Hopefully this will help answer most of your queries, however, feel free to phone our support staff on:
1300 132 331 or email support@conceptual.net.au
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Why Should I choose Concept Networks?
10 reasons to choose Concept Networks:
1. Our prices are amongst the lowest around
2. We offer you a FREE support service to help with any problems you may encounter
3. Our plans are tailored to offer you the best internet experience
4. Our parent company is one of Australia's largest privately owned communication providers
5. We have no hidden costs
6. We offer you Flat Rate downloads at no extra cost
7. You can manage your account online in our Members Area
8. We believe in making the internet fast, easy to understand and reliable
9. Our support staff are available 7 days a week
10. You aren't paying for anything you wont use.
Are there any hidden costs?
Concept Networks main aim is to offer great value internet services backed by exceptional customer service. We try to be as transparent as possible when it comes to our pricing. We do not have any hidden costs so the price you see is the price you pay. If there are any additional costs involved we will have identified them clearly on the site or in this FAQ page.
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The Internet has stopped working, what should I do?
Broadband Users: If you are experiencing problems connecting to websites firstly try to connect to a 'reliable' site like www.google.com or www.yahoo.com. If you can't view those sites then there is most likely a problem with your connection. Try turning your modem off at the wall for 30seconds then turn it back on. Give it a few minutes to restart itself, then try connecting to a website again. If you still have no luck then restart your computer and try again. Failing that call our customer support on 1300 132 331.
Dial-Up Users:
If you are experiencing problems connecting to websites firstly try to connect to a 'reliable' site like www.google.com or www.yahoo.com. If you can't view those sites then there is most likely a problem with your connection. Try disconnecting from the internet and then reconnecting. If that doesnt help, connect a phone to the socket in the wall that your modem uses and check there is a dial tone. If there is no dial tone you have a fault in the line - call your phone company.Failing that call our customer support on 1300 132 331.
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My Email has stopped working, what should I do?
If your Email has stopped working (you cannot send or receive emails)
firstly follow the steps above to check if your Internet connection is still available. If it is, try restarting your computer, then open your mail program and see if it is now working. Failing that call our customer support on 1300 132 331.
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I don't have a Credit Card, what are my options?
Concept Networks requires that you sign up using a Credit Card. If you don't have a Credit Card, or are unable to get one, there is another option - you can sign up using a Visa Debit card. To find out more and get a list of Australian financial institutions that offer Visa Debit cards visit www.visa.com.au.
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How long do I have to take the service for?
For Dial-up accounts the service is provided on a month to month basis with no minimum term. ADSL accounts have a minimum connection of 6 months. If the service is cancelled within the first 6 months a cancellation fee will apply. See below for the cost of the cancellation fee.
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How do I cancel my service?
To cancel your service call our customer support team on 1300 132 331 and they will help you with your request. Our Dial-up services can be cancelled over the phone. ADSL customers will need to complete some paperwork which we will send you.
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Explain the terms used to describe the services
Some of the words used to describe our services can be a little technical for some people. We'll make it easy and explain what we mean below:
'Speed' - In our Broadband ADSL tables the speed is listed as download speed/upload speed and is measured in kilobits per second (kbps). For example - 256/64. We can compare this to a dial-up modem at 56kbps so a 256/64 connection can download about 5 times faster and upload about 1.5 times faster. See our Broadband Speed Demo for comparison.
Why doesnt my PC download at 56kbps? Speed varies on the internet, it's a bit like a road, sometimes there are traffic jams and no matter how fast your car is, it can only go as fast as the other traffic.
'Downloads' - When you bring any information from the internet to your computer, it's a process called 'downloading'. So you download emails, web pages and files like movies, music or documents.
'Terms' - This is the minimum amount of time that you must take the ADSL service for to avoid incurring charges if you cancel the service. See the ADSL fees section for more details.
'Setup' - When we set up your ADSL account, we incur a cost to make the connection at the Exchange. This cost is passed on to you as a setup fee. Sorry! Dial-up customers do not incur a setup fee.
'Price' - this is the monthly charge for the service.
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What is 'Session Management'?
We have a Session Management System connected to our Dial-up accounts to make sure that everyone who wants to dial-up can get access when they want it.
What does it do? - It makes sure that we always have enough available connections at our end.
How does it do it? - It checks that we aren't getting too full, and if we are it starts looking for people who have had a 'fair run' that it can disconnect.
What's a fair run? - We think that anyone who has been connected for over 4 hours on a single call has had fair use of the service, but to make it even more fair we start with the people that have been connected for the longest.
Can I re-connect straight away? - Sure, well almost! You can re-connect after 10 mins.
Note: Session Management only applies to Dial-up accounts.
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Explain the ADSL Fees in more detail
Onsite ADSL Installation: $50.00
If you want a technician to come out to your house and install your internet connection for you then this fee applies. Wireless and network setups are extra and require an individual quote. Call 1300 132 331 for more information.
ADSL Transfer Fee: $39.00
If you want to transfer to Concept Networks from another ADSL provider then we incur a charge to do this for you. This charge is passed on to you. Sorry!
ADSL Speed Change Fee: $39.00
When you change ADSL speed, we incur a charge from our supplier to do this for you. This charge is passed on to you. Sorry!
ADSL Cancellation Fee:
If you cancel your ADSL service within the first 6 months you will be charged 100% of the remaining monthly service charges and a $66.00 cancellation fee. So for example, if you signed up for Concept Networks ADSL and cancelled the service after 4 months, you would be charged for the remaining 2 months of the 6 month minimum contract period plus the $66 cancellation fee.
However, if you cancel the service any time after the initial 6 months there will be no cancellation charges.
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Is there ever a limit on the amount I can download per month with my ADSL?
With our Stamina ADSL plans we offer flat rate downloads, which means that we will never charge you for exceeding a set amount of data transferred per month. Most other providers will charge you for going over your monthly allowance, or reduce your connection speed to dial-up speed. Of course we have to set some form of limit to the service to deter people from abusing the system and affecting other customers connection speeds so we employ a technology called 'Shaping'. When you exceed around 30GB per month there is a possibility that your account may be shaped until the start of the next calendar month. Shaping is basically limiting the speed of downloads to prevent any further negative impact on other customers.
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