ADSL2+ FAQ

General

Installation and Setup

Other Questions



What is ADSL2+?

ADSL, also known as Asymmetric Digital Subscriber Line is a broadband service that utilises existing copper telephones lines to send and receive data at speeds that far exceed traditional dial-up modems.

  • Great Speed - It is up to 35 times faster than traditional dial-up internet. This means you surf the web, download email, music, videos and other files very quickly.
  • Always On Internet - ADSL gives you a permanent internet connection, meaning when you need to use the internet it will be immediately available. No more waiting for your model to dial up.
  • Make Calls Anytime - ADSL allows you to use your phone to make calls whilst using the internet. You no longer have to disconnect your modem to make a phone call.

Data is transmitted on a digital frequency, which sets it apart from the analogue signals telephones and fax machines use. Due to the ADSL signal is operating on a different frequency, the telephone can be used normally, even when surfing the Web with ADSL service. You will require a DSL filters on each phone or fax line, to "filter out" remove any noise on the line that might be generated by the ADSL service.

What speeds can I expect with ADSL2+

Highway 1 cannot guarantee that you will receive a certain speed. That is why we specify "Up to". Speed is typically affected by:

  • Distance from the telephone exchange.
  • The number and type of other services on the line.
  • Your phone line quality of the copper pair between the exchange and the your premises .
  • Your hardware (specifically modem).
  • The capacity and current load of the server or website you are accessing.

A majority of customers will sync in excess of 6Mpbs with some reaching up to 15Mbps and a small minority close to 20Mbps.

What is the difference between ADSL and ADSL2+?

There are some technical differences between both technologies. From a customer perspective ADSL provides downloads speed up to 8Mbps. ADSL2+ provides speeds up to 20Mbps.

What equipment do I need?

In order to connect to an ADSL2+ service you will need a ADSL2+ compatible modem/router. These are available to purchase during the signup process. We will preconfigure this device prior to send it to you so you can plug it in and start using the internet straight away.

You may also supply your own equipment.

Can I use my old dial-up modem with ADSL2+?

No, dial-up modems will not work with the ADSL2+ service

If I move to Highway 1 how long will it take to set up?

This depends on what kind of service you have chosen. The typical timeframes are listed below:

  • New Telephone Line Installation - 15 Business Days
  • Port In (From another ISP) - 10 Business Days
  • Churn (From Optus or Optus-based ISP) - 5 Business Days

I have internet with another provider, if I move, how long will I be without the internet?

This depends on what kind of service you have chosen. The average internet outage timeframes are listed below:

  • New Telephone Line Installation - None
  • Port In (From another ISP) - Up to 2 hours
  • Churn (From Optus or Optus-based ISP) - Typically 5 minutes

I have cancelled my account with my current ISP but my Highway 1 service has yet not been activated. Do you provide free dial-up?

Yes, we provide free dial-up accounts to new customers moving to Highway 1 please contact our Service Desk to set up your dial-up username and password.

Do I have to cancel my internet account with my current ISP?

No, they will be automatically notified when your service is moved to Highway 1.

How do I check to see if I can get ADSL2+?

Please complete Step 1. Check Availability of the online signup process. The result will tell you if you can get ADSL2+.

If you have checked with another ISP and found that you can get ADSL2+ but our website indicates that you cannot please contact our Service Desk and we will do a manual service qualification for you.

Where can I find the status of my ADSL2+ application?

At the present time you will need to contact our Service Desk to report on the status of your application. We will be soon making this feature available online.

I have submitted my application and now I am told that I can no longer get ADSL2+, why?

There are several reasons for this. Most typically it is due to technical and capacity reasons. For example:

  • Located on a Rim or Sub-exchange
  • No Ports is available
  • No available pairs
  • No redundant copper from the MDF

Please contact our Service Desk to discuss alternative internet connection options.

Where can I find technical help (modem and router settings)?

Please visit our Broadband Help page for technical support.

I cannot get ADSL2+, what are my other options?

We offer the following alternatives to ADSL2+:

Please contact our Service Desk to discuss alternative internet connection options.

Can I get a DSL (Naked) service without a phone service?

Please see our Naked ADSL2+ FAQ.

Can I get a ADSL2+ without moving my telephone service to Highway 1?

Will be offering a ADSL2+ service (no phone bundle) from July 2008.

Can I use Highway 1 and a different VoIP provider?

Yes, you can use any other VoIP provider. There are no charges for doing this.

How do I configure my phone services?

Please see our Phone Support home page.

How much does it cost to change my plan?

  • To upgrade to a higher level ADSL2+ plan is FREE.
  • To downgrade between ADSL2+ plans costs $19.95.
  • To downgrade to an ADSL1 plan costs $110.00 + Contract Fee Charges (If you are within the 12 month contract period)

How do I upgrade between plans?

Please complete an ADSL2 Plan Change form and fax it to Highway 1.

How long does the plan upgrade take?

An upgrade takes up to 4 hours when submitted during normal office hours.

Please explain shaping?

Shaping and traffic use has its own dedicated FAQ. Please visit our Shaping FAQ for further information.

I am moving house, how do I move my ADSL connection?

Please complete an ADSL2+ Service Relocation Form form and fax it to Highway 1. It may take up to three weeks to get the service moved to we recommend that you submit this form as early as possible.

What cancellation or early termination fees does the ADSL2+ service have?

Please see the Billing FAQ.