Will I be charged a connection fee?+
ADSL and VDSL Connection Fee
A $70 standard broadband connection fee applies when you sign up for a no-term contract.
A $50 standard broadband connection fee applies when you sign up for a 12 month contract.
FREE standard broadband connection when you sign up for a 24 month term.
If there is not a copper line to the property, a full installation may be required. If this is required it will be at a charge of $199 to your account for their time and labour.
If you don’t have a jack point in your house or need another one installed this will cost you $150.
Fibre Connection Fee
All basic connections on Fibre plans are free. However, in certain situations there can be some costs if additional non-standard work is required which can include:
– Requesting a different type of install option from the road to the property. For example, if you remove an existing aerial cable and replace it with an underground cable.
– Electrical work to install additional power plugs that you may need to set up your connection. For example, if you want your ONT placed behind the computer and don’t have a socket there.
– There may be a charge if you want your phone jack livened in a secondary location, ie in the bedroom as well as where the ONT is installed. However most Fibre providers offer a free copper to Fibre interception, please check with your sales adviser if this applies to you in your area.
– Getting the ONT moved after it’s been installed, if you change your mind.
– Additional hard wiring done inside the home to get “Fibre sockets” installed that are connected to the ONT. For example, gamers might want their own Fibre socket.
– If you reside in a business premises, or your residential premises is more than 200m from the street, there may be installation charges for your Fibre installation.
If you wish to cancel your services with Compass a 30 day notice period is required. Early termination fees may apply if you terminate your contract prior to giving 30 days notice and you are still within contract.
Connection fees may apply when reconnecting a phone line or installing a new phone line as these are non-standard connections.
What is Wiring Maintenance?+
Compass offers an optional Wiring and Maintenance insurance. As an Internet Service Provider (ISP), we are responsible for upkeep and the cost of maintenance on the wires and cabling up to your property. If there are any issues at your home or on the property with wiring, this is the customers responsibility and can cost a substantial amount of money for a technician to visit the premise and complete any repairs.
For $3.95/month we take responsibility for any issues with the wiring on your property, including any associated costs. Most faults are covered by this service.
What does wiring maintenance cover?
- Wiring inside your home, but not external wiring to any other buildings on your property. Includes copper wiring (BT), Ethernet cabling (Cat6 and Cat5) and RJ45 sockets, standard telephone sockets, jack points or UFB Box/Port/Panel.
- Phone sockets which are installed to industry specifications.
- Broadband wiring faults such as frequent disconnections or a loss of service.
- Interference on your phone line or the line not working.
- UFB faults such as frequent disconnections to the service or a loss of connection.
- If after install, a splitter becomes faulty the cost of repair or replacement will be covered.
What doesn’t wiring maintenance cover?
- Equipment or wiring that is not faulty or damaged.
- Faults that are caused deliberately.
- Faults caused by equipment or wiring you own or have installed yourself.
- Equipment attached to sockets such as extension cables or adapters.
- Wiring from sockets, jack points or UFB Box/Port/Panel inside the house, this includes wiring connecting your devices such as modems and computers.
- Changes that are not related to a fault, such as moving, adding or changing sockets.
- External cabling between your home and another building on your property.
- Residential customers with wiring damage caused by natural disasters. This is usually covered by insurance policies.
- Repairing damage caused by building alterations, refurbishments, animals (including rodents), insects or vandalism.
- Faults proven to be a result of a customer’s home equipment such as telephone handset, DSL filters, patch cords, routers or modems. Any upgrades to old home wiring where ADSL/VDSL signals cause interference to the customer’s radio and any upgrades required for fibre or other technology suitability.
- Set-up of a new broadband or UFB connection and wiring at a new or existing home.
- The purchase and installation of a splitter.
- Broadband and UFB performance issues.
If you have more than one phone line at your property and require each line to be covered then an additional Wiring Maintenance service fee must be paid for each phone line you want covered.
30 Day Stand Down
Please note there is NO 30 day stand down period if you have chosen to have Wiring Maintenance at the time you connected a Phone Line or Broadband connection.
If you opted to have Wiring Maintenance at a later date, not in conjunction to a Phone Line or Broadband connection then there is a 30 day stand down period. If you require and book a technician in the first 30 days from having the Wiring Maintenance service and there is a wiring fault inside the premises, you will be charged the full price for the technician call out.
How do I reboot my router?+
Rebooting your router is the first step in resolving any internet connectivity or speed issues.
There are several ways to reboot your router:
- If your router has a power button, usually located near the power cable, simply press and hold the power button for a few seconds.
- If your router does not have a power button, remove the power cable for a few seconds, and then plug it back in.
How do I set up my Broadband connection?+
If you’re setting up your broadband internet for the first time, or are setting it up in a different location, you will need to follow the steps below.
Connect your equipment
There are two pieces of equipment you need for your broadband connection; a modem, and your computer.
The broadband modem should be:
- Connected to a power socket
- Connected to a phone jack using a phone cable identical to the one your phone uses
- Connected to the phone jack via a line filter
- Your computer should be:
- Connected to the modem via an ethernet cable plugged into the back of your computer, or
- Connected to the modem via wireless, configured on the modem.
Configuring your modem
As every modem is different, it is not possible to give exact configuration directions. However, most modems come with a setup CD that will walk you through the installation process. If your modem does not have an installation CD, you can either search for the make and model number of your modem on Google to find an installation guide, or follow the steps below.
- Connect your modem to your computer via an ethernet cable
- Click the Start menu
- Click ‘Run’
- Type cmd and press enter
- In the black box that appears, type ipconfig and press enter
- Look for the set of numbers opposite ‘Default Gateway’. It will be identical or similar to 192.168.1.1
- Type this set of numbers into the address bar of your web browser (Internet Explorer/ Firefox/ Google Chrome etc)
- You will be prompted for a username and password. It will generally be a combination of admin/ password. admin/admin etc.
- You are now on the modem configuration page.
In the ADSL/broadband settings page, which may be labelled differently depending on the make and model of your router:
- Enter the username and password that you chose when you signed up for the broadband service
- The WAN protocol should be set to PPPoA
- Encapsulation should be set to VC-MUX
- VPI should be set to 0
- VCI should be set to 100
Applying/ saving these configuration changes should activate your Broadband internet connection.
Why is my Broadband connection running slowly?+
If your Broadband internet connection is running slower than usual, it could be due to a number of different reasons:
If your computer has contracted a virus or other malicious software, this could be slowing down your internet connection as it transmits data to its originator.
Ensure you have sufficient antivirus protection – we recommend Microsoft Security Essentials. It can be downloaded free from their website.
Extended connection duration
If your Broadband internet connection has been running for an extended length of time with no reset – extended usually means weeks or months – the connection between the modem and the phone exchange can be unresponsive. Simply disconnect your modem from the phone jack for 30 seconds, and reconnect it.
Phone extension cables
It is not advisable to connect your modem to a phone jack using a phone cable longer than 2m. Phone cables do not function well over distances longer than this, and can often severely impact the speed of your connection.
I can’t connect to the internet via Broadband, what should I do?+
First thing is to check whether your modem is connected and working.
If you are connected via a cable, unplug both ends of the cable and plug them back in. This will ensure that the cable is not loose or partially connected at either end.
If you are connected via a wireless modem, ensure wireless is enabled and you are connected to the network. This is usually indicated by an icon in the bottom right hand corner of your screen displaying progressively larger bars, similar to reception bars on a cellphone. Clicking the icon will indicate if you’re not connected.
Why does unlimited broadband come with a fair use policy?+
A fair use policy is important to ensure that all unlimited broadband users consistently enjoy broadband speeds.
This policy means that users may find their broadband does not operate at top speed from time to time, as other users access the available pool of data.