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About Us
The OzCableguy.com online shop is 100% Australian owned and the
retail arm of the OzCableguy.com
broadband FAQ & information site. Our focus is on good, old
fashioned customer service while still bringing you the best possible
prices. Part of the secret of our low prices is to keep overheads
to a minimum by using the Internet to provide our shop front and
utilising modern and cost effective techniques like email and
Voice over IP for our communication needs.
Click here to read some feedback from our customers.
Here's just a few of the things that we do that you won't find
in too many other shops -
Cheaper prices with daily updates and stock availability displayed.
Techniques like Drop Shipping so we can pass
on manufacturer price drops sooner and we're not restricted to
pushing a particular brand or model simply because it's "on
the shelf".
Pre sales assistance from our friendly and
knowledgeable staff via email or phone.
Specialising in Broadband and Networking equipment that we test
and use ourselves.
Product briefs, reviews and FAQs at OzCableguy.com
to make learning new tricks and choosing what to buy easier.
An advertised privacy policy so you know
your personal details will remain confidential and not
passed on to marketing companies (spammers)
An advertised Returns policy so you
can trust you won't be ignored if you have a problem with your
purchase.
An advertised street address and phone
numbers. (We're not frightened to let you know who and where
we are).
Flat rate shipping
Overnight Couriers so your order arrives sooner.
Shipping in cartons rather than satchels so your goods are better
protected on their journey.
Secure online Credit Card facilities protected by SSL encryption
so no faxing or phoning backwards and forwards just to place an
order.
All major Credit Cards accepted (except Diners Club), EFTPOS
(in our office only), Direct Credit/NetBank deposit and money
orders.
Listings on most manufacturers' websites in the "where
to buy" sections so you know we're well regarded by the manufacturers
too.
Who we are -
(Email links are encoded to prevent automated engines from
scanning them. This encoding doesn't work with some browsers
so text versions are included if you can't see the links)
Sales
(darren_at_ozcableguy_dot_com)
Dispatch & Order Tracking
(paula_at_ozcableguy_dot_com)
Office & Administration
(jane_at_ozcableguy_dot_com)
Returns Policy
In a nutshell: We will gladly refund or exchange
any product that arrives faulty, doesn't perform as advertised
or doesn't match the description given at the time of purchase.
Unfortunately out of necessity there is some red tape to ensure
efficient turnaround times so please read the following carefully.
Refund criteria:
We will be able to approve a refund or an exchange for a different
product unless:
1. The goods aren't faulty and aren't in a condition where
they can be re-sold as new. eg missing/damaged/defaced packaging,
CDs, manuals, cables etc.
2. You have just changed your mind or found a better price
elsewhere.
3. Your purchase is older than 30 days from the date of
the Invoice and/or has signs of wear & tear. (These will generally
be considered to have had reasonable use and can only be repaired
or replaced under the manufacturer's warranty. See warranty procedures
below.)
4. You don't have the necessary knowledge or experience
to use the purchased equipment. (Every effort will be made to
assist in these situations but some circumstances may require
that you employ the services of a suitably qualified technician
at your expense.)
Shipping Costs and liability:
We operate on the basis of "sender pays". ie You pay
to send the faulty item in and we pay to send the repaired or
replaced item back to you. (It's the same principle as buying
from a bricks and mortar shop. You still need to get it back to
the shop somehow.)
We recommend the use of a courier or postal service where proof
of delivery can be obtained. Ownership of goods sent in either
direction only passes to the intended recipient where a proof
of delivery can be produced.
Return Authorisation number: Goods will not be accepted
back without prior authorisation and an OzCableguy.com Return
Authorisation number clearly displayed on the outside of the packaging.
To obtain our Return Authorisation No please complete the form
here after following the
warranty procedure below for your product.
Advanced Replacement: Unfortunately we can't offer advanced
replacement. All products must be received and inspected prior
to a replacement being sent out. (Some manufacturers* do offer
advanced replacement, usually for a fee, but this is by arrangement
directly with them.) If you require zero downtime in the event
of a failure we recomend the purchase a second unit to use as
backup or to purchase a brand that does offer an advanced replacement
service under the terms of their warranty.
* Netgear offer "next-business day express hardware replacement"
under a couple of their "ProSupport
Service Offerings" for Prosafe
products. However, the extension must be purchased within
90 days of the product's purchase date.
* Draytek Australia offers advanced replacement for the Vigor2950,
Vigor3300V and VigorPro5500 models under their "Business
Protection Plans (BPP)" (see point 10 here
for details) which must be purchased at the same time as the product.
* Snapgear offer advanced replacement under their Next Business
Day program detailed in their "Hardware Warranty" section
in
the support section on their website.
* Open Networks will usually send out an advanced replacement
with a paid self-addressed satchel for the return of the faulty
unit.
"Outside of warranty" claims: be aware that
customer damage including surge/water/heat damage is not covered
under manufacturer warranty and will in many cases either be rejected
or attract a fee for repair or replacement. Similarly if no fault
is found with a product the manufacturer may also charge a fee.
(See FAQ 19 "How do I tell if my ADSL modem
is faulty or if it's the ISP").
Liability: OzCableguy.com is not liable for any damages
or interruptions to services caused by any product, or failure
of any product to perform, including but not limited to any lost
profits, lost savings, loss of use, loss of data, or any other
special, incidental, indirect, or consequential damage of any
kind, whether or not advised of the possibility of such damage,
and regardless of the theory of liability pursuant to which such
damages may be sought.
Warranty & Return
Procedures
In most cases you will need to call the manufacturer for fault
diagnosis and/or a Case ID or RA No. We realise this can be a
painful process at times and we hate having to ask you to do it,
but for those manufacturers requiring a Case ID No in particular,
the process can't commence without it. We apologise in advance
if you get stuck on hold for a while or end up having to speak
to someone with a fairly ordinary grasp of English. In most cases
it's not so bad but if you do have a truly bad experience please
let us know and we will be sure to pass it on to our reps.
AXIMCom: Click
here to complete AXIMCom's online support form. Once the
fault has been confirmed, complete our return
form and we'll get back to you with instructions. (Usually
we'll arrange for you to send back directly to a distributor
or warranty agent).
Belkin: Call Belkin support on 1800
235546 and obtain a Case ID No. Belkin will usually
arrange for you to send the faulty item directly back to them
for repair or replacement, but if seeking a refund (and you
meet our refund criteria above) or if
directed back to your retailer, just complete our return
form with your Belkin Case ID No and we'll get back to you
with instructions. Don't forget also to complete their Protected
Equipment indemnity claim form if you suffered damaged equipment
connected to one of their indemnified power protection products.
Billion: Lodge a support ticket with Billion's
online
helpdesk or call them on 08 8132 6868. Once the fault
has been confirmed, complete our return
form and we'll get back to you with instructions. (Most Billion
products will come back to us for repair or replacement from our
stock. However, for obsolete models or products with scratches
or other physical damage not covered under warranty we'll arrange
for you to send directly back to Billion.)
Cisco/Linksys: Call Cisco on 1800 605971
and obtain a Case ID No. Then complete our return
form with your Cisco Case ID No and we'll get back to you
with instructions. (Usually we'll arrange for you to send back
directly to a distributor or warranty agent).
D-Link: Call D-Link support on 1300
766868 and obtain a DOA, RMA or Case ID No (the distinction
is important). All D-Link warranty claims are processed directly
with D-Link and they will give you instructions to send the
product directly to them. However, if you're after a refund
and meet our refund criteria above please
complete our return form with the
D-Link DOA, RMA or Case ID No and we'll get back to you with
instructions.
Draytek: Go to Draytek's Online
Helpdesk or call 02 9838 8899. Draytek will
usually arrange for you to send the faulty item directly back
to them for repair or replacement but if seeking a refund (and
you meet our refund criteria above) or
if directed back to your retailer, just complete our return
form with and we'll get back to you with instructions.
Eaton/Powerware: Call Powerware on 1300 303059.
Powerware will usually arrange for you to send the faulty item
directly back to them for repair or replacement, but if seeking
a refund (and you meet our refund criteria
above) or if directed back to your retailer, just complete our
return form and we'll get back to
you with instructions. (Note: Ask for advanced replacement and
they'll usually do it pending stock availability).
EnGenius: Click
here to contact EnGenius Support for fault diagnosis. If
directed back to us, complete our return
form and we'll get back to you with instructions. (Usually
you'll be instructed to send back to a distributor or warranty
agent).
Linksys/Cisco: Call Linksys on 1800 605971
and obtain a Case ID No. Then complete our return
form with your Linksys Case ID No and we'll get back to
you with instructions. (Usually we'll arrange for you to send
back directly to a distributor or warranty agent).
McAfee/Snapgear: Call McAfee/Snapgear support on 1300
559109 for fault diagnosis. They will usually arrange
for you to send the faulty item directly back to them for repair
or replacement, but if seeking a refund (and you meet our refund
criteria above) or if directed back to your retailer, just
complete our return form and we'll
get back to you with instructions.
(Note: Advanced replacement with Snapgear may be available on
request).
Minitar: Just complete our return
form and we'll get back to you with instructions.
Netcomm: Call Netcomm
Technical Support and obtain a Case ID or RA No. or complete
their online
return form. Netcomm will usually arrange for you to send
the faulty item directly back to them for repair or replacement,
but if seeking a refund (and you meet our refund
criteria above) or if directed back to your retailer, just
complete our return form with your
Netcomm Case ID or RA No and we'll get back to you with instructions.
Netgear: Call Netgear support on 1300 361 254
and obtain a Case ID No. Netgear will usually arrange for you
to send the faulty item directly back to them for repair or replacement,
but if seeking a refund (and you meet our refund
criteria above) or if directed back to your retailer, just
complete our return form with your
Netgear Case ID No and we'll get back to you with instructions.
(Note: Advanced replacement may be available with Netgear on some
higher end items on request).
Open Networks: Contact Open via their Online
support form or by Email
for fault diagnosis. If Open do not offer direct replacement please
complete our return form.
SMC: Click
here to contact SMC Support for fault diagnosis. If directed
back to us, complete our return form
and we'll get back to you with instructions. (Usually we'll
arrange for you to send back directly to a distributor or warranty
agent).
Telequip: Just complete our return
form and we'll get back to you with instructions. For technical
support issues call (02) 9997 8388.
Privacy Policy
1. All personal details submitted to OzCableguy.com,
including, names, addresses, phone numbers, email addresses and
credit card numbers shall be held in the strictest confidence and
will not be passed on or held in a manner accessible by third parties.
2. All transaction details submitted to OzCableguy.com
via the shopping basket are protected by SSL encryption.
3. Browser cookies reside on some pages and detect impersonal
information for our own research purposes in order to optimise our
product range and site layout.
4. We take Credit Card fraud very seriously. Tracking &
monitoring systems are in place on all transactions and all fraud
attempts will be reported to Police.
1. What hours are you open for business
and how do I find you?
Office hours for pickups are Monday to Friday, 9am to 5pm. Queensland
time.
The phone is manned 9am to 3pm on these days but emails are
answered outside of these times.
We are located at 129 Faheys Rd West, Albany Creek Qld 4035.
Important: We are not a bricks & mortar type shop. If
you intend to visit to pick up equipment please click
here to read FAQ No 8 first.
Directions: Faheys Rd has 3 parts and we can be hard to find
if you're not familiar with the area.
Click
here for a gmap for more directions.
2. What are your Shipping fees?
Shipping fees are calculated as follows -
We charge a flat rate of $14.00 for all orders with these
exceptions:
Up to 5 ADSL Line filters will go by Express Post* at $7.20
Extremely bulky items or more than 10 of any item will be quoted.
(Our shopping cart will show "TBA" for any orders that
fall into this category and we will contact you if it's going to
cost any more than our usual $14.00 to see if you are happy to proceed).
* Express Post is only available for orders of up to 5
Line Filters. Larger and/or more expensive items cannot be sent
via Express Post due to poor tracking facilities and the unavailability
of insurance.
Additional charges may be payable if a package is returned
to sender so please note the following when specifying your delivery
address:
For security reasons someone must be present to sign: All
packages must be signed for and cannot be left at an unattended
address. Please specify an address where someone will be available
during normal business hours to accept delivery. Shipping fees are
not refundable if the package is returned to us and an additional
charge will be payable to have it sent out again.
PO boxes: Only items marked as "in stock" and
line filters being sent by Express Post* can be sent to PO boxes.
"Drop Ship" items cannot be delivered to PO Boxes.
However, please contact us if you wish to order a Drop Ship item
and a PO Box is the only option for you. In these cases we can
arrange to have the item/s sent to us and then on to you if you're
happy with the additional shipping charge and an extra day or
so for the order to get to you.
* Larger and/or more expensive items cannot be sent via Express
Post due to poor tracking facilities and the lack of insurance.
No call prior to delivery: Courier drivers will not use
their own phones to call you as part of the delivery arrangement.
(They're contractors delivering hundreds of packages per day and
the time and cost of such phone calls is not factored into the
price.)
No delivery at a certain time: Couriers deliver during
normal business hours but the actual time of delivery depends
on where your address falls on the driver's route for that day.
A request to deliver at a specific time of the day cannot be guaranteed.
Hospitals, universities etc: For large campus type premises
the Courier's responsibility ends at the main receiving dock or
front desk. A request to deliver to a specific floor or department
cannot be guaranteed.
Address security: The security of your address is your
responsibility. A signature from any person present at your specified
delivery address at the time is proof of delivery.
3. How long will delivery take?
We do our absolute best to make sure all orders are dispatched
as quickly as possible using the fastest possible delivery method.
Most orders (better than 90%) will arrive the next business day.
(See our testimonials page). However,
we obviously cannot guarantee overnight delivery for everyone
everytime due to all those little things that can go wrong sometimes,
so we ask people to allow 48 hours before getting too concerned.
There are factors like the time of day we receive the order, unexpected
rushes that leave us or a supplier snowed under and not being
able to make the Courier's pickup deadline for all orders that
day. Also, some areas like WA and Albury/Wodonga for example have
overnight stopovers so will always take a day longer than expected,
or the Courier might just get lost trying to find you or happens
to attempt delivery in the 5 minutes you decided to duck down
to the shops and so on.
If you haven't received your order within 48 hours, please
contact us as soon as possible. One thing we definitely can
guarantee is that if anything does go wrong we're going to give
it priority until it's fixed.
4. What is "Drop Shipping"?
Drop Shipping is where we send goods to you directly from manufacturers
and suppliers. It is a highly successful and cost effective system
used by almost all online shops and we couldn't keep our prices
as low as we do or offer such a large range of products without
it.
Items marked as "Drop Ship" are in stock with
the suppliers to the best of our knowledge*, and orders shipped
in this manner will still get to you within the same time frame
(See FAQ 3 above).
Local customers who wish to pick up products marked as "Drop
Ship" will need to order the product so we can ship it in
and a shipping charge will still be applicable.
Note: Drop Ship items can not be sent to PO Boxes.
Only one Courier company can deliver to PO boxes and we can only
arrange to use them with items marked as in stock in our office.
* Stock levels with suppliers is monitored and our website is
updated accordingly at least once every business day. Items that
become unavailable with all of our suppliers at once will show
as "Out of Stock" and an ETA (Expected time of arrival).
5. What happens if my order doesn't show up?
If your order has not been received within 2 business days please
contact us immediately and we will track it down or issue a replacement.
Be aware that Couriers will leave a card in your letter box or
on your front door if they happen to arrive when no one is home.
The card will have a phone number to call to make alternate arrangements.
Please look for a card and follow the instructions on it prior
to calling us.
6. How do I check price or stock availability?
To check price and/or stock availability just type the name of
the product into the search box at the top left of the website
or browse via the brand or categories from the left hand menu.
Products displayed as "In stock" are available in our
office.
Items marked as "Drop Ship" are shipped directly to
you (by overnight courier) from manufacturers and distributors.
(See Drop Shipping above)
Unavailable items will show as "Out of Stock" with an
ETA (estimated time of arrival). It is no problems to order out
of stock items if the waiting period is acceptable (See backordering
below).
7. What is "Back Ordering"?
Back Ordering is a way of reserving items that are displayed
online with "out of stock" notifications. These items
are usually products that are in high demand that have temporarily
sold out with the suppliers or are new products about to be released.
For stock items (Billion etc) we will hold your order and process
it the day before stock arrives. The reason we process these a
day early is that we only have a window of an hour or two between
the stock arriving and the next Courier coming to pick up and
we want to make sure we get your goods out as quickly as possible.
For non-stock items (Drop ships), on your approval we will process
your payment immediately and place you in the queue with the supplier
for the next available delivery. This is highly recommended as
quite often these products arrive in limited quantities and it's
a case of "first in, best dressed".
If anything goes wrong such as the ETA becoming unacceptably extended
we can always cancel the backorder and refund your money.
8. Can I pick up from your Office?
You are quite welcome to pickup from our office. However it is
important to understand that we do not have a shopfront and there
are usually no sales staff available to give product advice and
so on. The reason our prices are so low is because we are an online
business run from an office at a residential address so overheads
like a shopfront, floor staff that are present just to serve customers,
attractive displays and certain services that might be expected
from a larger retail shop are not factored into our prices.
Conditions for pickup: Please place your order online* or by phone first. Please do not
disrupt staff by showing up unannounced and wanting sales advice.
Please don't park in the driveway. Residents and couriers need
constant access.
Check stock availability before placing your
order and wait for us to contact you to let you know it's ready
before you make a trip.
Be aware that items marked as "Drop Ship"
are not carried in stock and a shipping charge is still applicable
because our prices do not factor in the cost of shipping the item
to us. We will also need at least 24 hours notice in order to get
the item/s in for you.
If you prefer to pay on pickup, we have EFTPOS and Credit Card
facilities available but we do not carry
change so please bring the correct money if you intend
to pay with cash.
Understand that you are subject to the same conditions of sale
as our online customers which includes our Returns
Policy. This means for any faulty goods you will need to complete
our Return Authorisation Request Form and in most cases you
will be instructed to send directly back to manufacturers or their
warranty agents. You should not expect to walk in without prior
notice to receive an immediate exchange over the counter. This is
because staff may not be available to test faulty goods while you
wait, replacement stock may not be available in our office, the
shipping cost to send the item to and from the manufacturer is not
factored into our prices, and there have been many instances of
returns with no fault found & damaged packaging or the fault
was caused by misuse/abuse, or the goods had physical damage not
covered under warranty.
* To order online just specify our address (129 Faheys Rd West,
Albany Creek Qld 4035) as the delivery address and type "pickup"
in the message box at the bottom of the online order form. We will
remove any inapplicable shipping fees prior to processing payment.
If you prefer to pay on pickup (eg cash or EFTPOS) choose the direct
deposit payment option.
9. How can I pay?
We accept all major Credit Cards (except Diners Club), EFTPOS
(in our office only), Direct Credit/NetBank deposit and money
orders. Orders are preferably done on-line but if you hate the
idea of using a Credit Card on-line or filling out forms, feel
free to phone in or Fax your order.
Orders cannot be shipped until payment has been
verified so to avoid unnecessary confusion and delays please follow
these instructions:
1. Credit Cards: are processed manually in
our office and not automatically online so don't worry if you
muck up the order. You can always change it as long as you let
us know as quickly as possible.
If we have any difficulties with your card number we will contact
you by phone so please specify a valid daytime contact number
on the online order form.
2. Cheques and Money Orders: Your order will
be held in pending until payment has been cleared.
Note: Stock cannot be reserved until payment is received.
3. Direct Deposit or Electronic Funds transfer:
Once we've received your online order and processed it we will email
you a copy of your Invoice with the amount payable. Alternatively
you can use the amount shown on the confirmation page when placing
your order provided that the shipping amount shown isn't "TBA".
In those cases wait for us to contact you to let you know what the
total amount will be.
To pay, when logged into your Bank, in the online
banking reference field please put your surname or your OzCableguy
order number (shown in the subject of the automatic response email
you should receive after you have submitted your order and when
we email you your Invoice). Do not put the name of the product
you purchased. (We usually get several orders for the same items
every day and they can be very hard to tell apart if everyone does
this.)
Be aware that direct deposits often take two to three
days before they can be seen and verified in our account. If you
would like to speed things up, please send a proof of payment to
us. However please note that this is still subject to our discretion
and -
We can only accept:
a faxed copy of the receipt, or
a screenshot *(see below) in JPG, Word or PDF format emailed to
us
the faxed copy or screenshot must show our BSB (484799) and Account
number (051745948) correctly as the recipient of the funds.
(If you get any numbers wrong when processing payment with your
bank, you might send the payment to someone else's account and these
can be very difficult for you to get back because of current privacy
laws and bank policy).
We definitely cannot accept:
A copy & paste of the receipt in plain text
Just the bank's deposit verification number. (This has no meaning
to anyone other than the paying bank and cannot be used to trace
a transaction from the recipient bank).
A screenshot of an intent to pay. (This is the screen on
your Netbanking where you would normally have to click a confirmation
button for the payment to actually proceed. We need to see a copy
of the document that shows that payment has been made).
* To create a screenshot in Windows:
1. Hit the PrtScn button on your keyboard (or better still, hold
the alt key while hitting the PrtScn button as this will copy
just the window on top).
2. Open your graphics editor (Microsoft Paint, Photoshop, Paintshop,
Word etc).
3. Open new (usually Ctrl-N on your keyboard)
4. Hit Ctrl-V to paste.
5. Save as jpg (or in Word, save as doc)
10. Do you charge a surcharge for
Credit Cards?
Bankcard, Mastercard and Visa have no surcharge.
American Express attracts a 2% surcharge.
11. Do you give discounts for bulk
orders?
Yes we do. Please call or email and ask for a price.
Generally this would need to be at least 10 of an item for us
to have some bargaining power with a supplier, but we love nothing
better than a large order and will do the best we can regardless.
12. Do you price match?
Please email us with your price and where you got it from and
we'll be happy to see if we can match or better it. However, there
are some "businesses" that we can't take seriously and
neither should you. "If something sounds too good to be true,
it probably is."
Don't give shonks & amateurs your money or personal details.
The competitor -
- Must show that they have stock available ready to ship. (A
common ploy to suck people in is to advertise unavailable items
at lower prices, or maybe they have no capital and need your
money so they can buy the stock. Good luck with getting a refund
if you need one...)
- Must have credit card facilities and any surcharges are factored
into the price. (Beware of hidden costs like inflated shipping
fees as well)
- Must be a registered Australian business with a valid street
address, phone number and the name of an actual person associated
with the business. (If you can't find these details they've
obviously got something to hide and shouldn't be trusted. Any
clown can put up a website.)
- Should have other credentials like being listed on the manufacturer's
websites in the "where to buy" sections. (Not essential
but at least proves the manufacturer thinks they're reputable.)
- Must purchase their stock from authorised Australian suppliers
so that the product warranties are valid within Australia. (See
Grey
Imports by Ray Shaw)
- Must have a secure and efficient ordering system.
- Must display acceptable Returns and Privacy Policies. (No
Privacy policy means your email address and other details could
be passed on to spammers.)
- Should have a reputation for at least reasonable quality service.
(Quality staff in sufficient numbers is a cost that must be
factored into the price. If you paid the cheapest price, expect
cheap and crappy service.)
See also the ACCC
Online Shopping Checklist.
13. Do you accept overseas orders?
Unfortunately not. We do not use a Courier service that can deliver
overseas and there is a minefield of potential problems like local
compatibility issues and warranty claims and their associated
freight costs.
14. Do you test everything before you send
it?
Whilst we do test most models before we sell them, we do not
check every individual unit that leaves here.
In some cases where there is a strong demand for a product we
have not tested, we will find out what we can from industry sources
before we begin to sell it and test it later down the track.
15. My product won't
work. Can I return it?
Absolutely. See our Returns Policy above.
16. Where can I get help?
If you need pre sales advice please email
us if you can, but if you don't have web access or are having
difficulty putting into words what you need to ask then please
call us on (07) 3325 5917 and we'll be glad to help out with the
right advice.
A handy tool to find and compare products is the OzCableguy
Router Review Product Finder where routers and modems can
be searched for by name or manufacturer or you can even generate
a list of products with the features you're after. All of the
reviews have feature summaries, user ratings, links to manufacturer
specifications, Whirlpool wikis and forum search results to see
what other people are saying about the items. It even shows the
OzCableguy prices (for items we sell) with links back to our
shopping cart which we hope all go towards making the process
of finding and purchasing the right product for you as informative
and straight forward as possible.
If you're new to Broadband & networking and need lots of background
information please first go to OzCableguy.com,
particularly the ADSL
FAQs, Router
FAQs, Wireless
FAQs and VoIP
FAQs.
Unfortunately we cannot provide post sales phone support.
If you need post sales technical assistance please contact the
manufacturer (numbers listed below) or try the other suggestions
below. If you don't get the answers you need please email
us and we'll do our best to point you in the right direction from
there.
For solutions to the most common Router & Modem problems see
the OzCableguy
FAQs .
Try online forums such as Whirlpool,
and some manufacturers like Billion
and Draytek
have their own forums too.
Try a search engine like Google.
Type in the name of your product and one of two words to describe
the problem and it's amazing how many times you'll find the answer.
If you don't have the time or patience to learn new tricks you
can always hire a local technician. Check out the IT Directory
at OzCableguy.com to find
a techy near you.
Try the manufacturer's support options:
(For warranty see Warranty & Returns Procedures
above).
17. I bought my product somewhere
else and can't make it go. Can you still help me?
No, but check if your answer is covered on OzCableguy
FAQ site, particularly on the Router
FAQ and the
Heartbeat page (for BigPond Cable users). If you have no luck
we recommend hiring a technician. Check out the IT Directory
at OzCableguy.com to
find a techy near you.
18. When should I buy my ADSL
modem?
We get lots of people asking for refunds when they thought they
could get ADSL and then find that they can't after all. This is
inconvenient for everyone concerned and you'll also be out of
pocket for freight in both directions.
When signing up with an ADSL ISP you'll be given a pre-approval
to say that ADSL is available at your exchange and everything
seems to be rosy, however this isn't any guarantee and things
regularly go wrong after this point. In our experience around
20% of all new connections will fail. It doesn't matter if
your neighbours already have it or whatever. There are still no
guarantees. There may be a fault on your line or not enough space
for another connection at the exchange, or you may be too far
from the exchange (distance is measured by the cable length and
not "as the crow flies"). These may take weeks or months
to fix, and in some cases not possible to fix. There are also
cases where your phone line is through a different telephone carrier
which will prevent connection to some ISPs because of the physical
impossibility of connecting your line to the necessary ADSL equipment
at the exchange.
The only way to play it safe is to buy your modem after you receive
the final notification that it has been connected and is ready
to go.
In 99% of cases our deliveries arrive within 24 working hours,
so have no fear of having your ADSL service active without a modem
to use it for very long.
If you do still want to order your modem ahead of time, hey no
problems. Just bear in mind that this situation happens a lot
so at least keep your new equipment in its box until you're absolutely
sure your connection is ready to use, or you're prepared to live
with the consequences.
19. How do I tell if my ADSL
modem is faulty or if it's the ISP?
The only way to test this is to take your modem to someone else's
house where the connection is known to be working, or borrow a
proven modem and test it at your premises.
No line sync light on the modem will be a fault at the local exchange
99 times out of 100. In some rare circumstances it can be a faulty
modem, but if all other features of the modem are in working order
this isn't very likely.
The most common configuration error when setting up ADSL modems
is to leave off the "@bigpond" (or whoever your ISP
may be) after your username. The username required to login to
your ISP will always require @something after it.
See also the
OzCableguy ADSL FAQs.
20. How do I configure a modem
to work with another Router?
See the OzCableguy
Router FAQs.
21. Do you have a loyalty
or VIP program?
Yes. Discounted pricing is available for people who make regular
or bulk purchases. The amount of the discount varies depending
on the item but will usually be somewhere between 2 & 20%.
Please note: Proof of payment must be received prior to
shipping. Unfortunately we cannot do accounts due to the extra
expenses involved in maintenance and increased risk of bad debts.
For VIP access to our website please complete the form below.
Note: This information will be preloaded for you and
will appear automatically on the order form. You can still manually
overwrite any of these details quite easily but if you would like
anything permanently changed you will need to do it via the admin
section. It's also a good idea to let us know by email
so we can alter our local records as well.
22. How to check printer compatibility with
a print server?
Manufacturers will have a compatibility list on their website
for each of their print server products. If in doubt, don't buy
it. We cannot accept a return of a print server if your printer
is not mentioned on the manufacturer's compatibility list.
Note: Most Multi-Function Centre (all-in-one) printers
will not work at all with a generic print server but some may
be able to share the printer part if you're happy to lose the
other features such as scan & fax. Some MFC manufacturers
have specially designed print servers for their products that
will work where generic print servers will not.
For links to manufacturer compatibility lists and comments from
users see the
OzCableguy USB Print Server page.
23. What improvement can I expect
to see with the Draytek A5 & A7 wireless combos?
Most wireless products come with 2 or 2.5 dbi
antenna/s which as a rule of thumb would be good for up to 100 metres
with clear line of site, or up to 30 metres or so indoors through
one or two walls or other obstacles (except solid objects such as
tin or metal or concrete). The Draytek A5 combos upgrade the antenna/s
to 5 dbi units which can generally be expected to improve range
by 10-20% or so. The A7 combos include 7dbi antennas which can be
expected to improve range by roughly the same again.
In most 3 or 4 bedroom, low or high set brick veneer homes the standard
product will perform fine. Choose one of these combos if you've
previously had a wireless device that struggled to perform at your
location or you're confident that a standard product is going to
struggle at your premises because of its size, design or location.
For more information about extending wireless range
see Wireless FAQ 1.4
and 4.15
at OzCableguy FAQ site.
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