Hopefully this will help answer most of your queries, however, feel free to phone our support staff on:
1300 556 114 or email support@letsgo.com.au


 How do I get an ADSL2+ service ?
 What are the requirements for me to get an ADSL2+ service?
 What is the difference between CSG and non-CSG?
 What CPE (customer premises equipment) do I need to have for an ADSL2+    connection?
 How long do I need to wait for my application to go through and get the services?
 Is there an alternative to using the Online sign-up?
 I don't have a Credit Card, what are my options?
 Can I get an ADSL2+ bundle pricing with ADSL1 packages?
 Can I purchase modems and filters during my sign-up?
 How do I order VAS (value added services) after my sign up and how do I track the    usage of my Internet and phone?
 Do I need to inform my current ADSL provider about my application for ADSL2+    services with Lets Go?
 When are the Download Limits reset and when will shaping occur?
 What is the minimum speed that Broadband customers may be shaped to?
 ADSL2+ Plan Changes and who will be affected by this changes?
 Who will be affected by the Voice Call Price Changes?
 Will contracted customers continue to receive the 50 Free Local Calls?
 How do existing customers re-contract to the new plans?
 What are the Peak and Off Peak times?
 Why are peak and off peak data times being introduced?
 Will Customers be able to purchase more data during the month?
 How will the change in billing & data usage cycle affect customers?
 How do customers request for a relocation of their connection?
 How do customers request for a Disconnection or Port Away their connection to    a different provider?
 How do i request for phone call records of my service number which is older than    3 months?



How do I get an ADSL2+ service ?
The fastest way for you to get ADSL2+ is to sign up using our online application form by clicking here. The System will automatically do a preliminary check to ensure that the exchange that you are on has been upgraded to ADSL2+ before allowing you to complete your application. An accepted application is still subject to further service qualification checks and could be still rejected due to other possible reasons i.e Exchange out of capacity, RIM/Pair Gain, Address Mismatch etc.


What are the requirements for me to get an ADSL2+ service?
Your physical copper line must NOT have any complex services (you can find what complex services you have by contacting your telecommunications provider), have a cable connection, be on pair gain or a rim or have Fax Duet services. In addition your exchange must be ADSL2+ enabled.


What is the difference between CSG and non-CSG?
CSG stands for the Government regulated Customer Service Guarantee and is only applicable for New Connections. If you are applying with an existing phone number to be transferred - A Port Transfer - CSG is not applicable. For information on CSG please refer to the following document: Customer Service Guarantee

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What CPE (customer premises equipment) do I need to have for an ADSL2+ connection?
An ADSL2+ modem (Recommended List), an ADSL2+ Filter, a computer and a phone.

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How long do I need to wait for my application to go through and get the services?
Applications take a minimum of 14 working days once submitted by our provisioning team to Optus regardless of type (Port or New Connection) and regardless of CSG selection. Customers will be informed via text/sms when an ETA (estimated time of arrival) for the connection has been provided to us.

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Is there an alternative to using the Online sign-up?
Yes, you can apply by faxing in or emailing a physical application to us. However we strongly encourage you to apply online the process is streamlined ensuring that your application is processed as quickly as possible. In addition we often have promotions available exclusively to online applicants. Should you still wish to apply by fax, please give us a call to confirm that we have indeed received it.

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I don't have a Credit Card, what are my options?
Lets Go requires that you sign up using a Credit Card. If you don't have a Credit Card, or are unable to get one, there is another option - you can sign up using a Visa/Master Debit Card. To find out more and get a list of Australian financial institutions that offer Visa Debit cards visit www.visa-asia.com/ap/au/. For Mastercard Debit cards visit www.mastercard.com/au.

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Can I get an ADSL2+ bundle pricing with ADSL1 packages?
No unfortunately not as the physical infrastructure used for the two technologies is different. However, if you apply for ADSL1 we will upgrade you for free to ADSL2+ as soon as your exchange is available. To apply for ADSL1 click here.

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Can I purchase modems and filters during my sign-up?
Yes and we will even talk you through setting up your modem. Of course you are free to purchase a modem on your own accord but support and troubleshooting during the setup is limited to equipment that we sell.

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How do I order VAS (value added services) after my sign up and how do I track the usage of my Internet and phone?
All of these services are available in members area which is accessible as soon as you sign up online.

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Do I need to inform my current ADSL provider about my application for ADSL2+ services with Lets Go?
Yes it is always better to inform your existing provider to ensure that you avoid any contractual disputes on your end.

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When are the Download Limits reset and when will shaping occur?
Download limits are reset on account anniversary date. Shaping applies if either download or upload exceeds the set quota for the respective plans in ADSL2+ and 30GB for ADSL1. Example for ADSL2+ : If a customer is on a Go ADSL2+ Plus Pro plan with 40GB quota, shaping will apply if either download or upload exceeds 40GB.

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What is the minimum speed that Broadband customers may be shaped to?
ADSL: Depending on how early in the month the Download limit is reached, your account may be shaped down to 64 kbps speeds. The closer to the end of the month the limit is reached, the less severe the shaping.

ADSL2+ Bundles: Depending on how early in the month the Download limit is reached, your account may be shaped down to 32 kbps speeds. The closer to the end of the month the limit is reached, the less severe the shaping.

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ADSL2+ Plan Changes and who will be affected by this changes?
Beginning from the 1st of February 2008, Letsgo is introducing new plans and pricing; and also for the first time, peak and off-peak download quotas. Our new plans only apply to new customers or existing customers who are coming out of contract. Customers coming out of contract will have to select a plan to re-contract to or alternatively will be transferred onto the closest priced Non-Contract Plan. All new customers and customer coming out of contract will affected by the changes. Customers who are still under contract will remain under their current pricing and data allocation model.

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Who will be affected by the Voice Call Price Changes?
All customers. Under our Terms & Conditions we are required to provide 21 days notice for changes in Voice Call Pricing.

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Will contracted customers continue to receive the 50 Free Local Calls?
Yes until their contract expires.

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How do existing customers re-contract to the new plans?
They will be able to do so simply by logging into the members area and following the links. Once the old contract period has ended, the option to re-contract will not be available in the members area anymore but customers can still choose to recontract by sending us a Change Form. All recontract options will follow the current plans and pricing as per our website and any special promo's that may accompany it.

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What are the Peak and Off Peak times?
Peak is: 12pm to 12am & Off-Peak is: 12am to 12pm Western Standard Time (WST).

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Why are peak and off peak data times being introduced?
Customer Feedback has overwhelmingly asked for us to remove the congestion during the highest use periods. By introducing the Peak & Off Peak system we will be encouraging customers who use the service to download P2P to set their programs to download during off peak periods reducing the pressure during peak periods.

UPDATE: At present Peak and Off Peak is not being adhered to due to programming delays. Therefore we have given customers on 'Pro' accounts the benefit of running on a single download limit of anytime. These limits are generous limits to cater for Peak and Off Peak not yet being implemented.

For our current Pro accounts the limits are:

• Value plan Pro , Peak 5GB, Off Peak 10GB, at present we are giving 20GB anytime
• Plus plan pro , Peak 15GB, OffPeak 25GB, at present we are giving 50GB anytime
• Extreme plan Pro, Peak 25GB, OffPeak 35GB, at present we are giving 60GB anytime

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Will Customers be able to purchase more data during the month?
Yes all plans will allow customers to purchase either on or off peak data at $15 per GB. This can be requested by sending us a written request via email, fax or post.

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How will the change in billing & data usage cycle affect customers?
Existing customers will receive a short period invoice taking them up to their original service start anniversary and then be invoiced monthly from that date onwards. New customers will no longer receive a pro-rata invoice in the second or third month, as they will remain on the service start anniversary for their future billing.

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How do customers request for a relocation of their connection?
Relocation requests require a Change Form to be submitted to us. Completed Change Forms can be sent to us via email, fax or post. All relocation requests are subject to the Terms stated in the Change Form. Click here to download ADSL2+ Change Form.

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How do customers request for a Disconnection or Port Away their connection to a different provider?
Disconnection or Port Away requests require a Change Form to be submitted to us. Completed Change Forms can be be sent to us via email, fax or post. All Disconnection or Port Away requests are subject to the Terms stated in the Change Form. Click here to download ADSL2+ Change Form..

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How do i request for phone call records of my service number which is older than 3 months?
Phone call records of your service number will only be retained for 3 months after which they will be archived. For calls records to be retrieved older than 3 months, a $20 administration fee will be incurred.

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