| RESIDENTIAL: Naked DSL FAQs |
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The following Frequently Asked Questions about Naked DSL cover the following areas:
• What is Naked DSL?
• What is Naked VoIP?
• Naked DSL Availability
• Naked DSL Data Allowance
• Signing up for Naked DSL
• Upgrades and Relocations
What’s the Difference between Regular DSL and Naked DSL?
With regular ADLSL/2+, you need to have an active telephone service in order to receive your broadband service.
With Naked DSL, we can now provide you with a great DSL broadband service without a PSTN voice service running over the same copper wire. This means you won’t have to pay a monthly phone rental any longer in order to get broadband. A VoIP phone service is included at no extra cost with your Naked DSL service allowing you to make really cheap calls over your broadband connection.
How does Naked DSL work?
Your phone line is shifted from the Telstra network to the Optus network. When we first set up your Naked DSL service, your phone service will be active with gotalk for a few days until we finalise your new service. We won’t charge you any line rental during this short period, but if you do make calls over your landline, we will charge you for those. If you ask us to transfer your existing phone number to your VoIP service, your landline may remain active for a period of 5 – 10 days while we process this for you.
Naked DSL sounds great but if I don’t have a phone line will any of my current services be affected?
If you are using any services that require a standard telephone service to operate, these will not work with Naked DSL as you will no longer have an active phone line. Services that will no longer work include fax machines, eftpos machines and monitored alarms.
In addition, if you have Pay TV and want to use services such as voting or purchasing box office movies that require a landline, these services may not work.
I have a fax on my phone line, can I still use it with Naked DSL?
No – a fax requires dial tone to operate. As your Naked DSL service does not have dial tone your fax will not work. If you still need to use your fax machine, we recommend you install a second line for this.
How fast is Naked DSL?
gotalk Naked DSL runs on the Optus ADSL2+ network. ADSL2+ is the next generation broadband which delivers much faster download speeds than standard 256k broadband. You can experience high speeds subject to various constraints, such as the distance from the exchange, or the hardware type.
The major benefit of the super speed broadband is the ability to download and access information, movies, songs and more from the web in a fraction of the time. ADSL2+ will allow you to enjoy large file downloads faster, and better quality of phone calls over the internet (VoIP). You can run graphic intensive online gaming, online streaming TV and radio.
The actual speeds you can receive at your place depend on a number of factors including the distance you are from your exchange, internet traffic congestion, the quality of your line and signal strength.
How do I get Naked DSL?
You can sign up for Naked DSL with us over the phone – just give us a call on 1800 700 934.
Naked VoIP is your bonus VoIP account that comes with your Naked DSL service. Using your Naked VoIP service, you can make really cheap calls around Australia and anywhere in the world. You don’t pay any monthly access fee, just 9.9 cents per call for all local/national calls and 19.9 cents per minute for calls to mobiles. International calls cost from just 1.5 cents per minute.
If you make lots of calls, you might want to check out our award winning goVoIP Aussie pack, which gives you loads of included local and national calls and loads of calls to mobiles from just $14.95 per month.
Can I make calls to 000 using Naked VoIP?
Yes, you can make calls to 000 from your VoIP service. However, it is important that you are aware that if your broadband connection is not working, is set up incorrectly, or when there is a power failure, the VoIP service will not work until the broadband connection is restored. This means you will not be able to make any telephone calls using the VoIP service, including calls to 000 during this period.
Can I make calls to 1900 numbers using my VoIP service?
No, you can not make calls to 1900 numbers using your VoIP service.
Is Naked VoIP a primary line service?
No, you should be aware that our Naked VoIP service is not a primary line service. Although we do not expect that you will experience significant degradation to the voice quality with our Naked VoIP service, quality of service is not guaranteed.
Can I keep my existing telephone number for use with my VoIP service?
Yes you can – we can arrange to transfer your existing telephone number for a one-off charge of $9.95. When we first set up your VoIP service, we will issue you with a temporary phone number until the transfer of your existing landline is complete. Once this is done, we will send you an email confirming that your VoIP telephone number is now your old landline number. Please be aware there will be a period of 5 – 10 days where your landline will actually be with gotalk, so any calls you make over it will be charged. You won’t pay any line rental during this period but calls will be charged at the following rates:
Local calls : 17c per call National calls : 14.9c per minute
Mobile calls : 29.9c per minute Call Connection : 39c per call
Can I use my existing telephone to make a VoIP call?
Your Naked VoIP service comes with a free softphone so you can start making calls from your computer straight away. If you would prefer to make calls using your telephone handset, we can provide you with an analogue terminal adaptor (ATA) for a one off fee – simply plug this device into your modem, plug your phone into the ATA and you can make calls using your telephone handset.
Can I send and receive faxes from my Naked VoIP service?
No. Your Naked VoIP service utilises your Naked DSL service to make calls over the internet. As Naked DSL does not have dial tone your fax will not work. If you still need to use your fax machine, we recommend you install a second line for this.
Why are there no free included calls with the Naked VoIP service?
Our customers have told us they would rather we keep the Naked DSL pricing as low as possible rather than increasing the price to include free calls. With our Naked VoIP service, there is no monthly fee – you just pay for your calls at very low rates (9.9 cents per call for all local/national calls and 19.9 cents per minute for calls to Australian mobiles). Or you can upgrade to any of our standard VoIP plans, including our multi-award winning goVoIP Aussie Pack, which gives you 300 local calls, 300 national calls and 100 calls to mobiles (or 500 mobile minutes) from just $14.95 per month.
Will my VoIP number be listed with Directory Services?
No - telephone numbers associated with Naked VoIP or any other VoIP service are not listed in the white pages telephone directory or with any other directory service.
Will my existing phone value added services be available with Naked VoIP?
No. When we set you up with Naked DSL, your phone line will be cancelled along with all its associated services (e.g. White Pages listing, etc). However, there are a number of features included at no extra charge with your Naked VoIP service, including voicemail. You can read more about the bonus VoIP features here. Please note that if you are using VoIP from an ATA rather than the gotalk softphone, not all of these features may be available.
If my Naked DSL isn’t working, can I use a back-up dialup service?
There is no backup dial-up service associated with Naked DSL. This is because you no longer have a landline phone service to dial up with. You can still access your email online from our webmail system.
What happens to my phone line when I transfer to Naked DSL?
If you currently have a telephone service, this service will be transferred to gotalk prior to the Naked DSL service being provisioned. Once your Naked DSL service has been set up, the telephone service will be disconnected. This will generally occur between 5 – 10 working days after the service is transferred to gotalk. Any landline calls that you make after your phone service is transferred to gotalk will be charged at the following rates:
Local calls : 17c per call National calls : 14.9c per minute
Mobile calls : 29.9c per minute Call Connection : 39c per call
For more information, click here.
What happens if I don't port my telephone number across to gotalk within 30 days of Naked DSL Service Provision?
You will not be charged any telephone line rental (monthly access fee) during the period from Naked DSL service provision for the next 30 days, to enable your telephone number to be ported across. Normal call usage fees will continue to apply during this period. If you have not ported your number across within this timeframe, then a $19.95 per month line rental fee will be charged plus any call usage fees at rates as listed above, to keep the telephone line active.
Can I cancel Naked DSL and get my phone line and number back?
You can cancel your Naked DSL service at any time. If you want to reconnect your phone and broadband service with another provider, you can also do this. If you want to keep your phone number, it will only be possible to do this if your new provider is either Telstra or Optus retail.
Will Naked VoIP affect my Naked DSL data allowance?
All data downloads, including those from the use of your Naked VoIP service count towards your plan’s data allowance. Even if you exceed your data allowance and your Naked DSL speed is shaped, you will still be able to make VoIP calls.
Can I surf the internet at the same time I am making a VoIP call?
You can, but we don’t recommend that you surf the internet at the same time you are making a VoIP call as this may impact on the quality of the call.
Where is gotalk Naked DSL available?
gotalk Naked DSL is available in areas covered by the Optus ADSL2+ national broadband network. This network covers almost 3 million Australian homes. Give us a call on 1800 468255 and we’ll check to see if you are on the Optus network.
How do I know if I can get Naked DSL?
First, give us a call on 1800 468255 so we can check if you are covered by the Optus network. If you apply for Naked DSL, we'll confirm if you can get it at your place. Here's a quick assessment list :
- First, you must be in an area covered by the Optus ADSL2+ network.
- Your phone line must be currently with gotalk, or with Optus or Telstra or a Telstra reseller.
- If you don’t currently have a phone line, there must have been an active phone service at your home at some point in the past.
- Your phone line must pass a series of compatibility checks which we will investigate for you.
Why wouldn’t I be able to get Naked DSL?
There are a number of reasons why you may not be able to get Naked DSL. These include:
- You may not be in an area not covered by our ADSL2+ network
- If you have “complex services” on your phone line, such as line hunt, fax stream duet or ISDN
- If your current phone network provider is not Telstra or Optus
- If you have incompatible infrastructure such as Pair Gain System or RIM equipment.
What is included in my monthly data allowance?
Each Naked DSL plan provides a monthly usage allowance that represents the maximum usage that can be used at high speed during a billing month. Only downloads are counted towards the monthly usage allowance on the Naked DSL service including VoIP download traffic.
What is shaping?
Shaping is the term used when we slow down your connection speed once you go over your data allowance for the month.
What happens if I exceed my monthly data allowance?
When you go over your monthly data allowance, we shape your service by slowing your broadband speed to 128kbps.
Will my VoIP be affected if I go over my monthly data allowance?
If your Naked DSL account is shaped, you will still be able to make calls using your VoIP service but it is possible you may experience some slight degradation to the call quality.
What are the peak and off-peak times?
Data allowances on gotalk Naked DSL plans are split between peak and off-peak. Off-peak time is between 1am and 6am AEST. On-peak time is between 6am and 1am AEST. For plans launched from March 2nd 2009 such as Express Naked, Turbo Naked, Pro Naked, Elite Naked and Ultra Naked, peak time is 7am to midnight and offpeak time is midnight to 7am.
How is my monthly data allowance calculated?
To calculate the amount of downloaded data that has been used, we count the amount of traffic on a monthly basis. The month is based on your invoice period. If you exceed your quota during the month you stay shaped until your next invoice date.
Will Naked VoIP affect my Naked DSL data allowance?
All data downloads, including those from the use of your Naked VoIP service count towards your plan’s data allowance. Even if you exceed your data allowance and your Naked DSL speed is shaped, you will still be able to make VoIP calls.
How do I sign up and connect to Naked DSL?
You can sign up over the phone with one of our sales team by calling 1800 468255. Payment by direct debit or credit card for your monthly fees is mandatory, so make sure you have your credit card or direct debit details handy.
Can I cancel Naked DSL and get my phone line back with my old provider?
If your phone line was with Telstra or Optus retail you can ask them to reconnect your old service. If your phone service was with another provider you will not be able to reconnect your old number.
What happens to my current phone number?
We can transfer your current phone number to your VOIP service so your friends and family can still contact you on the same phone number they've always called - you just need to request this during the sign-up process. You’ll need to complete an Authority to Port Telephone Number form which can be be found here.
How long does it take to connect to Naked DSL?
The application process takes around 21 days from the time of application. This time may be less or more depending on your line.
Will my current phone number be listed in the next edition of the Whitepages?
No, when you cancel your phone line for Naked DSL, your Whitepages listing will be removed.
Do I need to cancel my phone line before applying for Naked DSL?
No you don’t. Please sign-up for Naked DSL on your existing phone number. Once your Naked DSL service has been set up, your telephone service will be disconnected. This will generally occur between 5 – 10 working days after the service is transferred to gotalk. Any landline calls that you make after your phone service is transferred to gotalk (but before it is disconnected) will be charged at the following rates:
Local calls : 17c per call National calls : 14.9c per minute
Mobile calls : 29.9c per minute Call Connection : 39c per call
For more information, click here. You will not be charged any telephone line rental during the period from transfer to disconnection.
I currently have broadband with another provider. How long will I be without broadband for?
If you have ADSL2+ with another service provider, you can use your broadband until we transfer you to Naked DSL. After the transfer you'll need to set up your broadband hardware for gotalk Naked DSL, after which time you can start using broadband again. If you have any problems, just give us a call on 1800 468255 and we'll help you.
If you have ADSL2+ with another service provider (other than Optus), you may be without a broadband service for up to 21 days. Give us a call on 1800 468255 so we can check service availability.
How long will I be without my phone service?
If you currently have a telephone service, this service will be transferred to gotalk prior to the Naked DSL service being provisioned. Once your Naked DSL service has been set up, the telephone service will be disconnected. This will generally occur between 5 – 10 working days after the service is transferred to gotalk. Any landline calls that you make after your phone service is transferred to gotalk will be charged at the following rates:
Local calls : 17c per call National calls : 14.9c per minute
Mobile calls : 29.9c per minute Call Connection : 39c per call
For more information, click here. You will not be charged any telephone line rental during the period from porting to disconnection.
Do I need to have an active phone line to sign up for Naked DSL?
You don’t need to have a phone line to get Naked DSL but there must have been an active phone service at your home at some point in the past.
What do I do if there was never a previous phone connection at my premises?
If there has never been a previous phone connection in your home then you need to connect a phone line first before we can tell you if you are eligible for Naked DSL. Give us a call on 1800 468255 and we can help you with this.
I am an existing gotalk broadband customer, can I upgrade to Naked DSL?
If you are an existing gotalk ADSL2+ customer you will most likely be able to upgrade to Naked DSL. If you are an existing gotalk ADSL1 customer, we will need to check if our ADSL2+ is available at your place. Give us a call on 1800 468255 and we’ll take a look for you.
If I change to Naked DSL, will I need to update my modem settings?
If you are existing gotalk broadband customer, you shouldn't need to make any changes to your broadband modem settings when upgrading to Naked DSL. If you are a new customer, you will need to enter your new gotalk username which we will send to you when it becomes active.
You will also need to update your VoIP number and password if you brought your phone number across as your Naked VoIP number.
I'm currently under contract, what happens when I upgrade to Naked DSL?
If you are currently under contract with gotalk, you can choose the "no contract" option for Naked DSL – this will transfer the remainder of your existing contract over to your Naked DSL service. We won't charge you any disconnection fees for your old service but there is a connection cost for the no contract option of $99. If you would like to reduce this connection fee, or even get it at no extra cost, you can enter into a new 12 month contract for a connection fee of $49, or a 24 month contract for no connection fee. An early termination fee of $200 will apply if you break your new contract before the expiry date of the contract.