If you have a questions about or problems with your Ace service, this is the first place to check. If you have an issue that is not solved by any of the pages on this website, then please contact us.
We do our very best to try to resolve your issues in all cases. Please note, however, that some issues that go beyond standard technical support and enter technician work may enter a service fee of $38.50. Please see below for further details on what is covered.
Critical Information Summaries
Documents to help you understand your service better and assist if you have a problem:
- What you need to know
- Financial Hardship Policy
- Complaint Handling Process
- Appointment of Authorised Representative Form
- Critical Information Summary – Airstream and UrbanAir and UrbanAir
- Critical Information Summary – ADSL
- Critical Information Summary – VoIP
- Critical Information Summary – NBN
- Critical Information Summary-NBN-and-Phone Package
Ace Internet Services is compliant with Communications Compliance’s TCP Code. Communications Compliance(CommCom) is an independent compliance monitoring body which monitors the compliance of ISP(Internet Service Providers) and IAP(Internet Access Providers) to a set code. This Telecommunications Consumer Protections(TCP) code is a set of rules that aim to ensure the protection of consumer rights, promote good customer service and fair outcomes for consumers.
To learn more about what this means or to download a copy of the Code. Feel free to visit Communications Compliance’s TCP Code webpage at: http://commcom.com.au/the-tcp-code/
Frequently Asked Questions
What hardware should I choose?
You don’t have to choose any! Ace supplies modems and routers with our services by default, and will help you to choose hardware that best fits your needs.
Generally we supply a modem router that supports 4 × Ethernet ports, Wi-Fi, and often has VoIP support built-in. You can see a range of modem routers we can supply from the Australian company NetComm Wireless.
We will also assist you with any warranty claims should you need a replacement.
Normal warranty for modems and routers is 12 months. Sometimes the manufacturer offer longer warranties if you register, so check inside the packaging on how to register your equipment.
AirStream services come with a lifetime warranty for the equipment we supply. Lifetime is for the time you have the AirStream service with us.
How do I check my Internet usage?
Ace provides you with a free tool to manage your spend and monitor your usage for AirStream, ADSL and VoIP call costs via our Account Manager.
To check the Account Manager click on Console Login located at the top-right hand our website. Enter your username and password in the Account Manager Login section, and press the “Log In” button. The options are:
- Services — Display a list of your internet services with Ace.
- View Service — Display usage information for each service.
- View Calls — Displays your unbilled VoIP telephone calls.
- Order Pump-Up — Make a once-off top-up for this month’s quota.
- Change Password — Change your Account Manager password.
How can I check my e-mail while I’m travelling or away from my computer?
To use our webmail service, click on Console Login located on the top-right hand corner of our website. Enter your e-mail address and password in the section titled Coolmail & Hosting E-mail Login, and press the “Log In” button to access your e-mail.
What is offered with the Ace free technical support?
Ace offers extensive free technical support for issues affecting the smooth running of your Internet connection and related software. For example, we will address problems caused by poor telephone line quality and recommend further action if required. We’ll also help you use Coolmail. If you’re in doubt on any issue give us a call (02 4861 8888) or e-mail us at firstname.lastname@example.org.
Issues that go beyond technical support for an Ace service and enter technician work may incur a minimal service fee of $38.50 per 15 minutes. These include but are not limited by:
- Setup of e-mail on additional devices (e.g. iPhone, iPad, or other phones/tablets)
- Reinstallation/upgrade of Internet Explorer/Outlook/Windows Mail
- Backup of e-mail, favourites/bookmarks, address books and contacts
- Other setup unrelated to getting your computer online with your Ace connection
Where can I go for Internet and computer tuition?
There is a local group in the area called The Southern Highlands Computer Users Group.
They offer monthly meetings and tuition is available to their members at a very reasonable cost. Their website (www.shcug.org.au) contains information about their meeting times and locations.
I am experiencing connection problems. My connections drop without warning and sometimes I cannot login first go. What’s going on?
For ADSL, connection troubles are commonly caused by poor line quality and other devices such as telephones or faxes sharing the phone line with your modem.
Try unplugging any devices sharing your phone line even if they are not being used at the same time or even if they are in another phone socket in another room. If this does not work then you will need to call Ace.
For AirStream, issues are far less frequent, but a good troubleshooting step is to try to switch off all of your equipment (e.g. the router and radio receiver that we installed) and then switch it back on. If you still have issues, please contact Ace.
I need help setting up my e-mail.
For @acenet.com.au users, we have a handy guide designed just for you. Hosting (either Exchange or web hosting) customers will need to contact support.
What is your dial-up number?
Note that new dial-up services are no longer being offered, and Ace is limited in the support we can provide for existing customers.
However, the access number is 0198 333 836.