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Billing

Additional Charges

What happens if I do not use all the additional data I purchased during the month?: If you do not use all of the additional data you purchased during the billing month, the data will be removed from your account at the end of your billing month.
If I download more than my monthly allowance, will I have to pay excess usage charges?: No. If you download more than your monthly allowance, your connection speed will be slowed to a 64kbps download and upload connection. You can continue to use the service at this speed until your next monthly billing cycle beigns. Your connection will be reset to your original plan speed in the new billing period.
Can I buy additional data at any time during the month?: Yes you can buy upwards of 1 GB of data at any time during the month. Pricing for additional data is :1 GB - $15, 2GB - $30 and 10GB - $60, you can purchase multiple blocks per month. Log in to Manage My Account to buy additional data.

Changing plans

I’ve just upgraded my speed to a higher plan, why is my internet connection still at dial-up speeds.: If you have consumed your monthly download allowance before the end of the month, upgrading your speed will not change the connection of the service. To restore the speed of your service, you will need to upgrade your download allowance or buy additional data.
Can I upgrade my pricing plan to a higher speed or to a higher download allowance?: Yes you can upgrade both your speed and download allowance as many times as you need during the month. The upgrade will take effect immediately. Please log in to Manage My Account to upgrade your plan.
Can I downgrade my pricing plan to a lower speed or to a lower download allowance?: Yes, you can downgrade both your speed and download allowance at any time during the month. The downgrade will take effect immediately. However, you are restricted from downgrading your speed and download allowance to once every 30 days.

General

What information will my AUSTAR invoice display?: Your AUSTAR invoice will indicate the type of speed connection you have and the download allowance. The monthly charges as well as other charges (modem purchase) will be itemised.
Is there a contract period and what are the penalties for stopping the service before the contract term is completed?: There are no contracts with AUSTAR broadband. When you join AUSTAR broadband you must commit to the service for a minimum of 30 days.
I don’t subscribe to any other AUSTAR products. How will I be billed?: Your AUSTAR broadband will be billed to either your nominated credit card or direct debit account.
I am going on holidays for a month can I suspend my AUSTAR broadband subscription?: Unfortunately we cannot temporarily suspend AUSTAR broadband accounts. You will have to cancel your AUSTAR broadband service and renew the service when you return from holidays. If your service is closed for that period, you will not be able to receive emails from your family and friends.
I am an AUSTAR TV customer, will my AUSTAR broadband be on the same bill?: Yes, your AUSTAR broadband invoice information will appear as an item on your existing AUSTAR bill.

Payment

What are my payment options for AUSTAR broadband?: If you are already an AUSTAR TV or Mobile customer, you have access to all the payment options currently available. These include credit card, BPAY, and bank account direct debit. If you do not subscribe to any other AUSTAR products except broadband, you will still have all of the payment options listed above, but you will need to use a credit card if you are purchasing a modem from AUSTAR.
I am an AUSTARnet dial-up subscriber, can I pay in the same way?: Yes you can pay for your AUSTAR broadband service in the same way that you currently pay for your AUSTARnet account.
Can I purchase the AUSTAR broadband modem and have it billed to my AUSTAR account?: If you are a pre-existing AUSTAR customer with a good billing history, you may have your AUSTAR broadband modem billed to your existing AUSTAR account. If you are a new AUSTAR customer you will have to purchase your modem from AUSTAR using a credit card.
Can I have an invoice emailed to me?: If you are an existing AUSTAR customer with other bundled products you may have a copy of your monthly invoice emailed to your nominated email account. If you are a stand-alone AUSTAR broadband customer you can have a copy of your statement emailed to you after funds have been debited.

General

Child accounts

How many child accounts am I entitled to?: Every Internet service is entitled to 4 child accounts.

Manage usage

How much usage can I consume each month?: Only the downloaded data is counted towards your monthly usage. Upload data is not counted. Your download usage allowance for the month varies depending on the plan you have signed up to. If you use more than your download allowance, you will not be charged extra but the connection speed will be slowed to 64/64kbps.
How do I check the download usage I have used during the month?: You can check your download usage for the current month and also previous months on the AUSTAR broadband website under ‘My Account’.

Money back guarantee

What should I do if I have not returned my modem during the 14 day money back guarantee period?: This grace period is to ensure AUSTAR broadband service works in your area. Unfortunately, if you do not return the modem and speak to our staff to cancel your service within the 14 day money back guarantee period, we are unable to process a refund.
If I purchased my modem from a retail store, can I obtain the 14 day money back guarantee refund from AUSTAR?: You will need to return to the retail store for a refund on your modem. If you have also joined AUSTAR broadband, you will also need to call AUSTAR on 132 532 to cancel your AUSTAR broadband subscription. We will refund the monthly Internet plan access fee if you call to cancel within the 14 day money back guarantee period.
If I have purchased my modem from AUSTAR, what steps do I need to take to return my modem?: To return your modem to AUSTAR, you will need to call AUSTAR on 132 532. We will issue a refund for your Internet plan access fee. We will also arrange a suitable time to pick up your modem. When we have your modem, we will asses your modem to determine if it meets the conditions of the 14 day money back guarantee. If the conditions of the money back guarantee are met, we will issue a refund immediately.

Technical

Connection

Will AUSTAR broadband work inside any building such as a block of flats, or office building?: AUSTAR broadband will work inside most buildings. However if the building contains a lot of steel or thick cement walls you may experience difficulty receiving and sending a signal. In this case, we recommend you place the modem near a window. This will give you a better signal and assist you to obtain a better service.
Why has my connection speed slowed down to 64/64kbps?: Your connection speed will be slowed to 64/64kbps when your monthly download allowance has been reached. Your broadband connection speed will resume from the next billing date.
What if the modem doesn't connect?: First, check that the connection cable is in place and that the power button has been pressed and the power light is on. Ensure that the aerial at the front of the modem has been rotated upwards to reveal the LCD panel. If the LCD panel is blank there is no power and you will need to connect a power cord or charged battery. The LCD signal and quality indicators should display at least 1 bar of signal for each . If this is not the case you should rotate the modems position, wait 60 seconds and observe the signal strength and quality indicators to see if there is any change. You may wish to place the modem near a window for optimum reception.
My connection speed has been slowed, how do I get back to full broadband speeds before my next billing date?: You can either purchase additional data blocks or change your plan with higher download allowance and regain the speeds for your subscribed plan.
How will I know if the modem is working?: When you turn the modem on the bottom light will light up to a solid green. This may take up to 60 seconds. After this you should be able to connect to the AUSTAR broadband website.
How easy is it to setup the AUSTAR broadband modem? What steps do I follow?: Setting up the AUSTAR broadband modem is very simple. The ethernet modem is “Plug and Play”. Once your ethernet modem is connected to your computer, the AUSTAR broadband website will be displayed on your browser. Follow the instructions on the AUSTAR broadband website. If you purchased your modem from a retailer, you will need to sign up to AUSTAR broadband. If you’ve signed up and you’ve just received the modem from AUSTAR, you will only need to activate your modem and service.
How does the modem physically attach to my computer?: The modem connects to your desktop computer or laptop via an ethernet cable.
How do I address signal strength problems?: The bars on the front of the modem provide information on signal strength. We recommend that for optimum strength of signal you place the modem near a window if possible and ensure that there are no obvious impediments to the signal such as large buildings. If you move the modem to check signal strength you must wait 30-60 seconds after each rotation and check the indicator lights.
How can I improve the speed and strength of my connection?: You can improve the reliability of your service by improving the strength of the signal received by your modem. The signal strength and quality indicator bars, which is on the front of your modem. To improve your signal you should place the modem parallel to a window or somewhere up high away from obstructions. You may also be able to improve your signal by rotating the modem to face a different direction.
Can I take my AUSTAR broadband wireless modem to a friends house or my office and connect to AUSTAR broadband?: Yes, you can move your modem to any location within the AUSTAR broadband network and obtain a connection. For the latest coverage please refer to the AUSTAR broadband website.
Can I put the AUSTAR broadband modem in my car and drive around with it?: The AUSTAR broadband service is portable, not mobile. This means that a connection may not remain when you move between different towers within the network, or when you are travelling at very fast speeds. We recommend that the AUSTAR broadband modem is best used by taking it to your chosen destination within our coverage area and turning the power on to obtain a connection.

Email

How do I set up an additional email address?: Go to My Account to create another email address. Once you have created another email address, there are instructions from My Account to help you configure your mail program to send and receive emails from your AUSTAR broadband email address.
How can I block incoming spam on my AUSTAR broadband mail account?: Login to My Mail using your AUSTAR broadband username and password. To enable your Junk Mail filter, please follow the instructions below. From the Options pages click Junk Mail Control. Result: The Junk Mail Control page White List view displays. Click the Junk Mail Filter link. Result: The Junk Mail Control page Junk Mail Filter view displays. In the Select a Filter Condition turn the filter on by selecting one of the following: Normal (Junk Mail only): Only system-identified Junk Mail is subject to your specified filter action. Exclusive (any mail from sender not on White List): All of your mail from senders not on your White List is subject to your specified filter action. Result: The filter is directed to act as specified on only Junk Mail or on all your mail. Choosing Exclusive causes all mail coming to you from senders not on your White List to be acted on. In the Filter Action area specify a response, select one: Move to the junk mail folder (default): Matching messages are moved to your junk mail folder. Discard (message is irrevocably lost): Matching messages are deleted. Additionally, you may specify: Do not apply any more filters to this message if action is taken: If the message qualified for action by the Junk Mail filter, any filters in order below the Junk Mail filter are not applied. This option is selected (enabled) by default. To disable this feature, clear the checkbox. Once you have created your filter, click OK. Result: The system accepts the settings for the Junk Mail filter. Incoming messages are filtered and acted upon as directed.

General

Will my portable phone/ mobile phone/ microwave interfere with my AUSTAR broadband connection?: AUSTAR broadband works within its own proprietary spectrum. This means that there is no interference with other devices as is sometimes the case with other Wi-Fi connections, when they are operating within the same spectrum.
What is an ethernet port?: The wireless modem connects to your computer via an ethernet port. The ethernet port is located at the back of the computer. The ethernet port is specifically for connecting your computer to a network such as a home/office network or directly to the AUSTAR broadband network.
Is AUSTAR broadband faster than dial-up?: AUSTAR broadband is up to almost 20 times faster than the standard dial-up products, and has an always on connection which means you don’t have to worry about the per minute charges or the local call costs you used to pay with dial-up.
Is AUSTAR broadband as fast as other broadband technologies?: As with other broadband technologies, the plans offered by AUSTAR broadband vary in connection speeds as well as monthly usage allowances. Generally speaking you can obtain similar speeds to all other broadband technologies.
Is AUSTAR broadband a kind of Wi-Fi?: No, AUSTAR broadband operates on a separate area of spectrum, unrelated to Wi-fi. You cannot use a Wi-Fi modem or laptop to directly connect to the AUSTAR broadband service. You will need to use an AUSTAR broadband modem that connects to your PC or laptop via an ethernet port.
How do I upload my website?: To upload your webpages to your AUSTARnet webpage, you will need to use an FTP program. No matter which FTP program you use, the basic principles of uploading a website remains the same. Windows FTP Software: if you don't have any FTP Software for Windows you can try: CuteFTP from Globalscape at http://www.globalscape.com or FTP Commander from Internet Soft at http://www.internet-soft.com or WS FTP from Ipswitch at http://www.ipswitch.com Macintosh FTP Software: if you don't have any FTP Software for Macintosh you can try:- CuteFTP from Globalscape at http://www.globalscape.com or Fetch from Fetchsoftworks at http://fetchsoftworks.com or FTPClient from Viacomsoft at http://www.ftpclient.com FTP Server Address Details: FTP Server address:- home.austarnet.com.au username:- (Your dialup username) password:- (Your dialup password) Note:- Don't specify any Remote FTP Directory.
Does the AUSTAR broadband wireless modem need to have line-of-sight to an AUSTAR broadband tower?: No, line-of-sight is not required to receive the AUSTAR broadband service, only sufficient signal strength. The modem should be positioned in the most convenient location where the strongest signal can be received as indicated by the signal lamp on the modem.
Do I need a phone line to connect to AUSTAR broadband?: No. AUSTAR broadband uses wireless technology, not a phone line or cable outlet, to connect your modem to the one of the AUSTAR broadband towers. This means that you do not require a phone line or cable outlet to access AUSTAR broadband.
Can I use AUSTAR broadband to make a connection to my laptop?: Yes, you can use the ethernet modem to connect your laptop to the AUSTAR broadband service. You cannot use a laptop Wi-fi modem to connect to AUSTAR broadband.
Can I connect more than one computer to my AUSTAR broadband modem?: The AUSTAR broadband modem has only one port. However you can connect a multi port router to the modem and share the connection amongst a number of users. This network can be wired or wireless depending on the type of router you are connecting the modem to.
Are the emissions harmful from the wireless modem?: The AUSTAR broadband wireless modem does emit some electromagnetic energy; this is to ensure that a connection to the AUSTAR broadband base station is made. Emissions from an AUSTAR broadband modem are well below Australian emission standards, especially if the modem is kept away from the body. We recommend that modems be placed a minimum of 20cm from the body
Are Macintosh Computers compatible with the AUSTAR broadband service?: Yes. Macs can be connected using the Ethernet modem and will work correctly.

Networking

I have a few PCs in a home network. How do I share my AUSTAR broadband connection with all of my PCs?: Your AUSTAR broadband modem connects to your home network in the same way that an ADSL or cable modem would connect. This normally occurs via an ethernet cable attaching your modem to a networking device, such as a router. You should follow the instructions provided with your networking device as AUSTAR broadband does not provide networking support.

System requirements

What operating systems does AUSTAR broadband support?: AUSTAR broadband provides technical support for Customers using the operating systems Windows® 2000 and above, Mac® OS 9 and above.
What are the minimum system requirements?: Windows® Operating System Windows XP, Windows 2000 and above Computer pentium iii 400mhz or higher (or AMD athlon/duron equivalent) Ram 128MB RAM or higher Free Hard Disk Space 10MB available Connection available ethernet port Macintosh Operating System MAC® OS9 and above Computer Power PC® or higher Ram 128MB or higher Free Hard Disk Space 10MB available Connection available ethernet port