How do I apply for an Internode service?

If you have any questions, or you'd like to talk to our staff, please contact our Sales Team. You can even signup over the phone!

NOTE: ADSL may not be available on all telephone lines - some technical limitations (such as the length of copper telephone line from your house to the exchange) may prevent delivery of ADSL. If we cannot provision your order, no charges will apply. You only pay if the service connects. If ADSL is not available, consider an alternative such as NodeMobile 3G Data.

What happens behind the scenes when I order ADSL from Internode?

When you order an ADSL service with Internode, we place an order with Telstra to connect your telephone line to us:

1. A technician at your local telephone exchange connects (“jumpers”) your telephone line to a free port on a DSLAM (Digital Subscriber Line Access Multiplexer) - which transmits ADSL.
2. If you have a standard telephone service, your line is also connected to a telephone exchange switch so you can make and receive calls.
3. Your phone line is also connected to an ADSL filter (which is sometimes built into the DSLAM).
4. Once your telephone line is connected to the DSLAM, additional configuration ensures that Internet access is provided through Internode.
5. Your DSLAM connects upstream to a very high speed network link, linking back to an in-state aggregation point (in your state's capital city) and then to the Internet.

Once everything has been connected at your telephone exchange, you will need to configure your ADSL modem/router and ensure all telephone devices have a filter/splitter installed so they do not interfere with ADSL. We highly recommend installation of a central splitter by a licensed cabler.

If everything has been correctly configured, including your ADSL modem/router, you should be able to browse the Internet.

Can I transfer from Telstra BigPond to Internode ADSL?

Yes - Internode participates in all industry fast transfer/churn processes, making it easy to move to Internode from BigPond or any other provider that also participates in fast transfer/churn processes.

How long does sign-up take?

Sign-up time is typically less than 20 days - from receipt of your order to the provision of a working ADSL service - providing your service can be provisioned by our carrier (and if it can't, you don't pay for the attempt).

Some connections take longer than 20 days, and others may be faster. The typical time frame for connecting an ADSL service is currently 10 days - however we cannot guarantee that time frame, so we specify 20 days.

Once we have received your order, track connection progress using our online tracking tool.

Which ADSL devices do you recommend?

Internode has a selected range of ADSL Hardware we sell and recommend - we even pre-configure your modem/router for you, so all you need to do is plug it in!

If you prefer, you can purchase your own ADSL hardware elsewhere. If you do this, we recommend a modem/router with the following features:

• Australian telecommunications approval. (A-Tick)
• Support for ADSL and ADSL2+, and if possible IPv6 and Annex M.
• Ethernet based router with built-in PPPoA/PPPoE client.

NOTE: Technical support is supplied on a "best effort" basis for modems/routers not supplied by Internode as we may not know all the details of your particular modem/router. You may need to consult your user manual or manufacturer for assistance.

Which operating systems do you support?

We support current versions of Windows and Mac OS X. We also support Internet access for Linux and FreeBSD, and if you have another operating system (and it runs TCP/IP), we’ll do our best to support ADSL on that platform.

How do I configure my modem/router for Internode ADSL?

If your ADSL modem/router was not supplied by Internode, you will need to log into the router to configure your service:

• Enter your Internode username in full (e.g., username@internode.on.net).
• Enter your Internode password.
• Ensure the VPI and VCI are set to 8 and 35 respectively
  
(sometimes in separate fields, sometimes in a single field, specified as 8/35)

For more information on Internode configuration settings, see General Settings.

NOTE: Technical support is supplied on a "best effort" basis for modems/routers not supplied by Internode as we may not know all the details of your particular modem/router. You may need to consult your user manual or manufacturer for assistance.

Will my alarm system affect my ADSL?

Monitored alarm systems - like any other telephone device - need a line filter installed to work with ADSL.

You will need to contact your alarm company to organise installation of a central splitter - they can make appropriate wiring and filtering changes so the alarm works with an ADSL service in place (and your ADSL service works with an alarm present).

Internode takes no responsibility for the correct operation of your alarm system in the presence of ADSL - this is entirely between you and your alarm system vendor.

NOTE: Naked ADSL services are not compatible with Alarm Systems that use your phone line to call 'back-to-base'.

My exchange is not yet ‘ADSL enabled’ - will that change?

Telstra regularly upgrades its network, so its worthwhile checking regularly (via our Coverage Checker) to see if your exchange has become enabled. In the meantime, NodeMobile 3G data represents an excellent alternative.

What stages can I expect my service to move through during sign up?

The table below details some stages your service may move through during connection:

Provisioning statuses
Status	Meaning
Pre-order	Your order has been entered into our system but it has not yet been submitted to Telstra Wholesale for ADSL testing and connection.
Ordered	Your order for underlying ADSL exchange work has been submitted to Telstra Wholesale.
Received	Telstra Wholesale has received your order.
Confirmed	We have confirmed that we can deliver ADSL to your home or business, and set-up is proceeding.
Provisioned/ Fully Active	Your order has been completed and you should be able to connect.
Held	Your order has been suspended for some reason, including: Awaiting ETA Advice Telstra Wholesale has acknowledged your order but have not yet given an ETA. Transposition (Alternate Path Check) Pre-order investigations have shown that your line is in a RIM or Pair Gain System. Telstra Wholesale is searching for a way around these technology blockers. This may add 5-6 weeks to provisioning as it involves manual search and survey by Telstra Wholesale. Success rates are entirely dependent on your exchange and vary greatly. Port availability (No DSLAM ports) Pre-order investigations have shown that there are no spare ADSL ports at your telephone exchange. Your order is delayed until more ADSL ports are available/installed. This may be a few weeks, but can be longer or shorter depending on other factors. Once more ADSL ports are available, the installation process automatically resumes. Network Build Investigation Pre-order investigations revealed that the your local telephone network cannot support ADSL. Telstra Wholesale is investigating demand and the possibility of modifications to the local network. At this stage your ADSL is not confirmed. Your order may stay in this state for several weeks or longer while Telstra Wholesale carry out investigations. Network Build Underway A Network Build Investigation has occurred (see above) and Telstra Wholesale has identified enough demand in your area to warrant modifications to the local network. You may be provided with an ETA at this stage showing when the Network Build will be completed.
Cancelled	Your order has been cancelled because an ADSL service could not be set up on your telephone line for some reason. These reasons vary - you will need to contact us to find out the reason and discuss your options. Some problems can be overcome, but others can't.
Network Build Will Not Proceed at this Time	Your current telephone network cannot provide ADSL. Telstra Wholesale has carried out a Network Build Investigation (see notes under "Held") but have determined that they will not proceed with modifications to provide ADSL. At this stage your ADSL order is cancelled.

Do I have to have a working voice phone service on my ADSL line?

Yes, a working phone line is required for Easy Broadband and Easy Reach services. However, no voice line is required for naked services, such as Easy Naked.

Does it matter which phone provider I use?

It doesn’t matter which provider you use. There is also no need for your phone provider to be Telstra, despite the physical copper line being a Telstra line.

Internode also provides telephone services - try NodeLine and save money on calls, enjoy the convenience of a single supplier, and benefit from bundling discounts!

Your carrier rejected my ADSL order.
What does my rejection reason mean?

If your order is rejected, please contact us so we can see what we can do. Sometimes we can help, even with apparently ‘un-fixable’ cases - although be prepared to accept that we usually can’t fix those - the underlying copper activation is done by Telstra, and is subject to the state of their copper network in your area.

It’s important to remember that Telstra regularly updates their copper network - if you’ve submitted a failed order in the past, you may like to resubmit your order. To resubmit an order, click the "Resubmit my Order" button in our status checker.

The table below shows common rejection reasons:

Rejection	Meaning
Invalid Service Number Non-Telstra Service	Your current telephone service is not a Telstra copper line service. This may mean your phone service is, for instance, an Optus "direct connect" service. The service must be a Telstra copper phone line service to activate ADSL.
Transmission Loss Too High	The telephone copper line to your home or business is too long for ADSL to work properly. Telstra Wholesale DSLAM-based lines are "service qualified" to 56db of loss at 300Khz - roughly equating to an average of 4.5km line length (this may vary). Internode DSLAM-based services are subject to different constraints - we may be able to provision services on Internode DSLAMs that would otherwise fail on Telstra DSLAM-based qualifications. In particular, Easy Naked ADSL2+ is well suited to delivering ADSL over long lines.
Incompatible Product	There is an incompatible product on your phone line that prevents our ADSL application from progressing. This could mean: There is already an ADSL service (or codes) on your line, from an old application. There may be a phone 'product' on the account- such as: a pre-paid phone account, an ANT1 or ISDN service, call diversions, a phone fault logged on your phone line. You need to contact your telephone provider to investigate the specific issue that is preventing the ADSL application.
Service Number not yet connected	The telephone number you provided is not active in the Telstra Wholesale database. If this is a new connection, it may take a couple of days between a phone service working and the database reflecting that the number is connected. Alternatively, the phone line may be using another company's infrastructure (or delivered over hybrid fibre-coax cable) and cannot be found in the Telstra Wholesale database.
Network Build Will Not Proceed At This Time/ Alternate Path Not Available	A pre-order investigation revealed that ADSL is not available at your home or business, because there is not a continuous "copper line path" between your home/business and the Telstra Exchange. This typically means your telephone line is connected to a Pair Gain System or a Remote Integrated Multiplexer (RIM). Telstra Wholesale has performed a Network Build Investigation in your local area to investigate the possibility of making modifications to the local network to support ADSL. In some situations the problem may be overcome - for instance, some RIMs may be fitted with a "minimux" (a miniature DSLAM) to enable ADSL. In other cases, Telstra Wholesale may not proceed with modifications and ADSL cannot be provided. At this stage, your ADSL order is cancelled and there is no charge to you.