FAQ

  1. General Issues
  2. UnShape Me
  3. ADSL General Settings
  4. Dialup General Settings
  5. Mail Settings
  6. 13/1300 & 1800 Call costs
  7. ADSL Troubleshooting Guide
  8. Common ADSL Modems
  9. Dialup Troubleshooting

General Issues

 

ADSL Order Process

Click here to view a PDF flowchart of the entire ADSL order process

ADSL Speed Calculation

You can estimate your potential ADSL speeds here on this page.
What's the Difference between KBs & Kbps? Read this article

Billing Cycle

All billing is done on or about the 1st of each month in advance.  Customers whose accounts became active during the previous month will be billed pro-rata for that time.

Where do I find my Account Number?

In order to use the on-line payment & account management facility (still under construction) you will need to know your account number. Read this page to find out where this number is.

Initial Billing

Your initial Bill may include a Security Deposit - if you have ADSL, MBB, or ADSL/MBB & Phone Service with us, this security deposit will be equal to 1 Month's Plan fee. If you have Phone services & no ADSL or MBB the security deposit is $50.
This Security Deposit is refunded to cover your last month's connection/ calls.
We bill for Line Rental & Internet access in advance at the beginning of the month, if your services became active toward the end of the previous month, your first bill may include the following month, plus the days of the previous month that the service was active, charged on a Pre-Rata basis.

Data Usage

Your data usage is based on the anniversary date of your connection with us.  Example, if your service was activated on the 15th of the month, your usage is counted from the 15th to the 15th. The summary usage refreshes every 24 hours, so downloads shown may be behind by 24hrs. We are currently working on a real time usage Firefox Plug in.

Additional Email Addresses

Should you require additional email addresses, please email the details to us at support@australis.net and we will create them and email you back the details.  We need to know what you would like for address and password.

Incorrect Call Out Charges

If a line fault is placed on your behalf and a technician is sent to your premises and is unable to identify a problem up to the boundary point, an incorrect call out fee of $150.00 will be charged for ADSL & a fee of $240.00 for ADSL2+

UnShape Me Service

ADSL service gone slow? used up your peak data allowance? Now you can have your service unshaped right away Just drop us an email or call the support number (1300722050) & we will apply the UnShape me service
This service charges $3.30 per GB (1000MB) or part thereof Now available in DATA BLOCKS
Just tell us how much extra data you would like & we will UnShape your service for this amount of data.


The following conditions apply to UnShape Me service;
The cost is $3.30 per 1,000MB or part thereof
The Charge for this service will be applied in arrears
Any usage over your plan limit is counted as UnShape Me Usage
It will automatically turn off on your Data Start date
Q. Is there are maximum limit to the number of GB that a service can be increased to for a shaped service?
A. Yes. The maximum amount of data we can allow at any one time is 15GB
Q. Is there a maximum amount of GB that I can request in total prior to my anniversary date?
A. No, however please note as above the maximum amount you can request at one time is 15GB
Q. Can I keep adding data after the service is shaped more than once?
A. Yes, You can add data as many times as you like prior to your next anniversary date
Q. Will the extra requested data apply in the next anniversary period?
A. No, The data is absorbed on the anniversary date.
Q. What if I add 5GB of extra data and only use 3GB before my anniversary date?
A. You will be charged for 5GB of data.

 

ADSL  General Settings

Username   : USERNAME@australisit.net
Network  IP Address : Dynamic IP Assigned 
VPI     : 8 
VCI    : 35 
Encapsulation  : PPPoA LLC 
MTU Size   : 1492 
Authentication Type : CHAP or auto

DNS Settings

Manually setting the nameservers is discouraged, however:

DNS Primary 124.254.72.68
DNS Secondary 124.254.72.70

Dialup General Settings

Username   : USERNAME@australisit.net
National Dialup Number : 0198 308 020 

Mail Settings

Some email settings will vary depending on your email address.

If your email address is USERNAME@australis.net then:
Incoming Mail Server : mail.australis.net

If your email address is USERNAME@australisit.net then:
Incoming Mail Server : mail.australisit.net

If your email address is USERNAME@worldoptions.com.au then:
Incoming Mail Server : mail.worldoptions.com.au

If your email address is USERNAME@lis.net.au then:
Incoming Mail Server : mail.lis.net.au

If your email address is USERNAME@ugl.com.au then:
Incoming Mail Server : mail.ugl.com.au 

The following mail settings apply to all customers, regardless of their email address:

Outgoing Mail Server : smtp.australisit.net
Account Name  : Your Full Email Address

13/1300 & 1800 Call costs

The cost of a call to a 13/1300 number is determined by the business holding the 13/1300 number. Therefore, long distance calls made to telephone numbers beginning with 13/1300 are charged at a low fixed rate regardless of the length of the call. Calls made from a mobile may be charged at a timed rate.
Calls made to a 1800 number from a standard telephone are free to the caller. Calls made from a mobile may be charged at a timed rate.

ADSL Troubleshooting Guide

Powering your adsl modem off, leaving it off for 10 minutes then powering it back up again will fix most common adsl problems.

For ADSL troubleshooting, please see the FAQ at the MYAustralis site here

If the problem persists, please contact our Helpdesk line at 1300 722 050 for further assistance. Make sure to note the speed test results as this will help resolve the issue.

Common ADSL Modems

Most adsl modem configuration can be done by accessing the modem using an IP address from a program such as Internet Explorer.  We have compiled a set of manuals for the most common modems at the MyAustralis website

Please refer to your modem manufacturer's support site should you need further info.

Typically, but may vary from model to model, the following IP addresses will let you access the configuration section of your modem.

D-Link Modems 10.1.1.1   Netcomm Modems 192.168.1.1
username: admin password: admin     username: admin password: admin  
Belkin Modems 192.168.2.1   Netgear Modems 192.168.0.1
password: blank     username: admin password: password  
Billion Modems 192.168.1.254   Linksys Modems 192.168.1.1
username: admin password: admin     username: admin password: admin  
TP-Link Modems 192.168.1.1   Ex-Telstra Modems 10.0.0.138
username: admin password: admin     2 Wire Modems http://gateway.2wire.net

 

Dialup Troubleshooting

General hints to fix dialup connection issues can be found here at the MY Australis website