Broadband FAQ
Want to know more about broadband Australia? As one of the first internet providers to offer Australian’s ADSL broadband, we certainly have a lot of experience with broadband in Australia. Below you’ll find answers to some of the most commonly asked questions. General Questions:Ordering the Service:Getting Connected:Using the Service:How secure is the Service?Technical Information:Support:
General Questions:
What is ADSL?ADSL (Asymmetric Digital Subscriber Line) is a technology for transmitting digital information at a high bandwidth on existing phone lines to homes and businesses. Unlike regular dial-up Internet services, ADSL provides continuously available, "always on" connection. ADSL is asymmetric in that it uses most of the channel to transmit downstream to the user and only a small part to receive information from the user.
How fast is ADSL?ADSL can reach speeds of up to 30 times faster than your conventional dial-up modem. For example, your conventional dial-up modem will transmit data to the user at 50 kilobits per second, where a 1.5/256 Primus Broadband connection will transmit data to the user at 1.5 megabits per second –30 times faster than your dial-up modem! This allows you to access more information, more quickly, without stopping you from using your telephone at the same time or having to dial-up every time your connection drops out.
How does ADSL work?The ADSL broadband service makes use of your existing telephone line by splitting the line into two channels, one for voice and the other for the high-speed data connection. The high-speed data connection uses a higher frequency range not used in normal voice communications. Ultimately, ADSL 'squeezes' more capacity out of the same telephone line without interfering with your normal telephone services.
What are the benefits of ADSL?Some of the benefits of the Primus Broadband ADSL service are: - Faster Downloads
- Use your telephone whilst using the Internet
- Always-on connection – No dropouts!
- Up to 30 times faster than a standard modem dial-up connection.
- Low fixed cost with no Internet call charges
All this adds up to ‘Frustration Free Internet’
What Is the Difference between ADSL and Cable?As Cable networks grow and more users in your area connect to the service, the likelihood of network congestion grows due to the 'shared' nature of the service. ADSL is a point-to-point service which means the likelihood of network congestion is greatly reduced. Both ADSL and Cable provide users with high speed Internet connections. ADSL provides this service over standard copper telephone lines which provides far greater coverage and in some cases, is easier to install as there are no additional wires to install. Cable Internet services provide limited coverage as it relies on Pay-TV cable to be installed in your suburb and also requires a technician to visit your premises to install the service.
Ordering the Service:What will happen if I process an Application and then change my mind and want to cancel the application?If you wish to cancel your application after it has been submitted to our wholesaler and prior to the service being installed, a fee of $200.00 (inc GST) will be charged.
Is Primus Broadband ADSL available in my area?Primus have an on-line facility which allows you to check to see if the telephone exchange you are connected to is ADSL enabled. To perform this check, click on the link below and enter your telephone number. Click here to check if ADSL is available in your area. Note: This on-line facility will indicate whether the exchange your telephone line is connected to is ADSL enabled. A more detailed check is undertaken when you apply for the Primus Broadband ADSL service to determine if ADSL can be applied to your telephone line.
How can I apply for the service?You can apply for the Primus Broadband ADSL service in 1 of 3 ways; 1. On-line via Primus’ On-line ADSL Application form. 2. Complete and fax or mail a paper-based application to Primus Telecom. 3. Contacting the Primus Telecom Sales team on 1300 85 48 48. Click on the preferred option above or call Primus Telecom to start applying for the Primus’ Broadband ADSL service now!
How can I pay for the service?Currently customers can only pay for the Primus Broadband ADSL service by Direct Debit via Credit Card (Visa, MasterCard, Diners Club, American Express and Bankcard).
Are there any additional charges associated with ADSL?There are a number of additional charges that may be applied, these additional charges range from additional work required at the time of installation that is outside the standard installation package, additional hardware, change of ADSL speed, relocation of ADSL service and the disconnection of ADSL service and cancellation of ADSL service prior to installation. The information below outlines the costs that may be associated with your ADSL connection:
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Installation of a Central Splitter
A Central Splitter may be required in the case where a customer has more than 3 active phone points installed in the premises or where a House Alarm or similar equipment that utilises the phone line is installed in the premises. If a central splitter is required, our contractor will advise you of the cost and installation charge.
Installation of a new phone point or re-location of a previously installed phone point. A new phone point or re-location of an existing phone point can be provided upon the customer's request or where it is required. An additional $159.00 (inc GST) charge will be applied if the installation of a new phone point or relocation of previously installed phone point is required.
In-Line Filters
Customers are provided one (1) In-Line filter as part of the standard installation package, any additional filters requested by the customer are charged at $22.00 (inc GST) per unit.
Re-location of ADSL service If you re-locate and wish to continue using your ADSL connection at your new location, an additional $90.00 (inc GST) charge will be applied for the relocation of the service.
Note: No refunds on access charges are applicable during the re-location process.
Disconnection of Service
If you wish to disconnect the service before the end of your contract, you will be liable for all set-up and monthly access fees that you would have paid had you not cancelled the service prior to the end of the term.
Cancellation prior to installation
If you wish to cancel your service prior to the service being installed, a fee of $200.00 will be applied
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What happens once I have submitted and application for Primus Broadband ADSL?Once Primus Telecom has received your ADSL application, an Primus ADSL representative will be in contact with you within 48-72 hours. They will verify your details and inform you of any further information you may need to know. This order then goes through the process of being provisioned and once completed, Primus Telecom will either organize to have the required ADSL hardware delivered to you or organize a time for a technician to come out and install the service.
How long will it take to process my application and enable the service so I can start using it?It can take up to 20 business days before the Primus Broadband ADSL service is provisioned and installed at your premises. In some cases, the time to complete an order can be less depending on our wholesalers and installation teams.
How do I find out that status of my order?You can contact the Primus Telecom ADSL provisioning department on 1300 85 85 85 and quote the service number you submitted upon application. One of our representatives will be able to advise you of the status of your order.
I entered my phone number into the service check facility and ADSL is not available, are any other Broadband options available?Primus Telecom offer a range of Internet Products which include Dial-Up Internet and Broadband Wireless. Over the coming months, Primus Telecom will be releasing additional Broadband products such as Satellite and ISDN to cater for customers who are not able to apply for the Primus Broadband ADSL service. Keep an eye on our Web site (http://www.primus.com.au) for these new products over the coming months.
Do I have to be a Primus Telecom Telephony customer to signup to Primus Broadband ADSL?Customers applying for the Primus Broadband ADSL service are not required to be Primus Telecom Telephony customers.
Will there be any problems if my telephone service is with another carrier?The Primus network is such that it can provide you with ADSL if your telephone Line is owned by another telephony provider.
How is this possible?
Because legislations states that Telstra must treat everybody the same. That means for example you can get a fault fixed just as quickly if you are a Primus Telecom customer.
If you are an Optus customer, you may or may not be able to apply for the Primus ADSL Broadband service. If your Optus telephone service is ‘pre-selected’ using a Telstra owned telephone line, you can still apply. However if your Optus telephone line is connected to Optus’ Cable network Primus is unable to offer you its Broadband ADSL service due to the differences in the telephone network infrastructure.
My Telephone service is pre-selected through ‘X’ carrier, Can I still apply for the Primus Broadband ADSL Service?Yes! Regardless of whom your telephone line is ‘pre-selected’ to, Primus can still provide you with its Broadband ADSL service. Primus Telecom is a full service telecommunications provider, and can provide you with your phone service over that same line and the level of service you receive will be of equal if not better quality.
My application was rejected; can you explain the rejection reason to me?ADSL applications can be rejected for a number of reasons. Below are a list of rejection reasons and their explanations. If your application is rejected, you will be notified by an Primus ADSL representative of the rejection reason. Your name will be added to a preferred list and you will be contacted when your address is able to be provisioned. Incompatible Infrastructure - RIM A RIM (Remote Integrated Multiplexer) is a device installed by Telstra when there are not enough physical lines between a customer’s premise and their exchange. A RIM has a set of customers lines running into it and then a piece of fibre optical cable running from it to the exchange. Unfortunately ADSL will not work if you are on a RIM.
Incompatible Infrastructure - PGS
PGS is a Pair Gain System. A Pair Gain is when a physical copper line has been split in to 2 lines. This is perfectly fine for voice however this will not work for ADSL. If you have a Pair Gain, you will either need to organize a new telephone line with your telephone provider or organize to have your existing telephone repaired. Unfortunately though, your telephone provider may not be able to do this for you.
Incompatible Infrastructure - Sub Exchange
A Sub Exchange is like a RIM. The same scenario applies.
Invalid Service Number - Inactive Service
An Inactive Service Number means that the number you have provided to us for ADSL is not connected. This will need to be checked with your telephone provider.
Address/Service Mismatch
The Address and Telephone Number you have given us, does not match the details Telstra has on their system. Due to the Privacy Act, Telstra cannot give us your personal information. This would need to be checked with your telephone provider.
Transmission loss to high
Unfortunately Telstra have tested your line and you are too far from the exchange to receive ADSL.
Invalid Service Number - Non Telstra Service (PSTS)
The telephone number you have provided Primus on the application form is not a Telstra owned phone line, ADSL can only be installed on a copper pair. Some telephony providers will install a different telephone line to what Telstra does. Unfortunately ADSL will not work on anything but a copper pair.
Incompatible Product
There is a product on your telephone line that is not compatible with ADSL. You will need to check with your telephony provider to check what this product maybe, and to have it removed.
I've just applied for the service but I’ve changed my mind and want to cancel the application.If you wish to cancel your application after it has been submitted to our wholesaler and prior to the service being installed, a fee of $200.00 (inc GST) will be charged. Can I fast transfer to Primus from another Internet service provider?Yes. Primus currently participates in the Fast Transfer process on the Telstra Wholesale Broadband network so you can Fast Transfer your Broadband connection to Primus with a minimum of fuss from your current Internet service provider providing they also participate in the Fast Transfer program. Check the list below to see if your current Internet service provider particpates in the Fast Transer program.
Getting Connected:Getting Connected:Can I 'Self Install' the service, if so how? Yes, if you have sufficient knowledge on how to install additional devices and software on to your computer you may like to try your hand and installing the service yourself and saving on the installation fee. Easy to follow instructions are provided with the Self-Install kits which will assist in guiding you through the process.
My modem was couriered out today, how long before I can expect it to arrive?Depending on which State of Australia you live in, delivery times can vary – see the table below for a guide on a per state-by-state basis: | State | Expected Delivery Times |
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Australian Capital Territory | 1-4 Business Days | New South Wales | 1-3 Business Days | Northern Territory | 1-5 Business Days | Queensland | 1-3 Business Days | South Australia | 1-2 Business Days | Tasmania | 1-3 Business Days | Victoria | 1-2 Business Days | Western Australia | 1-5 Business Days |
These expected delivery times are provided as estimates and due to circumstances that may be out of Primus Telecom's control; delivery of packages may be delayed.
My modem hasn’t arrived, what can I do? If you modem has not arrived within the expected delivery times mentioned above, contact the Primus Telecom Provisioning team and quote your service number. A representative will follow up and advise the status of the package.
Can I use an ADSL modem that my previous ISP gave me or one that I have purchased?It is possible that you can use an ADSL modem that was provided to you from your previous ISP or one that you have purchased provided it is listed as a Broadband ADSL modem approved by Primus Telecom. Click here to view the approved hardware section.
What ADSL modems have been approved for use on Primus' Broadband ADSL service and which ones will Primus Telecom support?Please see the approved hardware section for more information.
Does it matter which brand of ADSL modem I use?You must ensure that the ADSL modem you have is approved for use in Australia by the Australian Communications Authority. Keep in mind if the modem is not listed in the approved hardware list customer will receive limited support for the ADSL modem.
Will I need any other hardware besides an ADSL modem? If you select the ‘Bring Your Own Modem’ setup fee, you need to ensure you have the basics such as; an ADSL modem, In-Line Filters, Network Card (if using an Ethernet Modem) Otherwise, Primus Telecom can supply you with all the required hardware.
Using the Service:How can I track my download usage or change my password?Upon signing up to Primus Telecom, customers are given access to the Account Toolbox, which allows them to track download usage, change your password, manage your personal web space and add extra E-Mail boxes. The Primus Account Toolbox is located at: https://toolbox.iprimus.com.au/
How often is my usage updated?Usage statistics in the Account toolbox are updated every 24 hours.
What day of the month will my download usage reset?Your download usage will reset on your billing anniversary date#. To find out what your billing anniversary date is, look under the Account Information area in the Account Toolbox for ‘Member Since’ (e.g.: If you were a member since 24/01/2002, your billing anniversary date is the 24th of each month) # The usage accumulated in sessions which have started in any given billing period, will be calculated in the same billing period irrespective of your billing anniversary date. E.g. if your session starts at 11pm on the 24th of the month and you complete the session at 8am on the 25th, any usage in this session will be calculated towards the period ending the 24th. If you require futher clarification on this please contact Primus Telecom's Customer Service.
Can I change my Primus Broadband ADSL plan? Are there any extra costs associated with changing from one plan to another?If you wish to change plans within the Flexible Broadband Plan range, there are no additional charges. If you wish to downgrade to a Starter plan 100MB, there is a $45 plan change fee. Plan changes will not take effect until the end of your current billing period.
Does Primus Telecom offer any special services like On-line Gaming servers or File mirrors?Primus Telecom offers the following additional Internet or ISP services: If you have any suggestions for more additional services, please email feedback@iprimus.com.au with your comments. Do these additional services account towards your monthly download limit?At the time of writing, these services DO count towards your monthly download limit. This may change in the future so please keep checking the Primus Web site for updates Can I cancel the Service?If you wish to cancel the service before the end of your contract, you will be liable for all set-up, modem, installation and monthly access fees that you would have paid had you not cancelled the service prior to the end of the contract period. If you choose to cancel the service after your contract period has finished, you will be liable to for the current month’s access fee at the time of cancellation. If you choose to cancel the service prior to installation, please click here for more information.
What is the maximum size e-mail I can send and receive with Primus?You are given 10Mb of e-mail space. E-mail messages can be up to 2Mb in size. Primus may without notice delete any e-mail sent to the customer if the e-mail is greater than 2Mb in size. Primus may without notice delete any e-mail if the e-mail has not been deleted within 90 days of becoming available to you. How long can I store my e-mails on the Primus server?90 days. Primus may without notice delete any e-mail if the e-mail has not been deleted within 90 days of becoming available to you.
How secure is the Service?Do I have to take any extra precautions against hackers or Spam, compared to dial-up.Yes, while the same security issues still exist with Broadband as they do with Dial-up,
What extra precautions should be taken due to the ‘always on’ feature of the service.Please refer to our Security, Virus and Hacking FAQ for information on how to take extra precaution against these issues.
Technical Information:Will I need any additional hardware in order to use the Primus Broadband ADSL service?If you select either a USB or Ethernet Modem Option upon applying for the Primus Broadband ADSL service, all the required hardware will be provided to you. If you select the ‘Bring Your Own’ modem option, you may or may not need any additional hardware. Ensure that you have an ADSL modem, Network Interface Card (NIC for Ethernet modems only) and an In-Line filter. If you require any additional hardware, this can be purchased from Primus Telecom by contacting our Sales department on 1300 85 48 48.
What’s a better ADSL modem? USB or Ethernet?Both USB and Ethernet ADSL modems perform the same functions, the choice is more based on convenience and what suits your needs. You may choose to use a USB modem in the following cases: - You have a spare USB port available*
- Your computer is still under manufacturer warranty which forbids you from opening the case of the computer and installing non-manufacturer approved hardware.
- You do not have a spare power socket available for a power pack.
* This spare port needs to be directly from the computer and not from a USB hub. Connecting a USB modem to a USB hub may degrade the performance of the USB modem and in most cases not work at all. You may choose to use an Ethernet modem in the following cases: - Where you do not have any USB ports available or are using a USB Hub.
- You may have a Network Interface Card (NIC) already installed in your computer.
- Where your computer may not be powerful enough to drive a USB ADSL modem.
- Where you are using the Microsoft Windows NT 4.0 Operating does not support USB.
Can I have a static IP address with my Residential Primus Broadband ADSL account?Primus Telecom does not provide static IP addresses with it’s Residential Primus Broadband ADSL accounts. If you require a static IP Address we suggest you consider Primus’ Business Broadband ADSL plans.
Can I connect a network of computers to the Primus Broadband ADSL service? Customers wishing to connect a network of computers to an Primus Broadband ADSL service can do so at their own risk. Primus Technical Support will not support networked computers and will ask customers that they connect their Primus Broadband ADSL connection to a stand-alone PC for troubleshooting queries.
What are In-Line Filters, do I need to use them?In-Line filters or Micro-filters are small devices that are installed between the phone socket and a telephone device (e.g. telephone, fax or answering machine). These filters are specially designed to filter out noise, which can come about after having an ADSL service enabled on your phone line. You will require an In-line filter installed between every telephone device (e.g. Telephone, fax or answering machine) except your ADSL modem. In the case where you need 3 or more In-line filters, it is suggested that you install a Central Splitter (see below).
How do I install an In-Line filter? Instructions on how to install an In-Line filter can be found in our Service and Support area pages.
What are Central Splitters? Are they better than In-Line Filters? Central Filters perform the same function as an In-Line filter, however instead of being installed between each phone socket and each telephone device, a Central Splitter is installed in the roof of your premises and is hardwired, eliminating the need for individual filters. The following are some circumstances where you will require a Central Splitter to be installed: - More than 3 phone sockets in a premises.
- Where you have a monitored alarm system installed.
- Where In-Line Filters do not sufficiently reduce the noise on the telephone line as a result of the ADSL service being enabled.
If a central splitter is required, our contractor will advise you of the cost and installation charge.
Do you allow customers to run servers or server-type applications with Primus Broadband ADSL?No, As outlined in Primus’ Standard Form of Agreement under Section 4, clause 4.12.
What happens if my Primus Broadband ADSL service is unavailable due to an outage? If your Primus Broadband ADSL service is unavailable, you can dial-up to Primus utilizing your ADSL username and password. There are no additional per hourly charges for this service. By dialing up to Primus, you will incur local call costs that would have not otherwise have been applicable with your Primus Broadband ADSL service.
Are there any known issues with the ADSL equipment Primus Telecom provides?Primus Telecom rigorously tests the equipment it supplies to it’s customers in order to ensure our customers are using the highest quality equipment available. However with each computer having different hardware and software configurations, there are occasionally issues, below is a list of known issues: D-Link DSL-200 USB ADSL Modem If you are using VIA chipsets on your motherboard, in particular motherboards using the VIA VT8366/VT8233 chipsets, make sure the motherboard is using the latest BIOS version (preferably support USB on UHCI). Please contact your motherboard vendor for the download details or you could try http://www.viatech.com WARNING: BIOS upgrade might potentially corrupt the motherboard if manufacturer instructions are not followed closely. This should be performed by a qualified PC supplier. For more information, please visit the D-Link DSL-200 FAQ’s. If you cannot resolve this issue, please contact the Primus Telecom ADSL Provisioning team on 1300 85 85 85 who can arrange a modem swap-out with another brand (if available) or an Ethernet Modem.
Support:What Internet applications will work over the Primus Broadband ADSL service?All your standard Internet applications will work with the Primus Broadband ADSL service, including Internet Explorer and Outlook Express and some cases you’ll be able to use applications that you may not have been able to use to its full potential before like Windows Media Player, Real Player and applications that demand a large amount of bandwidth.
My modem is plugged into my phone line however the modem is not getting 'Sync'.There are a few quick checks you can make to try and rectify this: Ensure the modem is powered, either by ensuring the modem is plugged into the USB port of your computer or the power pack is plugged into a working power socket. Ensure the telephone line which ADSL was enabled on, is plugged into the modem Ensure there are no In-Line filters installed between the phone socket and the ADSL modem.
If the modem is still not reporting ‘Sync’ after making these checks, please contact Primus Technical Support on 1300 85 11 85. Whenever I pick up the handset of my phone, my Primus Broadband ADSL connection drops.This is usually due to having incorrectly placed In-Line filters. Please ensure that the In-Line filters that were provided to you are installed between all telephone devices sharing the telephone line and their sockets except for the ADSL modem. If this problem still exists after having checked the filters, please contact Primus Technical Support on 1300 85 11 85. Every time I try to use my telephone to make a call, I hear a faint / loud buzzing noise.This is usually due to having incorrectly placed In-Line filters. Please ensure that the In-Line filters that were provided to you are installed between all telephone devices sharing the telephone line and their sockets except for the ADSL modem. If this problem still exists you may require the installation of a Central Filter, please contact Primus Technical Support on 1300 85 11 85. Every time I try to connect it keeps telling me I’ve got the username / password incorrect?If you are receiving a username / password error, make the following checks: - Ensure you are entering your username and password correctly (passwords can be a combination of upper and lower case letters).
- You are adding the ‘@primusdsl’ realm to the end of your username (eg: adsluser@primusdsl) and all in lower case.
- The Caps Lock key is not on.
If this problem still exists, please contact Primus Technical Support on 1300 85 11 85. I am experiencing other problems with my ADSL service, what do I do and who should I contact?If your problem cannot be resolved by reading this FAQ or by locating a resolution in the Primus Service and Support pages, please contact Primus Technical Support on 1300 85 11 85.
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