Support FAQs

• Is there a network outage?

  If you have mobile broadband or an alternate Internet connection, please visit our Network Status page for information on current or planned outages. If we are experiencing a significant Outage, we will post updates via our Twitter feed @amnetbroadband.

• When will my new service be connected?

  In most cases, we connect new services within 3-5 working days once service availability is confirmed for your location.

  Once we have confirmed an order for a new broadband service the following will occur:

  1. You'll receive a SMS and email to confirm the order
  2. An SMS and email will be sent to advise of the ETA once available.
  3. On the day of connection, please leave your modem switched on and connected to your phone line. You won’t need to be home for a normal broadband service.
  4. For a Naked Broadband service, you will need to be home on the scheduled date to provide the attending technician with access to internal cabling.

• I can't send/receive email

  If you are having difficulties with receiving or sending email, please try the following.

   

  1. Confirm your email settings. When setting up your Pop3 account, please use these settings
  

  Outgoing mail server (SMTP)	mail.amnet.net.au	Port 25
  Incoming mail server (POP)	mail.amnet.net.au	Port 110
  Email Address	(your username)@amnet.net.au

  The Amnet mail servers support TLS/SSLencryption for email. It is recommended that you configure your email client touse encrypted connections where possible to ensure maximum privacy.

  If your settings are correct, please try the following:
  2. Shutdown and restart your computer 
  3. Check that your email account is not full. You can check this by logging into Amnet Webmail

• What are the basic modem configuration settings?

  Upon completion of a new service connection, you will receive an email confirming the settings for your service.

  Username*	(your username)@amnet
  Password*	(your password)
  IP Address*	(auto-allocated)
  Encapsulation	PPPoE
  Authentication Type	CHAP
  VPI/VCI	8/35
  DNS Server	(Auto-assigned)
  	Primary DNS: 203.161.127.1 Secondary DNS: 203.153.224.42

  These settings are required for your modem so you can access your Amnet Broadband service. If you are experiencing issues or can't configure your modem, please contact the Amnet Support Team on 1300 533 821.

• My connection drops out intermittently

  If your connection drops out suddenly, the following may help to rectify the issue.

  1. Switch your modem off for at least 10 seconds and then turn it back on.
  2. Restart your computer
  3. Check your in-line filter (filter on the phone line) is connected correctly
  4. Check your phone line - if there's crackling or noise, try and isolate the source.

  If none of the above resolves your issue, please contact the Amnet Support Team on 1300 533 821.

• My internet is slow

  Your broadband speed can be influenced by many factors. To confirm the speed of your connection, try the following;

  1. Switch your modem off for at least 10 seconds and then switch it back on. 
  2. If you are using wi-fi, check to see no other wireless devices are using the connection at the same time.
  3. Visit speedtest.amnet.net.au and complete the test as a guide

  If none of the above rectifies the issue, please contact the Amnet Support Team on 1300 533 821.

• I’m not sure how much data I use. Which plan should I choose?

  If you are unsure which plan to choose, below are some examples on the amount of data you may consume on a monthly basis.
  Please contact our sales team on 1300 537 488 if you would like assistance in choosing a plan that suits your usage requirements.
  
  · Video Streaming
  Depending on quality, a 5 minute YouTube video can use approx. between 15-30MB of data.
  Suitable Bandwidth/Speed: 2Mbps and faster*
  
  · Radio / Music Streaming
  Streaming music via online radio, Spotify/Rdio etc. can use approx 2-5MB of data per minute, depending on audio quality.
  Suitable Bandwidth/Speed: 1Mbps and faster*
  
  · Apple TV / iTunes / Google Play
  Downloading movies, TV and music through online services like iTunes, Google Play, Quickflix etc. can use (on average) between:
  1-2GB for a 90min HD movie;
  500MB-1GB for a 30-60min TV show;
  2-5MB for a high quality .MP3/.AAC file
  Suitable Bandwidth/Speed: 5Mbps and faster*
  
  · Facebook / Social Media
  Viewing images and links on Facebook for an average of 10-15 minutes can usage around 5-10Mb of data.
  Suitable Bandwidth/Speed: 1Mbps and faster*
  
  · Apps and Games
  Always check the file sizes on your app store before downloading apps and games for your smart phone/tablet/device. File sizes can vary greatly, ranging anywhere from less than 1MB to 100’s of MB and larger. Apps can also require updates/in-app downloads as well.
  Suitable Bandwidth/Speed: 3Mbps and faster*

  · Online Gaming
  PC/console gaming usage can vary depending on how much data the game requires to cache (store locally) or load dynamically (on-the-fly).
  1hr of online gaming could use between 1-2GB of data.
  Suitable Bandwidth/Speed: 5Mbps and faster*

  · Steam/Origin
  Downloading new games, downloadable content (DLC’s) and other game files via online stores like Steam can use between 3-6GB, depending on the size of the game. Always check the file size prior to download.
  Suitable Bandwidth/Speed: 5Mbps and faster*
  
  · Email
  Viewing and replying to emails with text only uses minimal data allowance (less than 1MB per email). Emails with attachments can increase usage, depending on the size of the attachment. Generally speaking, a large photo may be 2-3MB in size.
  Suitable Bandwidth/Speed: 1Mbps and faster*
  
  · Web Pages
  Standard web browsing can vary greatly. Web sites with just a few images and mostly text (eg. News, online banking etc.) will generally be less than 5 MB.
  Suitable Bandwidth/Speed: 1Mbps and faster*

  * Downloading/buffering times may vary.

• How do I update billing details?

  You can manage and change you billing details by visiting My Account. Alternatively, contact the Amnet Support Team on 1300 533 821 and we’ll update your details over the phone.

• VoIP doesn't work

  If your VoIP Service isn’t working, give the following troubleshooting tips a go.

  1. Restart your modem and ATA Device by switching them off at the wall
  2. Check all cables are connected and have not been dislodged
  3. Confirm your Internet is working by opening a new web page in your Internet browser
  4. Try and dial a known phone number to see if the call connects

  If your VoIP service still isn't working, please contact the Amnet Support Team on 1300 533 821.

• What happens when I exceed my monthly quota?

  Once you’ve exceeded your monthly allowance, Amnet will reduce your connection speed down to 256kbps until your new usage cycle commences. You will not be charged for any additional usage. If you can’t wait until the end of the cycle, or are using your allowance prior to end of month on a regular basis, then give our Support team a call on 1300 562 990 to upgrade to a higher plan. If Unlimited Weekends is part of your plan, your speed will be returned to normal during this time (Fri 6pm - Mon 6am).

• How do I secure my home wi-fi?

  We strongly recommend that any wi-fi connection be configured with password security to minimise the change of malicious attack on your home computer network.

  If you're not able to configure your modem, please contact the Amnet Support Team on 1300 533 821 and we'll walk you through the process.

• Does Amnet comply with the consumer safeguards outlined in the Telecommunications Consumer Protection Code?

  Yes, we do. You can access a full copy of the Telecommunications Consumer Protection Code on their website.

• Where can I find information on Amnet’s Financial Hardship Policy?

  You can view Amnet’s Financial Hardship Policy here.

• How can I add an authorised representative to my Amnet account?

  Please complete the Customer Authorisation Form and send it Amnet using one of the contact methods listed at the top of the form.

• Setting up your Amnet email on your SmartPhone - For Android Users

  Want to access your email account from your mobile?  Many of the latest mobile phones, allow you to use email right from your handheld devices.  This is a great feature for people on the go who need to keep up with their online messages.

  The process is usually fairly simple.  The setup method will vary from phone to phone, but here are the basic steps for the Android and iPhone.  Just follow this guide on how to set up email on your phone.

   

  Please make sure you are familiar with the costs that can be associated with accessing email via your Mobile before setting up your mobile inbox. If you are unsure, best check with your mobile service provider.

   

   

  Android
  Here’s the how to set up your email on Android 2.2 in seven easy steps.

  
  

  
  

  Step 1.

  Open the e-mail application and select the New Account option. 

  
  

  Step 2.

  Type in your email address andpassword.

  
  

  Step 3.

  Choose the account type – POP3.

  
  

  Step 4 

  • Type in username as your full e-mail address
  • Type in the login password
  • Type in the POP3 server as mail.amnet.net.au
  • Set security type to none
  • Set delete email from server to your preference.

  
  

  Step 5

  • Type in SMTP server as mail.amnet.net.au
  • Set the port to 25
  • Set security type to none.
  • Tick Require sign-in.
  • Type in username as the full e-mail address.
  • Type in the login password.  

  Note:  You can use the mail server of your mobile phone provider in this step.  However, using the Amnet mail server in this configuration will allow you to send email over almost any network, including a Wi-Fi connection.

  
  

  Step 6

  • Set email check frequency to your preference.
  • Tick default option to use this account as the default.
  • Tick notify to activate notifications.

   

  
  

  Step 7

  • Give the account a name
  • Type in the your name field (this will be shown on e-mails sent from this address)
  • Select Done, and voila!  Emails will be on their way to your phone!

• Setting up your Amnet email on your SmartPhone - For Apple iPhone Users

  Want to access your email account from your mobile?  Many of the latest mobile phones, allow you to use email right from your handheld devices.  This is a great feature for people on the go who need to keep up with their online messages.

  The process is usually fairly simple.  The setup method will vary from phone to phone, but here are the basic steps for the Android and iPhone.  Just follow this guide on how to set up email on your phone.

   

  Please make sure you are familiar with the costs that can be associated with accessing email via your Mobile before setting up your mobile inbox. If you are unsure, best check with your mobile service provider.

   

   

  Apple iPhone

  To set up your Amnet email on your iPhone, follow these simple instructions.

  After completing one of these processes, you will now be mobile with your email and can send and receive messages on the go, without being tied to your home PC. If you have any issues setting up your email, our friendly Customer Care team would be happy to talk you through the process. You can reach them on 1300 882 232.

  
  

  Step 1.

  From the home page find the Settings button. 

  
  

  Step 2.

  Scroll down until you see the Mail, Contacts, Calendars option.

  
  

  Step 3.

  Select Add Account.

  
  

  Step 4 

  Select Other.

  
  

  Step 5

  Select Add Mail Account.

  
  

  Step 6

  • Name: The name that will display on a your email in the ‘from’ section
  • Address: The full email address
  • Password: Your current Password
  • Description: Whatever you want to show up in your list  

  
  

  Step 7

  Make sure POP is selected at the top of the page.

  • You need to have two Outgoing Mail Server options. Set up the your PHONE provider first.
  • We will add Amnet later. 

   

  
  

  Step 8

  • After “Verifying” for about two minutes it will come up with the following message. There is no way to stop it from trying to verify using SSL before this. Select Yes and it should verify for another minute.
  • If it completes successfully you should be returned to the email list screen and your new email should be present!  

  
  

  Step 9

  Now we need to add the second Outgoing Mail Server select the recently set up email address 

  
  

  Step 10

  Select Outgoing Mail Server .

  
  

  Step 11

  Select Add Server. 

  
  

  Step 12

  This time the server is mail.amnet.net.au and you need to make sure the username and password are the same as for the incoming mail server. This will allow you to send and receive on your home wireless if you wish to do so.

   

  Click Save and then you should be ready to access your mail.

  
  

   

  After completing, you will now be mobile with your email and can send and receive messages on the go, without being tied to your home PC.  If you have any issues setting up your email, our friendly Customer Care team would be happy to talk you through the process. You can reach them on 1300 882 232.

• Smart Talk

  • What is Smart Talk?
    Smart Talk is Amnet’s home phone service, delivered the traditional way, via a copper line.
    More information can be found here.
    
    
  • Can I get a Smart Talk home phone service with Amnet?
    You must either be an existing Amnet customer, with an Amnet broadband service, or apply for an Amnet broadband service before we can connect your Smart Talk service.
    
    
  • How much will the call rates be?
    All call rates associated with Amnet Smart Talk can be viewed here.
    
    
  • Can I keep my number?
    Yes, in most instances you’ll be able to port your number from your existing provider. If for any reason you are unable to retain your number we will inform you before proceeding with the order.
    
    
  • Billing
    After the initial pro-rata (first month) your Amnet Broadband and Smart Talk services will be presented on one single invoice
  • 
    Do I need to notify my current phone provider I want to switch?
    No, in most cases we’ll be able to switch you straight over to us. You will be responsible for any break-fees that may be associated from your previous provider.
    
    
  • Can I use my existing handset with the Smart Talk service?
    Yes, any standard PSTN handset (A-Tick approved) is compatible.
    
    
  • Relocating?
    If you’re relocating your Amnet broadband service, you can take your Smart Talk number with you provided that we can transfer your Internet service to your new address.
    Fees as outlined in the CIS may apply.
    
    
  • I need to cancel my service.
    If you no longer want your Smart Talk service, please contact Amnet Provisioning on 1300 882 232 to discuss your options.
  • 
    How long will it take for my new Amnet Smart Talk service to be activated?
    Your Smart Talk service is generally transferred to us within 5-10 working days. We’d expect less than 5 minutes disruption to your internet and phone service during this time.
    
    
  • Will Smart Talk include call waiting, call forwarding and message bank?
    Initially no, but many modern handsets have these features built-in.
    
    
  • I have a silent number, can I have the same with Amnet?
    No, we are not able to provision private numbers.

• Does Amnet block any ADSL ports by default?

  No, we do not block ports from our side for any of our services.