Frequently Asked Questions (Broadband)
Posted by James Markham, Last modified by James Markham on 25 February 2019 02:03 PM
What are my connection details?
SpinTel provided hardware will be preconfigured, these settings should only be required by customers who have provided their own equipment.
What features do I get with my SpinTel ADSL services?
When you sign up for an ADSL service with SpinTel, you also receive the following:
If you have any questions on what these additional features are, or how to use them, please refer to our Broadband Guides or contact technical support on 1300 303 375.
Is there anything that can prevent me from connecting an ADSL service?
Is there anything that can prevent me from connecting an ADSL service? There are some infrastructure limitations that may prevent you from getting an ADSL service at your requested location. These can include, but are not limited to:
Generally we are unable to determine if your requested location falls under these categories until we start processing your order. However, if one of these problems does occur, it can result in anything from a small delay in the provisioning process to a complete inability to connect the service. The best way to proceed is to simply apply for your desired service, as most of the time there is no problem, and should an issue arise, we will contact you to discuss your options.
What speeds should I expect from ADSL?
The table below contains a guide to connection speeds provided by SpinTel ADSL services. These are the speeds you can expect depending on your ADSL plan.
You can perform a speed test of your service by clicking here.
Am I able to use my own modem or one from another provider?
The short answer to this question is - Yes. Our technical support is quite capable of configuring modems from most Internet providers. There are occasions where providers can "lock" their settings on the modem, making it difficult or impossible to use it with SpinTel ADSL service, but we will do our best to help. If we are unable to configure the modem for use with SpinTel ADLS service, it may be necessary to contact the manufacturer of the modem or purchase a new modem.
Do I need a working phone service before I can get ADSL?
Yes, you do. To provision an ADSL service, an active dial tone must exist on the phone line. We are unable to place an ADSL service order if another order is pending on the line; this includes waiting for a phone service to be provisioned.
Do I need to use line filters?
Most customers will need to use a line filter. These are used to filter out the noise interference coming from the modem over the telephone handset, as well as to ensure a stable broadband connection whilst the telephone is in use. You will need a filter on each one of your telephone handsets and on any other device that uses a telephone jack, such as fax machines, back-to-base alarm systems and cable/satellite TV services. If you are not using a telephone handset or another device on your landline, a filter in unnecessary; otherwise, please refer to our ADSL Filtering Guide here.
What is an Isolation Test?
An isolation test is a troubleshooting technique that involves connecting a single device at a time to your phone line, generally either your ADSL modem or phone handset (depending on which service is experiencing problems). For example, if there is no dial tone on your phone line, you will be asked to connect only one telephone handset to your landline socket without using any filters, adaptors, extension cables or other devices of any kind. You will also need to disconnect devices that use your ADSL line from all other sockets in the premises, such as:
This test is designed to eliminate potential problems that may be caused by the equipment located within your premises.
Should I use USB or Ethernet?
While both methods will work fine, Ethernet (or LAN) is the recommended method of connecting a modem to your computer; it also tends to be more reliable. If both options are available for your modem, make sure you only use one or the other and not both at the same time. Please seek help from the modem’s manufacturer if you are experiencing problems with your device.
I can't retrieve my emails or browse the Internet! What can I do?
If you are experiencing problems connecting to the Internet, the first thing to do is to turn off all your equipment, wait for approximately 20 seconds and then turn it back on. If this doesn’t work, the problem may be due to a DNS issue, where your computer or modem is unable to convert the address you type into the browser’s address bar into an IP address of the website you want to connect to. In these instances you will need to manually set the DNS servers on your device for these pages to be displayed.
The server addresses are:
If this doesn't resolve the problem, try the following:
Failing this, you could try using a proxy server in your browser. For Internet Explorer, perform the following steps:
If you continue experiencing problems, please contact SpinTel Technical Support.
Does other activity running on my ADSL service affect my download and / or upload speed?
Any activity performed on the Internet is utilising your bandwidth, so it's important to factor this in when choosing the connection speed. The more computers you have on your internal network, the higher speed you will need. If you couple this with peer-to-peer sharing programs, VoIP or live content streaming, you may realise that you need a faster internet connection that you initially thought. Bear in mind that if you are uploading a lot of data, this will in turn create a bottle-neck for your downloads and you may notice speed variations. Feel free to contact SpinTel support, which can give you advice on upgrading your internet connection.
Where can I check my ADSL Usage?
To check your ADSL usage, login to the My Account section of our website with your username and password.
What is a RIM and Pair Gain System?
A RIM (large pair gain system) means that the copper connection is not continuous. Pair Gain Systems are generally used as a way to solve line shortage issues by using existing copper infrastructure rather than installing new lines, but this comes at the cost of quality, which does affect the viability of sustaining ADSL services on such lines. Unfortunately, this means we generally will not be able to provision the service in these instances. We can, on occasion, find an alternative path to your premises that will allow the provisioning of an ADSL service. However, this does increase the amount of time it takes to connect the service and still doesn't guarantee that a service will be provisioned.