nbn™ ready ADSL2+!

How do I get connected to ADSL2+ broadband?

Check your address to find out if ADSL2+ broadband is available at your address. If ADSL2+ is available at your address, you can order your service straight away.

We will keep you informed on the progress of your order, to ensure that your service gets connected as soon as possible.

I already have broadband with another provider. Can I switch to AlphaCall?

We are glad you looking to make a switch to us. This shouldn’t be a problem, just check your address to find out which broadband plans we can offer you.

Please check with your existing provider if there are any applicable fees you may have to pay them for disconnecting so you don’t end up with an unexpected bill.

Will there be any service downtime when I switch to AlphaCall?

You will be able to use your current service until the day your AlphaCall connection is activated. Whilst the service is being cutover, you may notice there might be a downtime of up to 4 hours before your AlphaCall connection is activated.

If your current ADSL service is connected to existing Optus, Telstra or AAPT infrastructure (either directly or via another reseller) then you might remain connected as we move you to your new service on the scheduled appointment day.

What happens after I submit my application?

• Once you have submitted the application, we’ll process your order and perform a service qualification test on your phone line to check your eligibility for AlphaCall's services. Also, we'll check if a technician visit is needed to complete your broadband connection..
• Once your order is processed we’ll contact you by phone, SMS or email to confirm your scheduled connection date and if required, your technician appointment.

Why can I only get ADSL2+ not nbn™?

At the moment, AlphaCall nbn™ service is only available if the nbn™ fibre network has rolled out to your area. You can still get AlphaCall ADSL2+ broadband which will give you the benefits of month-by-month broadband until your area becomes nbn™-ready.

Can I sign for a service before I move in to a new place?

You can sign up for a AlphaCall ADSL2+ service even if you are not already living at your new address. We’ll ask you for your future move in date so we can organize the connection quickly after you’ve moved in to the new premises.

Is there a way to speed up the activation process?

We are dependent on our wholesale provider to connect your service; therefore we are subjected to their connection timeframes. We will do our best to process your application as quickly as possible.

Once I sign-up for AlphaCall, do I cancel with my current provider right away?

You shouldn’t cancel your current service whilst in the middle of switching providers as it may disrupt your connection process.

Once your connection has been switched to AlphaCall, your previous service provider will be notified of the cutover so that they can cancel accordingly. However, we suggest that you contact your previous service provider once your new connection is up and running so that they can confirm that cancellation has taken place.

What do I have to pay when I sign up to AlphaCall?

Once your service is activated, we will automatically debit the first month's subscription fee and Broadband activation charge (if applicable).

In addition to your monthly service fee, you might be charged for your modem. If you choose the month by month broadband plan, or 12 month contract, you'll need to pay for your modem when you sign up. Alternatively if you chose a broadband plan with the 18 month contract, there is no cost for the modem.

Can I apply if another company provides my phone line?

Yes, you can still get an ADSL2+ service subject to service qualifications. If you bring your home phone line rental to AlphaCall, you will get great call rates.

What speeds will I get on an ADSL2+ service?

ADSL2+ can theoretically provide download speeds up to a maximum of 20Mbps to eligible customers in selected areas and up to 8Mbps in many other areas but average speeds achieved will likely be lower.

Actual speeds that you achieve on an ADSL2+ service you will receive will vary due to a number of factors such as your distance from an exchange, the network connecting the exchange, your equipment and software and internet traffic.

Download speeds on devices connected via a Wi-Fi modem or network extender may be slower than on devices connected by Ethernet cable.

Will additional work need to be done after the installation to get my service working?

If you were not asked to be home for the installation then in the majority of cases your service will work right away.

For customers who live in a multi user dwelling who were asked to be home for the installation, it is likely that once the service is installed that another technician will be required to jumper your service. AlphaCall is responsible to deliver the service to the first side of the MDF (the 'A' side). Any wiring that is missing to connect to the other side of the MDF (the 'B' side) and into the building is the customer's responsibility and requires a technician. We can arrange for a field services technician to do this for you for an additional charge.