Exetel Residential ADSL2 Inc Phone FAQ (16/4/08)
Q. 1 How long does it take to get on a bundled ADSL2 service?
A. General provisioning time is approximately 16 days.
Q. 2 Is there any downtime?
A. In general no, provided the ADSL service is connected to Telstra infrastructure then you will remain connected before you move to ADSL2 only on the scheduled appointment day.
Q.3 I am on ADSL1/ADSL2 with another provider but my phone is through Telstra. Can I get it?
A. As long as the ADSL/ADSL2 service is connected to Telstra infrastructure then it will go through. If the ADSL/ADSL2 is connected through SSS (In other words, your ADSL/ADSL2 service is connected to their own/NON-Telstra equipment) then this is not a service that can be transferred, the existing ADSL/ADSL2 will have to be canceled first before the application can be processed. Contact your ADSL carrier to verify.
Q.4 I have a complex service on my line, can I still get ADSL2+ ?
A. Simple answer – no. You would have to contact Telstra on 132200 and request to have this removed. Examples include fax-duet, rotary function and secondary numbers on the primary line.
Q. 5 What if I don’t have my Telstra account number. Can this still proceed?
No. We can not process the application with out it. If you submit an application with an incorrect account number then the application will be rejected(usually within the second week), and a new application will have to be submitted with the correct account number which could lead to further delays in getting the ADSL2+ activated.
Q. 6 My Phone line is provided by another company can I still apply?
A. You will need to check who they are with, the below companies are known to use their own phone equipment
* Optus
* AAPT
* IINET
* IPRIMUS
If you are connected to any of these for line rental then your application may be rejected due to not being connected to Telstra infrastructure.
Q. 7 What happens to my phone service once the order is completed? Also what happens to my ADSL2 connection?
A. Once the port-in process is complete; Exetel will then begin the process of activating the telephone and ADSL2. The ADSL2 should be active on the day of scheduled activation. The telephone service can take up to 48 hours before it is fully operational however incoming calls should work upon cut-over.
Q. 8 I am moving into a new place and the telephone line isn’t active. Can I make an application?
A. No. You must activate the telephone line with Telstra first and make sure the telephone line is fully operational. Once this is done, we commence port in and full ownership of the line where we can then take over the telephone service and add ADSL2 thereafter.
Q. 9 If I have a bundled ADSL2 service and I wish to just have a ‘naked’ ADSL2 service only later down the track, is this possible?
A. Yes, this can be done via your user facilities and would take effect on the 1st business day the following month. Your ADSL2 would remain active the entire time if you wished to do this later. Charges can apply, read the user facilities upon doing this for more details.
Q. 10 What happens if I’m not currently with Telstra for line rental, but have my service on the same infrastructure you provide for the bundled service?
A. In these special cases, we can process these as ‘churn’ requests. This generally takes approximately 2 business days to complete. You should remain connected to your current ADSL/ADSL2 service (if you indeed have a service on the same infrastructure) until the churn is complete.
