1. What is ADSL Broadband?
The term 'Broadband', in simple terms, translates to 'High Speed Internet'. A high speed internet connection is generally anything with a download speed of 256kbps or faster. A normal Dialup connection is capable of a maximum of 56kbps. ADSL is a type of Broadband which stands for Asymmetric Digital Subscriber Line and is the most common broadband product in the Australian Market. ADSL operates over the existing telephone line to your premises without interfering with your normal telephone operation.

SuperNerd sells 3 different types of ADSL Broadband:

1. ADSL1 (Plans up to 8mbps)
2. ADSL2+ (Plans up to 24mbps)
3. Naked ADSL2+ (Plans up to 24mbps)

2. How does ADSL Broadband differ from Dialup Internet?
As ADSL is a high speed internet connection, it enables you to fully utilise everything that the internet has to offer today. Performing normal internet tasks such as email, downloading, paying bills, banking, web page viewing and media downloading; will take a fraction of the time it would take on a Dialup connection. The experience will be much less frustrating and best of all will save you lots of wasted time waiting for things to happen.

Most people find that they will be able to view content which was not possible with a slower connection such as movie trailers and music downloads. Once you move to a high speed connection you will never go back to using Dialup.

Therefore the main obvious difference is the speed of data transfer. A basic ADSL Broadband connection is 5 to 6 times faster than your traditional Dialup connection.

Another main difference from Dialup is the 'always on' connection. This means you would no longer have to make a phone call to connect to the internet which ties up your phone line while using the connection. One of the huge benefits of ADSL Broadband is that you can be on the internet and use the phone at the same time from a single phone line.

You may think that the cost of ADSL seems expensive in comparison to Dialup, however if you calculate that every time you dial into the network you are spending approximately 20 cents per call. Over a 1 month period you could literally pay off the monthly cost of an ADSL plan. It only takes a little thought to realise that you can have the best of both worlds - low cost, and an enjoyable internet experience.

1. Generous Download Quotas - have more freedom to do what you want.
2. A fixed Monthly Cost - set your mind at ease with no surprising bills.
3. Free Uploads - unlike other providers who charge for uploads.
4. 5 Email Addresses - enough to go around.
5. 20MB Website space - get your own website going with your address being: www.supernerd.com.au/~yourusername
6. Free Spam and Virus Filtering - customise your Spam Filters.
7. Extra Quota Blocks - If you don't want to change plans, you can buy more downloads for that month.

5. What is Connection Speed?
A cars speed is measured in kilometres per hour (km/h) whereas ADSL Broadband is measured in kilobits per second (kbps), which we sometimes shorten to just 'K'.

There are two speed types involved with ADSL Broadband. One is called the download speed – this is the speed at which you will receive information. The other is called the upload speed and this is the speed that information is sent from your computer.

If a connection speed is stated as 256/64K, this means that you can receive information at 256kbps and send information at 64kbps. The download speed is usually faster than the upload speed because generally the uploaded data is only a small proportion of the downloaded data for most people, hence the speed requirements for uploads are less.

6. What are "Monthly Downloads"?
When using the internet, the volume of information received through your connection is considered your download and upload volume. This is measured in MB (Megabytes) or GB (Gigabytes). We measure 1GB as 1000MB.

The more you use the connection, the more you will download and upload, and each ADSL Broadband plan has a Monthly Download Quota, which is the maximum amount of data you can download within one month for that particular plan. Generally the greater the download limit, the higher the price of the plan.

A fantastic benefit that SuperNerd has over other provider's is that we don't calculate uploads towards you monthly quota's!

7. How do the 3 Download Quota's work?
You'll notice that your Monthly Download quota is divided up into types of quota's which are:

1. Peak Downloads: This data allowance allows you to download the given amount during the times of 9am to 1am daily.
2. Off Peak Downloads: This data allowance allows you to download the given amount during the times of 1am to 9am daily.
3. XT Anytime Downloads: This stands for Exchange Traffic (“XT”) Anytime. This allows peering with one of Australia’s largest Internet exchange network.

Other than getting a bonus XT Anytime download quota, our peering arrangement gives you VERY FAST access to any sites participating in the peering arrangement. Any websites connected to the peering Exchange will load VERY FAST and for those who enjoy Online Gaming, you'll love being able to download patches at lightning speed or simply connect to a Games Server with very low pings!

9. What happens when I reach a Download Quota?
Once you reach the limit of one of your Download Quota's, that quota will be shaped. This means we reduce the speed of your download connection down to almost a Dialup speed of 64Kbps once you have reached your preset limit for the month. What's great about SuperNerd is we don't shape your upload speed, only your download speed!

For example, if you have 5GB's to use in your Peak Quota, and you use up all of this, then your Peak Quota will be shaped until the end of your current billing month. Any websites that you visit from the XT Anytime website list will also be shaped during Peak time. When you reach your Download Quota for the XT Anytime Quota, then any further usage when visiting the XT Anytime websites will be calculated towards the Peak and Off Peak Download Quotas.

10. Can I get more Download Quota?
If you've reached the limit of one of your Download Quota's and want a top up straightaway, you can purchase a block of Downloads. You can choose to buy a 5GB or 10GB block for either of the three Quota's, and the costs are:

To buy a block, simply log in to the Members area and click on 'View Data Usage'. The block will be instantly added to your quota, and then you have up until your next renewal period to use it, as Extra Quota Blocks do not automatically renew. The cost to buy the Extra Quota Block will then be added on to your next bill.

Please note: The Extra Quota Blocks are only available to customers who are on one of the new plans listed on our website.

11. What additional free features do I get with my ADSL plan?

Uploads: All of your uploads are free, so they're not counted towards your Peak, Off Peak or XT Anytime quota's - this will save you alot of usage. If you go over a quota limit, your upload speed is not shaped either.

IP Address: All ADSL plans come with a Dynamic IP Address. You can contact us if you wish to change your Dynamic IP Address to a Static IP Address. There is no additional cost for this, however we may decide to charge a fee for this service in the future.

Email Addresses: You get to utilise 5 email addresses, so each family member can have their own or give them out to your friends. Spam and virus filters are automatically configured to your email addresses.

Website Space: 20MB of website space is available for you to upload your own personal website to.

Dialup Plan: If you're travelling and need internet access, you can use your free dialup plan. You're given 10 hours per month for free, thereafter you're charged $1.50 per hour.

1. What's the difference between ADSL2+ bundled with HomePhone and Naked ADSL2+?
You can actually get ADSL2+ Broadband two different ways, you can get it bundled with a Phone service, or get it Naked!

If you'd like to bundle your ADSL2+ service with a Phone service, you will be paying for the monthly cost of your ADSL2+ plan plus the monthly cost of the HomePhone plan. By bundling your ADSL2+ and HomePhone, this will reduce the cost of your ADSL2+ plan and you'll get great call rates. Check out our ADSL page for ADSL2+ and HomePhone plans available for you to choose from.

If you don't need a phone service, you can get Naked ADSL2+. This means you no longer need a home phone service where you need to pay line rental. This suits those who may use their mobile more than their home phone, or would prefer to use a VOIP service for their home phone service. Check out SuperNerd's range of VOIP plans (which we call NerdPhone) that are available as an optional add on to your Naked ADSL2+ service.

What's Naked ADSL2+?
Naked ADSL2+ enables you to bypass the sometimes costly line rental charges. If you're looking for an internet connection without the added cost of a landline, for the most part you are limited to either Cable Broadband, which has limited coverage, or Wireless Broadband which can be slower and more expensive.

SuperNerd’s Naked ADSL2+ plans are marginally more expensive than the bundled ADSL2+ offerings, but the added cost will be outstripped by the fact that you can forego paying either $29.95 or $49.95 per month in line rental fees.

SuperNerd offers customers the opportunity to bundle their Naked ADSL2+ plan with a NerdPhone (VOIP) plan, so customers can make their regular phone calls via the internet. VOIP calls are significantly cheaper than regular landline rates.

3. How does ADSL1, ADSL2+ and Naked ADSL2+ differ technically?
All types of ADSL operate over the existing telephone line to your premises without interfering with your normal telephone operation. Where as Naked ADSL is the digital subscriber line without a PSTN (analogue telephony) service — or the associated dial tone.

In regular ADSL, a cable runs from the telephone switch to a piece of equipment called a Plain Old Telephone Service (POTS) splitter. This splitter separates the ADSL and voice bands. Thus you will have a dial tone, which allows the use of the telephone line as a regular land line when you are not using it to access the Internet. A cable carrying both services runs from the splitter to the cable head, where it continues on to your premise.

With Naked ADSL2+, there is no cable from the telephone switch to the POTS splitter. Thus there is no dial tone on the line. However, you could still use the line for regular telephone service through Voice over Internet Protocol (VOIP). To see SuperNerd's VOIP plans, click here and scroll down to our NerdPhone plans.

Can I get ADSL?
We provide ADSL Australia wide except for the Northern Territory and Tasmania. The states where we do provide ADSL are also limited depending on your location and other factors. To find out if you can get ADSL2+, go to the ADSL page and and enter your phone number at the top. To find out if you can get ADSL1, click on the ADSL1 tab and enter your phone number.

For a more thorough check we can perform a Service Qualification Check (SQ Check) on your Address or Phone Number. Simply click here to send us an email, request that you would like us to perform an SQ Check, specify the phone number that you like the ADSL2+ or ADSL1 service installed on, and the address. If you don't have a Phone Number/Service, we can still perform an SQ Check based on your address only, however you must then get a Phone Service installed before you can register for our ADSL.

Alternatively, call SuperNerd and we’ll perform an SQ Check over the phone!

2. If I don't have a Phone Service, can I still get SuperNerd's ADSL?
If you are applying for an ADSL service, then you must have an active Phone Service where you can make and receive calls. If you don't have a phone service, you will need to get your Phone Connection and Service activated through Telstra, and you will also need to inform Telstra that the line must NOT be on a pair gain, as a pair gain is not compatible with our ADSL network. After Telstra has activated your Phone Service, it may take approximately one week for your new number to appear in our database. You can call Telstra on 132200 and they will advise you of the costs for a Phone Connection and Service.

If you already have an ADSL2+ service on the Optus Network, and you are applying for an ADSL2+ service with SuperNerd, then you are not required to have an active phone service. If you're not sure if you're on the Optus Network, contact your provider and they will tell you which network they use. If you don't have an ADSL2+ service on the Optus Network and you are applying for an ADSL2+ service with SuperNerd, you will first need to install a Phone Connection and Phone Service through Telstra, not on the pair gain network. Even if you're apply for SuperNerd's Naked ADSL2+, you still need to first have an active Phone Service, as your Phone Service is deactivated after your SuperNerd Naked ADSL2+ service has been activated.

3. What types of ADSL services does SuperNerd provide?
SuperNerd offers:

1. ADSL1 (you must have an active phone service with another phone provider)
2. ADSL2+ bundled with HomePhone (you must bundle your ADSL2+ plan with one of our HomePhone plans)
3. Naked ADSL2+ (this doesn't require you to have a phone service after activation)

4. How do the speeds differ between ADSL1 and ADSL2+?
The main difference between ADSL1 and ADSL2+ is the speed. The ADSL2+ plans that we offer all have the same maximum speed of 24,000/1,000kbps, where as the ADSL1 plans have 4 different speeds for you to choose from which are:

1. 256/64K
2. 512/128K
3. 1500/256K
4. 8000/384K

5. Will I always reach the maximum speeds of ADSL2+?
Most likely not. While the maximum line speed is the maximum port speed enabled at the exchange level (24Mbps/1Mbps), actual line and download speeds will vary and lower speeds are much more normal. It may even be the case that you can only connect at the same rate as an ADSL1 service. ADSL2+ speeds are dependent on factors such as:

1. How far you live from the local telephone exchange
2. The configuration and quality of your phone line
3. The quality of your Broadband ADSL modem and line filter
4. The number and type of services being used in your neighbourhood
5. The general Internet usage and load levels
6. Interference from outside sources
7. Your computer’s hardware and software set up and the configuration of any computer you are trying to access.

Probably the most influential from the above list of factors to affect your ADSL2+ speed, is how far you live from the local telephone exchange. You can find this out by visiting www.adsl2exchanges.com.au and enter your phone number and address. It will show you a map with the nearest exchange and how many metres your premise is from the exchange. Under the map you'll see your "Estimated Maximum Speed", which is just an estimate.

This graph below will also give you an indication as to what speed you are likely to reach, but this is just an approximation as other factors are involved.

ADSL2+ may drop out more than ADSL1 as it operates at a higher frequency and is more sensitive to interference, line noise and attenuation than ADSL1. You may find your ADSL1 service was rock solid, where as your ADSL2+ service drops out several times a week or even several times a day.

One of the ways this can be fixed is to change your ADSL2+ 'profile' at the exchange to a lower speed. We have found the best way is to change your profile from 24Mbps to 1.5Mbps. If this fixes most of the frequent drop out problems then we will increase it to 8Mbps, then to 12Mbps if your connection is still at a good quality.

ADSL2+ speeds will also fluctuate much more than ADSL1 speeds. You may find that one day you get 6Mbps, another day 4Mbps and another day 1Mbps.

ADSL2+ is a residential grade service, and as with ADSL1, service delivery is on a 'best effort' only basis. There are no guarantees of service availability, connection speed or service restoration times if you have a fault. However many people do use ADSL for business, and are prepared to offset the possible down time against the low cost of an ADSL service.

1. How affordable is SuperNerd's ADSL?
Our ADSL1 plans start from just $34.95 per month for 6GB. Our ADSL2+ plans start from just $20 per month for 3GB. And our Naked ADSL2+ plans start from just $44.95 for 15GB, so it really is very affordable!

Our best value plans are the Night Owl Plans as we throw in a huge amount of Off Peak Downloads.

2. How do I work out what plan best suits me?
If you've previously had an ADSL connection you could ask your provider for a history of your usage for the last few months. This should give you a good idea as to what plan you should chose.

Otherwise you can calculate how much you would use depending on what you think you would download regularly. This table gives an estimate as to what you can get for your Downloads. For example, if you chose a plan with a 5GB Peak Download Quota, then you can download approximately 1,000 songs per month during Peak time.

As our ADSL plans have different Quota's during Peak and Off Peak, you'll also need to determine how often you use the internet during these times. For example, if you mainly use the internet during 9am to 1am, then you may not need a plan with a high Off Peak Quota, so you might chose the ADSL2+ bundled 15GB plan for $35 per month.

3. How do the Setup Fees and Contracts work for ADSL?
SuperNerd's ADSL1 Setup Fees are reduced for a limited time. And if you currently have a SuperNerd Dialup plan and want to upgrade to ADSL1, and you've had the plan for at least 6 months, then take advantage of our even further reduced Setup Fee. An 8 month contract applies to all ADSL1 Plans.

SuperNerd's ADSL2+ can include either a 12 or 24 month contract.

1. $150 with a 12 Month Contract
2. $90 with a 24 Month Contract

You MUST have an active Phone service on the Telstra Network OR an active ADSL2+/Phone (ULL) service on the Optus Network. If you do NOT have an ACTIVE Phone Service, contact Telstra to set this up, then you can register for SuperNerd's ADSL2+.

4. How long does it take to set up my ADSL?
You will need to allow approximately 5 working days to set up an ADSL1 service, and approximately 21 days for your ADSL2+ service to be set up.

5. Does SuperNerd sell ADSL modems?
All modems we sell support ADSL1 and ADSL2+. We also configure the modem for you so all you need to do is plug it in. Otherwise you can use your own Modem if you already own one, however we can't guarantee that we will be able to fully support you. Here are the costs of the Modem's we sell:

For more information about our Modems/Routers, visit our Members area.

6. Do I need any other Hardware?
If you are registering for a Naked ADSL2+ plan, you should not need any additional hardware as you are not required to have filters as shown in this diagram.

However if you are registering for an ADSL1 or Bundled ADSL2+ plan, you will also need a Filter for each telephony device that is connected to your ADSL phone line. For example, if you have 2 phones and 1 fax in your house, you'll need 3 Filters. SuperNerd sells Line Filters for $15 each, however if you purchase a modem from us, you'll get one Line Filter for free. So you'll just need to purchase another 2 Line Filters. They're easy to install, just plug them in by following the setup guides we provide with the Modem and these diagrams.

Click here for more info about ADSL1 Filters
Click here for more info about ADSL2+ Filters

If you have 4 or more telephony devices at your premise, then you may prefer to install one Central Splitter instead of 4 Line Filters. It is recommended that a certified technician install the Central Splitter.

Click here for more info about Central Splitters

7. So what are all my costs to get started?

1. The ADSL Monthly Cost
2. The HomePhone Monthly Cost (only if you register for the ADSL2+ bundled with HomePhone)
3. The Setup Fee
4. A Modem and Filters if required

8. What are my total minimum costs for the length of my Contract, if I have registered for an:

ADSL2+ bundled with HomePhone?

1. ADSL2+ Monthly Cost x 12 or 24 (depending on your contract length)
2. HomePhone Monthly Cost x 12 or 24
3. Any calls you make on the HomePhone service
4. Any additional HomePhone features x 12 or 24
5. Setup Fee
6. Modem and Filters if required

Naked ADSL2+?

1. Naked ADSL2+ Monthly Cost x 12 or 24
2. Setup Fee
3. Modem if required

ADSL1?

1. ADSL1 Monthly Cost x 8
2. Setup Fee
3. Modem and Filters if required

2. How can I register for ADSL?
You can register one of three ways:

1. Register online by selecting a plan in the "Plans" table at the top of one of the ADSL pages, and click on the 'Register now!' button. You will also be required to return a signed Direct Debit form and perform a voice recording of your Agreement before we can send your order to provisioning.
   
2. Complete the ADSL1 Registration Form, ADSL2+ bundled with HomePhone Registration Form or the Naked ADSL2+ Registration Form and return it to us. You will not be required to return the Direct Debit form and perform a voice recording of your Agreement.
   
3. Call SuperNerd on 1300 888 090 to register over the phone. You will also be required to return a signed Direct Debit form and perform a voice recording of your Agreement before we can send your order to provisioning.

3. What happens after I've registered?
After we receive your forms and voice recording if needed, we'll send your order to be provisioned.

If you've registered for an ADSL1 plan... Once your order has been set up within 5 working days, we will debit your bank account for the applicable costs: ADSL1 Monthly Cost, Setup Fee, Hardware and Delivery Fee. We'll then post out any hardware to you and send an email to your correspondence email address, and a text message to your mobile if you have provided one to let you know of your account activation.

If you've registered for an ADSL2+ plan... Within 15 days of your registration, we'll then post out any hardware to you. Once your order has been completely set up in approximately 21 days, we will debit your bank account for the applicable costs: ADSL2+ Monthly Cost, HomePhone Monthly Cost, HomePhone Additional Features, Setup Fee, Hardware and Delivery Fee. We'll also send an email to your correspondence email address, and a text message to your mobile if you have provided one to let you know of your account activation.

Important! You must ensure your ADSL account is closed with your old provider AFTER we have notified you of your plan activation. If you've registered for ADSL2+ you'll also need to ensure your Phone account is closed with your old provider.

4. What's the Customer Service Guarantee Waiver?
At the time you register, you'll need to agree to the Customer Service Guarantee Waiver. By agreeing to this Waiver, you are waiving certain protections and rights in relation to your HomePhone services which allows us to offer you a significant reduction on your Setup Fee.

1. Can I change my plan later on?
Yes, however a fee and contract changes may apply.

For ADSL1 plan changes... You can upgrade or downgrade your ADSL1 plan at anytime even during your contract term. A $10 fee applies for changing plans on the same speed or a $55 fee applies if changing plans onto a different speed. Your contract term will not be renewed or be extended. To change your plan, complete the ADSL1 Plan Change Form and send it back to us.

For ADSL2+ plan changes... You can upgrade or downgrade your ADSL2+ or HomePhone plan at anytime even during your contract term. A $10 fee applies for changing plans and your contract term will not be renewed or be extended. To change your plan, complete the ADSL2+ Plan Change Form and send it back to us.

2. Can I change from ADSL1 to ADSL2+?
Yes. You will need to pay the ADSL2+ Setup Fee and begin a new contract term of 12 or 24 months. If you are still within your ADSL1 contract term, you will need to pay the $99 Disconnection Fee so we recommend you wait until after you have completed your contract term.

To change from ADSL1 to ADSL2+, complete either the ADSL2+ & HomePhone Registration Form or the Naked ADSL2+ Registration Form and return it to us. Just enter your existing username into the form. You will not be required to return the Direct Debit form and perform a voice recording of your Agreement. Then allow approximately 21 days days for your service to be changed. You will need to allow approximately 21 days for the change to be completed.

3. Can I change from ADSL2+ to ADSL1?
Yes. You will need to pay a Setup Fee of $55 and begin a new contract term of 8 months.

If you are still within your ADSL2+ contract term, you will need to pay the $275 Disconnection Fee so we recommend you wait until after you have completed your contract term.

To change from ADSL2+ to ADSL1, complete the ADSL1 Registration Form and return it to us. Just enter your existing username into the form. You will not be required to return the Direct Debit form and perform a voice recording of your Agreement. Then allow approximately 5 working days for your service to be changed.

4. Can I change from ADSL2+ bundled with HomePhone to Naked ADSL2+?
Yes. If you'd like to drop your SuperNerd phone service, a fee of $10 applies.

If you have completed your contract term then you don't need to begin a new contract term, you just continue to pay month by month. If you are still within your contract term then you will simply continue on this contract term.

To change your plan, complete the ADSL2+ Plan Change Form and send it back to us. Then allow approximately 2 working days for your service to be changed.

5. Can I change from Naked ADSL2+ to ADSL2+ bundled with HomePhone?
Yes. If you'd like to add a SuperNerd phone service, a fee of $120 applies.

If you have completed your contract term then you don't need to begin a new contract term, you just continue to pay month by month. If you are still within your contract term then you will simply continue on this contract term.

To change your plan, complete the ADSL2+ Plan Change Form and send it back to us. Then allow approximately 2 working days for your service to be changed.

6. What do I need to do if I am changing my address or phone number?

For an ADSL1 service:
If you are changing your address or changing your phone number or both, you will need to complete the ADSL1 Relocation/Reconnection Form, and pay the applicable Fees:

• A Fee of $55 applies for relocating or reconnecting an ADSL1 service.
• You will need to begin a new 8 month contract term.
• The Disconnection Fee of $99 will also apply if you are still within the 8 month contract term.
• If ADSL1 isn’t available in your new location, the Disconnection Fee will apply.
• Allow approximately 5 working days for the relocation or reconnection of your ADSL1 service to be completed.

For an ADSL2+ service:
If you are changing your address or changing your phone number or both, you will need to complete the ADSL2+ Relocation/Reconnection Form, and pay the applicable Fees:

• A Fee of $80 applies for relocating or reconnecting an ADSL2+ service.
• If you have less than 12 months remaining in your Contract you will begin a new 12 Month Contract. If you have more than 12 months remaining you will continue your current Contract.
• If ADSL2+ isn’t available in the new location, the Disconnection Fee of $275 applies if still within your Contract period.
• Allow approximately 21 days for the relocation or reconnection of your ADSL2+ service to be completed.

7. How does the billing work for changing plans?
When your plan change has been completed, you will be charged for the cost and download allowance of the new plan based on a pro-rated amount until your next monthly billing date, minus the cost of your old plan based on a pro-rated amount.