Frequently Asked Questions
Can I use a voice service on the same line as an SHDSL service?
This is dependent on the equipment used by the wholesaler at the telephone exchange. During the service qualification period before an application is submitted, you will be informed by Business Solutions whether or not you can use a voice service on your SHDSL line.
In some cases Westnet will be able to provide a data line to the premises purely for the purpose of running SHDSL and a connected phone line will not be required (meaning no line rental will be charged for that line).
How long does it take to provision a service?
A time allowance of at least 21 days for the provisioning of an SHDSL service should be made. Our wholesaler's work to a target of 14 days, though deadlines may go beyond this period in some cases. Business Solutions will keep you informed if the original timeframe quoted changes for any reason.
I have an ADSL modem/router. Can I use this for SHDSL?
No. SHDSL uses a different spectrum. A Cisco 878 router is recommended and can be supplied by Westnet Business Solutions.
Do I need to be in attendance at cutover and install of service?
At cutover, if the Main Distribution Frame (MDF) is secured and not easily accessible, an authorised person must be in attendance. If there is any doubt, call Westnet Business Solutions on 1300 786 006 to discuss any problems which may prevent the cutover from being completed.
Where is SHDSL Available?
Westnet Business Solutions are able to provision services Australia-wide, providing the local infrastructure allows it. Pre-qualification checks are done according to a PSTN line supplied. If a required line speed is not available, you will be informed of the alternative speed and asked if you would like to progress with the order. In some cases wholesalers such as Telstra and Optus may reject the order, due to a lack of spare copper available to run the dedicated line. In this case, and only as a last resort in order to get an SHDSL service, you may be asked if they wish to sacrifice an existing PSTN line.
If I choose not to go ahead, are there any cancellation charges?
Fees as a result of wholesale charges may apply, depending on which stage of the process the order has reached when the cancellation request is received. To determine exact charges (if any), contact Business Solutions on 1300 786 006.
What are the Service Level Agreements (SLAs) for Service Outages?
For details on the Service Level Agreements please read here:
http://www.westnet.com.au/internet/business/shdsl/sla.aspx
What is the contention ratio?
All services are provisioned on the basis of enough capacity to meet peak demand.
Does Westnet have a managed service available?
Yes, Westnet Business Solutions can provide a managed service. In order for the service to be managed, Westnet must supply the hardware. Simply tick the 'managed' box on the application form and we'll take care of the rest!
What is the billing period?
Westnet bills on a monthly calendar cycle, and for customer on a Direct Debit or Credit Card arrangement the invoices will be raised on the 1st of the calendar month, and will generally be billed some time during the first 10 days of that month.
For customers who have an arrangement with Westnet to have an invoice either mailed or emailed to them, the invoices are raised mid month in advance, and mailed/emailed to the nominated address. The due date for the payment will be provided on the invoice.
Can I relocate my SHDSL service if I move? Are there any charges?
If you were to move premises, you don't have to pay out the contract. However when you connect at the new premises, you will be required to start a new 12 month contract and pay a connection fee.
SHDSL may not be available at the new premises and therefore cancellation fees may apply.
What will be the cost of speed upgrade/downgrade?
Speed changes are free, providing you stay on the same type of service (e.g. SHDSL). If you change your service and move from SHDSL to BDSL for example the service is cancelled altogether. By moving onto a new service, cancellation fees will apply, as will new connection fees. Speak to a Westnet Business Account Manager for specific details on 1300 786 006.
