Exetel Residential ADSL2 Inc Phone FAQ

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. In this particular case, the ADSL component will need to be physically removed before the order can proceed.

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. Yes you can. If you are relocating or entering a new premise, the complete process is handled by Exetel, whether a telephone line is present or not. No further action will be needed by the end user unless explicitly specified. These are submitted via your secure user facilities.

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. Not at this time. Exetel has at this time removed the 'Naked' ADSL2 product given that we are able to offer very competitive plans with the addition of a phone, even if it means that you will never use it.

Q. 10 Are charges any different if I'm transferring over to Exetel's Premium ADSL2 plans over the same network Exetel is using?

A. The Service Activation Charge on our order forms is standard whether you are transferring over the same network or porting from Telstra. The only difference is in NEW installs, which means activating a bundled ADSL2 service from scratch.

Q. 11 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.

Q.12 What other providers use the same infrastructure (Optus ADSL2 copper network) as Exetel in regards to Bundled ADSL2. I'm not sure if this applies to me?

A. Please call your ADSL provider to confirm whether you are connected to the Optus ADSL2 copper network(via an OPTUS DSLAM). Other providers that may use the same infrastructure include;

• AMCOM
• DODO
• EFTEL
• ENGIN
• GNODE
• GO TALK
• INTERNODE
• ISEEK
• ISPPHONE
• ISPONE
• SPIN INTERNET
• WESTNET