Get Connected FAQs

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Does Optus Dial-up Internet have different Access Numbers for different cities?

No, we have one Access Number, 0198 331 111 for the whole of Australia. The call cost for this access number for Optus telephony customers will be a local call cost. If you are with a telephone provider other than Optus for local calls, we recommend that you contact that telephone provider to check the call cost for dialling into the new access number. It is the account holder's responsibility to check the call charges prior to using the service.

NOTE: When you're using a telephone service that's not billed directly to you, for example when you're using a hotel phone line to call into the Optus Local Access Number 0198 331 111, you will need to check the call costs for 0198 calls with that provider as they may not be charged at local call rates

Do I need two phone lines?

No. Your existing line is fine. However, you won't be able to make or receive calls when you're using Optus Dial-up Internet. So if you intend to use it a lot, it's worth considering installing another phone line.

How does a modem work?

A modem is a device that allows computers to transmit data over regular copper telephone lines. Computers store, send, receive and process data in digital format. This means that the data in your computer is stored as a series of binary digits, or bits. Phone lines however, transmit data in a continuous analogue wave. A modem converts the signal from digital format to analogue format for transmission to a remote modem - this is called modulation. When your modem receives a signal from a remote modem it converts the incoming analogue signal into a digital signal so your computer can process the data - this is called demodulation. That is how the MODEM got its name. MO for modulation, DEM for demodulation.

Why won't my modem connect?

First, check that your modem is connected to your phone line correctly. If you have an external modem you should also check it is switched on and plugged into your computer correctly. If your modem is connected via PABX you may need to enter a 0, for an outside line when you installed the software. If you still can't get a connection, call Optus Dial-up Internet Customer Service on 1300 301 325. Before calling, make a quick note of any error messages you received on your screen and the model and brand of your modem. This will help us get you up and running as quickly as possible.

Why does my modem disconnect unexpectedly while I'm online?

If you have "CALL WAITING" on your home telephone line, your modem may automatically disconnect during an incoming call. To stop this happening, you can simply turn the CALL WAITING feature off while you are using the Internet. Contact your telephone provider for instructions on how to do this.

Another reason why it may disconnect is if you have a handset plugged in that draws power occasionally from the phone line (most phones that can store numbers do this). Try disconnecting your phones from their wall sockets while using the Internet and see if that eliminates the problem.

How do I disconnect from the Internet?

Closing your browser window or even quitting out of your Internet application does not mean that you have disconnected from the Internet. Once you have completed your Internet session you should always end your session by clicking on a button marked Disconnect. This ensures you will not remain connected even though you have stopped using the Internet.

Windows users: Right-click on the connection icon (found on the right side of your Task bar, looks like two PCs joined together) and then click Disconnect from the small menu that appears on your screen.

Macintosh users: Open the PPP or Remote Access control panel, which can be found under the Apple menu, in the Control Panels folder. Then click the Disconnect button. On both these systems, you can usually disconnect by physically disconnecting the phone line from your modem.

How do I re-connect to the Internet for my next session?

It's very easy! All you need to do is double click on the Internet Explorer icon on your desktop, and follow the simple instructions. You will need to have your Optus Dial-up Internet username and password handy or if you saved them when you signed up, they will appear automatically.

What are the connection time limits with Optus Dial-up Internet?

The Optus Dial-up Internet NetRollover 250* plan has a connection time limit to ensure everyone gets a fair go. With the NetRollover 250* plan, you may be disconnected if you have been online for two or more hours and the capacity of your Local Access Point (PoP) reaches 95%. Due to Optus' high capacity network this rarely happens, if ever.

The Optus Dial-up Internet NetAllHours 400MB* plan has a 5-hour session time limit and a 20-minute idle time limit before your session times out. The Optus Dial-up Internet NetAllHours 550MB* plan has a 10-hour session time limit and a 1-hour idle time limit before your session times out. Optus Dial-up Internet Pre-Paid customers will be disconnected from their Internet session when their prepaid hours are used up or when their hours expire (at midnight on the 45th/60th day from activation). Optus Dial-up Internet NetRollover plans have the facility to self select the duration of your Internet sessions to allow you greater flexibility and control over your usage. For more information on this feature, please visit the NetRollover Session Limit page.

* Plan types correct as at December 2004

Why do I lose my connection?

Optus Dial-up Internet plans have various session limits across our range of plans, which may result in you being disconnected from the Internet. Technical difficulties are by far the most common cause for lost Internet connections. If you find your Internet connection dropping out, it usually means that the signal coming from your computer to ours is weak. If your signal is very faint or noisy, our servers will not recognise it as a connection and you will experience a "drop out". The usual causes of a drop out are a faulty line from your modem to the wall socket or between the wall socket and your local telephone exchange. You can ask your local telephone provider to perform a molds test on your line to see it is working at a suitable quality to transfer data.

What is a proxy server?

A proxy server speeds up your access to the World Wide Web. Optus Dial-up Internet uses transparent proxies to provide you with the best possible online experience and to ensure that the web pages you view contain the most up-to-date content. Transparent proxies improve the quality of service for you by delivering content at higher bandwidth and reducing transmission latency. If we didn't use proxies, customers would be traversing the Internet, contending with peak traffic in other countries and under-performing servers and network links. If someone else has already dragged a file down or viewed a page, it's far quicker to serve from the Optus Dial-up Internet infrastructure than to go and retrieve it again from the World Wide Web.