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Account Management and Billing
Q. Can I change connection plans?
A. Yes. As your usage of the Internet grows or changes, you can certainly change plans to one which may be better suited to your future usage patterns. You may change your plan once every three months at no charge, more frequent changes can be made but may incur an administrative charge. All plan changes take effect from the begining of the following month.
Q. I've purchased 12 months in advance. Can I change plans?
A. Yes. Our services are entirely flexible and we will work out the new advance purchase arrangements on a pro rata basis.
Q. What are my payment options?
A. Credit card payments are accepted on all plans and are required for monthly plans when paying by the month. NetSpeed currently accept Visa, Mastercard, American Express and Bankcard. If you prefer to pay via cash, cheque or money order you must join or renew your account for a minimum advance period of 3 months. Visit our Payment Options page for further information.
Dial-In Connections
Q. At what speed will I be connected?
A. NetSpeed's dial-in network operates on a 56k V.90 system, meaning that it can support modem speeds of up to 56Kbps. Not all telephone systems support 56k line speeds - in these instances, our system will transmit your Internet data as fast as you're able to receive it.
Q. Are there any session limits on my connection?
A. Yes, there is a 4-hour session limit. You may reconnect immediately after being disconnected. There is also a 20 minute idle timeout.
Domain Names
Q. What is DNS?
A. The Domain Name System (DNS) is a distributed internet directory service. DNS is used mostly to translate between domain names and IP addresses, and to control email delivery. Most internet services rely on DNS to work. If DNS fails or is too slow, web sites cannot be located and email delivery stalls.
Q. How do I register a domain name?
A. Firstly, check that your domain name is available via our domain name checker. If your domain name is available you can apply for registration and hosting online or contact NetSpeed on 02 6282 8282. Once your domain name is registered NetSpeed can set up your web space and domain email accounts.
Email
Q. I have a large email that I can't download
A. If you have an email over 1 MB in size your mail software may time-out, depending on the speed of your connection. If this is stopping you from downloading your email we suggest logging into your Webmail account - this system will allow you to read and remove emails without having to download them all in one go.
Q. What is my POP / SMTP server address?
A. For connection accounts your POP, or incoming server address is mail.netspeed.com.au and your SMTP, or outgoing server address is mail.netspeed.com.au also. If NetSpeed are hosting your domain email, your POP and SMTP server addresses will be mail.yourdomain eg. mail.xyzconsulting.com.au
Q. What do I do if I receive a message that says my mailbox is full?
A. The NetSpeed email system may send you this notification from time to time. The usual reasons for this are:
  • You have received a large email eg. one that has a large attachment
  • You have set your email program to not clear messages from the mail server after collecting your mail
  • You have not collected your mail from the server frequently enough to clear your mailbox (see below)
In all cases you need to delete any unwanted emails and reduce the contents of your mailbox on our mail server. Depending on the email program/client you are using and the reasons your mailbox is full, you will have to either go into WebMail and collect your email more often or change the settings on your email program/client such as Outlook Express to empty your mailbox when emails have been collected.
Q. I can't send or receive Email
A. There are several things that can cause issues:
  • Make sure the email address you're trying to send a message to is valid.
  • You may have exceeded your email size limit, or are trying to send or receive an email that is too large.
  • Your Internet account may be locked - call NetSpeed on 02 6282 8282 to clarify this.
  • There may be an issue with the recipient's mail server, meaning that the machine handling the recipient's email is unable to receive emails.
  • You may have changed your email password online, but still need to update it in your email program settings. Refer to Setting up your PC for further information.
If you require technical assistance, contact NetSpeed technical support on 02 6161 8282.
General
Q. What is a 'download'?
A. A download is classed as any files that are transferred to your computer over your NetSpeed Internet connection. These can be in the form of web pages, email messages, software and so on.
Q. What are your technical support hours?
A. Technical Support hours are between 8:00 am and 8:00 pm on weekdays and between 9:00 am and 1:00 pm on Saturdays. Our network is monitored remotely outside these hours and any faults with our services are attended to immediately. Furthermore, technical staff are available on an on-call basis at call-out rates.
Q. What is your national dial-in number?
A. 0198 333 124 - All of our connection settings can be found here
Q. What is your 'Off-Peak' service?
A. NetSpeed were the first ISP in Canberra to introduce free off-peak downloads. Most of our connection plans come with an off-peak quota. Any downloads made during our off-peak times, and within your off-peak quota, are not counted towards your monthly download total - in other words they're completely free. Our off-peak times are between 12 midnight and 7AM. Refer to our Off-Peak Policy for details.
SPAM and Viruses
Q. Switching the NetSpeed SPAM Filter on and off
A. You may switch the NetSpeed anti-SPAM service on and off online via your secure Customer Toolbox.
  • Firstly, you must log in to the Toolbox.
  • Once you have done that, select the Email Management option.
  • You will be presented with a list of email accounts associated with your NetSpeed account.
  • Clicking on the 'X' icon in the SPAM column, alongside any of the email addresses, will toggle SPAM filtering on or off for that email account.
TransACT Connections
Q. Can I use my NetSpeed account from more than one computer?
A. Yes, but multiple simultaneous logins to the same account will all be factored towards your monthly download allocation. If you have a permanent IP Number you cannot use your TransACT connection from more than one computer simultaneously. For TransACT accounts only one login is possible, at one time, through a single set top box.
Q. At what speed will I be connected?
A. When you sign up with TransACT, you get the option of choosing the speed you want to connect at. Using the TransACT set top box, you can choose 256Kbps, 512Kbps or 1Mbps. If you require greater speeds than this, TransACT offers a dedicated modem delivering speeds beginning at 1Mbps download and 128Kbps upload, through to 10Mbps symmetrical (download and upload).
Q. Will my computer be able to use the TransWEB service?
A. The minimum recommended requirement, for PC, is that your computer be capable of running Windows 95. For Macintosh platforms, we recommend Mac120 as the minimum processing capability. To access TransWEB your computer must have a 10BaseT Ethernet card installed with appropriate working software, plus an operating system that supports TCP/IP communications. NetSpeed are able to assist you with this. Most computers bought over the last 12 months should be adequate.
Q. I need a network card - where can I get one?
A. NetSpeed can supply and install a TransACT-compatible network card. Simply drop your computer into our Phillip office after 8am weekdays - installation and setup can normally be performed the same day and one of our technicians will contact you when your computer is ready to be picked up. Installation is free - the network card carries a hardware cost of $49.95
Q. I'm running a network at my business. Can I have a permanent IP address?
A. Yes. If you require a permanent IP address to run a business network or email server, NetSpeed will allocate you one at a rate of $110.00 per annum. All NetSpeed BusinessPlans include a permanent IP Number. This is not for the purposes of operating a virtual ISP.
Q. I'm already a NetSpeed customer. Will I retain my email address?
A. Yes. Your email address and password will remain the same. NetSpeed will provide instructions and support for connecting to our TransACT service.
Q. I'm already a NetSpeed customer. Do I have to pay a new setup fee when changing to TransACT?
A. No. When your TransACT account is activated, NetSpeed will simply bill you at the new monthly rate.
Q. What other benefits do I get with my NetSpeed TransACT plan?
A. Besides the high-speed connection and email address, you also get 50Mb of personal web space and an FTP account to build your own web page. You also get free expert technical support for any connection issues.
Q. I'd like my company web page hosted on your TransACT site. Is this possible?
A. Yes. NetSpeed maintain an array of Internet equipment at the TransACT premises that feature ultra-speed access to the Internet. Web page hosting on this equipment is charged at our competitive standard rate. See our Web Site Hosting page for details.
Q. What is NetSpeed's relationship with TransACT?
A. NetSpeed are what's referred to as a 'Content Provider', meaning that we provide services available via the TransACT network. NetSpeed are a locally-owned private company who not only fully support TransACT's services, but have the infrastructure to ensure you get the best of what the 'net's got to offer.
Web Design and E-Commerce
Q. Do NetSpeed provide automated online commerce?
A. NetSpeed support a range of payment gateway services including CommWeb, SecurePay and ANZ eGate. NetSpeed also provide development services to integrate your online purchasing system with almost any payment gateway solution. Contact NetSpeed TeamWEB on 02 6282 8282 for information or to arrange an appointment to discuss your requirements.
Web Site Hosting
Q. I'd like my company web page hosted on your TransACT site. Is this possible?
A. Yes. NetSpeed maintain an array of Internet equipment at the TransACT premises that feature ultra-speed access to the Internet. Web page hosting on this equipment is charged at our competitive standard rate. See our Web Site Hosting page for details.
Q. What database services do you support?
A. NetSpeed support database connectivity using Microsoft Access, SQL Server, MySQL, Oracle and other popular applications. There are setup fees involved when setting up some database applications.
Q. What platform do your web hosting servers operate on?
A. Our servers operate on the latest Windows 2000 Server platform. Other platforms such as Linux are supported as well as additional services such as secure server, dedicated server and telehousing. These services are provided on a quotation basis
Q. I want to use forms on my site - can NetSpeed help?
A. NetSpeed provide a free generic form handler for our hosting clients - details are available on our website. We also provide custom development services for creating online forms.
Q. I want a hit counter on my site - can NetSpeed help?
A. NetSpeed provide a free hit counter for our hosting clients - contact us for details. We also provide full web site statistics at competitive annual rates.
Q. Where will my web site be located?
A. All NetSpeed-hosted sites are located at our TransACT broadband facility, which provides a Multi-GB ethernet link to the TransACT system. This equipment is protected via multiple firewalls, uninterruptable power supply and various physical security measures.
Q. What web server extensions are available?
A. NetSpeed supports most major server-side extensions and scripting languages including Frontpage, Cold Fusion, Active Server Pages, PHP, PERL/CGI and more. NetSpeed also support database connectivity using Microsoft Access, SQL Server, MySQL, Oracle and other popular applications.
Q. What disaster recovery procedures are in place?
A. Disaster recovery procedures include the mirroring of all stored data and the daily backups of all servers. Dynamic replication of databases to secondary servers can be facilitated to meet your backup requirements. Backup tapes are generated and stored off-site daily at our warm-site.
Q. How do I make changes to my web site?
A. Access to your webspace is provided via FTP, and an FTP account is set up for our clients as part of the normal domain hosting services. Setup of an additional FTP account carries a once-off fee of $55.00 per setup. NetSpeed also support FrontPage publishing extensions. See our FTP Help page for instructions on how to set up your FTP account.
Q. How do I register a domain name?
A. Firstly, check that your domain name is available via our domain name checker. If your domain name is available you can apply for registration and hosting online or contact NetSpeed on 02 6282 8282. Once your domain name is registered NetSpeed can set up your web space and domain email accounts.
More questions? Contact NetSpeed on (02) 6282 8282 or via email at admin@netspeed.com.au

 

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