Frequently Asked Questions

For customers with automatic payment, such as credit card on file or direct debit, we immediately begin to process the plan, during which time we also send out and charge for any hardware you ordered. We advise you on the estimated day of completion. Once active, we charge you for your activation fee.

If you're paying via a manual method the process is almost identical, but we don't process the plan or send hardware until the invoices have been paid.

Please note: if the service is active before the 15th of the month we also charge you pro-rata for the rest of the month. If it is active after the 15th of the month, you will notice the additional pro-rata charge on your next invoice.

No we don't. But we also do NOT Service match either! We pride ourselves in providing the best support of any ISP in Australia. It is part of the package you get when you have your services with us.
So we don't match cheaper prices (not that we are in any way expensive!) & we won't match worse service & support provided byanother provider.

Yes, you need a telephone that can both make and receive phone calls in order to have ADSL. However, unlike dial-up, ADSL does not interfere with your voice service, allowing you to continue to make and receive calls while being on the internet.

Though we cannot give an exact number, you can follow this guide for a speed estimate. Please note that this is an estimate only.

Naked DSL is a fast broadband service that doesn’t require an active phone service. Once you have connected to Naked DSL, your phone service is turned off, allowing you to use the internet without having to pay the additional cost of telephone line rental. This makes Naked DSL perfect for people who prefer to use mobile telephones or VoIP to make their phone calls.

Peak periods are 8 AM to 1 AM. Off-peak is 1 AM to 8 AM. Locall Australis peak and off-peak periods are in Australian Eastern Standard Time (EST), so adjust accordingly for your time zone.

These numbers are the maximum downstream (downloading) Kbps (kilobits per second) that you can expect from your broadband service. 256, 1500 and 8000 are ADSL speeds; 20 000 is ADSL2+. Refer to the speed guides on the left hand side of our ADSL plan page for a comparison of the speeds.

A modem is a piece of equipment that plugs into the telephone socket in order to send and receive information through the internet. A router allows you to share your connection or the information on your computer with other computers or devices. These days you are able to buy a combined modem/router.

Network connection means that your computer is able to communicate with your router and, through it, any other computers connected to the network. If you are connected to the network but are unable to access the internet, see: What should I do if my computer won’t connect to the internet?

The speed referred to by your network icon is the speed at which you are connected to your network. 54Mbps is indicative of a wireless network connection; 100Mbps is the speed of an Ethernet connection.

Unlike your billing period, which is a calendar month, your data counter resets on your contract anniversary date. For example, if your contract begun on the 17th of the month, your counter will reset on the 17th of every month. For more information about finding out your anniversary date, read How do I check my usage?

Yes you can! Additional data can be purchased through My Account or by calling technical support on 1300 722 050. It cost $3.30/GB and you can order between 1GB and 15GB in 1GB increments at any one time. We recommend that you are conservative, starting with lower amounts and adding more as needed, as you are charged for the additional data regardless of whether or not you use it.

Our White (256) and Red (1500) plans are download only, ie only the things you download are counted against your data allowance. Our Black (both 8000 and ADSL2+) and Silver (Naked DSL) plans count both download and upload.

Downloading is the transfer of information from the internet to your computer, such as viewing a website, receiving an email, or getting a program or game from a website. Upload is when you transfer information from your computer to the internet, like sending an email or uploading a picture to Facebook.

Yes, you can. Changing between two new plans or two Classic plans has a one-time fee of $30 which is applied to your next bill. However, if you want to change from a new plan and a Classic plan (or vice-versa), you will have to enter in to a new contract.

We've compiled a handy guide to make moving a little easier. Check it out here.

Every time you connect to the internet you are assigned an IP address at random (this is called a dynamic IP). With a static IP address, a permanent address is assigned to your connection, making it perfect for people who use their computers to host gaming servers online or want to access their computer remotely without having to remember a new number every time their home connection is connected.

If you have one of our White, Red or Black plans (other than Black 200) you can get a static IP for $3.00 per month. Unfortunately static IP addresses are not available on Black 200, Silver or our No Worries plans.

Check back for more information soon!

Check back for more information soon!

Check back for more information soon!

Your modem settings are as follows:

Username: will always end with @australisit.net
Password: is case sensitive, & should contain letters & numbers (at minimum)
Connection Type: PPPoA (PPP over ATM)
Encapsulation: LLC
VPI: 8
VCI: 35
IP Address: Automatically assigned by ISP (in most cases)
DNS: Get automatically from ISP (in most cases)
Hostname: leave blank
MTU: 1492 or 1500 (in most cases)
Authentication: CHAP
ADSL Mode: G.DMT

Unfortunately we cannot retrieve your wireless password, as your wireless password is set in your modem. If you haven’t changed it, you should find the password on the sticker on the bottom of your modem. If you have changed it - which we strongly recommend that you do - you may find it beneficial to write the password on the same sticker in case you forget it later.

If you cannot locate the default password, or the default password doesn’t work, log in to your modem and go in to the wireless security section. You will find it there.

Wireless, or WIFI, refers to a wireless network, whereby one or multiple computers or devices are connected to a central router without having to plug in to it. Wireless is mostly used to connect to the internet without the use of cables.

Wireless 3G refers to mobile broadband internet. Internet is delivered wirelessly to a USB modem plugged in to your computer, allowing you to access the internet wherever there is wireless 3G coverage.

Please visit portforward.com for more information on port forwarding/port mapping.

We've compiled a list of a lot of the common modems here.

The first thing you should do is check to make sure your internet is not shaped (see How can I check my usage throughout the month?). If you’re not shaped your next step is to perform a speed test and send the results along to us. Go here for our guide to performing a speed test.

Your first step should be to double check that all cables are plugged correctly into the back of the modem and into the wall or computer as specified by the modem manual, and that filters are plugged in between every phone or fax machine and the wall plug.

Next, try turning your modem off for 15 to 30 seconds, then switching it back on. Modems can take a short while to try to connect to the internet, so be patient. If you’re satsified that you are still unable to connect, call technical support.

Yes, we do! Check our plans for the churn costs, which scale with the length of contract.

Whether your internet is shaped or not is determined by your peak data. If all of your peak data has been used, you will be shaped during peak AND off-peak periods. However, once you use all of your off-peak data, you begin to use peak data for peak and off-peak periods until you have used all of your peak data, after which you will be shaped.

Go to our Check Usage page and follow the instructions. Please keep in mind that the report is updated once every 24 hours, so your usage report isn’t live.

If you have paid a security deposit, you must give us 30 days notice before you leave in order to have it credited to your account. The intention by previous owner was to cover your last month's service, hence the requirement for 30 days notice before termination of your service. If your phone service is terminated for any reason, your ADSL service will automatically be terminated as well. So, if your phone is with another company, make sure you pay your bill to avoid your ADSL service being cut off.

Since March 22, 2011 we no longer charge a Security Deposit on services.

Included in your cap are standard voice calls (local, national, mobile), National Text (SMS), PIX text (MMS) and VoiceMail, or any other call listed as “standard” on our call chart.

Any of our mobile phone plans (except for those no longer available) can be taken with either a hard or a soft cap. On a hard cap, the service will be unable to make outgoing calls once the value of included calls and text is exhausted.

Note that you can still incurr a bill larger than the cap amount if you make calls to non-included destinations prior to the included call value being exceeded.

On a hard cap plan you can still make calls that are not included in your included calls cap above and beyond your cap limit. For example, calls to 1300 numbers are not included in your capped calls. So you could make 10 calls to 1300 numbers, and hence incur an additional charge. When your INCLUDED call types reach the included call value, your service will lose the ability to make outgoing calls, including calls to 1300 numbers etc.

You can find the cost of the calls covered in your cap on the page for your mobile phones: here for our Classic plans and here for our Connected plans. Please see our call chart for a list of other call costs.

You can. There is a $10 plan change fee. Please note that you can only increase your cap, ie you can go from $49 to $79, but you cannot go from $49 to $29.

Taking your mobile number to another company, or early termination of your contract, costs half of your monthly uses multiplied by the months left in your contract, and any leftover payments for your mobile phone.

For example, you are on a $49 plan and are making additional monthly payments of $11 for your handset. If you decided to terminate your contract with six months left, you will be charged a termination fee of 24.5 * 6 (147) and 11 * 6 (66), which is a total of $213.

Any smart phone can be used to as a modem. We're currently working of a guide to using this feature of your phone.

You can have up to five email addresses.

Call us or send an email requesting a new email address. Include your preferred name (ie ringostar@australis.net) and password (case sensitive: thebeatles, TheBeatles and tHeBeAtLeS are all different) and we’ll get it set up for you ASAP.

Your email settings are as follows:
Username: your full email address, ie john@australis.net, john@lis.net, etc.
Password: whatever password you chose
POP3 server: depends on your email address. If your email address is john@australis.net, your
POP3 server is mail.australis.net; if it is john@lis.net.au your POP3 server is mail.lis.net.au, etc.
POP3 server port: 110
POP3 server security: none
SMTP server: smtp.australisit.net
SMTP server port: 25
SMTP server security: none

It’s possible that you’ve set up your email account as an IMAP, not a POP3. Remove the email account from your mail program and try setting it up again, remembering to select POP3 when prompted.

All internet users have usernames ending in @australisit.net, but our email addresses mostly end in @australis.net. This is because, in the interests of bringing you better performance, we use two different servers to split the load. It also allows users to choose a different email address: you can have thejonesfamily@australisit.net as your username, and have sally@australis.net as your email address.

For those users who have the same email address and internet username, it also makes it easier for you to remember your username: just mentally add the "it" between "australis" and ".net" to remember your username.

Unlike your ADSL usage cycle, which goes by your contract anniversary date, the billing cycle is one calendar month. If you only have ADSL with us, you will be invoiced on the 1st of every month. If have other kinds of services with us (including if you have ADSL in addition to other services, you will be billed on the 3rd of every month. If you are a Naked ADSL user or have an inactive phone, please note that you will be billed on the 3rd, too.

Your account number is on the upper right hand corner of any of your monthly invoices.

Your bill is due 14 days after it is issued.

There is a wide variety of ways to pay your bill including credit card (automatic, manual through My Account or over the phone), bank transfer, direct debit, PayPal, Centrepay, BPay and cheque more money order through the mail. For more information about payment methods, see Paying Your Account.

You may be subject to an overdue fee, suspension, or termination with any early termination fees liable. If your bill is overdue we regret that we cannot make any changes to your service that will increase the cost of your bill, including increasing your plans or adding extra data.

Contact Australis sooner rather than later to let us know. You may be eligible for an extension or payment plan. You can view our Financial Hardship Policy here.

You can edit your customer details through My Account, or contact us directly via phone or email to let us know of any changes.

All services except for these count for your Multi Service Discount; Domain registration, Tasmanian Surcharge, One Off Website Jobs, Free included Dial Up, Static IP. Note if you have a $65 Bundle or a $95 Bundle you will see your special discount on your invoice rather than the standard Multi Service Discount.

We process them on the 10th of each month. If there is not enough money in your account, there is a $2.40 failed Direct Debit charge.

We check before processing Direct Debit payemnts. If your account shows as paid, we won't charge you again.

We recommend that you stick to one payment method only. If you sign up for Direct Debit all you need to do is make sure that there is enough money in your account on the 10th of each month. We'll do the rest.

We launched our Direct Debit payment option in July 2011. If money was automatically coming out of your account to pay your Australis invoice before then, you may have:

1. had your credit card number on file, or;
2. set up a scheduled or automatic payment with your internet banking.

You can change or cancel your Direct Debit at any time. Follow the Westpac link on this page to modify the details, or email us and let us know.

Check the reception of your wireless 3G connection. You can do this through Wireless Broadband. Reception (“bars”) are shown in the lower left hand side of the window and are just like the reception indicator on a mobile phone. If you have low reception, try moving around to find a better place.

You may want to try using a USB extension cable to try to put some distance between the modem and computer, eliminating possible interference. Try the one in the box first, but you might have better results buying a better quality one.

Please note that wireless 3G is a mobile service, not a fixed line. Like your normal 3G-compatible mobile phone, service is dependent on the signal from mobile phone towers. You may also notice slower service during peak times, indicating congestion.

If you’re still experiencing slower than usual connection speeds, contact technical support.

Yes you can. Just call or email us.

The SP code is broadband. It can be found on the first page of the small black settings manual, and usually only needs to be used the first time you attempt to use you USB modem.

A special SIM, called a micro-SIM, is required for your tablets, so be sure to request one when ordering.

You can. There is a one time plan change fee of $10, and the new plan usually kicks in the next business day.

Yes, just call us and let us know which plan you’d like to move to.

New rates apply at the beginning of the next calendar month.

You are able to make an unlimited amount of calls to standard local numbers (Socialite and Gabfest) and an unlimited amount of calls to standard STD numbers (Gabfest only) as per your plan, but please note that, much like the call caps on a mobile phone, any other calls will be charged appropriately.

Calls to mobile numbers have a 35c connection charge and are capped at $2 for 10 minutes, after which you will be charged the full rate for the call. Similarly, international calls have a 35c connection charge are capped at $2 for 20 minutes to our Top Ten Destinations.

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.

We charge 35 cents for a call on one of our landline services for most calls made to 13/1300 numbers.

Calls made to a 1800 number from a standard telephone are free to the caller.

Your dial up username will end with @australisit.net
Your password is your password - & it is Case Sensitive
The telephone number that your dial up connection should be calling is 0198308020