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Q: I have an existing ADSL1 service; will I experience any downtime in upgrading my service to ADSL2+?

A: Yes. Customers upgrading from ADSL1 to 2+ may experience a 24 to 48 hour outage when a physical port swap is required and this is outside of WebSecure's control. Information that an upgrade will require a physical port swap is not available at the time of SQ but only once an order has been submitted.

Q: The downtime experienced when upgrading from ADSL to ADSL2+ is not acceptable; what can I do?

A: During the downtime the customer has access to the dialup redundancy service which will maintain the same static IP addressing as the DSL service. If they cannot do without their DSL connectivity over the outage period then they would need to have the 2+ service installed as a complete new service on a separate PSTN.

Q: My ADSL2+ has stopped working?

A: The first thing to do is a power cycle of your ADSL router ( Turn it off for 1 minute, then on again).  The router may take several minutes to connect to the internet.  If you are still unable to access the internet, please contact the helpdesk.

Q: I need help setting up my Broadband ADSL2+.

A: Setting up an ADSL router can be quite complex to set up for beginners.  Before contacting the helpdesk, it is strongly recommended you consult your routers manual. Most routers come with step-by-step instructions or “configuration wizards” for ease of setup.  If you get stuck or have any questions please contact the helpdesk.

Q: My Broadband ADSL2+ is dropping out?

A: Dropout issues can be caused by many factors, including the way your telephone is configured.  Other things to check for include monitored home alarms, Foxtel control boxes, fax machines, external ringers wired to the telephone line, EFTPOS and answering machines.  Before contacting the helpdesk to troubleshoot, make sure you have line filters on all telephone devices (bar the ADSL router).  If this does not stop the dropouts, then you will need to perform an isolation test.  You perform this by unplugging everything that goes in, or connects to your phone line bar the ADSL router.  If the dropouts decrease, then you may have a device that needs better filtering, or need a central splitter installed. 

Q: My telephone has been disconnected, and now the Broadband ADSL2+ won’t work?

A: When your telephone was disconnected, your telephony service provider also removes the ADSL codes from your telephone line, disabling the service. If this has occurred, contact the helpdesk as soon as possible to assist with the restoration of your broadband ADSL2+.  The telephony service must be active before we can attempt to reconnect your broadband ADSL2+ service. 

Q: What if I believe my Broadband ADSL2+ is not going as fast as it should?

A: If you are having speed issues with your broadband ADSL2+, go to http://speedtest.eftel.com/index.php click on the state that you are in. It is strongly recommended you scan your computer for (viruses, adware and spyware) as they can also cause speed issues.  These results can be emailed to support@websecure.net.au for assessment and assistance if required.  The minimum speed of an ADSL2+ service is 1500/256 kbps.  Web Secure does not guarantee that customers who select ADSL2+ plans will be able to obtain the maximum theoretical speed of 24000/1056 kbps.

Q: What does it mean when my plan is ‘shaped’?

A: When the amount of data you have downloaded reaches the shaping point of your plan, your connection will be slowed down to 64/64 Kbps for the remainder of your billing period.  Next billing period your connection will return to your usual speed.  If you would like to increase your data allowance or upgrade your connection, contact our sales team on 1300 725 913.

Q: What factors can affect the actual speed of my broadband ADSL2+ service?

A:

(a) The length of the copper wire between your premises and the exchange.

(b) The number and type of other services being used over copper pairs in the same cable by other customers.

(c) The configuration and line quality of the copper wire pair between your premises and the exchange.

(d) Electrical interference from other sources, such as electrical coils.

(e) The telephone/copper wiring within your premises.  We encourage the usage of a central splitter for optimum performance.

(f) The software application and configuration of your computer (in particular how it uses the uplink back to the exchange).

(g) The capacity of, or load on, and access data rate of the destination host computer which you are accessing.

(h) Your hardware or modem. Where available, speeds of more than 12Mbps can only be achieved if you are using a compatible ADSL2+ modem*.

*Please note not all ADSL modems/routers are capable of ADSL2+ speeds.  If you have an older modem it may not be compatible with ADSL2+.  Please check your manual to make sure.  If you need a new modem please contact us on 1300 725 913.   

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