How do I signup?

As long as you are the authorised owner of the telephone line, simply visit our Online Sign UP.

What speed should I expect?

Our ADSL2+ service will be able to get a maximum speed of 24Mbps/1Mbps and a minimum speed of 1.5Mbps/256k. In general, services which are not able to obtain the minimum speed will fail the service qualification. In very rare circumstances a customer may get speeds lower than the prescribed minimum. Your actual speed will vary dependant on the physical characteristics, such as distance from your exchange, of your telephone line and potentially any external interference.

Will my current modem work with ADSL2?

Modems that we have been selling for the majority of the last two years have been rated for ADSL2. Anything prior to this will work at ADSL1 speeds, which is 8Mbps. Please contact our sales team should you require a new modem. It is advisable however that you purchase your new router direct from EscapeNet to ensure that it is configured correctly for our network, as well as giving you the convenience of being able to contact our trained staff for any modem related issues you may be having.

Will my current line filters work with ADSL2?

In most situations you would have filters which have been designed for use with an ADSL1 modem. ADSL2+ however requires line filters of higher quality. It is therefore advisable that you replace the filters that you have currently installed with ADSL2+ grade filters. Please contact us to assist with this process.

What does bundle mean?

Bundling is the process of combining both your telephone and adsl service into the one package. The bundle must be at the same address and is billed as one combined bill. We offer a better price as a result of having lower overheads and your greater spend with us.

Do I have to bundle?

No, but we have some great bundled plans.

Do I have to convert my telephone line to you?

As part of the bundling process, it is a requirement that your telephony, including Long Distance, Local and pre-selection are migrated (and remain so) to Escapenet. In the near future we will release a product which does not rely on bundling your telephone service to get ADSL 2+.

Do I have to change my telephone number?

In general there is no requirement to change your telephone number when you purchase our bundled ADSL2+ and telephone plan.

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What happens to my existing telephone service?

Your telephone service, including Local call, Long distance & preselection will be ported to EscapeNet as part of the broadband and telephone bundle. You need to be sure that this does not affect any existing contracts you may have.

Can I churn my existing connection?

There is no churn process for our adsl2+, however in reality it will seem like there is one. You should be able to just place an order with us, and we should be able to migrate you directly without the need for you to cancel your service. So, the outage will be minimal.

Can I transfer my existing EscapeNet ADSL to ADSL2+ if I'm still in contract?

In short yes, however there may be some fees as we need to migrate your connection from our ADSL1 network to our ADSL2+ network.

EscapeNet is committed to helping our customers upgrade, and therefore will subsidise the migration cost.

• If you have been connected to your ADSL1 connection for less than 6 months, you will incur a $66 migration charge* +.
• If you are out of contract or have been connected for longer than 6 months, we will facilitate a free transfer* +.

+ Free transfer applies for as long as we have free install. Free Install is valid until 31st December 2011.

*If you were previously in contract, a new 24 month contract will apply for all ADSL2+ bundled connections. A new modem is not supplied under this migration offer. If you want to opt for a 12 month contract an additional $66 fee will apply.

Can I relocate my ADSL2+ service?

As long as we have an active ADSL2+ exchange and your line will support ADSL2+, we can relocate you between your old and new house. A relocation is treated as a cancellation of existing services and the provisioning of new ones at the new location; as such fees may apply depending on your contract status.

What downtime should I expect?

The downtime should be minimal when your service gets migrated. Generally a half day appointment is booked for your activation, and you will experience about 20-30 minutes of downtime during this time. This means that neither your telephone nor internet will work for this brief period.

When would I expect my service to come online?

We will be performing migrations in exchange batches, and hence there may be a delay of one month before your connection is active. We ask for your patience whilst we are migrating the services. Once the initial migration phase has passed, an order will generally come online in about 10 days.

Can I apply for ADSL2+ with EscapeNet?

In general, as long as you do not have a life threatening medical condition as determined by Telstra, then you are more than welcome to signup and use our service.

What will this cost me?

Our table showing the plans and other associated costs is available from our website.

What is the contract cancellation fee?

Contract cancellation fees vary depending on the offer provided. Please refer to the sales information page for your product to determine the applicable fee.

Are there hidden costs?

There are no hidden costs associated with this service. You should be aware that as part of the bundle, we will be billing you for your adsl and your phone service.

What is CSG?

CSG means Customer Service Guarantee. It is a Federal Government consumer protection law, which is aimed at providing protection for residential and small business consumers. Specifically it relates to performance surrounding:

• Service connection times.
• Addition of enhanced call features.
• Fault rectification.
• Meeting appointments.

Should the relevant standards be breached for each of these conditions, then damages are automatically payable to the consumer.

CSG does not apply in all situations nor does it apply for all services. If damages apply in relation to CSG, they will be applied automatically.

Why do I need to waive CSG?

You are not forced to waive CSG, however if you do not, you will not be eligible for the special offers that we make available, such as free installation.

When we talk about waiving CSG, we are specifically referring to waiving the installation related CSG.

Will my international phone card work with your service?

Most pre-paid calling cards should be fine for use with our ADSL2+ Bundled broadband and telephony services.

Is there a way to confirm my service is online?

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