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Naked DSL upgrades & relocations

 

I am an existing iiNet customer, can I upgrade to Naked DSL?
Yes. Providing that you meet the eligibility criteria for Naked DSL (see Naked DSL explained ) existing iiNet customers can upgrade through the same Naked DSL sign up as new customers. Please note that at present there is an expected 10-20 working day transfer process for Naked DSL, meaning you will be without your broadband connection for that period. You can use your backup dialup account during this proces. You may also be without a phone service for up to several days.

The exact length of your transfer time will depend on whether you are moving from broadband2+ or broadband1 to Naked DSL (it is a quicker process for broadband1).

What is the transfer process for Naked DSL?
First, go through to the Naked DSL signup and it will do an intial check on the second step if you are eligible for Naked DSL. As a general rule, most people currently on an ADSL2+ plan (usually called broadband2+) will be eligible for Naked DSL - but it's not 100% guaranteed.

Once you've submitted your application, we will disconnect your current broadband service and do a thorough check on your line to make sure Naked DSL is available to you.

We'll then let you know how that went and if successful, we'll begin the process of connecting Naked DSL to your home. If Naked DSL isn't able to be connected to your line, we'll let you know and you can call our support team on 13 22 58 to re-connect your existing broadband service.

Your phone service will need to be disconnected during the Naked DSL connection process, but shouldn't be down for more than a few days. We'll let you know via email and SMS once Naked DSL is up and ready to use.

Do downgrade fees apply when changing to Naked DSL?
No. Because you are changing to a different product there will be no downgrade fee applied. This only applies to changing to a lesser value plan on the same product.

Do I need to update my modem settings when changing to Naked DSL?
You shouldn't need to make any changes to your broadband modem settings when upgrading to Naked DSL, though you will need to update your VOIP number and password if you brought your phone number across as your iiTalk number.

Can I transfer my current iiNet VOIP number across to iiTalk on Naked DSL?
Yes. If you currently have an iiNet VOIP or iinetphone service bundled with a broadband plan, this number will automatically be transferred across as your iiTalk number. If you select during signup to turn your landline phone number into your iiTalk number, your current VOIP number and service will be cancelled.

When upgrading to Naked DSL, I understand I could be without broadband for up to 20 working days. How long during that period will I be without a working phone line?
Your phone line is only disconnected once Naked DSL is connected at your home. The only time when you aren't able to make calls is between the Naked DSL connection date and the date your iiTalk service goes active. We will let you know as soon as possible once your iiTalk service is ready to use.

Will my backup dialup account still be available after my broadband service is disconnected during an upgrade?
Yes, you will still be able to use your backup dialup account up until the point when Naked DSL is connected at your home. Once Naked DSL is connected you will no longer have a dial tone on your line, so you won't be able to use dialup.

Will my iiNet email address still work during the Naked DSL upgrade process?
Yes, you will still be able to access your email address through our webmail service as long as you are able to access the Internet.

I’m an existing iiNet customer moving from broadband2+ to Naked DSL. Do I continue to pay for my account during the period that my broadband2+ is disconnected?
During a Naked DSL upgrade from Broadband2+ your service stays active even though the ADSL2+ has been removed off the line. This is so you can use features associated with the service such as your back up dialup account, email address etc while the Naked DSL is being processed.

Once your Naked DSL service is activated, we will credit to you a pro-rata portion of the Broadband 2 monthly fee from the time ADSL2+ was removed until the Naked DSL service is active. As an example, if we remove ADSL2+ on the 15th, and your Naked DSL service is active on the 30th, we’ll credit you on the 30th for the 15 days your Broadband2+ service was not active. .

I'm currently under contract, what happens when I upgrade to Naked DSL?
If you are currently under contract with iiNet, selecting "no contract" for Naked DSL will transfer the remainder of your contract over to your Naked DSL service. We don't charge you any break fees on the account we are upgrading. The connection cost for no contract is $150. You can also select a "24 month contract" on Naked DSL and if you are currently under contract and we will cap your total contract period on Naked DSL at 24 months with no break fees on the upgrading account. A 24 month contract setup fee is $79.95.

I'm on a broadband1 plan (ADSL1). Can I go onto Naked DSL?
If you are on broadband1 plan then it's highly likely that you're either not in an area covered by the ADSL2+ iinetwork, or there are no places available on the network in your area at the moment. Naked DSL is only available in areas where there are free places on the iinetwork.

However, you can still submit an application through toolbox and we'll qualify your line to see if you can get Naked DSL. If you can get Naked DSL we'll proceed, if you can't we'll let you know and your broadband1 account will stay as it is.

I'm on a transit plan waiting to go onto broadband2+. Can I go onto Naked DSL instead of broadband2+?
If you are on a transit plan, once the iinetwork is available in your area your account will be added to the list of services to automatically transfer to broadband2+. If you'd like to halt this transfer and jump onto Naked DSL you'll need to submit a Naked DSL application as soon as the iinetwork becomes available (ie work has finished in your exchange).

If you submit an application for Naked DSL we'll try to halt your transfer over to broadband2+. Because of timing, it may not be able to halt your broadband2+ transfer altogether (it may have progressed past a point of no return) but we will do our best!

Assuming you are compatible with Naked DSL and we are able to halt your broadband2+ transfer, your application will proceed. You'll have broadband access right up until the connection of Naked DSL (10-20 days). Please note you should expect to be without access to your phone number for up to several days during this process.

If we are unable to halt your transfer, you are free to submit an application at anytime to transfer from broadband2+ to Naked DSL.

Am I guaranteed to get onto Naked DSL if I'm upgrading from broadband2+ (on the iinetwork)?
While being eligible for ADSL 2+ is a really good indication that your line will be eligible for Naked DSL, it is not a certainty. It is rare that you will be rejected, but some reasons a Naked DSL application might fail include:

We can't pre-qualify ADSL 2+ lines for Naked DSL as service qualification will reject because of the ADSL2+. Please note that in the event that you are unable to get Naked DSL after disconnecting your current broadband2+ service, a re-connection fee of $79.95 applies.

What happens if I get rejected from upgrading to Naked DSL from broadband2+?
It is not until after we disconnect your current broadband2+ service that we're able to tell you for certain if Naked DSL is available to you. In the rare occurance that you cannot get Naked DSL, you will be advised and you can then call us and we'll reinstate your current broadband2+ account. A re-connection fee of $79.95 will apply.

If I am moving house, can I keep my Naked DSL plan?
Yes you can. You will need to apply for a new Naked DSL connection through online signup and then cancel your existing connection by calling our contact centre team.

If you are currently under contract, selecting 'no contract' during the signup process will transfer the remainder of your contract period over to your new Naked DSL service. The standard $150 setup fee will apply. If you choose the '24 month contract' option the setup fee will be $79.95 and your contract period will start again.

There will be no break fees charged for cancelling your existing service in order to apply for a new connection at another location.

If you are not currently under contract you have the option of choosing either the 'no contract' or '24 month contract' options as normal.

How do I change from my current Naked DSL account to another one?
You can change your current Naked DSL plan to a new Naked DSL plan in toolbox at any time. If you choose a Naked DSL plan of equal or lesser value to your current plan, a $19 administration fee will apply on your next invoice.

Can I change from Naked DSL to broadband1 or broadband2+?
Unfortunately you can't simply switch to a broadband1 or broadband2+ plan from a Naked DSL Plan because they use your telephone line in very different ways. As a result, you would need to cancel your Naked DSL plan and make a new application for broadband1 or broadband2+ (or the other way around).

How do I cancel my Naked DSL service?
If you want to cancel your account with iiNet, please call us and let us know that you wish to cancel your service. This takes approximately1 week. Please note if you want to reconnect a phone service, you will need to contact a phone provider to set up a new phone service once your Naked DSL is cancelled.