Grapevine frequently asked questions
3. Broadband on the TransACT network
3.1 What are the Grapevine terms and conditions?
These are the terms and conditions that you agree to when you sign up as a Grapevine customer. You must carefully read and agree to the Grapevine terms and conditions before signing up or using Grapevine.
View terms and conditions on the TransACT Network
3.2 Definition of plan inclusions
Below is an explanation of the inclusions for broadband plans on the TransACT network.
11 email addresses
One with 200MB of storage and ten with 20MB of storage, which you can easily upgrade to a larger capacity at any time a small additional charge. All have anti-spam and anti-virus email filtering to protect you.
Usage alerts via email
We’ll notify you when your estimated usage reaches 50%, 80%, 100%, 110%, 130% and 150% of your monthly download limit. This way you can monitor your usage and if applicable your overrun costs.
Free online data storage
You can store up to 1GB of data for free on our server. This is a handy way to backup your files.
Back-up dial-up account
To always keep you connected, we’ll give you free dial-up access for you to take wherever you choose to go within Australia. This will help you stay in touch when you’re away or can’t access your main connection^.
Free plan upgrade
With Grapevine broadband plans there are no contracts. You can upgrade your plan at any stage for free. You can also downgrade your plan at any time for just $20.
Free connection
If you include your Grapevine plan in a bundle*, the $20 connection fee will be credited back to your account. By bundling your services with ActewAGL and TransACT for 24 months, you can make some great savings. To find out about bundling, call 13 12 93.
Free helpdesk support
Grapevine’s helpdesk support line 13 35 00 is there to assist you.
- Monday to Friday 8.00am to 9.00pm
- Saturday and public holidays 11.00am to 7.00pm
- Sunday closed
3.3 What are the benefits of Grapevine ISP plans on the TransACT Network?
Grapevine plans give you:
- no contract.
- ability to upgrade your plan at any time.
- a choice of shaped or usage plans.
- generous off-peak download limits.
- attractive pricing options.
- 1GB online storage for you personal files.
- 11 email addresses.
- anti-spam and anti-virus email filtering.
- usage alerts via email.
- helpdesk support.
There are two plan types – shaped and usage – and the benefits of each of these plan types are as follows.
- Shaped plans
- A generous eight hours of off-peak time.
- Consistent monthly bill with no surprises.
- A wide range of affordable plans with generous download quotas.
- If you ever reach your monthly download quota for a data type, that data type’s speed will be slowed to 72kbps for the remainder of the Download Measurement Period.
- Usage plans
- 12 hours of off-peak download time from 12.00am to 12.00pm, seven days a week.
- Overrun charges that are capped at a maximum monthly amount to avoid unpredictable bills.
- A wide range of affordable plans with generous download quotas for peak and off-peak data types.
- If you reach your monthly peak download quota, you will pay for additional downloads until you reach your capped maximum monthly fee, then your speed will be slowed to 72kbps.
- If you reach your monthly off-peak download quota, your speed will be slowed to 72kbps for the remainder of the Download Measurement Period.
3.4 Will my TransACT broadband account be set up automatically when I apply for Grapevine?
No. As a first step, you should contact TransACT to setup a broadband account. You can do this by calling TransACT on 13 30 61. Once your TransACT broadband
account is established, you should then contact Grapevine and signup to one of our ISP plans to connect you to the internet. You can do this be calling Grapevine
on 13 35 00 or completing your application online.
3.5 How do TransACT Network Shaped plans work?
You can download between 10am and 2am (peak time) up to the monthly peak limit provided.
You can also download between 2am and 10am (off-peak time) up to the monthly off-peak limit provided.
If you ever reach your monthly download quota for a data type, that data type’s speed will be slowed to 72kbps for the remainder of the Download Measurement Period.
- Example 1:
Plan you're on: Gear up $34.95
You've downloaded: 5GB in peak and 10GB in off-peak.
Result: You have reached your off-peak data quota and that data type will be slowed to 72kbps for the remainder of the Download Measurement Period. You can still use your peak data at full speed until you reach 10GB in downloads.
- Example 2:
Plan you're on: Get going $17.95
You've downloaded: 1GB in peak and 700MB in off-peak.
Result: You have reached your peak data quota and that data type will be slowed to 72kbps for the remainder of the Download Measurement Period. You can still use your off-peak data at full speed until you reach 1GB in downloads.
3.6 How do TransACT Network Usage plans work?
You can download between 12.00pm and 12.00am (peak time) up to the monthly peak limit. After that you pay for each MB you download (overruns), up to the monthly cap amount. This means you will you always know your maximum monthly spend.
You can also download between 12.00am and 12.00pm (off-peak time) up to the monthly off-peak limit provided.
If you reach your monthly peak download quota, you will pay for additional downloads until you reach your capped maximum monthly fee, then your speed will be slowed to 72kbps.
If you reach your monthly off-peak download quota, your speed will be slowed to 72kbps for that traffic type for the remainder of the Download Measurement Period.
- Example 1:
Plan you're on: Gamma $9.95
You've downloaded: 510MB in peak and 200MB in off-peak.
Result: The speed of both data types will remain unrestricted and you will be charged for overruns of 10MB at $0.10/MB. If it is the end of the Download Measurement Period you will be charged $10.95, $9.95 for the monthly plan price +$1.00 in overruns.
- Example 2:
Plan you're on: Globe $23.95
You've downloaded: 4GB in peak and 50GB in off-peak.
Result: You have reached your off-peak data quota and that data type will be slowed to 72kbps for the remainder of the Download Measurement Period. You can still use your peak data at full speed and no overrun charges will be applied as you have only used your download limit for off-peak data.
- Example 3:
Plan you're on: Gravity $44.95
You've downloaded: 21GB in peak and 100GB in off-peak.
Result: The speed of both data types will be slowed to 72kbps for the remainder of the Download Measurement Period as you have reached your download quota for off-peak data, as well as reaching your monthly cap for peak data. You will be charged $144.95, the capped maximum monthly fee for this plan.
3.7 What is the difference between peak and off-peak times?
Peak times are associated with the portion of the day where we expect greater demands on our system and therefore greater use of our overall bandwidth.
Off-peak times, however, are when we expect the least demand on our system which is why some of our plans include a generous 100GB per month during off-peak times.
3.8 How can I tell if my connection speed has been capped?
Broadband plans on the TransACT Network:
You can check you service status in the Account Manager portal. To access it, please log in,
then click on ‘TransACT Access’, then ‘Parameters’. A plan that has been shaped will have a ‘Shaping Policy’ of 72|72 or 72|64.
3.9 How can I avoid overrun charges?
We recommend choosing the best plan to suit your broadband needs. If you would like to avoid overruns completely, it is advised that you select from the range of shaped plans available. This will ensure a fixed monthly bill that will not vary.
If you do decide to take advantage of the attractive data limits and off-peak times the usage plans provide, Grapevine will send you usage notifications via email so you can monitor your download usage and avoid overrun charges. These notifications will be sent to your primary Grapevine email address, unless you notify Grapevine of a different email address you would like us to use.
We’ll notify you when your estimated usage reaches 50%, 80%, 100% 110%, 130% and 150% of your monthly download limit – so that you can remain in control of your monthly spend.
As a guide, here's an indication of file sizes for various media:
- A standard webpage: 100-500kb (depending on number of pictures)
- A standard email (text only): 50kb
- A small photo attachment on email: 500kb
- An average digital camera photo attachment on email: 2MB
- A standard music song file: 4MB
- A standard music CD: 110 MB
- A .avi movie file: 700 MB
- A DVD-quality file: 4GB
3.10 How can I upgrade to a new Grapevine broadband plan?
You can upgrade your current broadband plan at any time with no charge. For more information, contact us.
For plan downgrades, a $20 plan change fee applies.
3.11 What do the terms on your TransACT Network broadband plans mean?
- Peak downloads
This refers to the amount of data that you can download in a Download Measurement Period during peak times. Peak times vary depending on the plan type you choose – usage or shaped. For shaped plans, once you have reached your included limit this data type will be slowed to 72kbps. For usage plans, your speed will only be slowed if you exceed your capped maximum monthly fee.
- Off-peak downloads
This refers to the amount of data that you can download in a Download Measurement Period during off-peak times. Off-peak times vary depending on the plan type you choose – usage or shaped. Once you have reached your included limit, this data type will be slowed to 72kbps.
- Capped maximum monthly fee (applies to Usage plans only)
The maximum amount you will spend each month, including all overrun charges.
3.12 Am I able to use my own modem with ADSL2+?
Yes you are. If you already have an ADSL2+ compatible modem/router then you will be able to use it on our ADSL2+ network.
3.13 How do I set up my own modem to work with Grapevine broadband (ADSL)?
Please refer to the instruction manual supplied with your modem/router. Otherwise, you may need to contact your modem/router supplier.
3.14 What DNS (Domain Name Server) settings should I use?
Your DNS settings should be set to automatically retrieve the DNS information after connecting.
If you are on the TransACT Network and would like to manually add DNS servers, our servers are: TransACT Network: 203.129.32.145 & 203.129.32.147.
3.15 Can I get a static IP address with Grapevine broadband?
If you are on a residential plan and you have not requested a static IP address, your IP address can change on a regular basis. Static IPs can be added to residential accounts for $2.20/month.
All business plans include a free static IP.
3.16 What is the Acceptable Use Policy (AUP)?
Grapevine’s AUP provides information on what your internet connection can and can’t be used for. You can find our AUP here.
Back to FAQ table of contents