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ADSL1 related FAQs

Q: Why has my ADSL stopped working?

A: The first thing to try is resetting your ADSL Router ( Turn it off for 5 seconds, then on again). The Router will take a minute or two to connect to the Internet, if you are still unable get access, please contact the helpdesk.

Q: How do I set up my Broadband ADSL?

A: Setting up ADSL Routers can be quite complex to set up for beginners, before contacting the helpdesk it is strongly recommended you consult your routers manual as most come with step-by-step instructions for setting it up. If you get stuck or have any questions give the helpdesk a call.

Q: Why is my Broadband ADSL dropping out?

A: Dropout issues can be caused by many factors, including the way your phone line is configured. Before contacting the helpdesk to troubleshoot, make sure you have line filters on all telephone devices (except the ADSL Router), try and Isolation Test (unplugging everything on your phone line except the ADSL Router and see if the issue still occurs).

Q: My phone line was disconnected, why doesn't the Broadband ADSL work?

A: When your phone line was disconnected, your telephony service provider also removes the ADSL codes from your telephone line, disabling the service. If this has occurred, contact the helpdesk as soon as possible so we can organise for your ADSL service to be reconnected.

Q: Why isn't my Broadband ADSL connection not as fast as it should be?

A: If you are having speed issues with your Broadband, go to Eftel's speed test page and click on the state that you are in. It is strongly recommended you scan your computer for [viruses, adware and spyware] as they can also cause speed issues.

Q: What does it mean when my plan is 'shaped'?

A: When the amount of data you have downloaded reaches the shaping point of your plan, your connection will be slowed down to 64/64 Kbps for the remainder of your billing period. Next billing period your connection will return to your usual speed. To view your data usage log into 'my account' (myaccount.eftel.com), log in with your Eftel e-mail address and password. If you would like to increase your data allowance or upgrade your connection contact our sales team on 1300 4 EFTEL (1300 433 835).

Q: What factors can affect the actual speed of my 8000Kbps service?

A: The length of the copper wire between your premises and the exchange.

• The number and type of other services being used over copper pairs in the same cable by other customers.
• The configuration and line quality of the copper wire pair between your premises and the exchange.
• Electrical interference from other sources, such as electric motors.
• The configuration of the copper wiring within your premises.
• The software application and configuration of your computer (in particular how it uses the uplink back to the exchange).
• Your hardware or modem. Where available, speeds of more than 8Mbps can only be achieved if you are using a compatible ADSL2+ modem.
• The capacity of, or load on, and access data rate of the destination host computer which you are accessing.