OntheNet's Frequently Asked Questions:
Getting Started with OntheNet
Troubleshooting (Common Issues)
Working with OntheNet (Cancelling, Relocating, Change Plan, Mailboxes)
What you should know about OntheNet (General Information)
OntheNet Billing
Getting Started with OntheNet (Connecting with OntheNet):
Q: What is ADSL and how does it differ from cable?
A: ADSL is an Internet Access technology that provides high-speeds over an existing copper cable network.
The ADSL copper network is not shared between a neighbourhood (like Cable) and therefore is not subject to loss of speed caused by excessive data throughput.
Cable Technology has a full potential of up to 100Mbit/s however some ISP's will cap bandwidth to as low as 17-30Mbit/s.
With ADSL Broadband, the current theoretical maximum is 24Mbit with the only limitation being your distance from the Exchange, Quality of the Copper Telephone Line, and Hardware in use.
Typically, Cable Broadband will be priced much higher and usually only include a mediocre quota cap.
Q: I wish to connect with OntheNet, Where should I start?
A:
1. Ensure that you have an active landline connected through a carrier (Telstra) on an ADSL Enabled Exchange.
2. Contact the OntheNet Sales Team OR use our online tool to determine what services are available to you.
3. Complete a Broadband Order Form and return the form to us via email, fax or visit our office.
4. Please Allow up to 24 hrs for acknowledgement of the order. Our Provisioning Staff will contact you via email or telephone to provide an approximate completetion date/time.
5. On completetion of the order, our Provisioning Staff will then contact you again to advise that the service is ready for use and will provide you with necessary details.
6. If you require assistance with configuration of hardware or services - Please contact the OntheNet Support Team.
Q: How can I check if I can get Broadband in my area?
A: OntheNet can perform a Service Qualification Test which will determine whether your line is compatible for ADSL. If you do not have an active line, our Sales Team may provide you with a rough idea on what is available.
Q: How long will it take for my connection to get "connected"?
A: OntheNet cannot control connection timeframes however the quoted timeframe for an ADSL connection to be completed once ordered by OntheNet is 5-7 business days. Note the service cannot be ordered unless the order form is completed correctly, the line for the connection is active at the correct address and the applicable establishment fee (and any hardware ordered) has been paid in full.
Q: What hardware does OntheNet Support?
A: OntheNet supports most ADSL & ADSL2/2+ hardware currently sold in Australia. *N.B: Cable Broadband modems are not compatible or supported.
Q: Does OntheNet support wireless?
A: Next G and 3G wireless are currently not supported or supplied by OntheNet - We will, however, provide limited support for Broadband ADSL Wifi Modems which are limited to the radius of an average family home. *N.B: If wireless range is insufficient, wireless repeaters can be purchased from most local computer suppliers.
Q: Can I use VoIP on my Internet Connection?
A: Yes, OntheNet does allow the use of VoIP Services (eg. Skype or Engin) on a new or existing Broadband Service. OntheNet does not supply VoIP Services and support for these services are limited.
Q: What are downloads?
A: Downloads are the transfer of data from the Internet to your Computer. Downloads can be accumulated from websites you may visit, emails you may retrieve, images, sounds or videos you may view.
Q: What are uploads?
A: Uploads are the transfer of data from your computer to the Internet. An example of this is the transfer of a file from your computer to an FTP server OR the transfer of a file over an Instant Messenger Network.
Troubleshooting (Common Issues):
Q: Some websites are no longer working for me, why?
A: There are many reasons for the above, some of which may include the following:
* If you are a business customer with a static IP, Your IP Address may be blocked.
In some cases, this is also possible on a Dynamic IP however it is less likely to occur.
* There may be a security program installed that restricts your access to some websites.
* The hosting provider for the website might be experiencing some technical difficulties.
You should check if others are experiencing the same issue as it is possible the website
is experiencing some issues.
If you are still unable to access the website - you may contact Technical Support.
Q: My line is very noisy and the Internet simply will not work! What can I do about this?
A: ADSL is a very fragile technology. Any form of noise on the line will cause the Internet to become unstable and in some cases stop working. You will need to contact your telephone carrier and have them service the line to remove the noise. Once this is done, your ADSL service should begin working.
Q: My ADSL connection is quite unstable and keeps dropping out. What can be done about this?
A: Follow the 'Steps for resolving Dropouts/Loss of Sync' in our Broadband Troubleshooting Guide. Please click here.
Q: I have recieved an automated email from your mail server that indicates that my mailbox is over-quota. What does this mean and do I need to do anything?
A: The message is simply indicating that either there are currently emails still on the server taking up space OR someone has sent you an email larger than the total size of your mailbox.
It is recommended that you check your mailbox to see if there is anything new waiting for you. You may also want to check your email client to see if you have enabled the option 'Leave a copy of messages on the server' [Windows] or 'Remove copy from server after retrieving message' [Mac]. The Mac version of this needs to be turned on and set to a minimum time frame however for the Windows option it is recommended to have turned off or set the time frame to approx 2 days.
Emails sent to an OntheNet Domain Mail customer will be bounced back to the sender should there be insufficient space to receive further messages.
Q: My email program keeps popping up asking me to "Enter Network Password". What does this mean?
A: This seems to be a bug within virtually all versions of Outlook Express and Microsoft Outlook. We have found that simply accessing the account properties (Tools -> Accounts / Email Accounts) and re-entering your username and password helps. Sometimes though, it might be necessary to remove and re-create the account.
It is recommended that you check to ensure that you are using the correct password. You may check the Service Details Sheet provided by OntheNet which was sent to you at the commencement of your service or alternatively you may contact support.
Working with OntheNet (Cancelling, Relocating, Change Plan, Mailboxes):
Q: How do I relocate my service to a new address or phone number
A: OntheNet will need to order a connection for the new number/address therefore you will need to complete the appropriate order form to ‘Relocate’ the service. Please contact the Sales Team to check availability and confirm which order form you require which can be accessed via http://www.onthenet.com.au/orderforms.asp.
The connection can take 7-10 business days to complete once ordered by OntheNet. The service cannot be ordered unless the order form is completed, the line for the connection is active at the correct address and the applicable Establishment fee (and any hardware ordered) has been paid in full.
NOTE: OntheNet cannot cancel the original service without a written request from an authorised representative.
Q: When I transfer (relocate) to another address, do I need to cancel existing service?
A: Yes, due to the geographical and technical limitations behind a relocation (eg: same street but different copper cable going to different telephone exchange), it is a requirement that the existing service is cancelled.
Q: What do I do if the number my ADSL Broadband service is on changes?
A: If you are having a change of number please contact our Provisioning Team prior to the change occurring. It is likely that your DSL service will be interrupted and OntheNet will have to apply to have the DSL service reactivated on the new number which can sometimes take up to five business days, possibly more. Unfortunately it is not possible for OntheNet to prevent any interruption from occurring when the change is made by the phone provider.
NOTE: If the new number is a different physical line to the original number for your DSL service you will need to relocate the DSL service via an order form (see FAQ How do I relocate my service to a new address or phone number?).
Q: How do I change plans?
A: To change plans, OntheNet require a 'Change of Plan' form to be completed, signed and emailed to Sales@onthenet.com.au. It is recommended that you check with our Sales Team to ensure that the plan you wish to change to is available to you.
Dial-Up Services: You may visit http://www.onthenet.com.au/orderforms.asp to download a Dial-up order form OR contact our Sales Team.
ADSL Services: You will need to complete the appropriate plan change form found at http://www.onthenet.com.au/orderforms.asp under ‘Change of Broadband Plan Forms’ and send it to OntheNet. If you unsure of which form to use please contact our Sales Team.
Q: If I would like to change plans when would be the best possible time of the month for me?
A: Your anniversary date would be the best time to arrange for a change of plan, otherwise you forfeit the remainder of the current months access fee.
Q: When will I become unshaped?
A: Shaping will be removed at the start of your new month (refer to your allocated anniversary date) OR when your plan is changed.
Q: Can I upgrade my plan if I am becoming shaped regularly?
A: Yes, please contact our sales department on (07) 55 539222 or email sales@onthenet.com.au
Q: How do I cancel my service with OntheNet?
A: OntheNet cannot cancel any services without a written request from an authorised representative for the Account. Cancellation requests must include the following information and can be sent to OntheNet via mail, fax or email to accounts@onthenet.com.au.
NOTE: a notice period applies for cancellation of most services as per the Terms and Conditions of the service.
Dial-Up/ISDN Services: Username and required cancellation date.
ADSL Services: Username, Service Number, Service Address and required cancellation date.
SHDSL/Ethernet/Megalink Services: Username, Service Address and required cancellation date.
Co-Location/VStrata Services: Username, Plan Code and required cancellation date.
If the service is under contract an early termination fee will apply as per the Terms and Conditions of the service. If you would like to confirm whether the service is under contract and what the termination fee is please contact our Accounts Team.
Q: I've recently transferred/cancelled my OntheNet Service - How can I get my emails forwarded to my new ISP?
A: Easy! Simply complete our 'Application for Additional Mailboxes and Email Forwarding' Form and you can have your emails annually forwarded to your new email address.
Q: How many mailboxes am I allowed and How can I get a mailbox?
A: Each new ADSL account allocates you 1 Primary mailbox and 4 Additional mailboxes. If you require additional mailboxes please submit additional email request by clicking here, alternatively email your request to support@onthenet.com.au.
Q: What if i require more than 5 mailboxes?
A: To obtain an additional 10 mailboxes simply complete our 'Application for Additional Mailboxes and Email Forwarding' Form.
Q: What can I do to get additional webspace/domains?
A: Additional Domains and Web Package Services are listed on our 'Domain and Hosting Additions/Modifications Form'.
Q: How do I purchase a new ADSL modem?
A: There are a couple of ways you can purchase a modem from OntheNet. All hardware requires full payment to be received prior to supply.
If you know which modem you need simply complete our Hardware Order Form and send it to Sales@onthenet.com.au.
If you require additional information about our modems you may email Sales@onthenet.com.au
You can also come to our Offices and purchase the hardware listed on the hardware order form over the counter.
What you should know about OntheNet (General Information):
Q: How do I check my usage?
A: Broadband usage stats are available on our website at http://dslstats.onthenet.com.au
Option 1: From the OntheNet website (www.onthenet.com.au) move your pointer up the top to ‘my account’ and select the broadband stats option, you will then be asked for your username and password.
Option 2: From your internet browser type http://dslstats.onthenet.com.au/ select ‘go’ or hit the enter key. Enter your username and password in the box as requested.
Your Stats Username and Password are located on the User Sheet you would have received when your service was completed. Please contact provisioning@onthenet.com.au if you require your User Sheet to be re-sent.
Q: What are Peak and Off-peak times?
A: Peak periods are between 7am - 7pm Monday – Friday (Qld time)
Off-peak Periods are between 7pm - 7am Monday - Friday and all Weekend (Qld time)
Q: What does it mean if I am 'Shaped'?
A: Shaping is a process implemented with all Personal ADSL plans. Shaping slows the connection down to 64k/64k speeds if a customer exceeds their allocated download allowance within one month from their billing anniversary date. This is suitable for customers who want a fixed price, variable speed service.
Note:
Customers will only be shaped for the period in which their quota is exceeded. Ie. If you exceed your download quota during Peak only, you will not be shaped during Off-Peak and vice versa. If you exceed during both Peak and Off-peak, you will be shaped for both periods.
Q: Does OntheNet count uploads towards the monthly quota?
A: No, OntheNet does not count uploads towards the monthly quota. We do however keep statistical values of your usage for informational and technical support purposes.
Q: Can I manage my Bussiness Domain Email Accounts?
A: OntheNet provide a control panel that allows you to administer the emails on your domain. This can be found at http://www.yourdomainname.com.au/acctadmin.
Q: Does OntheNet provide CPanel Administration for domains?
A: At present we do not provide CPanel for domain administrative purposes, however, if you require any modifications to your domain please email dna@onthenet.com.au.
Q: How can I make formal customer feedback?
A: Feedback is always welcomed and can be given over the telephone, faxed, or emailed to feedback@onthenet.com.au. To view our contact details click here.
OntheNet Billing:
Q: What is my billing anniversary date?
A: Your billing anniversary date is the date on your invoice for the commencement of the billing period. For instance if your November invoice is for the period 21/11/2010 - 20/12/2010 your billing anniversary date is the 21st of each month.
Q: What is my billing date?
A: Your billing date is 5th of each month for Business customers, and 12th of each month for Personal plan customers. For other services please contact the accounts department. The billing date is the date your invoice is generated (it is different to your 'billing anniversay date').
Q: How do I change my credit card details on my account?
A: In order to change the Credit Card details we have on file, please print and complete a 'Credit Card Authorisation Form', and return to us by scanning and emailing, faxing or posting by mail. Click here.
Q: Why has my account been disabled?
A: In most cases, an account will only be disabled if a payment was unable to be taken from the Credit Card on file due to an incorrect expiry date or insufficient funds and a response to our notifications has not been received within 7 days, or in the case of Business customers, if payment is outside our trading terms and a response to our notifications has not been received.
Q: When will I start getting charged for the service?
A: The first charge for Personal Plans will be processed on the 12th of the month following the completion of your DSL service, or for Business plans will be processed on the 5th of the month. Invoices for Personal DSL are generated on the 12th monthly (or the next working day) and the charges are processed on this day. This is not the same as your billing anniversary date, which is based on the start date of your service. Invoices for Business DSL are generated on the 5th monthly (or next working day) and are payable within 21 days.
Q: Why isn't my plan automatically changed with new offers?
A: There are different Terms and Conditions when changing some plans and we don't automatically assume to know what the customer requires.
Q: Why can't I change my credit card details over the phone?
A: It is a legal requirement that we hold a signature on file authorising the use of a new credit card.
Q: How do I find my invoice number?
A: Your invoice number can be found on top right hand side of the invoice
Q: How do I find my account number?
A: Your account number can be found on top right hand side of invoice underneath invoice number.
Q: How do I pay my bill?
A: Your billing options are on the bottom of your invoice. If there are banking details on your invoice, please email a remittance to accounts@onthenet.com.au after payment has been made quoting your invoice number as reference.
Q: What is my billing period?
A: Your billing period is listed in the middle of the invoice under 'Item'
Q: How do I update my billing details?
A: If you wish to update your postal address, email address or phone and fax details, email accounts@onthenet.com.au quoting your account number and new details. Emails must only be sent from an Authorised Representative for the account.
Q: How do I update authorised contacts?
A: Please call accounts department regarding this on 0755539222.
