Satellite Broadband - Frequently Asked Questions

1. How can I pay for my Internet Plan?

Aussie Broadband has two monthly payment methods
(i) automatic credit card debit
(ii) automatic bank account debit.

2. How will I get a tax invoice or a receipt for my monthly payment?

All tax invoices and receipts are emailed to your nominated Email address automatically.

3. If I shift address can I still reconnect to the Aussie Broadband satellite?

This depends on a number of factors.  Please contact the help desk on helpdesk@aussiebroadband.com.au, with the details of the new address.

4. What does a standard installation and connection fee cover

Installation of an 84cm or 1.2m satellite dish and mount, fixed onto the roof of a single or two story building, not more than 30m of cable length between your indoor modem and the outdoor satellite dish, an Aussie Broadband satellite modem, configuring the connection on a single (non-networked) computer, and setting up your Email.  It must also be within the reception area of one of Australia’s 10 IP-STAR satellite spot beams.  (Refer to the maps on the installation page for spot beam coverage)

5. What charges are extra to a standard installation?

Any installation outside a spot beam satellite area must be quoted.  (Refer to the Spot Beam Map)
Non Standard Installations are subject to approval from the Australian Broadband Guarantee approval for a Level 5 subsidy.

Email

6. Can I access my Aussie Broadband Email even if I’m not at home?

Yes, wherever you are in the world, you just need to go to the Aussie Broadband home page, and fill in the log-in box, making sure that the ‘webmail’ box is selected.  This will take you to your webmail account.

7. Can I check the Email accounts of other ISP’s through my Aussie Broadband satellite service?

Yes, you can check the Email accounts of other ISP’s that you may have via Outlook, however if you wish to send mail you will need to change the outgoing mail server setting to mail.aussiebroadband.com.au to enable our mail server to relay your outgoing message.

Data Download Queries

8. What happens if I exceed my monthly data download allowance?

Aussie Broadband automatically shapes (reduces) your data download speed to 64 kbps (uploads and downloads) to help limit your excess data usage. You may choose to not have shaping on your connection and pay an excess data fee of 5c per megabyte. Once your new billing month begins, your connection will return to normal speed.

9. What is a download?

A download is any information that is transferred from a remote computer to your computer over your internet connection.  It does not only relate to files that are saved onto your computer.  Whenever you visit the internet, you are probably downloading, because your computer is receiving information via the internet connection.  The information can be from a website that you are browsing, or files that you are loading to your hard drive such as music, software, or news reports. Downloads also include Emails you receive.

10. What is an upload?

An upload is the transfer of a file from your computer to a remote computer, i.e. when your computer is sending information via your internet connection.  Whenever you are posting to a chat room, entering any details at a website, or requesting a web page to browse, you are uploading.  Uploads also include Emails and peer-to-peer files that you send.

11. What is shaping?

Shaping occurs when either your download or upload peak has been reached (refer Acceptable Uses Policy).  Shaping is a service that allows you to continue to access the internet, receive Emails, etc, at a reduced speed after your download or upload allowance has been exceeded.  Your upload and download speeds are reduced to 64kbps.  This will be reset to normal at the beginning of the new billing period.  To avoid being shaped, you could upgrade to a bigger plan, so you don’t exceed your data allowance.  We may also further reduce certain traffic such as Peer-to-peer once you have been shaped.

Technical Queries

12. Does Aussie Broadband provide training in Internet operation?

Aussie Broadband does not train you in the use of the Internet. Our role is to provide you with access to the Internet, some web space and Email services only.

13. If Aussie Broadband is going to do maintenance on the network will I be notified?

Aussie Broadband may need to take all or part of the network off-line for software and/or hardware maintenance or upgrades.  The majority of maintenance is scheduled between 12am and 7am with notification being provided to you via e-mail, if possible.

14. What operating systems does the Aussie Broadband satellite platform support?

In order to use Aussie Broadband satellite services your computer needs to be running Microsoft Windows 2000, Microsoft Windows XP, Microsoft Windows Vista, or a recent version of Apple and Linux operating systems.  Refer to the minimum requirements for full information.

15. I have an old computer.  Will it be suitable for connection to an Aussie Broadband service?

It is up to you to check the minimum requirements and upgrade your computer if necessary.  We suggest that you do this before adding this computer to your Aussie Broadband connection.

Please check the Installation Requirements page

16. Does the Aussie Broadband satellite system use my telephone line?

No.  Aussie Broadband uses a 2-way satellite system, so your connection is through the modem and straight to the satellite dish.

17. Is Aussie Broadband satellite much faster than dial up?

The maximum download speed of a standard dial up is 56kbps using a telephone line, and 128kbps with ISDN.  The Aussie Broadband satellite service has number of plan speeds, including 512kbps, which is at least 10 times faster then standard dialup.  Plans that use 1024kbps are faster again.

18. Will Aussie Broadband satellite work on a network or wireless network?

Yes, however some networking equipment is not compatible.  We know that the Linksys WRT54GL Wireless G Broadband Router (with 4 Ethernet network ports) works well with our platform, or check with your local PC dealer or agent for other options.  Aussie Broadband will only support the connection to the satellite modem Ethernet port.

19. Can I connect my existing home / business network on an Aussie Broadband service?

Yes, however, your installer is only required to install the Aussie Broadband service to a stand alone computer, and demonstrate that it is working there.  The installer will not connect the service to a network.  If you require the service to be connected to a network we recommend that you seek support from your local PC dealer or agent.

20. Is the satellite always on or do I dial it up?

The Aussie Broadband satellite services are ‘always on’ irrespective of whether the computer is switched on or off. It is a two-way service, so does not use a telephone line or dialup connection.  The modem can be switched off when it is not in use, but it takes several minutes to reboot again.

21. How does the Aussie Broadband satellite system work?

The Aussie Broadband modem is plugged into a network interface card within your computer. The modem is also plugged into the roof mounted satellite dish. Your internet commands are sent from the dish, and bounced off a stationary satellite back to the earth station. The requested information then returns to you the opposite way. The service can be connected to a network to allow for sharing of the service between computers in your LAN (local area network) but this is not part of the installation.

22. Does the Aussie Broadband service need a line-of-site or is it limited by distances like other broadband systems?

It requires line of site from the dish to the satellite in the sky, and the only relevant distance is that to the satellite, which is similar for everyone.  Therefore it is only in areas where things such as trees or buildings obstruct the line of site to the sky, that receiving a signal may be an issue. A good Aussie Broadband service signal is available almost everywhere in Australia.

23. I have heard that satellite broadband has a lag (latency), is this true?

There is a time lag compared to ADSL.  This is because of the 70,000km that the information needs to travel to pass through the satellite, and can result in a lag of around 1 second.  Applications like Emailing, video streaming, and file downloading are not significantly affected, however, real time applications that require low latency like Remote Desktop, Terminal Services, real time gaming, and some VoIP products, may produce unsatisfactory performance for the user.  Web browsing can also be slower compared to other broadband systems such as ADSL.

24. Will the Aussie Broadband satellite platform work in the rain?

Yes, the IPSTAR-1 satellite can adjust the signal strength to suit weather conditions using a technology called Dynamic Bandwidth Management.  Only extreme weather or solar events will affect the transmission.

25. Is lightning strike an issue?

The satellite dish is only as vulnerable to lightening strike as your television antenna. However, you are responsible for any damage to the system, whether it is from lightening strike or any other means (refer to the application form).

All computers are susceptible to power surges, which are a common occurrence in stormy weather, so it is suggested that your computer and the Aussie Broadband satellite modem be turned off and disconnected from the power supply during these conditions.

26. What security measures does Aussie Broadband employ to protect the satellite service?

The connection between the earth station and your service is fully encrypted, and Aussie Broadband have filters in place to minimise spam to your Aussie Broadband email address.  We also recommend that all users install their own firewall, virus protection, and adware / spyware checking programs.

27. Does the Aussie Broadband satellite platform provide VoIP (voice over internet protocol)?

Aussie Broadband offers a one way VoIP service. We have your VoIP traffic prioritized over the satellite network for a monthly fee. You are then able to make very cheap high quality calls to most telephone numbers.

28. Can I play real time games successfully using the satellite connection?

No.  The lag that exists in the satellite broadband platform will probably impede the flow of the game.

29. Can I host a web page using the satellite connection?

Yes, but the lag may cause difficulties.

30. Should I check for adware and spyware?

Adware and Spyware bring up unwanted advertising, slow down your computer, use up your precious MB allowance unnecessarily, and can also use your computer to spam others.  They are generally not picked up by firewall's, so it is recommended that all users regularly run a program that checks for and removes adware and spyware.  There are several free and pay programs available.
A free version of Ad-Aware can be downloaded from http://www.lavasoftusa.com/

General Information

31. Does Aussie Broadband provide me with any assurance that the information I provide is kept private?

Aussie Broadband complies with all relevant laws to ensure your personal information is kept private.

32. Are there any restrictions on what I can do using my Aussie Broadband account?

Aussie Broadband has an acceptable use policy and terms and conditions which are contained in our application packs. Please download and read for details.