1. What do I get with my ADSL2+?
When you sign up with Comcen for ADSL2+ you will also receive the following:
- 12 FREE mailboxes
- 50MB of FREE webspace
- FREE backup dialup
- FREE e-mail and telephone support from our Australian based call centre
- FREE Virus and Spam scanning for your email
- FREE webmail access to check your emails from anywhere
2. What may prevent me from getting ADSL2+?
There are some limitations which may prevent you from getting ADSL2+ at your requested location. These can be, but are not limited to:
- Incompatible infrastructure - such as RIM or Pair Gain Systems
- Your telephone line is too far from the exchange
- You have an inactive phone number
The above limitations will only become known once you order the service. If this is the case, we will notify you and discuss the options available to you.
3. What speeds should I expect from ADSL2+?
| Line length from the exchange | Minimum acceptable speed (in Kilobytes) |
| Less than 1KM |
880Kbps (110KB/sec) - 20Mbps |
| 1KM to 2KM |
880Kbps (110KB/sec) - 14Mbps |
| 2KM to 3KM |
880Kbps (110KB/sec) - 7Mbps |
| 3KM to 4KM |
880Kbps (110KB/sec) - 4Mbps |
| 4KM to 5KM |
880Kbps (110KB/sec) - 2Mbps |
4. What is "churn" and can I use it?
A churn is when you transfer your active ADSL service from one provider to another. Comcen is a transfer process participant. Most ADSL services can be churned over to Comcen. Please click to see the list of ISPs that participate in the churn process.
5. Does Comcen provide any parental blocking material?
We at Comcen pride ourselves in providing unrestricted access to the Internet. We will not block or restrict access to any site on the web, because we believe that it is up to our users to determine what they view over their Comcen connection. There may however, be instances when filtering the Internet content that comes though your computer would be in the best interest of family members, such as children or teenagers. Below is a list of third party programs that allow you to block unwanted content from your computer. The following programs are some of the more widely used filtering programs. This is by no means a complete list, as there are many other filtering programs available.
Also, the newest versions of major browsers come with built-in ratings protection features that let you control what kind of web pages can be viewed on your computer.
Please be aware that these are third party programs and unfortunately Comcen's technical support department is unable to provide support for these software programs. Any technical questions should be directed to the program manufacturer's technical support or website.
6. What sort of things count towards my data allowance?
Anything that you receive (download) or send (upload) over the internet will count towards your data allowance. This includes any browsing, email, music or video streaming.
7. Am I able to use a modem from another provider?
Usually, yes. Comcen's Support Team is capable of configuring modems provided by other providers. There are occasions where providers can lock the modem to their settings, making it difficult or impossible to use it with a Comcen service, but we will do our best. If we are unable to configure the modem for use with us, it may be necessary to contact the manufacturer or purchase a new modem completely. If you purchase a new modem from us, we will test and pre-configure it for you before posting, to ensure that connecting is as painless as possible.
8. What is a RIM and Pair Gain System?
A Large Pair Gain (RIM) is technology used by infrastructure builders to service more telephony services in an area. If you are connected to a RIM, you are not connected directly to your telephone exchange as there is not a complete path for your telephone line - generally, this means you are only able to receive an ADSL service (not ADSL2+).
If you are connected to a Simple Pair Gain (PGS) system, sometimes even connecting ADSL can be troublesome as there needs to be sufficient infrastructure to remove you from the Pair Gain System. If your order is successful you will be removed from the PGS and provided a working service, this is known as a line "transposition". Please note that transposition orders can take several weeks to be completed. If there is no available infrastructure, a transposition order will be rejected within the normal 3 to 4 business day timeframe.
9. I checked my telephone number on your website and my exchange is not yet 'ADSL enabled'. Will that change?
Our network partners are constantly upgrading exchanges so as to allow ADSL access to as many people as possible. It is a good idea to keep checking our website for any changes as we update our system regularly. Alternatively, you can speak with our Sales Team on 1300 300 324 and we may be able to arrange alternate Internet access for you.
10. Do I need a working phone service before I can get ADSL?
Yes. To provision a Comcen ADSL service, a working dial tone must exist on the phone line. We are unable to place an ADSL order if there is a current order pending on the line. This includes waiting for a phone service to be provisioned. However, if you do not have an active telephone service, we can connect one for you. To sign up for a new telephone service, click here.
11. If I purchase a modem from Comcen, does it come with a replacement warranty?
Yes, we provide 12 month replacement warranty if the modem is found to be faulty. The best way to prove this is to try another modem at your premises or take your modem to another service location and try it there. If you need any assistance with this please contact our Support Team on 1300 300 324.
12. Can Comcen pre-configure my modem for me before sending it out?
Yes, we pre-configure all modems we send out. This ensures that the setup process is simple and easy once you receive it. Once you receive the modem, simply plug the hardware in and start using it upon completion notification from us. Should there be any problems with your service once you have received your modem, please contact our Support Team on 1300 300 324 to troubleshoot the connection.
