Is IPSTAR ADSL/ADSL2+ service available to all customers or in all areas?
This service is only available to eligible customers who locate in the area of an IPSTAR ADSL/ADSL2+ enabled exchange. Please call us on 1800 477 888 to see if you are eligible for the service.
Do I need an active phone line to connect to IPSTAR ADSL/ADSL2+ broadband?
Yes. IPSTAR can only provide this service to customers who have an existing telephone service.
Can IPSTAR guarantee ADSL2+ service compatibility with my telephone line?
We cannot guarantee that you will get the ADSL2+ service. This means that we may not be able to offer you the ADSL2+ service in some circumstances. This may include the fact that a sub-exchange where your telephone line is being connected uses cabling that is not compatible with ADSL2+. We suggest that you contact IPSTAR to confirm that you can receive ADSL2+ service.
My phone line is not provided by Telstra. Can I still sign up?
This may be possible subject to IPSTAR service qualifications. Please call us on 1800 477 888 and we can check this for you.
Can I get a new IPSTAR ADSL/ADSL2+ service if my current ADSL/ADSL2+ is provided by other provider but my phone line is connected via Telstra network?
Yes. This may be possible subject to IPSTAR service qualifications. You can apply for a fast transfer/churn to IPSTAR ADSL/ADSL2+ as long as your nominated phone line is compatible with IPSTAR ADSL/ADSL2+ service. The turnaround processing time is usually shorter than a new installation.
I have moved into a new property and the phone line is not active. Can I still apply for IPSTAR ADSL/ADSL2+ service?
Unfortunately, an available copper phone service and an active phone line are required at your new property for IPSTAR to set up your new ADSL/ADSL2+ service. You may need to get your phone line enabled, then contact IPSTAR once you have an active phone service and phone number.
What happens if I don’t have or remember my phone number at the time when I place the order?
Unfortunately, you cannot proceed with the order until you can obtain the phone number you wish to use for IPSTAR ADSL/ADSL2+ service from your current provider.
How long does it take for my new IPSTAR ADSL/ADSL2+ service to be active and ready to use?
IPSTAR will do our best to ensure that you new service will be activated as quickly as possible. It normally takes approximately 10 business days after receiving your completed application form; however it can be much longer due to some conditions which are not in control of IPSTAR such as type of service, installation, activation or service area.
Is there any chance you can speed up the activation process for me?
The activation process is dependent on our supplier’s connection timeframes. This is outside our control but we will try our best to get it done as fast as we can.
What happens to my phone service and my ADSL/ADSL2+ connection after I have completed an application?
Once your order is completed, IPSTAR will then start the process of activating the ADSL/ADSL2+ service. Your new IPSTAR ADSL2+/ADSL service should be active on the arranged day of activation.
Is there any interruption for my old phone or ADSL/ADSL2+ service?
No. There is no downtime if your current ADSL/ADSL2+ service is provided by other provider. You will stay connected until we move you to your new IPSTAR ADSL/ADSL2+ service on the scheduled appointment day.
What should I expect to get any hardware that I’ve ordered?
We will dispatch any hardware that you’ve ordered to your delivery address in 1-2 business days after we receive a notification of connection date from our supplier. It should take 3-5 business days to arrive and you should get it before or on the date of service activation.
What speeds will I get from IPSTAR ADSL/ADSL2+ broadband?
We aim to deliver the highest speed available based on what is available on your telephone line or telephone enabled exchange. You may receive up to 24Mbps/1Mbps of speed that is the maximum possible speed of ADSL2+ but we cannot guarantee that all customers will get that speed. The speed may vary due to some factors such as location, weather and other technical limitations.
How can I check my current data usage?
You are able to check your current data usage by logging into MyIPSTAR Portal.
Can I change my chosen plan?
Definitely. You can upgrade or downgrade your plan once a month and your new plan will be effective from your next billing cycle. Please call us on 1300 477 888 and we will do everything for you.
What happens if the monthly data allowance is exceeded?
There will be no extra charge if you exceed your monthly data allowance; however, IPSTAR will shape your speed to 256Kbps for 50GB and 200GB plans; to 512Kbps for 500GB plan; and to 1024Kbps for 1200GB plan (both download and upload).
What if I cancel the service before the agreed minimum term ends?
If you sign up for a 30-day contract term, there will be no early termination charges as long as you give us a written notice 30 days in advance. However, if you choose to sign up for 12 or 24-month term and wish to terminate the service before the agreed minimum term ends, an early termination fee will be applied subject to the remaining service period ($100 – if you have less than 12-month commitment left on contract or $150 if you have more than 12-month commitment left on contract).
I’m moving to a new place, can I bring IPSTAR ADSL/ADSL2+ service with me?
IPSTAR provide the broadband service at the address/phone number which you nominate. IPSTAR cannot guarantee that we will be able to offer you the same service and you may also incur cancellation and/or relocation fees.
I use my IPSTAR ADSL/ADSL2+ service to run my business. I have a service fault. How do I get this fixed as a priority?
IPSTAR offer a residential class of service only. We will work with you to try to resolve any network issues as soon as possible. However we treat all of our customers with the same level of priority and do not offer any business grades of service.