DSL FAQ

ADSL Basics

• What is ADSL?

  ADSL (Asymmetric Digital Subscriber Line) is a technology for transmitting digital information at high bandwidths on existing phone lines. Unlike a 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 (downloads) and only a small part to receive information from the user (uploads). ADSL simultaneously accommodates analog (voice) and ADSL information on the same line. ADSL is generally offered at downstream data rates from 256 Kbps to about 8 Mbps.
  
  With a dialup service, you are making a local call every time you connect to the internet. However, ADSL is an always-on service, with no need to dialup, saving money on dialup calls.

• What is AdamDirect ADSL2+?

  Adam Internet offers AdamDirect ADSL2+, a broadband service that is capable of reaching speeds of 24000k/1000k instead of the 8000k/384k maximum of standard ADSL. It runs off of Adam Internet's own equipment in many AdamDirect enabled exchanges across Adelaide.

• What is Naked DSL?

  Naked DSL is an ADSL2+ service that does not require a traditional phone service. If connected to Naked DSL, you will not have a dial tone on your phone line, this means you no longer have to pay a monthly phone rental fee to get broadband. All Naked DSL plans include AdamTalk (Adam Internet's VoIP service) free of charge, allowing you to make cheap phone calls over your Naked DSL service.

• What speeds will I get on Naked DSL/AdamDirect ADSL2+?

  24000k/1000k is the maximum possible speed of a Naked DSL/AdamDirect service, generally only a small percentage of customers will obtain download speeds above 20000k. As the distance from the exchange increases, the speed will decrease accordingly. This decrease is affected by the quality of your phone line, including the internal wiring of your house. It is impossible for Adam Internet to determine the attainable speed prior to your service being active. As a general rule, we will only connect your service if your line will support 1500k or better. Based on a sample of existing AdamDirect customers, the average connection speed obtained is between 6000k/1000k and 8000k/1000k.

• Will I need a fixed land line to use Adam ADSL?

  Yes. Please note that any service that require a dial tone will not work in conjunction with Naked DSL. Examples of affected services:

• Will Naked DSL affect other services that use my phone line?

  Yes. Please note that any service that require a dial tone will not work in conjunction with Naked DSL. Examples of affected services:

  • Monitored alarm systems
  • Digital Pay TV Pay-per-view (Foxtel Box-Office)
  • EFTPOS machines
  • Vending machines
  • Back to base VPN dialers
  • Dial security cams (home monitoring)

• If I move house or change my phone number, will that affect my connection?

  You will have to complete a relocation form with your new details so we can transfer your connection to your new residence. Moving your ADSL connection incurs a relocation fee. We recommend you contact our help desk on (08) 8423 4000 to test your new number for ADSL eligibility and to confirm the fees for your relocation. Once you are ready to submit a relocation, you can do so from our Members Services Area, under ‘Connection Manager’.

• If I change my voice provider or the name on my telephone account, does this change my service?

  If you make any alterations to your home telephone service, it may also disconnect your ADSL service. If you are going to change any details on your account, you can notify Adam Internet via the Members Services Area, under ‘Connection Manager’. If you find that your service does go down after making a change to your telephone account, please contact Adam Internet on (08) 8423 4000.

• Why isn't my exchange on the AdamDirect exchange page?

  Adam Internet is working across Adelaide to enable telephone exchanges for ADSL2+. Check the AdamDirect Exchanges list regularly to see if yours is being upgraded. In the mean time, you may wish to consider an Adam Home plan and migrate to ADSL2+ once it is available.

Connecting to ADSL

• Is ADSL available to me?

  ADSL is available to most areas in Adelaide. However, there are several reasons why ADSL may not be available to you. Some examples are;

  • ADSL is not available at your telephone exchange (Some exchanges around Australia do not yet support ADSL)
  • Incompatible Infrastructure (such as pair gain and RIM services)
  • Adam Home ADSL and AdamDirect ADSL2+ are only available on a Standard Telephone Service; Pre-Paid and ISDN Lines are not supported. Naked DSL does not require an active Standard Telephone Service.

• What do I have to do to get on Adam DSL?

  You can either sign up online by [Clicking Here] or over the phone by calling (08) 8423 4030. After applying, we will need to run some tests to find out if your residence can support DSL, if you qualify, we will provision your service and tell you when it's connected!

• I have ADSL already. Can I switch to Adam Internet?

  If you have ADSL with a rapid transfer supported provider, you can transfer with minimal downtime. If your ISP does not support this, you will have to disconnect and apply with Adam Internet.

• How long does it take to connect to Adam Internet?

  The standard installation time for AdamDirect and Adam Home is up to 10 business days and for Naked DSL it is up to 20 business days.

• I am a current Adam Internet ADSL customer, can I get Naked DSL?

  Yes. Existing Adam Internet customers can upgrade through the relocation manager in your Members Services Area by [Clicking Here]. Please note that at present there is an expected 10-20 working day transfer process for Naked DSL, meaning you will be without your broadband connection for that period. You can use your backup dialup account during this process.

• I've just received the date for my Naked DSL appointment. Will the transfer definitely occur at this time?

  A technician needs to go out to the exchange to switch your line over to Naked DSL. In most cases they will meet the set appointment time. Sometimes they may not be able to make the appointment and they will let us know of a new date, which we will in turn will let you know about. It is important that someone is at the premises on the date of the Naked DSL installation appointment. If no one is home when the installation is scheduled to happen, a charge of $109 will apply and the appointment will need to be rescheduled.

ADSL Data Blocks

• Will I get unshaped when I purchase a Data Block?

  Yes! You should be unshaped automatically after you purchase a Data Block, but if you find you are still shaped, you should turn the power to your modem/router off and then back on to get unshaped. Please note that if you have used your service while shaped, you will need to purchase a large enough Data Block to cover any additional data you have used before you will become unshaped.

• If I have leftover data, will that roll over to the new billing month?

  Any Data Blocks purchased will expire at the end of your current billing cycle and can not be carried forward to your next month. If you find you are purchasing Data Blocks on a regular basis, you may want to consider an upgrade to an ADSL plan with a higher data allowance.

• How do I purchase a Data Block?

  To purchase ADSL Data Blocks, [Click Here] to log in to the Members Services Area now.

• Which data allocation will a Data Block be added to?

  Data Block purchases will add data to your Peak, Off-Peak and Upload quotas! For example, if you purchase a 2 GB Data Block, you will get an additional 2 GB added to your Peak, Off-Peak and Upload data allocations.

Billing and Account Management

• What happens if I go over my quota?

  After reaching your allocated quota on an ADSL service, your service will be shaped to 128kbps. Your service will remain shaped until your next billing month at which time you will return to full speed. Please note that when you are shaped, it will be across all data allocations and times.

• I haven't reached my quota in downloads, why am I shaped?

  With each Adam Internet ADSL account, you will have several different quotas. You will have a data allocation on each of those quotas that is equal to the data allocation of your chosen plan type. If you reach the data allocation for any of your quotas, your account will be shaped across the board. Data allocations will usually include; Peak, Off-Peak and Uploads.

• How do I find out how much data I have used?

  You can find out how much data you have used in the Members Services Area linked on the front page of the Adam Internet website. You can use your main Adam Internet username and password to log in and then click on the 'Usage Graphs' link.

• How do I change ADSL plans?

  You can do this by logging in to your Members Services Area, and selecting the Change your ADSL Plan link on the sidebar. This will then ask you to confirm your username and password, and present the options available to you for changing your plan.

Equipment

• How do I connect my ADSL filter?

  If you have purchased an ADSL modem from Adam Internet, one ADSL line filter will be included in the box. This line filter fits between a phone device and the wall socket to which it is plugged into. To install the filter, simply disconnect the device, plug the short cable which is connected to the filter into the phone socket and connect the phone device to the other side of the filter.
  You will need a filter on every phone device on the same line as your ADSL connection, except for the modem. If you have more than three telephone devices that require filtering, or a monitored security system, you will need an alternate piece of equipment called a 'central splitter'. This will filter all telephone devices in the house and needs to be installed by an approved technician.
  If you have had ADSL in the past and upgraded to AdamDirect ADSL2+, you can use the same filters.

• Can I use my ADSL1 modem with Naked DSL/AdamDirect ADSL2+?

  You can use any approved ADSL modem to connect with ADSL2+, however you will only be able to obtain speeds of up to 8000k/1000k if the modem is not ADSL2+ compatible. To reach the potential of your connection you may need to purchase an ADSL2+ compatible modem.

• I have brought my own modem to use with Adam Internet. What are the settings I will need?

  When your account is completed you should have received a message with the settings you will need. The most important ones you need to connect with Adam Internet are:
  
  Encapsulation: PPPoE LLC
  Your Username: In the format of username@adam.com.au
  Your Password: ********
  VPI: 8
  VCI: 35

• What is the difference between a modem and a router?

  A modem will send and receive the signals required for an Internet connection, whereas a router will help forward the Internet traffic. It is recommended that for a standard ADSL connection you purchase a modem/router. With this you will not need to establish connections manually and it may include a built in firewall to help with Internet security. Adam Internet can supply you with the latest ADSL2+ modem/routers, whether you are a new or existing customer.

Faults and Troubleshooting

• My Internet connection isn't working. What do I do?

  Check for an ADSL or sync light on your modem. If this light is not on, powercycle the modem (unplug from the power for 10 seconds then reconnect it). If the ADSL light is continually flashing, or if it doesn't come on at all, give our helpdesk a call on (08) 8423 4000.

• The ADSL light is solid, but there is no PPP light. What do I do?

  Have you changed your password recently? If so, you will also need to update it in your modem. If you haven't, it may be worth checking to make sure those details are correct. Your username should be in the format of username@adam.com.au. If you have ensured your details are correct, and the PPP light is still not coming on, give our helpdesk a call on (08) 8423 4000.

• The ADSL and PPP lights are lit on my modem, why can't I get webpages?

  Check that all cables are connected properly between your computer and your modem. Powercycle the modem (unplug from the power for 10 seconds), and ensure that any security software is not blocking your browsing (does the page display when you disable your firewall?). If this does not solve your issue, give our helpdesk a call on (08) 8423 4000.

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