What is ADSL/broadband?
ADSL stands for Asymmetric
Digital Subscriber Line. It is a technology used for transmitting digital information.
It delivers a high-rate data via existing ordinary phone lines to homes and
businesses. Unlike regular dial up internet services, broadband provides users
far greater speed and a continuous, available "always on" connection.
How does it work?
An ADSL modem will plug directly
into a telephone wall socket, and in-line filters need to be installed on other
telephony devices (phone, fax etc). The filter lets you use the internet and
the phone at the same time without any interference. A cable will run from
your modem to your computer providing the "always on" connection.
How fast is broadband?
Broadband's high-rate data
delivery offers internet speeds significantly faster than your average dial
up connection. However, your actual speed will vary depending on your phone
line quality, your distance from the telephone exchange and your network /
What are the benefits of broadband?
ClubTelco broadband offers
internet speeds significantly faster than a conventional dial up modem connection.
With a high speed internet connection, you can surf the web faster, stream
music and video, and enjoy on-line gaming with no interruptions or unexpected
Why choose ClubTelco Broadband?
At ClubTelco, we believe in
providing both quality service and value for money. Our simple and easy to
understand plans provide you with the flexibility to switch between plans to
suit your personal usage needs. ClubTelco broadband is also cost effective,
as you are able to enjoy further savings by bundling your broadband plan with
ClubTelco voice services.
What is ADSL2+ Broadband?
ADSL2+ is the next generation
broadband which delivers download speeds much faster than standard 256k broadband
subject to various constraints such as the distance from the telephone exchange,
quality of phone line, the number and type of other services using the line,
the capacity of the uplink and customer's modem/router. The major benefit of
super speed broadband is the ability to download and access information, movies,
songs and more, from the web in a fraction of the time. ADSL2+ allows you to
enjoy large file downloads faster, better quality of phone calls over the Internet
(VoIP). As well as the ability to run graphic intensive online gaming, online
streaming TV and radio.
Can I get a static IP with my ADSL service?
Yes - just contact us and we
can arrange this for you. There is no charge for a static IP address. Static
IP addresses are not available with our Naked DSL service.
Is the ADSL2+ upload speed determined by distance? Where is the max upload speed
The upload speed is not affected
by distance from the exchange as significantly as the download speed is. Slower
uploads will be experienced with increased distance from the telephone exchange,
but as a guide, users within 2km of their exchange should receive close to
maximum upload speeds.
What does ClubTelco ADSL2+ super speed broadband offer?
ClubTelco offers a range of
super speed broadband plans to suit various needs. Are you an occasional web
surfer or new to Broadband? We have a range of plans with generous download
limits so you can enjoy great value broadband. If you exceed these limits,
your account will be shaped (slowed) until the beginning of the next billing
cycle. You can also purchase a datablock to restore your service to full speed
by calling 13 TELCO (13 8352) or logging into MyAccount.
When is a broadband connection shaped (slowed)?
Your connection speed will
be shaped (slowed) when you exceed your download limits during either peak
or off-peak times. The connection speed will be restored at the beginning of
the new invoice run.
Do I need any special equipment to get ADSL2+ speeds?
Yes, you will need a modem/router
that is compatible with ADSL2+ to achieve ADSL2+ broadband download speeds.
You can purchase an ADSL2+ compatible modem/router from ClubTelco at the time
of signup. If your ADSL modem/router is only ADSL1 compatible, you will only
be able to achieve ADSL1 speeds
Will I need to reconfigure my modem/router for ADSL2+?
If you have been using a modem/router
with our ADSL service, which is already ADSL2+ compatible, you will not need
to reconfigure it. If you have previously used another Internet Service Provider,
then a new user name and password will be required.
Do I need an ADSL2+ compatible modem or router to use the ClubTelco ADSL2+ super
speed broadband service?
No, you do not necessarily
have to use an ADSL2+ compatible modem. If you only use an ADSL1 modem, the
maximum possible speed that you can get will be ADSL1 speeds.
How can I check if I can get the ADSL2+ service?
You can check to see if ADSL
/ ADSL2+ is available in your area by visiting www.ClubTelco.com.au. The service
qualification checker will give you a probable yes or no.
If I am a exisiting ClubTelco customer how do I upgrade to an ADSL2+ plan?
Start by visiting www.ClubTelco.com.au
and use the online service qualification checker to see if ADSL2+ is available
at your address. Please note, that the service checker can only give you an
approximate answer. You can then either contact ClubTelco by phone on 13 TELCO
(13 8352) or complete the enquiry field online. We will then contact you and
complete your plan change request.
What does it cost for an existing customer to upgrade to an ADSL2+ super speed
Changing to the new ADSL2+
service from any ClubTelco ADSL broadband (regardless of the speed, contract
length and plan) does not incur any plan change fees. If you choose to downgrade
your ADSL2+ plan there will be no plan change fee. With a wide range of ADSL2+
plans available, anyone can find a plan that suits their needs and budget.
Contact us on 13 TELCO (13 8352) for more details. Hint: when choosing the
right ADSL2+ plan for you, remember that your download usage is likely to increase
due to better ability to download and access information.
How long does it take to have my ADSL upgrade to the ADSl2+ service?
It usually takes up to five
working days from receipt of your ClubTelco service upgrade request, to the
upgrade of your new service. The upgrade is automatic and requires no system
changes from you. You will receive a confirmation email when your upgrade is
Can I transfer my current ADSL broadband service from another internet provider
to ClubTelco ADS2+?
Absolutely you can transfer
your service to us! Your exchange must be able to provide ADSL2+ and you must
live close enough to the exchange to receive our service.
Can I transfer my cable internet connection from Optus to ClubTelco ADSL2+?
Does the new broadband service affect my alarm system at home?
If you have a back-to-base
alarm system installed at home, you will need a central filter installed.
Does ClubTelco support a downgrade back to a ADSL1 plan?
ClubTelco's ADSL2 plans offer
far better value for customers than ADSL1. ClubTelco doesn't recommend customers
downgrade back to ADSL1 service. But yes of course you can change your plan
anytime you want.
What network is used by ClubTelco broadband?
ClubTelco uses both the Telstra
and Eftel networks for the delivery of DSL services.
Am I able to get ClubTelco broadband in my area?
If you currently have an ADSL service with a provider who supports Fast Churn
(fast transfer), and you are in an Eftel enabled exchange area, we will attempt
to connect your service to an Eftel exchange.
If you currently have an ADSL service with a provider who does not support
Fast Churn (fast transfer), we will attempt to connect your service to a Telstra
For new services, if you are in an Eftel enabled exchange area, we will attempt
to connect your service to an Eftel exchange, otherwise we will attempt to
connect you to a Telstra exchange
To confirm availability, the
telephone exchange you are connected to must be ADSL enabled by Telstra. Please
visit www.clubtelco.com and use the Service Qualification checker to see if
you can get ADSL / ADSL2+ connected.
Why am I unable to get ClubTelco broadband in my area?
You may be unable to get broadband
if you are too far from the local telephone exchange, there are no free ports,
or the local telephone exchange is not enabled.
What if my phone service is with another carrier?
We can provide you with ClubTelco
broadband if your telephone service is with another provider however you will
get a discount if you have both an internet and phone service with us. Additionally,
having all your services in the one package allows all costs to be itemised
on one easy-to-understand invoice.
If I have ISDN, am I able to get ClubTelco broadband
No. The ADSL broadband service
can only be connected on regular (PSTN) lines. If you have ISDN, you will need
to convert your lines back to PSTN. Please contact your phone provider to have
this done. Charges may apply.
What do I need to get Broadband?
How do I apply for ClubTelco Broadband?
To become a ClubTelco broadband customer you will need the following:
- The telephone line that you are connected to must be enabled for broadband
- Your computer must meet the minimum hardware and software requirements
- Do not disconnect your existing broadband service from your current supplier
to avoid loss of service - we will arrange this as part of the service transfer
Call ClubTelco on 13 TELCO
(13 8352) or complete a web based application form located at www.clubtelco.com.
Is there a cooling-off period?
Yes. If you have been contacted
by phone to signup to ClubTelco broadband and change your mind after signup,
you must advise us within ten business days from the date you signed up.
Can i change my ClubTelco broadband plan?
Yes! ClubTelco offers the
flexibility to change plans, and the freedom of switching at any time at no
cost. If you wish to change your monthly plan all changes will be effective
from the next monthly billing period.
How long will it take to process my ClubTelco Broadband Applicaiton?
It generally takes around
3 - 4 weeks depending on if it's a new connection or if you have an existing
connection that is able to be transferred from your current broadband supplier.
Are there any surcharges?
There are no surcharges for
plans launched after 1 December 2010 however some of the plans sold under the
gotalk brand do have a $10 per month surcharge if you do not have an active
phone service with us. Call us on 13 TELCO and we will discuss the best options
What are the minimum system requirements?
What type of modem do I need?
The minimum computer hardware
and software requirements that are required to install and use ClubTelco broadband
are outlined below. These requirements vary depending on the type of computer
you have, however ClubTelco supports both IBM Compatible and Apple Macintosh
computers. ClubTelco supports compatible modems using the Ethernet standard
of connectivity delivered through the following hardware and software combinations:-
- Processor: Pentium 233MHz
- Operating System: Windows 98/2000, Windows XP, Windows Vista or MacOS
9.0+ (with PPP support)
- RAM (MB): minimum 128MB (recommended 256MB)
- Internet Browser: Internet Explorer 6.0+
- Spare Ethernet port
ClubTelco can supply you with
a wired or wireless modem/router. If we have supplied you with a modem/router
you will require a network card which is usually built into most modern PC's.
You can choose to use your own modem, but ClubTelco cannot offer technical
support for equipment that we have not supplied.
What are the Modem configurations?
What are the ClubTelco broadband setup costs?
Will I need any additional hardware?
When configuring ADSL modems
for use with ClubTelco broadband, you should use the following settings:
- PPPoA (PPP over ATM) or PPPoE
- MTU size -1460
- Multiplexing method - VC-Based
- Virtual Circuit - VPI: 8 / VCI:35
Additional equipment may be
required to use the ClubTelco broadband service. In addition to the modem router,
you will also require line filters for all existing phone line connections
other than the ADSL connection to prevent interference occurring with your
What is a line filter?
Line filters are devices installed
between the telephone socket and the phone. Their main function is to separate
the data from the voice. If multiple line filters are required for your broadband
service to be enabled, you may need a central splitter or central filter.
What is a central filter/splitter?
A central splitter (also known
as central filter) splits the line providing a filtered line for your phone
or fax, and an unfiltered line for your broadband service. Central splitters
work the same as line filters, however the process of installation varies.
Unlike line filters, a central splitter is hardwired within your premises by
a licensed technician.
Do I need a filter / splitter?
Can I 'Self Install' the ClubTelco broadband service?
Line filter / splitters assist
in the prevention of unnecessary interference from your broadband service to
your telephone, fax or answering machine. A central splitter would be required
in the following circumstances:
- Multiple phone points located on site
- Where line filters have not filtered out sufficient noise
- Where a monitored alarm system is installed.
Yes ClubTelco recommends you
install your ClubTelco broadband service.
What type of IP address will I get with my ClubTelco broadband service?
With ClubTelco broadband you
will receive a dynamic IP address. A static IP is an address that is assigned
to a computer by an Internet Service Provider (ISP) and costs an additional
$5 per month.
How many email addresses do I get?
You can request up to 5 email
addresses at no extra cost (including your primary account). You can access
your email via an email client (eg. Microsoft Outlook) or through webmail.
Please note that email addresses are subject to availability.
Am I able to change my ClubTelco Broadband username?
No, ClubTelco broadband does
not permit username changes. However, ClubTelco does offer an additional four
email addresses that can be used. The original username set up at the time
of sign up will always be your connection username. Your username must be in
lower case letters and be between 4 and 16 alphanumeric characters. Hyphens,
periods and underscores will not be allowed. You can choose your own password,
and this must be between 4 and 10 characters and must contain at least 1 number.
Is there an Acceptable Use Policy?
Yes there is an Acceptable
Use Policy. Please visit www.clubtelco.com and review the terms and conditions
for a full explanation.
Who do I contact if I need support
Contact us at 13 TELCO (13
8352) for assistance. Our Technical Support team is available between 9am -
10pm (AEST) Monday to Friday, and 10am - 7pm (AEST) Saturday and Sunday.
How can I help prevent unauthorised access of my ClubTelco broadband service?
How do I protect my computer from unathorised access?
To maintain security on your
computer, ClubTelco recommends that you:
- Protect your password; keep it secure
- Avoid common words, names and dates
- Change it regularly and do not store it on your computer
- Use current anti-virus and firewall software
- Do not open suspicious emails or files from unknown sources
- Protect your family or business from unsuitable internet content and
password protect your wireless modem connection.
There are simple steps you
can take to ensure that your computer is protected. To confirm that your computer
is free from viruses and Trojans, make certain that you have and run the latest
anti-virus program on all your files and e-mails. Scanning your files and e-mails
for viruses and Trojans should be done on a regular basis.
How do I protect MyAccount from unauthorised use?
Unfortunately, people can
take advantage of your connection, which can end up costing you money, unless
you take precautions to minimise your risk. We strongly recommend that everyone,
particularly broadband customers, install reputable anti-virus software (and
keep it updated), as well as having a correctly configured firewall operating
at all times. Wireless networks should always be configured with hard to guess
user names and passwords to help prevent unauthorised access.
Why should I install anti-virus protection?
Unfortunately, computer viruses
are part of the internet. Viruses, Trojans and worms can damage your computer
settings and cost time, money and effort to rectify. It is recommended that
you purchase and install a reputable anti-virus software package to protect
you and your PC.
How can I be careful with my incoming e-mails?
Be careful when opening e-mails
from people you don't know. They may contain harmful viruses that can damage
your computer settings. You should use "Shift Delete" rather than just the "Delete" key
to get rid of suspect e-mails. Email is the primary access entry point of viruses
to your PC. Be wary of where you leave your email address when signing up to
Why should I update my software?
Software companies release
patches from time to time to overcome security holes in their product as they
are identified. It is important to keep your software up to date with the latest
security patches to minimise the possibility of your internet connection being
compromised. These patches are usually, but not always, provided free of charge
to their customers via the company's website. Please refer to your software
company for further information.
What sites can cause high usage?
Some websites need a lot of
traffic to flow between your PC and their site to function. You need to be
conscious of these sites. Gaming and streaming video sites are typically high
What precautions should I take while connected to the internet?
Security of your computer
and your ClubTelco account is your responsibility and you can greatly reduce
your risk by taking a few basic precautions. Remember, when you are connected
to the internet, the internet is connected to you. Keep your password and personal
details secure. Never give your details to anyone.
How will my ClubTelco broadband service be charged?
All ClubTelco broadband customers
will be required to pay a month by month access fee. For the first bill, you
will be charged a pro-rata amount up to the billing period and a full months
access in advance. If you have elected to purchase equipment from ClubTelco,
the total amount will also be invoice on your first bill, unless you have been
given an option to split the payments over a period of time. If you have purchased
datablocks to top up your monthly data allowance then these purchases will
also appear on your monthly bill.
What are the ClubTelco broadband payment options?
All charges must be paid on
the due date as shown on your monthly invoice. The following payment options
are available: credit card, Australia Post, Bpay, direct debit from a nominated
bank or credit card, or cheque.
How does direct debit work?
Where you have chosen the
direct debit method of payment your invoice will be debited via your nominated
bank account or credit card. This will be deducted once a month at the end
of the billing period for the entire ClubTelco invoice. Processing fees apply
if you are not a ClubTelco Member and are listed at www.clubtelco.com. The
total amount of your monthly invoice will be direct debited (ie broadband,
voice and all other services and charges if applicable). If the direct debit
fails or is rejected, ClubTelco reserve the right to pass on any charges that
we may incur due to the failure or rejection.
How do I stay in control of my bills?
1. You can check your usage
at any time by logging into MyAccount. You can also call our customer service
team on 13 TELCO for the same information.
2. You can restrict certain services (such as some call types and Premium SMS)
associated with higher fees.
3. We can contact you if we detect excessive usage on your account.
4. Some of our plans (including data plans) do not have any charges for exceeding
your limits (your speed may be reduced instead).
Can't find the answer to your question? Contact us by one of the methods below.
13 TELCO (13 83 52)
+61 3 9224 8000
10am to 7pm AEST - Monday to Friday
13 TELCO (13 83 52)
9am to 9pm AEST - Monday to Friday
9am to 8pm AEST - Saturday to Sunday