Frequently Asked Questions about our new bliink Broadband product range

Click on a topic or question to jump to the answers!

1.0 Availability
1.1 I've applied! How long until I get my ADSL?
1.2 Can I buy iiNet bliink products anywhere in Australia?
1.3 I run a small business. Can I buy a home bliink product?
1.4 Why do I need to supply credit card or direct debit details?
1.5 I dont have a credit card. Can I still apply for a bliink product?
1.6 Im switching to iiNet from another provider. Can I use my existing ADSL modem?
1.7 I am switching to iiNet from another provider. Can I maintain my existing connection while waiting for my iiNet application to be processed?
1.8. What is 'Fast Transfer' and does iiNet participate in it?

2.0 DSLAMs?
2.1. Why is iiNet rolling out DSLAMs?
2.2. What is iiNet's DSLAM rollout schedule?

3.0 Transition From iiNet ADSL to bliink
3.1. Im on an Explorer ADSL or Freedom ADSL with a term left to serve. Can I change over?
3.2 Why do I pay a Break Fee?
3.3 What if I already own my modem?
3.4 Why would I want to change accounts?
3.5 Im sold on the idea, but what really needs to change?
3.6 What needs to be done to start the transition process?

4.0 Shaping
4.1. What is shaping?
4.2. How does shaping work?
4.3. Is everything slowed down?

5.0 "No Set Limits"
5.1. Which plans come with "No Set Limits"?
5.2. What does "No Set Limits" mean?
5.3. When would I get shaped on the "No Set Limits" plans?
5.4. How long would I be shaped for on a "No Set Limits" plan?
5.5. When is network maximum demand?
5.6. How do I know if I am shaped when I'm on a "No Set Limits" plan?
5.7. Why isn't the "No Set Limits" feature available on all accounts?
5.8. Will shaping on the "No Set Limits" plans affect a lot of users?
5.9. Why do some of the accounts with iiPhone bundle have lower download limits than without iiPhone?
5.10. Why haven't you changed the bliink Biz volume billed accounts?

6.0 bliink Zone/bliink Time
6.1 Whats the bliink Zone?
6.2 Is e-mail part of the bliink Zone?
6.3 Whats bliink Time?
6.4 What constitutes a "month" in terms of my monthly data allowance?

7.0 Technical Stuff
7.1 How about a static IP address?
7.2 Are there any blocked ports?
7.3 Does bliink have dial-up access back up?
7.4 Does data downloaded on the dial-up account contribute to my quota?
7.5 How can I check my volume usage?

8.0 Relocating
8.1 What do I need to do to relocate my ADSL to a new phone line?
8.2 How much does it cost to relocate?
8.3 How long does it take to relocate?
8.4 What happens if I am moving my current Bliink line to a new address?
8.5 What happens to my current ADSL line?

9.0 Closing your Bliink Account
9.1 What do I need to do to close my ADSL account?
9.2 How much will it cost me to close my account?
9.3 How long does it take to close my account?
9.4 When is the best time to close my account?

10.0 Changing from one Bliink plan to another
10.1 How can I change my bliink plan?
10.2 How long does it take?
10.3 How much does it cost?
10.4 Is my traffic quota reset?
10.5 Will I experience any down time?
10.6 What fees am I charged if I swap from a Biz Bliink volume charged account?
10.7 What fees am I charged if I swap to a Biz Bliink volume charged account?
10.8 What happens if I withdraw my request for a speed change after I've submitted the request?

1.0 Availability

1.1. I've applied! How long until I get my ADSL?
We usually tell people to think of 1-2 weeks. Sometimes it can be quicker; we've had them back the next day now and again! Sometimes (unfortunately) it can be slower. If you work on the assumption of two weeks, you are unlikely to be disappointed (But theres no guarantee from our Wholesaler).

1.2. Can I buy iiNet bliink products anywhere in Australia ?
iiNet is now able to offer bliink ADSL to all ADSL enabled exchanges in all areas of Australia.

1.3. I run a small business. Can I buy a home bliink product?
The short answer is "yes". We dont restrict businesses to the business products (or home users to the home products!). However, the business products are designed for business needs, so do take a closer look at them.

1.4. Why do I need to supply credit card or direct debit details?
Credit card or direct debit details are required on home bliink broadband services due to the very narrow margins in these services. Credit Card and direct debit minimise the cost of billing, allowing us to keep prices down and deliver the best possible product.

1.5. I dont have a credit card. Can I still apply for a bliink account?
The bliink home products require application via provision of valid credit card or direct debit details. Ongoing payments made by credit card need to be paid on a monthly or quarterly basis. Ongoing payments made by direct debit can be paid on a monthly basis.

bliink BIZ, bliink SOHO and bliink BIZ+ require credit cards when you apply on-line, however upon request you can ask that these details are removed for ongoing payments. If you are not providing credit card details, you will need to post your application with a Cheque or Purchase Order.

1.6. Im switching to iiNet from another provider. Can I use my existing ADSL modem?
Yes you can. However, iiNet only supports hardware that it recommends and/or supplies. At the moment, iiNet sells and recommends D-Link modems to its customers. Therefore, if you have another brand of modem, iiNet will be unable to offer support should a problem with your hardware arise.

1.7. I am switching to iiNet from another provider. Can I maintain my existing connection while waiting for my iiNet application to be processed?
Generally the answer to this question is No, because your existing connection must be terminated and your current ISPs speed codes removed from your line, however, it is possible to apply for bliink products on another phone line.

This will allow you to use your existing ADSL while waiting for your bliink account to become active. Once your bliink service is ready you can then terminate your old ADSL service.

Although there are additional costs for this solution it will allow you to maintain a Broadband connection during the application process which is especially useful for business users.

Please call our Customer Support staff for more information.

1.8. What is 'Fast Transfer' and does iiNet participate in it?
Fast Transfer enables a client to move from one Internet Service Provider (ISP) to another with a reduced setup fee and shorter turn-around time for account activation. This applies to participating ISPs using the Telstra Wholesale network to supply broadband services.

Although we provided this in the past, as of July 12th 2004 we will no longer be a participant in Fast Transfer. This is because we have started the rollout of our own broadband network and we can not access the Fast Transfer service for accounts moving to our own network.

Only a small number of customers were concerned by this change. Even so, we immediately started discussions with Telstra Wholesale and other industry participants to encourage the ADSL industry to look for a solution.

What we would love to see is a procedure that allows ADSL customers to seamlessly transfer between providers, regardless of whether the provider uses the Telstra network or their own network – like us. That way, the provider with great value products and the best service won’t have any technical barriers to signing up new customers. And, as you might have guessed – we aim to be the best J As we have just ‘got the ball rolling’, we will keep you posted.

In the meantime, wherever possible, we will continue to use the DSL Transfer process for customers moving to and from iiNet. As we are unable to guarantee the availability of DSL Transfer at all times, this feature should not be relied upon as a term of purchasing or continuing as a customer of iiNet.

We have found that for most customers, this is not important. But if DSL Transfer is important we ask customers to please assume that it will not be available.

Regardless of whether or not we can provide DSL Transfer, we are pleased to continue the special reduced set up fee of $39 (normally $99.95) to iiNet customers joining us from other participating ADSL providers. During our Christmas Promotion this fee is also being waived. We are also offering great specials including FREE setup & FREE modems with optional contract periods. This promotion is only valid till December 31st, 2004 (11:59pm WST).

2.0 DSLAMs?

2.1. Why is iiNet rolling out DSLAMs?
We have been a reseller of ADSL services since they were available in Australia, and now, with over 50,000 Broadband customers we are Australia s second largest provider of ADSL services. So now, we are going to implement our own broadband infrastructure (called "DSLAMs" - for the technically minded thats "Digital Subscriber Line Access Multiplexer").

This will enable us to provide improved service and, in the near future, new products with higher speeds at lower prices than are currently available anywhere in Australia.

We have recently completed a 3 month customer pilot and are ready to start our initial rollout in 32 exchanges across Australia, for a total of around 11,000 customers. Next year we expect over half our customers to be connected to our own network. But dont worry - we will keep you posted when this comes to your local exchange. A copy of our ASX announce can also be downloaded from http://www.iinet.net.au/about/investor/DSLAM_rollout.pdf

2.2. What is iiNet's DSLAM rollout schedule?
Our proposed DSLAM rollout schedule can be viewed at the link below. We stress, that this is a 'forecast' that we will do our utmost to stick to but there will be a number of issues and other parties to deal with. This means that some things will be outside our control and the schedule of exchanges and timing will be subject to change.

DSLAM Rollout Schedule

3.0 Transition From iiNet ADSL to bliink

3.1. Im on an Explorer ADSL or Freedom ADSL with a term left to serve. Can I change over?
Yes, customers on an existing ADSL Home plan can change over to a bliink account by paying a fee of $19.00. If you are still under contract with your current ADSL account, a break fee will apply. The Break Fee is calculated on the amount left of your existing ADSL contract, using the following formula:

($299.00 / total contract length) x number of months remaining

3.2 Why do I pay a Break Fee?
The bliink setup fee is $99.95 but that does not include a modem. The old ADSL accounts came with an ethernet modem, but you were locked in for a 12 or 18 month contract. We recovered the cost of the modem from your monthly fees over the 12 or 18 months.

If you change over to the bliink plans, you own the modem outright and you are not locked in for a long term. You pay each quarter in advance and at the end of the quarter, you can move if you want to (although were really hoping youll stay!)

3.3 What if I already own my modem?
Then you can change over to the new plans for $19.

3.4 Why would I want to change accounts?
With the bliink flat-rate accounts, (home and business accounts) you dont have to pay for extra downloads. If you do reach your traffic quota your account will be slowed down to a maximum of 72k (or 64K ISDN line for business accounts). If you exceed your traffic quota by over 50% of the total available your download speed will be slowed to 33.6Kb. However, you pay the same amount for your Internet access month after month with no nasty surprises

3.5 Im sold on the idea, but what really needs to change?
Basically you will need new software to allow you to connect with a username and password (this is required by the new broadband infrastructure technology). Some later operating systems (like Windows XP or Mac OS X) have inbuilt software to do this. Other earlier operating systems will need 3rd party software to do the job. Click HERE for the specific instructions for your ADSL modem.

We recommend that you download and install the software before the transition starts.

3.6 What needs to be done to start the transition process?
Click HERE to change over your account now. You dont need to stay on the same type of account, you can also choose something faster! After you complete your application, iiNet will need to change over your existing ADSL service. We will put an order in to do this, and within a few days your existing ADSL connection will stop working.

The changeover time period can take from as little as 15 minutes but may take up to 5 days. Once your connection is ready, you can reconnect using one of the appropriate methods for your ADSL modem described HERE. During this changeover period your ADSL connection will be unavailable so a dialup account is provided to ensure you stay online.

4.0 Shaping

4.1. What is shaping?
Each of the bliink home and bliink BIZ+ products has a "traffic quota". For instance, the bliink 256 lite account has a 3GB (3000 megabyte) quota during both peak and off-peak periods. If you download more than that quota during their related periods, then your connection will be shaped during that period only. You will still have the benefits of full-speed during the period that you have not exceed your limits.

4.2. How does shaping work?
Your bliink account comes with a generous monthly download quota however if you exceed that quota in a month shaping comes into effect for that period exceeded only. Shaping means your connection is slowed whenever you exceed your quota for the period allocated.

When you first exceed your quota, your connection is shaped to 72k. However if you then exceed your total traffic quota by an additional 50% you will be shaped to 33.6Kb.

For example, if you had a bliink 256 lite account and your volume usage exceeded 3000MB during either peak or off-peak periods your account would be shaped to 72Kb for the period that you have exceeded your limit. If your volume usage then exceeded 4500MB (an additional 50% of the total traffic quota) your account would be shaped to 33.6Kb.

Your monthly quota is calculated for the month from the date your account is active (eg If your account is active on the 15th, your quota is calculated to the 15th of the next month, and your allocated traffic will reset at 12:01am on the 15th of every month).

4.3. Is everything slowed down?
No, traffic in the bliink Zone is still full speed as are uploads.

5.0 "No Set Limits"

5.1. Which plans come with "No Set Limits"?
The bliink accounts with "no set limits" are the bliink 256+ and bliink 512+, with and without iiPhone. The following bliinkBiz accounts also have no set limits:

• bliinkBiz 256+
• bliinkBiz 512+
• bliinkBiz 1500+

You can view the new traffic quotas for plans with iiPhone, or without iiPhone.

5.2. What does "no set limits" mean?
The bliink "No Set Limits" plans (see section 3.4. above) are our way of letting you download more from the Internet than the old bliink accounts...but without the fear of unknown extra charges.

To enable you to download more, without additional download charges, and at no extra account cost, we need to make sure our network still runs smoothly. That means that your account may be shaped during times of very high network demand. But you will definitely get more downloads than the download limit in your old account.

The way "No Set Limits" works is that your previous defined peak and off peak download quotas are guaranteed before your account is shaped. After that, your account will only be shaped when our overall network usage is reaching maximum demand.

5.3. When would I get shaped on the "no set limits" plans?
Our goal with the new "No Set Limit" plans is to give you more downloads at better shaping speeds, whilst ensuring our network runs at an optimum level for all users.

To do this, we have come up with a new model that gradually shapes your speed if:

• Your downloads rate in the top 10% of all users on your plan;
  
  AND
   
• Our network is reaching maximum demand;
  
  AND
   
• You have exceeded the old fixed monthly allocation on your account. We guarantee a generous allocation before youll ever be considered for shaping (eg bliink 256 lite 12G/12G, bliink 512 lite 12G/12G).

The following table summarises how the gradual shaping of your account speed works if you are one of the top users at a time of maximum network demand.

*speeds are in kbps – during periods of maximum network threshold (100%), speeds MAY also be
 shaped to 72kbps for clients over and above the three conditions described above.

5.4. How long would I be shaped for on a "no set limits" plan?
When the network returns to more moderate demand levels, your speed will automatically reset to a higher level. This will be determined by our network engineers who will ensure that our overall network efficiency and performance provides fair use to all.

5.5. When is network maximum demand?
This is typically 7pm to 11pm in your local time, but can vary based on demand by other customers in your state.

5.6. How do I know if I am shaped when I'm on a "No Set Limits" plan?
Just as with the previous plans, you can check your speed and whether you have been shaped. Go to the members Toolbox section by following these few easy steps:

1. Select toolbox
2. Type your username and password in the provided window
3. Select your bliink account from the account section
4. Choose volume usage from the drop-down window
5. A new window will appear - your connection will show you if your account is shaped

5.7. Why isn't the "No Set Limit" feature available on all accounts?
This new feature has only been introduced to the bliink home plus accounts (ie 256+ and the 512+) because we wanted to offer increased value to our most popular accounts WITHOUT increasing the price. It wouldnt be possible to provide this service on all accounts without a big impact on our network performance or an increase in prices.

You can only gain the benefits of No Set Limits by upgrading to one of these plans. If you currently have a bliink account and wish to upgrade to a no set limit account, you can through toolbox today! This change can take between 7 and 10 working days to come into effect.

5.8. Will shaping on the "No Set Limits" plans affect a lot of users?
With the introduction of increased traffic allocations and the "No Set Limit" feature, we are confident that only a small minority of users will experience shaping. If you are unsure about this feature, please feel free to contact our friendly staff in customer service on 13 22 58 to discuss your current downloads.

As of 4th November 2004, the difference in bliink plans with or without iiPhone has been removed. Members on bliink plans, regardless of having iiPhone now receive the same allocation depending on the plan chosen. The details below have been maintained to represent the difference prior to 4th November, 2004 only.

This is because: the "Lite" accounts with iiPhone bundle are already $10 less than without iiPhone AND they still get a significant increase in traffic which makes them one of the best value for money broadband accounts in Australia ! Also, you dont even have to spend any minimum amounts on your iiPhone account to get the broadband discount - although we hope you are taking advantage of our great " ChatterBug" block rates!

In the meantime, we recommend that you take a look at our flat rate business accounts that offer far better value and have the security of flat rate monthly fees. Please feel free to contact our friendly customer service team on 13 22 58 to help you select the best account for your needs.

6.0 bliink Zone/bliink Time

6.1. Whats the bliink Zone?
The bliink Zone is traffic that you can download which doesnt count towards your quota.

To see what is part of the bliink Zone, go to http://www.iinet.net.au/products/broadband/bliinkzone.html

6.2. Is e-mail part of the bliink Zone?
No, e-mail is regular quota traffic.

6.3. Whats bliink Time?
Click here for information about bliink zone.

6.4. What constitutes a "month" in terms of my monthly data allowance?
For traffic volume calculation purposes, a month is the total downloaded during the calendar period of your anniversary date. You stay shaped until the next months anniversary date has reached.
eg. If you sign up on July 15 your allocated traffic will reset at 12:01am August 15 to "0"

7.0 Technical Stuff

7.1. How about a static IP address?
The home products are dynamic only, meaning that your IP address changes every time you log in. The bliink SOHO and bliink BIZ products all come with one static IP address, which means you can run your own servers, and access to a dedicated business support line manned by our specially trained business support team.

Additional IP's are only sold in blocks of 4, 8, 16 or 32 ($64 per block of 4 IPs per year). The first and last IP of each block are not useable (network broadcast IP’s). A detailed network usage map must be supplied and approved for blocks over 4.

Click Here for further information.

7.2. Are there any blocked ports?
Yes, by default, all ports are blocked on the bliink home accounts. Port 0 is blocked on all ADSL products - It is not used for anything useful and is a common way to attack a network.

The bliink home products also have the following ports blocked as default:

Port 25 (smtp)- Blocked in/outbound on all bliink home and dynamic dial accounts.
Port 80 (http)
Port 135 and 139 (netBIOS)
Port 443 (https)

There are two reasons for blocking these ports: Firstly, they are commonly used for security exploits and denial of service attacks. Secondly, the home products arent intended for running servers. If you want to run a server on one of those ports, wed recommend looking at the bliink BIZ product
instead.

Please Note: You can remove port blocking on your account by logging into Toolbox. It is an instantaneous process. Also, port 25 blocking occurs both INBOUND and OUTBOUND when port blocking is turned on. If you try to run a mail server from an ADSL connection for outbound mail this is going to be affected by this port blocking. When turning off port blocking via Toolbox port 25 will be re-enabled.

7.3. Does bliink have dial up access back up?
Yes, iiNet bliink products offer a dial-up account for emergencies only.

See http://www.iinet.net.au/support/numbers.html for a list of our points of presence that you can dial into.

Access to the dial-up points of presence may not be a local call for you. Always check with Telstra on 1800 11 30 11 as to whether the local access number is a local call.

Please note, you cant use your ADSL account AND the dialup account at the same time.

7.4. Does data downloaded on the dial-up account contribute to my quota?
The same rules apply to your back-up dial-in account as to your bliink ADSL account. Any downloads you make whilst dialled in will appear on your monthly usage graphs.

7.5. How can I check my volume usage?
You can check how much data you have downloaded at https://toolbox.iinet.net.au.

Log in with your regular username and password and click on "Check your volume usage". Traffic data is updated every 24 hours and will show how much data you have downloaded.

The graphs are colour coded to reflect quota, bliink Time and bliink Zone traffic.

8.0 Relocating

8.1. What do I need to do to relocate my ADSL to a new phone line?
You may request a change to your nominated ADSL line by making a new application for an upgrade of your existing service. Visit https://signup.iinet.net.au/bliink to do this.

Standard service qualifications, provisioning times, set-up and service fees apply.

8.2. How much does it cost to relocate?
The standard $99.95 setup fee applies.

8.3. How long does it take to relocate?
If your new phone line passes qualification, it takes a standard provisioning time of 1-2 weeks.

Please Note: In some cases this can sometimes take longer (e.g. if there are no ports currently available at your local exchange)

8.4. What happens if I am moving my current Bliink line to a new address?
ADSL will be removed from your line in this process. You will need to let us know the new Bliink address and the date the number will be active at the new address.

Standard relocation fees and timeframes will apply.

You also need to make sure that you request that your new billing details are updated with your telecommunications provider as soon as possible.

8.5. What happens to my current ADSL line?
We do not cancel your existing ADSL service until your new ADSL service is live. If you wish the existing service to be cancelled prior to the new line becoming live, please contact us. And remember, if your new service is not ready before you move from the old location, you can use your free redundancy dial-up account until everything is live.

9.0 Closing your Bliink Account

9.1. What do I need to do to close my ADSL account?
You may request an account closure by contacting iiNet Support via phone. If you send through an account closure request via e-mail or fax, there will be a 24 hour response time, and we will still need to request verification for security purposes. Therefore to avoid any delays or confusion, please request account closure via phone call.

9.2. How much will it cost me to close my account?
If you own a bliink home account and you close your account within the first 6 months of starting the account, a $69.00 disconnection fee will apply. You will also forfeit any monies paid in advance for Internet access.

If you have owned your account for more then 6 months, you will only forfeit any monies paid in advance for Internet access.

Note: Optional Contract periods that were also introduced on 4th November, 2004 have their own break-fees applicable. The following optional contract periods were introduced.

If you choose an optional contract period and close your bliink account prior to your selected contract period (as above), you will be required to pay the $99.95 setup fee that we waived at the outset. Eg: if you select 12 months and close in month 8, a fee of $99.95 will apply upon closure of account.

9.3. How long does it take to close my account?
Account closures can be done instantaneously with a phone call.

9.4. When is the best time to close my account?
The best time to close your account is after your account period ends. If you have paid in advance for three months access, you will not lose any money if you close your account after that period is up.

Please Note: If you do wish to close your bliink account before the new billing period starts we require 2 days notification before the account expiry date.

10.0 Changing from one bliink plan to another

10.1. How can I change my bliink plan?
You can log into your account tools at https://toolbox.iinet.net.au, and choose Change Bliink Plan.

Please Note: When you log into iiNet Toolbox, your username is the first part of your e-mail address (e.g. username@iinet.net.au)

10.2. How long does it take?
Speed modifications usually take from 5 to 10 working days for completion. You will receive an email when your plan has been changed.

10.3. How much does it cost?
There is no charge if you are upgrading to a bliink plan with a higher monthly fee. However, If you are moving to a bliink plan with an equal or lower monthly fee a $19.00 modification fee applies.

This fee is applied when changing between bliink plans with an equal monthly fee or lower because plan changes requiring speed modifications are sent to our upstream provider, who passes on a service change fee.

Eg: bliink 256+ to bliink 512 lite (speed modification requiring 3-5 days typically)

10.4. Is my traffic quota reset?
No, your traffic quota is not reset, shaping is calculated during your calendar month anniversary period and added to your new account.

10.5. Will I experience any down time?
Occasionally there can be a small amount of downtime when modifying speeds, but generally the transition is smooth.

10.6. What fees am I charged if I swap from a Biz Bliink volume charged account?
If you are changing FROM a Biz Bliink volume charged account, once the account change-over is completed you will be charged for any traffic accumulated for the days you used the Biz Bliink account in the final month.

10.7. What fees am I charged if I swap to a Biz Bliink account?
If you are changing TO a Biz Bliink volume charged account, once the account change-over is completed you will be charged for any traffic accumulated during the days you used the Biz Bliink account in the first month.

10.8. What happens if I withdraw my request for a speed change after I've submitted the request?
If you withdraw a plan change after submission, a $19.00 fee is applicable.