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General FAQ for Customers
Dial Up
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What Dialup Number do I use to connect?
Adam Internet has several different Dialup accounts which all use individual dialup numbers. We recommend calling your telephone provider before using any dialup numbers to confirm that local call charges will apply. Adam Internet cannot be responsible for any charges you may receive from dialing into the service. Listed below are the different dialup numbers for each account type (only to be used in metropolitan Adelaide);
- Bonus-Blocks - 8275 4000
- EZDial - 1832 8275 4070
- Digital Lifestyle - 1832 8275 4010
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What if i'm dialing from outside the Adelaide metropolitan area?
If you are dialing from outside the Adelaide metropolitan area, we recommend dialing 0198 331 341. If you are using this number to dial in, you will need to change your username in the dialup settings to username@adam.com.au (where 'username' is replaced with your main Adam Internet username). If you believe that you should be using the above number, you will need to first contact the Adam Internet help desk to flag your account to use the number.
We recommend calling your telephone provider before using any dialup numbers to confirm that local call charges will apply. Adam Internet cannot be responsible for any charges you may receive from dialing into the service.
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Do my Dial Up hours expire?
Bonus-Blocks have no expiry date, as long as you use one minute every three months to keep your account active. If the account remains inactive for more than three months, an administration fee of 10 hours per inactive month applies. If you are on an EZDial account, your account is paid for monthly and does not expire.
ADSL
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What is ADSL?
ADSL (Asymmetric Digital Subscriber Line) is a technology for transmitting digital information at high bandwidths on existing phone lines. Unlike a regular dialup phone service, ADSL provides a continously-available 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. ADSL simultaneously accommodates analog (voice) information on the same line. ADSL is generally offered at downstream data rates from 256 Kbps to about 24 Mbps (ADSL2+).
ADSL connection to broadband makes better use of your existing phone lines. A Plain Old Telephone Service (POTS) consists of a twisted pair of wires. ADSL utilises the unused potential capacity of these wires by sending and receiving data at a different spectrum.
With a dialup service, you are making a local call every time you connect to the internet. However, ADSL is an always-on service, with no need to dialup, saving money on dialup calls.
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What is ADSL2+?
Adam Internet offers AdamDirect ADSL2+, a broadband service that is capable of reaching speeds of 24000k/1000k instead of the 8000k/384k maximum of standard ADSL. It runs off of Adam Internet's own equipment in many AdamDirect enabled exchanges across Adelaide.
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Will I get the full 24000k/1000k speeds on AdamDirect?
24000k/1000k is the maximum possible speed of an AdamDirect service. As the distance from the exchange increases, the speed will decrease accordingly. This decrease is affected by the quality of your phone line, including the internal wiring of your house. It is impossible for Adam Internet to determine the attainable speed prior to your service being active. As a general rule, we will only connect your service if your line will support 1500k or better. Based on a sample of existing AdamDirect customers, the average connection speed obtained is between 6000k/1000k and 8000k/1000k.
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Is ADSL available to me?
ADSL is available to most areas in Adelaide. However, there are several reasons why ADSL may not be available to you. Some examples are;
- ADSL is not available at your telephone exchange (Some exchanges around Australia do not yet support ADSL)
- Incompatible Infrastructure (such as pair gain and RIM services)
- ADSL is only available on a Standard Telephone Service; Pre-Paid and ISDN Lines are not supported.
If you would like to find out if your number supports ADSL, you can use the number checker on our website.
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I have ADSL already. Can I switch to Adam Internet?
If you have ADSL with a rapid transfer supported provider, you can transfer with minimal downtime. If your ISP does not support this, or you have ADSL2+ with another provider, you will have to disconnect and apply with Adam Internet. You are not able to rapid transfer to ADSL2+.
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If I move house or change my phone number, will this affect my connection?
You will have to complete a relocation form with Adam Internet with your new details so we can transfer your connection to your new residence. Moving your ADSL connection incurs a relocation fee. We recommend you contact our help desk on 8423 4000 to test your new number for ADSL eligibility and to confirm the fees for your relocation. Once you are ready to submit a relocation, you can do so from our Members Services Area, under ‘Connection Manager’.
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If I change my voice provider or the name on my telephone account, does this affect my ADSL service?
If you make any alterations to your home telephone service, it will also alter the broadband on your line. If you are going to change any details on your account, you can notify Adam Internet via the Members Services Area, under ‘Connection Manager’.
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How come my exchange isn't on the AdamDirect exchanges page?
Adam Internet is working across Adelaide to enable telephone exchanges for ADSL2+. If your exchange hasn't been enabled yet, chances are that it will be soon.
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How long does it take to connect to Adam Internet?
The standard installation time for ADSL and ADSL2+ is 5 to 10 business days.
Naked DSL
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What is Naked DSL?
Naked DSL is an ADSL2+ service that does not require a traditional phone service. If connected to Naked DSL, you will not have a dial tone on your phone line, this means you no longer have to pay a monthly phone rental fee to get broadband. All Naked DSL plans include AdamTalk (Adam Internet's VoIP service) free of charge, allowing you to make cheap phone calls over your Naked DSL service.
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How Does Naked DSL Work ?
Your phone line is transferred from the Testra phone network to Adam Internets AdamDirect (ADSL2+) network. Other then the loss of dialtone, Naked DSL works the same as other DSL services, all you need to do is set up broadband hardware on your end. If you purchase a modem from Adam Internet just insert the Installation CD and follow the prompts to get connected.
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What do I have to do to get on Naked DSL?
You can either sign up online [Here] or over the phone by calling 8423 4000. After applying, we will need to run some tests to find out if your residence can support Naked DSL, if you qualify, we'll then notify you of the date your line will be converted to Naked DSL via SMS.
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I have a fax on my phone line, will Naked DSL affect it?
Yes. A fax requires a dial tone to operate. As Naked DSL does not have dial tone your fax may not work. 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. As a result, fax over VOIP is not a supported Adam Internet service. If you require a fax on your phone line, we do not recommend you change to Naked DSL.
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Will Naked DSL affect other services that use my phone line?
Yes. Please note that any service that require a dial tone will not work in conjunction with Naked DSL. Examples of affected services:
- Monitored alarm systems
- Digital Pay TV Pay-per-view (Foxtel Box-Office)
- EFTPOS machines
- Vending machines
- Back to base VPN dialers
- Dial security cams (home monitoring)
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I am a current Adam Internet ADSL customer, can I get Naked DSL?
Yes. Existing Adam Internet customers can upgrade through the relocation manager in your Members Services Area by [Clicking Here]. Please note that at present there is an expected 10-20 working day transfer process for Naked DSL, meaning you will be without your broadband connection for that period. You can use your backup dialup account during this process.
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Can I cancel Naked DSL and get my phone line back?
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, you can contact 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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I've just received the date that my current landline phone service will be transferred over to Naked DSL. Will the transfer definitely occur at this time?
A technician needs to go out to the exchange to switch your line over to Naked DSL. In most cases they will meet the set appointment time. Sometimes they may not be able to make the appointment and they will let us know of a new date, which we will in turn will let you know about. It is important that someone is at the premises on the date of the Naked DSL installation appointment. If no one is home when the installation is scheduled to happen, a charge of $109 will apply and the appointment will need to be rescheduled.
Hardware
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How do I connect my ADSL filter?
If you have purchased an ADSL modem from Adam Internet, one ADSL line filter will be included in the box. This line filter fits between a phone device and the wall socket to which it is plugged into. To install the filter, simply disconnect the device, plug the short cable which is connected to the filter into the phone socket and connect the phone device to the other side of the filter.
You will need a filter on every phone device on the same line as your ADSL connection, except for the modem. If you have more than three telephone devices that require filtering, or a monitored security system, you will need an alternate piece of equipment called a 'central splitter'. This will filter all telephone devices in the house and needs to be installed by an approved technician.
If you have had ADSL in the past and upgraded to AdamDirect ADSL2+, you can use the same filters.
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Can I use my ADSL1 modem with AdamDirect ADSL2+?
You can use any approved ADSL modem to connect with ADSL2+, however you will only be able to obtain speeds of up to 8000k/1000k. To reach the potential 24000k/1000k you will need to purchase an ADSL2+ compatible modem.
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I have brought my own modem to use with Adam Internet. What are the settings I will need?
When your account is completed you should have received a message with the settings you will need. The most important ones you need to connect with Adam Internet are:
Encapsulation: PPPoE LLC
Your Username: In the format of username@adam.com.au
Your Password: ********
VPI: 8
VCI: 35
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What is the difference between a modem and a router?
A modem will send and receive the signals required for an internet connection, whereas a router will help forward the internet traffic. It is recommended that for a standard ADSL connection you purchase a modem/router. With this you will not need to establish connections manually and it may include a built in firewall to help with Internet security. Adam Internet can supply you with the latest ADSL2+ modem/routers, whether you are a new or existing customer.
Software
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Do I need Anti Virus / Firewall software?
A firewall will help reduce the possibility of unauthorised access to your computer. Although it is not mandatory to have a firewall on your computer, it is recommended that you use one with an ADSL connection. If you get a modem with an inbuilt router (modem/router), it may come with a firewall as standard.
It is highly recommended that you have an antivirus program installed on your computer. Once you have an antivirus program installed, you also need to ensure that it is always up-to-date. Most antivirus programs will actually update automatically. Adam Internet recommends VET as an antivirus solution. With new signups and account upgrades, there is a bundle you can choose that includes 1 year of virus protection.
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I want to set up my email program to get my Adam Internet email. What are the settings?
When your email program prompts you, enter these settings.
Username: (your username)
Password: (your password)
Incoming (POP3): mail.adam.com.au
Outgoing (SMTP): mail.adam.com.au
Ensure that secure password authentication is not ticked. Please note that Adam Internet only supports Microsoft Outlook and Outlook Express. If you use a third party email program, please consult the documentation for instructions on how to configure your email account.
My Account
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I haven't reached my quota in downloads, why am I shaped?
With each Adam Internet ADSL account, you will have several "bins" of data. You will have a data allocation on each of those bins that is equal to the data allocation of your chosen plan type. If you reach the data allocation for any of your bins, your account will be shaped across the board. Data bins will usually include; Downloads, Uploads and Local Data.
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How do I find out how much data I have used?
You can find out how much data you have used in the Members Services Area linked on the front page of the Adam Internet website. You can use your main Adam Internet username and password to log in and then click on the 'Usage Graphs' link.
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How do I add another email address to my account?
To add another email address to your account you can log into the Member Services Area on the front page of the Adam Internet website. You will then need to go into 'Email Manager', this area will allow you to delete and create email addresses on your account.
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How do I change ADSL Plans?
You can do this by logging in to your Members Services Area, and selecting the Change your ADSL Plan link on the sidebar. This will then ask you to confirm your username and password, and present the options available to you for changing your plan.
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How much quota does my email addresses have, and what happens if I go over quota?
Each email address you have with Adam Internet has a 50mb limit. Once you go over quota, any emails sent to your address will be returned with a notification for the sender that your mailbox is full. To prevent this from happening, we suggest that you ensure your mailbox is cleared of any unwanted messages and large attachments.
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What email program should I use with my Adam Internet email address?
You can use our webmail (http://webmail.adam.com.au) or if you want to keep copies on your computer instead, some popular programs for email are Microsoft Outlook and Outlook Express.
Troubleshooting
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My ADSL connection isn't working. What do I do?
Check for an ADSL or sync light on your modem. If this light is not on, powercycle the modem (unplug from the power for 10 seconds then reconnect it). If the ADSL light is continually flashing, or if it doesn't come on at all, give our helpdesk a call on 8423 4000.
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The ADSL light is solid, but there is no PPP light. What do I do?
Have you changed your password recently? If so, you will also need to update it in your modem. If you haven't, it may be worth checking to make sure those details are correct. Your username should be in the format of username@adam.com.au. If you have ensured your details are correct, and the PPP light is still not coming on, give our helpdesk a call on 8423 4000.
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The ADSL and PPP lights are lit on my modem, why can't I get webpages?
Check that all cables are connected properly between your computer and your modem. Powercycle the modem (unplug from the power for 10 seconds), and ensure that any security software is not blocking your browsing (does the page display when you disable your firewall?). If this does not solve your issue, give our helpdesk a call on 8423 4000.
Information
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