, the difference between a modem and a router is the number of computers it can provide the Internet to. A modem is suitable for a single computer connected to broadband. Routers are designed to share the connection between multiple computers. If you have more than one computer in the house, then you should choose an ADSL router.

How can I make my Internet connection secure?

Any connection to the Internet carries some risk. At the very least all personal computers should have an up to date antivirus programme installed. As ADSL provides a dedicated Internet connection over private telephone lines, this reduces the risk of any data being accessed by hackers over a shared network. An ADSL router can offer additional security. For maximum security a firewall as well as other hardware and software solutions should be explored.

ADSL Incompatibilities

Some installations of phone lines and services on the lines are indeed incompatible with ADSL. If this is the case, you will not be able to get ADSL with any internet provider.

The following lists the products that are incompatible with a standard ADSL product. End User telephone services that have these products WILL NOT be capable of having an ADSL service installed on that PSTN line.

This information can be used as a checklist when the customer is requesting an ADSL service.

The reasons for these incompatibilities include technical interference, absence of an associated PSTN line, inappropriateness of the associated PSTN line, and difficulties with the functionality of product software in conjunction with supply of ADSL.

Technical Incompatibilities

Generally there are only ever three technical incompatibilities with DSL ;

RIM

Pair Gain

Distance from Local Exchange

What is a RIM?

A RIM, otherwise known as a Remote Integrated Multiplexer , is a device that Telstra uses to provision telephone services in areas where there is no existing copper, or the existing copper in the ground cannot support the demand for services in the area.

Virtually all new housing estates have telephone services supplied by a RIM. Large office buildings, shopping centres, apartment complexes and the like are all "prime candidates" to be served by RIMs.

In rural and remote areas, older telephone exchanges can often be replaced by a RIM unit that utilizes the existing fibre infrastructure to communicate to an exchange of a larger community. If a customer's telephone number resides on a RIM unfortunately any DSL will not physically be able to be supplied.

Pair Gain, what is it?

Pair Gain is a term used by Telstra to describe technologies that are used to generate extra telephone services in areas where there are not enough copper pairs to provide everyone with the services that they require. Please note that Telstra refers to RIMs as "Large Pair Gain" whilst the technologies covered in this section are normally referred to as small or medium pair gain systems.

Pair Gains works when it typically takes one or more phone lines and provides more subscriber services than there are actually lines. (ie: 1 line, 4 services, 6 lines, 16 services, etc)

Distance from the Local Exchange

Because ADSL technology is distance limited and each ADSL service is line tested during the provisioning process in some instances the end customer's physical location may be just too far for the ADSL service to be delivered.

Generally the closer you are to your local exchange and providing the copper is of decent quality the better chance you have of obtaining higher speed ADSL and better throughput. Typically ADSL will generally have a distance limitation of around 5 - 6km from the Local Exchange to the end customer's home.