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Virtual Access ADSL Q&A Print

 

So you have questions!
Who Doesn't?

 

Everyone Has Questions.

 

 

 

 

You can find below a list of the most commonly asked questions about ADSL broadband services. Simply click on the question to see the matching answer.

 

General

 

What is ADSL?
What is Broadband?
What's a filter (microfilter, central filter, central splitter)?
If I move house, what happens to my service?
Can I access the Internet when I am away from home, at the office or traveling?


Applying, churn and activation

 

How do I apply?
How long does it take to activate a service?
What is churn?
Does Virtual Access support churn?
Can I install the ADSL service myself?
Do you provide an installation service?
Which telephone products are incompatible with ADSL?

 


 

What is ADSL?

Back to the List of Questions

ADSL is a high-speed Internet service.

ADSL (Asynchronous Digital Subscriber Line) is the name of one type of broadband service, which is provided over your landline telephone (copper) line.  ADSL allows you to use your phone and be online at the same time.  

 


 

What is Broadband?

Back to the List of Questions

Broadband is a generic term that applies to a range of "faster than a modem" Internet products. These include cable, satellite and ADSL. ADSL is one type of broadband Internet access product.

 


 

What is a filter?
(Microfilter, Central filter or Central Splitter)

Back to the List of Questions

ADSL operates on a standard phone line and can be used at the same time as other telephony devices. To do so, the Broadband modem and the telephony devices need to be shielded from each other. This is done with inline filters (also called microfilters) or a central splitter (also called a central filter).

 

Microfilters are small boxes that connect between the telephone socket and your telephone. One filter is required for each device that you connect to the phone line (apart from your ADSL modem, which doesn't need a filter).

 

When considering how many devices need to be filtered, don't forget to count these devices:

 

  • Telephones - Including cordless phone base stations
  • Answering machines
  • Fax machines
  • Eftpos terminals
  • Foxtel Digital - Uses a telephone connection for interactive features
  • Back-to-base monitored alarm

A Central Filter or Splitter is an alternate option to individual microfilters. Central filters are recommended when:

 

  • You have more than 3 devices that need to be filtered. A central filter may be more economical, and may maintain telephone line quality superior to that of discrete microfilters (less 'insertion loss')
  • You have an environment where devices are connected/disconnected frequently. Any time an unfiltered device is connected to your ADSL line, either the ADSL service, that device, or both will fail to work properly. If this is a regular occurrence (eg in a busy office), a central filter is recommended.
  • Back-to-base alarms: Unless you know where your alarm plugs in to the phone line, your easiest option is probably to contact your alarm company. Reputable alarm companies have qualified Austel installers available, and will be able to install a central filter for you.
  • PABX systems (eg Commander): It is usually preferable to install ADSL services on lines that don't act as part of your phone system, such as the office fax line. If this is a requirement though, talk to your telephone technician about installing a central splitter to provide a "branch outlet" for your ADSL modem, and filtered service for your PABX.

 

Because of the hard-wired nature of central filters, they must be installed ONLY by Austel licensed cablers.

 

 


 

If I move house, what happens to my ADSL service?

Back to the List of Questions

ADSL services are specific to the phone line that they are enabled on. When you move, you need to apply for a new service and disconnect the old service.

 

You can download an address change form by clicking here

 

Contact our office on 1300 132351 if you require assistance with the process.

 


 

Can I access the Internet when I am away from home, at the office or traveling?

Back to the List of Questions

Yes.

 

There are a couple of alternatives, depending on exactly what you need to do.

 

 Your email can be accessed from any Internet connected PC (at a friend's house, your office, an Internet cafe, Wifi hotspot, etc) using Virtual Access WebMail. Just visit www.virtual.net.au and click on "My MailBox".  

 

If you need a broadband service while away from home, a 3G broadband service could be suitable for you.

 


 

How do I apply?

Back to the List of Questions

Download and print the application form (PDF). Complete it and return it to Virtual Access by fax or mail (full details are on the form).

 


 

How long does it take to activate a service?

Back to the List of Questions

Most services are activated in around 5 working days.

 

Please note that in some cases, it takes longer to get service due to capacity issues at your local telephone exchange, or problems with your telephone line.

 

Virtual Access proactively monitors the status of pending ADSL orders, and reports any news to you by email as soon as it is known.

 


 

What is churn?
Does Virtual Access support churn?

Back to the List of Questions

Churn is the name given to a process that allows you to move an ADSL service from one ISP to another without actually disconnecting. A service undergoing a churn usually suffers disruption for only a few hours. Disconnecting and reconnecting would involve at least several days downtime.

 

Virtual Access participates in the industry churn programme through our upstream partners. This means that if you already have an ADSL service, you can churn to Virtual Access at any time.

 

For more information, see the Virtual Access ADSL Churn form (PDF).

 

 


 

Can I install the ADSL service myself?

Back to the List of Questions

Yes.

 

If you purchase your ADSL modem from Virtual Access, we'll provide a simple guide to the installation process. If you run into trouble, you can always give us a call.

 


 

Do you provide an installation service?

Back to the List of Questions

No.

 

However, if you require one, give our sales office a call. We regularly work with a number of field technicians and may be able to provide a referral to someone in your area.

 


 

Which telephone products are incompatible with ADSL?

Back to the List of Questions

The following telephone products are incompatible with ADSL:

 

  • Analogue NT1
  • Call Diversion Number Only
  • Changed Number Information Service
  • Communic8 Prepaid Home
  • Customer Loop Metering
  • CVPN
  • Easy Call + Multiple Number - Auxiliary number
  • Faxstream Deut - Auxiliary number
  • InContact
  • IPSTS (Mobile) Service
  • IPSTS (Satellite) Auxiliary Service
  • ISDN 2
  • ISDN 2 Enhanced
  • ISDN Home
  • MessageBank Virtual
  • OnRamp 2, 10, 20, 30
  • Payphone
  • Ported Local Number
  • Satellite Services
  • Siteline

 

 

 

Contact the Virtual Access sales office for further information on these products if required.

 

 

More information? Download our:

Application form (PDF, Approx 500Kb) 
Churn authorisation form (PDF, Approx 90Kb)
Plan change request form for existing customers (PDF, Approx 80Kb)
  Address change/Service relocation form for existing customers
(PDF, Approx 120Kb)

 

 
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