Frequently Asked Questions

Naked DSL explained

Q: What is Naked DSL?

A: Naked DSL is an ADSL2+ broadband internet connection that doesn’t require a traditional phone (landline) service. This means you no longer have to pay a monthly phone rental fee to get broadband. A broadband phone service called iiTalk is included with your Naked DSL service allowing you to make cheap calls over your broadband connection.

Q: Can everyone get Naked DSL?

A: Most people can get Naked DSL, but not everyone. Naked DSL is available in areas covered by our ADSL2+ broadband network (the iinetwork). There are a few conditions that affect your ability to get Naked DSL at your home, and we can do these checks when you apply with us. Register your interest and we’ll stay in contact while you wait for your Naked DSL to arrive.

Q: I’ve always needed a phone line to get broadband. Why don’t I need a phone line now?

A: You don’t actually need a phone line for broadband; what you need is the copper wire that runs from your local telephone exchange to your home. Because iiNet has its own broadband equipment installed in telephone exchanges across Australia, we have more control over what services run down your copper line.

Q: Can I keep my current phone number?

A: Yes. We can take your current phone number and transfer it over to your iiTalk broadband phone service. Your friends and family still ring the same number to get hold of you.

Q: What sort of speeds can I expect on Naked DSL?

A: Naked DSL offers ADSL2+ speeds as fast as your line can go. ADSL2+ typically provides download speeds much faster than standard ADSL. More than half of our ADSL2+ customers experience speeds in excess of 10,000kbps with a small percentage clearing 20,000kbps, up to 24,000kbps.

Below is a list of the different factors that impact on broadband speeds:

  • the distance you are from your exchange;
  • internet traffic congestion;
  • the quality of your line;
  • signal strength;
  • the number of joins in your line;
  • the speed of the websites you visit; and
  • factors within your home such as unfiltered devices and lengthy phone cords.

In addition, you may require new ADSL2+ compatible hardware to access speeds up to 24,000kbps. If you are an existing customer you can purchase new ADSL2+ hardware through toolbox.

Q: I run a small business. Can I buy a home Naked DSL plan?

A: Absolutely. However, our business Naked DSL plans have additional business features (such as more mailboxes, extra webspace and a static IP) that aren't available on regular home plans. Check them out at http://www.iinet.net.au/products/business/broadband.html

Q: What hardware does Naked DSL require?

A: The same hardware you’re currently using for broadband. The only difference is you’ll need a VOIP compatible modem or VOIP adapter if you want to use the included broadband phone service.

Q: I am a current iiNet broadband2+ customer, can I get Naked DSL?

A: Yes. See our Naked DSL upgrades/relocations FAQ for more details.

Q: Can I use a back-up dial account when my Naked DSL is down?

A: No. You won't be able to use a backup dial-up account as you no longer have a landline phone service to dial up with. That said, you can still access your email online through the webmail system from any internet connection you can get to.

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Availability

Q: Can I get iiNet Naked DSL anywhere in Australia?

A: iiNet Naked DSL is available in areas covered by our national broadband network. To find out if your area is covered use the number checker on the iiNet website or during the signup process.

Q: Can everyone get Naked DSL?

A: Most people can get Naked DSL, but not everyone. If you make an application, we'll let you know if you qualify. Here's a quick eligibility checklist:

  • You must be in an area covered by the iinetwork
  • Your phone line must be with Telstra or a Telstra reseller
  • Your phone line must pass a series of compatibility checks (we'll take care of this)
  • If you don't have an active phone line, there needs to have been a Telstra phone line previously connected at your premises. Just look and make sure that there's a phone socket in your house.
Q: Who can't get Naked DSL?

A: There are certain criteria that will disqualify you from being eligible to get Naked DSL:

  • Customers in areas not covered by our ADSL2+ network
  • Customers with incompatible phone services including those on pair gain/RIM equipment
  • Customers with services that require a landline phone service to work properly (eg monitored alarms, fax). Please see the affect on phone services section for exclusions.
  • Customers on phone networks other than the Telstra network (including Telstra resellers)
  • Customers with complex services on their phone line (eg ISDN, line hunt, fax stream duet)
Q: My phone line is with AAPT/Optus. Can I get Naked DSL?

A: If the line is a Telstra (or Telstra reseller) phone line, you can get Naked DSL If the line is directly owned by another phone carrier, you won't be able to get Naked DSL.

Q: I haven't been able to get ADSL on my line before as my house is too far from the exchange to support ADSL. Will I be able to get Naked DSL?

A: Unfortunately no. If your line can not support at least ADSL2+, it won't be able to cope with Naked DSL.

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Affect on phone services

Q: Will Naked DSL affect services that use my phone line?

A: Yes. You should be aware that any service that uses your phone line won't work. Examples of affected services:

  • Fax machines
  • Monitored alarm
  • Vending machines
  • Back to base VPN dialers
  • Fax
  • Dial security cams (home monitoring)

For example: if you have a monitored alarm installed in your house, it uses your phone line to send updates to the security company. This service will no longer work once your phone line is disconnected to Naked DSL.

Current iiNet Belkin modems will allow services such as EFTPOS, and Pay TV features (eg voting/purchasing box office movies) to work over Naked DSL. To run either of these and your VoIP at the same time, simply connect any standard double adapter to the VoIP port on your Belkin modem, and then connect your VoIP phone to one port and the Pay TV/EFTPOS line into the other.

Q: I have a fax on my phone line, will Naked DSL affect it?

A: Yes. A fax requires dial tone to operate. As Naked DSL does not have dial tone your fax may not work. iiNet recommends that you do not purchase this product if you have a fax.

Faxes can often be configured to work over VOIP, but using a fax over VOIP may be unreliable and will not work for all customers in all scenarios. As a result, fax over VOIP is not a supported iiNet service.

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Quotas

Q: Will iiTalk affect my quota?

A: iiTalk only uses small amounts of data (around 2-3 KB a second) and only iiTalk uploads will be added to your quota. Even if you go over your monthly quota, your iiTalk service will not be affected.

Q: What is off-peak time?

A: For customers on Naked DSL, off-peak quota time runs from 2am to 12 noon local time. The exception is for the Northern Territory - quota times for NT are based on Adelaide time because of how our network is set up.

Q: What is counted towards my monthly quota?

A: On Naked DSL uploads and downloads are counted towards your peak/off peak usage (quota). To compensate for this we've effectively doubled the quota on Naked DSL.

Q: Will iiTalk be affected if I go over my monthly quota?

A: No. If your Naked DSL account is shaped, your iiTalk is not affected.

Q: What is shaping? What happens when I exceed my quota?

A: Shaping is what we call it when we slow down your connection speed once you go over your quota allowance for the month. Shaping for Naked DSL is 64kbps for incoming traffic (downloads) and 128kbps for outgoing traffic (uploads).

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Signing Up

Q: How do I sign up and connect to Naked DSL?

A: You can sign up online or over the phone with one of our sales team by calling 1300 796 493. Make sure you have your credit card or direct debit details handy.

Q: How long does it take to connect to Naked DSL?

A: The connection process takes about 10-20 working days from the time of application.

Q: Will I be updated during the application process?

A: During the application process we'll email you when we have an estimated connection date, and again when your service is ready to use. If you purchased hardware, you'll receive that a few days afterwards.

Q: What happens to my current phone number?

A: We can turn your current landline phone number into an iiTalk number so your friends and family can still call you on the same phone number they've always called - you just need to request this during the sign-up process.

Q: Do I need to cancel my phone line before applying for Naked DSL?

A: No. Please sign-up for Naked DSL on your existing phone number. We'll take care of the rest.

Q: I currently have broadband with another provider. How long will I be without broadband for?

A: You could be without broadband for up to 20 business days until the Naked DSL service becomes active.

Q: How long will I be without my phone service?

A: You can make phone calls right up until the time your Naked DSL transfer occurs (you'll receive an email advising you of that date). Once the transfer occurs you could be without a phone line for few days while we activate your iiTalk service.

Q: I have two phone lines. Can I put Naked DSL onto the second line and then cancel my first phone line?

A: Yes you can.

Q: What is the phone service account number that I am asked to provide during application?

A: The Telstra/Telstra reseller account number is the account number associated with your phone bill. It is normally found in the top right-hand corner of your phone bill. In order to move your number across to iiNet, you must provide this information, and it must be correct. If you are not sure of your account number, please call your phone provider.

Q: What is an inactive phone line?

A: This is when a phone line has been connected to your house (i.e. you have phone sockets), but no current phone service uses those sockets to make or receive calls.

Q: I am moving to a new location. Do I need to connect my phone before applying for Naked DSL?

A: If there was previously a phone line connected at the new premises (including a wired wall phone socket), you can apply for Naked DSL without currently having a live phone service.

If there wasn't previously a phone line connected at the premises you would need to connect a phone service before you can apply for Naked DSL.

Q: I recently disconnected my phone line. Do I need to reconnect it before I apply for Naked DSL?

A: No, you don't need to. Make an application online or by calling 13 19 17 and select the option 'I have an inactive phone line'.

Q: Am I required to be at home when Naked DSL is connected?

A: The only time when you are required to be at home is if you do not have a working phone line at your house (ie there has never been a phone connected previously). During this process an approved technician may need to gain access to your house to test your line. If you are not home during your specified appointment period, we may need to reschedule a second connection appointment, at a cost of $109 to you.

Q: Will the technician always visit my premises?

A: No. They will only visit your premises if they deem it is necessary to successfully complete the cutover. Again, we understand this may be frustrating as you will have gone out of your way to be at home. This situation only applies to customers without a working phone line at home (if you have a phone line at home that has previously been used but is currently disconnected, then this situation does not apply to you).

Q: Will I be able to use Naked DSL and iiTalk immediately following the connection appointment?

A: The work done by our approved technicians is just one of a few things that need to happen to get your Naked DSL service up and running. Once we receive formal notification that a Naked DSL connection has been completed, we go about making your account active. Once active, you will receive an activation update email with your iiNet username and password. Your iiTalk service will go active as soon as possible after the Naked DSL activation - we will let you know once it is ready to use.

Q: Can I cancel Naked DSL and get my phone line back with my old provider?

A: If your phone line was with Telstra you can ask them to reconnect your old service, this process can take up to 5 weeks. For more information on returning your phone number to Telstra call Telstra on 1800 804 698. If your phone service was with another provider you will not be able to reconnect your old number. If you cancel directly with us it will be quicker, however when you reconnect a new phone service with another provider you will be automatically allocated a new phone number.

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iiTalk

Q: How can I make a VOIP/iiTalk call?

A: Simply pick up the telephone handset that is plugged into your VOIP-enabled modem and dial the number in the same way as you always have. You can ring anyone, anytime anywhere.

Q: Who can call me?

A: With iiTalk you will receive your very own VOIP telephone number so anyone can call you, even if they don't have an internet connection. Friends/family simply dial your iiTalk number from a standard telephone and your telephone handset connected to your VOIP enabled modem.

Q: Can I use my computer and talk on the phone?

A: Yes, you can use your computer whilst talking on your iiTalk service. Your computer is not affected in any way.

Q: Can I take my phone adapter when I travel?

A: No. iiTalk works off your home or business Naked DSL connection.

Q: Does my computer have to be turned on?

A: No, your computer does not need to be turned on when you make a call, but your internet connection needs to be active (with your modem/router turned on).

Q: Can I call normal landline and mobile numbers?

A: Yes. You can make and receive calls like you do on a landline telephone service.

Q: How long will it take to connect iiTalk?

A: Your iiTalk service will be enabled after your Naked DSL service is connected.

Q: Can I make calls to 000 using iiTalk?

A: Yes, you can make calls to 000 from your iiTalk service. However, if your broadband connection is disconnected or your VOIP modem is not working, you can't make any iiTalk calls, including to 000. If your iiTalk service is suspended due to late account payment or otherwise, you can still make calls to 000 (and iiNet support).

Q: Will I be listed in the White Pages?

A: Not at this time.

Q: Is iiTalk a primary line service?

A: No, it is very important to note that our iiTalk service is not a primary line service. We do not offer a Customer Service Guarantee on this product.

Q: I'd like to use the iiTalk service included with Naked DSL - will there be a difference between iiTalk and my normal phone?

A: Making an iiTalk call over your broadband connection is pretty similar to making a regular phone call; the main difference is that you plug your telephone into the back of your modem, not directly into the wall. The quality may vary depending on the strength of your broadband connection - but with calls included to any fixed landline in Australia, your monthly bill will fare far better! Most people don't experience a noticeable difference in call quality.

Q: Can I get priority service/Disability allowance etc on iiTalk?

A: No. We can't offer this service because the iiTalk is not a primary line service.

Q: Will my existing phone optional services be available on iiTalk? Are there any features that will not be available with Naked DSL?

A: No. When you purchase Naked DSL, your phone line gets cancelled along with all its associated services (e.g. White Pages listing, etc). That said, the following features are included with your iiTalk service:

  • Voice mail
  • Call waiting
  • Voice messaging to email
  • Call forwarding
  • Do not disturb
  • Caller line ID delivery blocking
  • Call return
  • Three way calling

http://iinet.net.au/support/naked/faq/upgrades.html

Sign up for iiNet Naked DSL

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