Internet Information

1. Providing your service
2. What to do
3. Access to Broadband ADSL Services
4. Quality of Service
5. Products incompatible with Broadband (DSL) Internet
6. Enhanced Services & Email
7. Dial Up Internet Points of Presence (POP) Numbers
8. Relocation of your broadband Service
9. Service Disconnection
10. Change of Customer
11. Technical (Help Desk) Support
12. Faults

Providing your Service

We aim to ensure you can receive your service promptly, however we do not promise specific timeframes. In many situations provisioning your service relies on the service network completing tasks on our behalf. Such situations include:

• connection and disconnection of a service;
• placing and removal of bars/service suspensions;
• virus and spam filter changes;
• personal web space changes;
• billing;
• service faults, difficulty and general engineering and technical support.

What to do

If you experience problems with your service call our Support number 1300 735 439 for assistance.

Access to Broadband ADSL Services 

Broadband services are not available in some areas or on some telephone exchanges however we will endeavour to provide the service, where possible within 10 working days from the application being received by us.

You can check your home phone number via our ADSL availability check here

Setup fees are payable when the application is approved. If the service is not available to you at that time, any paid fees will be refunded to your nominated account.

Call our Support number 1300 735 439 for assistance.

Quality of Service 

We aim to provide a high quality, continuous, fault free service, however we do not promise to do so. Equipment, climatic, geographic and network issues may affect quality of service. We will work with the service network and relevant third parties where possible and relay to them the issues and problems raised by you.

Unless obliged under law we are unable to provide refunds or credits for losses caused through failures, faults or delays in service.

Where we have not satisfied our statutory obligations to provide you with a service that is reasonably fit for its purpose or rendered with due care and skill, we will not charge for its use or access.

If you experience problems with your service call our Support number 1300 735 439 for assistance.

Products incompatible with Broadband ( DSL ) Internet 

Some broadband DSL services may be incompatible with, or may not operate on, the same line that carries your home phone service.

These include but are not limited to:

Call Diversion Number Only - Number only, no physical line.

• Faxstream Duet-Auxiliary number - 2 numbers (primary and auxiliary) on one physical line.
• Payphone - All payphone products.
• Analogue NT1 - PSTN services provided using ISDN infrastructure with Analogue NT1 (Termination equipment).
• DSL - Existing ADSL service designed for residential, home office and small business users - provided on a compatible physical line.
• InContact - Credit Management product.
• ISDN - All ISDN products for example ISDN (2), ISDN Xpress, ISDN Home & ISDN Enhanced, D-Channel.
• Ported Local Number - Number ported to another Carrier.
• Communic8 Prepaid Home - Prepaid packaged product. Formerly known as HomeZip.

For further information on DSL incompatibilities please see Broadband FAQ

You are responsible for all costs associated with any of the above services.

Call our Support number 1300 735 439 for assistance.

Enhanced Services & Email

We offer you access to a number of Enhanced Services as part of your Internet service. These services may include:

• Email;
• Webmail;
• Spam Filter;
• Virus Filter;
• Additional Users; and
• Personal Web Space.

Did you know that ispOne has a policy to only store email on our servers for 90 days? This policy is in place to ensure our servers are optimised, enabling us to manage your email as quickly and efficiently as possible. If we didn’t have a policy like this, our servers could become overloaded with spam and virus emails, impacting the reliable service you’ve come to depend on. It’s important that ispOne and the TADAust Members are aware of this policy, especially those who use WebMail.

Will I be affected by this policy?

• If you regularly check your TADAust email using an email application (such as Microsoft Outlook or Outlook Express), your email is downloaded into the email application inbox and stored in your computer. Your email will not be deleted from your email application, even if it is more than 90 days old.
• If your application is set up to leave a copy of your email on the server after it's downloaded, emails older than 90 days will be deleted from the server only. If you think this may be the case with you.
• If you are a regular ispOne WebMail user, any email you have left in your WebMail Inbox, Sent Items and Deleted Items Folders that is more than 90 days old will be deleted, whether read or unread.

What is WebMail?
WebMail is a way for ispOne and TADAust Members to send receive and manage their email through a web browser. All TADAust email addresses are automatically enabled for WebMail and can be accessed from any computer with an Internet connection.

Is this just a once-off deletion?
To ensure the ongoing effectiveness of the ispOne mail servers, this policy applies to all emails currently in your WebMail Inbox, Sent Items and Deleted Items Folders and those that you receive in the future (when they reach 90 days old). Emails that are moved to folders you have created in WebMail will continue to be unaffected.

What can I do to stop my emails from being deleted?

If you are a WebMail user and want to keep email for longer than 90 days, you’ll need to download the mail with a regular POP email application (eg. Outlook Express) – so the mail can be stored locally on your computer.

If you check your email with an email application, ensure that it’s not set up to keep a copy of your email on the server after it’s downloaded to your email application.

I’ve set up my email application to download email to my computer, why isn’t my email downloading?
If you’ve been using WebMail and you’ve now set up your email application to send and receive your email, your email application will only download email that’s in your WebMail Inbox and marked as unread. You may need to mark the messages you have read as unread, and move them to the Inbox folder (through WebMail) so that your email application then downloads those messages.

Why is ispOne allowed to delete my emails?
To pro actively manage the large volume of spam and virus messages accumulating in both active and inactive email accounts, ispOne has a policy of deleting read or unread email older than 90 days.

My email has been deleted - how can I recover it?
If an email has been deleted from your WebMail inbox because it was over 90 days old, unfortunately ispOne is unable to recover this email for you.

Dial Up Internet Points of Presence ( POP ) Numbers 

We offer a single MegaPop access number that you can use to access your service from anywhere in Australia . We have published our national dial number.

It is your responsibility to know the POP number.

Costs of calling the POP are your responsibility.

Costs depend on the carrier you choose for your calls but are generally the cost of a local call.

Relocation of your broadband Service 

If you require a relocation of your broadband service you will need to contact us to arrange this for you.

Broadband DSL services are not available in all areas. We cannot guarantee you will be able to continue your ADSL service should you relocate to a different location or standard telephone service.

A relocation fee applies.

Call our Support number 1300 735 439 for assistance

Service Disconnection 

You can request disconnection of your service at any time.

Where your service is on a plan we will cancel that plan and place you on your final billing run.

Transferring your internet service username to another network or provider is considered a service disconnection.

Should you fail to comply with what we consider to be an important term or condition of this agreement or should you fail to comply with a number of less important terms and conditions then we can disconnect your service.

Under normal circumstances we can disconnect you from the service network at any time after we give you 30 days notice of our intention to do so. However we may disconnect your service without notice where:

• you do something which we believe may damage the service network;
• an authority such as the ACA or enforcement agency instructs us to do so;
• we believe that you have used your service to commit unauthorised, criminal or unlawful activity;
• we believe it is necessary to comply with our legal obligations;
• we are unable to contact you, and you have not paid a tax invoice for what we consider to be an unreasonable period of time after the due date;
• we are entitled to do so under the specific terms and conditions of your plan or package.

Any monthly plan fees and charges, which have been charged in advance, will be recalculated and any adjustment will appear on your next bill.

If your service is disconnected prior to the expiration of a minimum term of your plan we will invoice you for the remaining plan fees on your plan plus a plan cancellation fee if applicable. We will only charge a plan cancellation fee in circumstances where you have failed to comply with an important term or condition of our agreement.

We are not liable to you or any person(s) claiming through you for any loss or damage arising from disconnection of your service.

Any relevant bundled service discounts may be forfeited on your other service(s).

Change of Customer 

You may transfer your rights and obligations under this agreement to other person(s) approved by us under our assessment policies.

Your service is provided under a plan, which will also need to be transferred. Charges will apply for a plan transfer.

Technical (Help Desk) Support 

Unless otherwise agreed, we will provide you with technical support between the following hours:

• Weekdays: 9am and 5pm AEST

Technical support will be provided subject to our customer support policies.

Unless otherwise agreed, we will provide technical support free of charge.

For technical support call our Support number 1300 735 439

Faults

Faults with your service can be reported during our standard customer support hours of operation.

We will take all reasonable steps to ensure that your fault is attended to quickly. However, we do rely on the service network to deliver these services on our behalf.

The timeframes in which your fault will be attended to depend on when it was reported, your location, any physical, security or access impediments and the nature of the fault.

Charges for faults will be based on the service network's fees and charges. We may charge you for faults, that in our or the service network's reasonable opinion, are caused by you.

Unless obliged under law we will not provide refunds or credits for losses caused through failures, faults or delays in service.

Where we have not satisfied our statutory obligations to provide you with a service that is reasonably fit for its purpose or rendered with due care and skill, we will not charge for its use or access.

To report a service fault call our Support number 1300 735 439.