- What does the term "Broadband" mean?
The term 'Broadband' is commonly used to describe internet connections which are capable of speeds of 256kbps and above. ADSL (Asymmetric Digital Subscriber Line) is the most common type of Broadband connection, and is the method AlphaCall use to provide your broadband service.
- What is ADSL?
ADSL (Asymmetric Digital Subscriber Line) is a technology for transmitting digital information at a high bandwidth on existing phone lines to homes and businesses. Unlike regular dialup phone service, ADSL provides a continuously available connection. ADSL is asymmetric in that it uses most of the channel to transmit downstream to the user and only a small part to receive information from the user. ADSL simultaneously accommodates analog (voice) information on the same line.
- How does ADSL work over my telephone line?
An ADSL broadband connection takes your existing telephone line and adds a dedicated computer link between the telephone exchange and your home. The connection uses a transmission coding protocol called Discrete Multi Tone (DMT), which operates at a frequency above that of normal voice, fax, or data transfer.
This means the broadband connection does not interfere with your voice, fax or normal dial-up capabilities, and likewise, your voice and data transfers over the telephone line do not interfere with your broadband connection. You can surf the internet and make calls on your telephone at the same time. This saves you the cost of an additional telephone line.
Once set up, if your computer is on you can use the connection. Broadband (ADSL) modems do not go through a standard dial-up process, therefore there is no call charges associated with your AlphaDSL broadband connection.
- Is ADSL service available in my area ?
For technical or business reasons not all homes can be connected to the AlphaCall ADSL service. However, Broadband (ADSL) technology continues to be installed into a greater number of telephone exchanges in both metropolitan and regional areas of Australia .
There are two tests which your nominated telephone line must pass before the AlphaCall ADSL service can be enabled.
The 'Level 1' test determines if your local telephone exchange is able to support the ADSL service. This test is carried out before registration. If you would like to check the availability of the service in your area click here. or call 1300 730 703.
The 'Level 2' test determines if the specific telephone line you have nominated is able to support the ADSL broadband service. This test involves further investigation and will be carried out after registration. If your nominated telephone line fails this test, AlphaDSL broadband will not be available to you and you will not be charged. If your nominated telephone line can support the ADSL service, you will be notified following activation.
- How do I track my AlphaADSL order once I have submitted my registration?
After successfully completing your registration you can track the status of your order by calling 1300 730 703 and speaking to one of our customer service representative.
- Can I use my own ADSL Modem to connect to AlphaDSL broadband?
If you already own an ADSL modem/router, you can use it to connect to the AlphaCall ADSL service as long as it is from our approved list of modems. Please call 1300 730 703 to find out if your Broadband (ADSL) modem is compatible.
- What connection speeds are available and how do they compare?
The AlphaDSL broadband service is available in three speed combinations.
•256k Download / 64k Upload
•512k Download / 128k Upload
•1500k Download/256k upload
By comparison, a standard dial-up modem can download at a maximum of 56k and upload at a maximum of 33.6k.
Eg: Downloading an 8 Megabyte file on a 56k dial-up connection will take at least 20 minutes. With a 256k connection the same download will take around 5 minutes. A 512k connection will take as little as 2 minutes and with a 1500k service it will download the file in less than a minute.
The speed of your ADSL connection can also be affected by how far away you are from your telephone exchange. The further away you are the lower maximum access speed you will experience. However, the speed loss is usually very minor.
- Does ADSL cost more than dial-up access?
Dial-up Internet can actually be more costly than you think. You could be paying anywhere between 20 cents to one dollar per day in phone calls (that's between $6 and $30 per month), not to mention the cost of line rental for a second phone line, something that most regular Internet users need when using dialup.
Due to the fact that ADSL doesn’t require you to dial up, there are no call charges. The connection is always on, and you can also use the phone while you are surfing the Net. Therefore, there’s no need to pay the extra rental for an additional phone line.
When put into perspective, the cost of broadband doesn’t sound as expensive as it does initially, and it is justified further by the fact that greater access speeds allow you to do multiple tasks at once.
- Will ADSL affect my phone line?
ADSL uses a far higher frequency to transfer data across your phone line than a typical voice call, which means it offers little interference. This means that you can be using your phone line at the same time that you are connected to ADSL.
All you need to do to adjust the way you currently use your phone line is to plug in an ADSL line filter for every device that uses the line. This stops the phone and other devices such as a fax machine from interfering with your Internet connection. Without the filters, your ADSL modem is likely to incur some noise interference from the phone call, potentially degrading the quality of your service.
- Is my computer adequate for ADSL?
The minimum hardware specifications of your machine must be at least a Pentium 233 Mhz with a minimum of 32 MB RAM and 150 MB of hard-disk space.
ADSL can be used with Windows 98/ME/2000/XP, Linux, FreeBSD & MacOs operating systems.
- What is a static IP?
A static IP means that your address on the Internet never changes. Every time you connect to our service, you will receive the same address.
Static IP address is useful for running servers, remotely administering networks, and allowing security restrictions.
Not having a static IP means you have a dynamic IP address. A Dynamic IP address is one which is given to you each time you connect, from a pool of available IP addresses. Your Internet connection will work exactly the same way, but the activities described above can be more difficult due to a frequently changing address on the Internet.
- What is the difference between a dial-up modem and a broadband (ADSL) modem?
A dial-up modem uses analogue sound waves to communicate with another modem across a telephone line. This type of modem sends and receives information by interpreting and transforming the sound into digital information for your computer. Hence the term MODEM, this stands for Modulator-Demodulator.
A broadband (ADSL) modem, or 'router', sends digital information across the phone line in computer language. This increases the speed of the transfer of data as the modem does not need to convert the signal from analogue to digital and vice-versa. Your broadband (ADSL) modem uses a protocol called Discrete Multi Tone (DMT), which operates at a frequency above that of normal voice, fax, or data transfer.
- Can I use my dialup modem with ADSL?
No. You cannot use a dial-up modem to access ADSL broadband .
- What does a line filter do, and why is it needed?
Line filters prevent interference between your broadband (ADSL) connection and your standard telephone communications. A line filter is required between each device (eg; phone or fax) connected to the broadband enabled telephone line and their corresponding wall socket.
Please Note - If you have more than 3 devices (eg; phones or fax machines) sharing the telephone line being used for AlphaCall broadband; or if you have a "Back to Base" security system, you will require a central splitter which must be professionally installed. The central splitter will negate the need for individual line filters to be installed on each of your telephony devices (eg; phones or fax Machines).
- Are there any telephone line features which will stop me from getting broadband?
There are a number of telephone line features which are not compatible with a broadband (ADSL) service. This includes PABX and Commander Telephone systems, as well as ISDN and Digital telephone lines. In addition, most telephone lines connected to the exchange using a PGS (Pair-gain system) or RIM (Remote Integrated Multiplexer) will not support broadband (ADSL).
Other features such as call waiting are compatible with broadband (ADSL), as are most forms of message bank services. When you sign up for AlphaCall broadband we'll check the type of phone line you're using to ensure its broadband compatible.
- What needs to happen to my telephone line in order for me to receive AlphaCall broadband?
In order for you to receive AlphaDSL broadband, your telephone line needs to be connected to a specific device at your local telephone exchange. This device is in turn connected to the AlphaCall network, and provides you with a much faster internet connection.
This device, known as a DSLAM (Digital Subscriber Line Access Multiplexer), will communicate directly with your ADSL modem over your existing telephone line. If your local telephone exchange has one of these devices installed, and has room for your telephone line, you should be able to connect to the broadband service, subject to quality of your phone line.
Your phone line will need to undergo some simple tests in order to determine if all of these factors are in place and it is possible to provide you with this service.
- Why does my ADSL get disconnected on Windows XP?
Some USB DSL modems may get disconnected after a little while. A possible reason is that in Windows XP there is an option that allows the computer to turn off a USB device to save power. To disable this option:
1) Click start, highlight My Computer, right-click and select Properties. A window will pop up with the System Properties
2) Click on the Hardware tab and press the Device Manager button
3) Expand the Universal Serial Bus controllers
4) Double-click on the USB Root Hub.
5) Select the Power Management tab and untick the box next to "Allow the computer to turn off the device to save power"
If you have more than one USB Root Hub, you should apply the steps to each one of them.
That's it—you won't need to restart the computer!
*Please Note: Other operating systems may also have similar USB power-saving options present in the BIOS which may also need to be disabled.
- If I am already an AlphaCall dial-up internet member, can I keep my email address?
Yes. If you are transferring from an existing AlphaCall Dial-Up Internet account, you can keep your existing username and all of your emails if you move onto AlphaCall’s ADSL product.
- Which plan is best for me?
The main two factors that you need to consider when choosing a plan:
(1) How fast you want your Internet connection to be
(2) How much you are going to use it
Choose a plan based on the speed and the volume of data you think that you will use. Casual users should opt for one of the cheaper plans, while heavy users will favour the more expensive plans.
- Can I change the plan that I am currently on?
Yes, you can request a plan change at any time. All plan changes will take place on the first day of each calendar month.
Please note that all ADSL speed changes will incur a $29.00 speed change fee.
- What if I move house or change my phone number?
As long as your new property can get access to ADSL, you will be able to transfer your existing account. There is a charge of $99.00 to switch, however, as it requires work at your exchange to configure your line to use ADSL again.
If the move takes place within the first 6 months of connection you will also incur a $55 early cancellation fee.
- What if I no longer require AlphaDSL?
Any member who cancels their ADSL service with AlphaCall within their first six (6) months from connection date will incur a $55.00 early cancellation fee.
Twelve-month contract members - Because the 12 month Service Contract is specific to the line that has been provisioned in the case of relocation of an ADSL service to a new line a cancellation fee will also apply, as well as a $99 connection fee on the new line. The following cancellation fees are applicable to contract customers;
a. If the contract is cancelled within the first 6 months a cancellation fee of $105 will apply.
b. If the contract is cancelled after the first 6 months a cancellation fee of $50 will apply.
- When does my monthly download quota reset?
Your download allowance for each month will reset itself on the first day of the month.
This will happen at midnight , in your local time.
Unfortunately, your unused quota is not transferable from month to month.
- How do I know when I am nearing my download limit?
You can log onto the My Account section of the website at any time to see how much of your download limit you have used.
- How long will the ADSL transfer process take?
The transfer process can take anywhere from 3-10 working days from the time that AlphaCall receives the application form. However, during the vast majority of that time you will remain connected to ADSL.
- How long could I be off-line for during the transfer process?
The downtime of your service may range from 20 minutes up to four hours while the transfer is being performed.
- Should I disconnect from my current ISP before I apply to transfer to AlphaCall?
No—absolutely not. If you disconnect from your current ISP and then try to transfer, there is actually no account left to transfer to AlphaCall.
- Can I move from any ISP to AlphaCall?
To be able to transfer under the ADSL transfer process, your current ISP also needs to be a participant in the transfer process, which is administered by Telstra. AlphaCall is a participant, but it will depend on the ISP you are currently connected to. You will need to check with them first before you transfer if you want to take advantage of the lower costs and quicker turnaround.
- Can I still transfer to AlphaCall even if my ISP is not participating in the ADSL transfer process?
Yes. Just as you have always been able to do, you can disconnect from your current ISP and move to us. However, we cannot provide the benefits of the ADSL transfer process, meaning you will be charged full price for a re-connection fee, and there is no guarantee of ADSL port availability.
- Can I change my plan speed at the same time I transfer to AlphaCall?
Yes. The plan speed can also be changed upon transfer to AlphaCall. There is no extra charge for speed change when it occurs in the transfer process.
- What is shaping?
Shaping limits the speed that your modem can connect to our service. It is also an alternative to paying for your excess download usage. When you have used 100% of your monthly download allowance, AlphaCall will limit the speed of your connection to 64Kbps.
In effect, shaping makes your account unlimited by allowing you to download even once you go over your monthly download quota.
- ADSL Glossary?
ADSL – asymmetric digital subscriber line
ATM (Asynchronous Transfer Mode) - an ultra-high-speed, cell-based data transmission protocol which may be run over ADSL
BROADBAND – A transmission medium or channel that has a wider bandwidth than one voice channel (with a carrier wave of a certain modulated frequency). It allows multiple services like voice, data, video, etc. to transmit over the network.
CONTENTION – refers to the number of people who share the same local loop as yourself. This means that the higher the contention rate, the slower the ADSL network will become at peak periods. This is one reason why we regard the Ethernet ADSL variant as being the superior product because of its low contention ratio of 20:1
DHCP - Dynamic Host Configuration Protocol. A process by which a machine assigns a single IP address to a PC on a network. This IP address is taken from a 'pool' of addresses. The PC would be set up to receive its IP address 'dynamically' via its networking settings. This system allows easy administration of a network since individual addresses are not 'tied' to a particular machine. Together with the concept of a 'lease' whereby a time is specified for the duration of that IP address, it becomes possible to administer a network where there are more machines than available IPs in the pool.
DSLAM – Digital Subscriber Loop Access Multiplexer. Located at the Telstra exchanges, these are what your ADSL modem connects to.
ETHERNET – the technology commonly used to network PCs (also referred to as 10BaseT or 100BaseT)
HACKER - A user who breaks into "secure" computers for destructive or attention-getting purposes.
IP - Internet Protocol. All machines on a single network require a unique IP address in order to communicate with one another. An IP address is divided into a network part, which must be the same on any one network, and a host portion, which must differ.
LATENCY – An expression of how much time it takes for a packet of data to get from one designated point to another
LOCAL LOOP – refers to the telephone network between your location and the nearest Telstra exchange.
NAT - Network Address Translation. The name given to the process whereby one IP (Internet Protocol) address is mapped (or translated) to another. This generally occurs when a globally valid IP address is mapped to an IP on a private (internal) network. The benefits of this are several. Firstly it becomes possible to connect many machines to the Internet with only a single Static IP address. It also 'hides' the actual addresses of the internal machines, since to the outside world, all the machines share the same IP address - the network looks like a single machine.
NIC – Network Interface Card (Ethernet card, 10BaseT card) that is installed in your PC in order to connect to a local area network.
PPP (Point-to-Point Protocol) - is a protocol for communication between two computers using a serial (Serial means one event at a time) interface
PPPoE – Point to Point over Ethernet
PPPoA – Point to Point over ATM
PING – Ping is a basic Internet program that lets you verify that a particular IP address exists and can accept requests
PSTN – Public Switched Telephone Network. The telephone network we use for telephony services.
SPLITTER - device that splits the available bandwidth of the copper cable into two or more sections, on for analogue voice transmission, the other for digital data communication.
NIC – Network Interface Card – a PC expansion card that allows a PC to communicate with an Ethernet network via appropriate cabling.
USB – Universal Serial Bus - Universal Serial Bus technology means that your computer will be able to connect to the very high speeds of ADSL without slowing down the data (USB can potentially suppo rt speeds of 12megabits/per second).
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