Current Specials

Exetel ADSL1 Support Facilities (25/5/07)

Exetel Forum (Answered By Any Member – Including Exetel Engineers)

You can post any question which will usually be replied to quickly if the “knowledge base” of previous posts/answers doesn’t provide you with an immediate answer.

http://forum.exetel.com.au/

AI Robot (Answered By “Calliope”)

Calliope uses the latest version of AI scripting that has been refined by Exetel over the past 24 months to be able to provide the answers to over 30,000 of the more commonly asked questions.

http://calliope.exetel.com.au/

Modem Setup Guides

Exetel has a list of common modem setup guides available for reference.

http://exewiki.exetel.com.au/

Frequently Asked Questions

Exetel constantly add to and refine this text based, indexed, list of the most common ADSL1 support questions we are asked.

If you clink on the question it will ‘expand’ and show you the complete answer. To close the expanded answer, just click on the question again.

The "top ten" questions over the past month are:

    How do I configure my modem?

    - Refer to your modem user manual or to the modem manufacturer's web site.
    - In most cases you only need to enter or change the ADSL user name and ADSL password in your modem. All the other settings can be left as the default.
    - Exetel has a list of common modem setup guides available here – http://exewiki.exetel.com.au/

    What are Exetel's DNS addresses?

    - Primary DNS - 220.233.0.4
    - Secondary DNS - 220.233.0.3

    What is my static IP/gateway?

    - Both of these addresses are automatically assigned when you connect to Exetel.
    - If you try and set them manually in your modem settings, it probably won't work and may stop you being able to access the Internet at all
    - Your permanent static IP address is displayed on the user area page . https://www.exetel.com.au/members/

    What is my username and Password?

    - There are three (3) usernames and passwords you will need to keep track of, which are:

    1. The username and password to configure your modem. Your modem manual will tell you what this is.
    2. The ADSL username and password, also referred PPP Username, ADSL Account Name or CHAP/PAP Username and password. You enter these in your modem setup to allow you to connect to Exetel. Your USERNAME is your 10 digit phone number followed by @yourstate.exetel.com.au , for example if your ADSL line number was 0212345678 your would enter 0212345678@nsw.exetel.com.au .
    3. Your PASSWORD is your phone number, followed by the first 2 letters (in CAPITALS) of the street name of your ADSL service. For example, if your ADSL line number was 0212345678 and the street name for that line was 200 West Street, you password would be 0212345678WE .

    - The User Facilities username and password. The User Facilities username is the same as your ADSL username and password.

    I am moving and want to take my ADSL what do I need to do?

    Moving an ADSL connection.
    - Before proceeding with what you will regard as a 'service relocation' you need to understand that neither Exetel nor Telstra Wholesale/Optus Wholesale recognize that an ADSL or ADSL2 service can be 'relocated'. An ADSL service can only be cancelled or newly installed. Exetel Pty Ltd does not offer to relocate your ADSL or ADSL2 service . we will ONLY install a new service for you should you wish us to do that.

    - Exetel will connect a new ADSL service for you at a new location and will assist you to retain your email accounts BUT you cannot 'relocate' your ADSL service with Exetel.

    - As a previous ADSL or ADSL2 customer Exetel will charge you less to activate a second or subsequent new ADSL service but this new service will be subject to a new initial contract period.

    - If you are in any doubt that what you are doing in completing this application is to cancel your current ADSL service and to order a new ADSL service then please visit the Exetel forums located at – http://forum.exetel.com.au and you will be able to post a question to be answered.



    Why cant i get onto the internet?

    - There are many reason that your ADSL service could not be working. Please use the below steps:
    1. Check that the Modem is Connected to the PC and phone line correctly (refer to user guide)
    2. Check that the user name and password are entered currectly (click here username and password information)

    - There are three (3) usernames and passwords you will need to keep track of, which are:

    1. The username and password to configure your modem. Your modem manual will tell you what this is.
    2. The ADSL username and password, also referred PPP Username, ADSL Account Name or CHAP/PAP Username and password. You enter these in your modem setup to allow you to connect to Exetel. If you are in NSW your USERNAME is your 10 digit phone number followed by @nsw.exetel.com.au , for example if your ADSL line number was 0212345678 your would ender 0212345678@nsw.exetel.com.au . If you are in States/Territories other than NSW your USERNAME is your telephone number followed by @YOURSTATE.exetel.com.au; for example if you were in South Australia your USERNAME would be 0812345678@sa.exetel.com.au.
    3. Your PASSWORD is your phone number, followed by the first 2 letters (in CAPITALS) of the street name of your ADSL service. For example, if your ADSL line number was 0212345678 and the street name for that line was 200 West Street, you password would be 0212345678WE .

    - The User Facilities username and password. The User Facilities username is the same as your ADSL username and password.


    3. Check that the ADSL light is on, on the modem, If this light is not on or flashing and you have a friend or family member that has ADSL see if you can try that modem on their connection or if you have another modem try it on your connection.
    4. Complete an Isolation test (click here to see how to do an isolation test )

    - Isolation test instructions:

    To do this, please remove all equipment, ADSL line filters/splitters, phones, faxes, digital foxtel, back to base alarms, double adaptors, phone extension leads etc from all phone sockets at the premises and only have the modem plugged into a single phone socket. Also, try your modem in another phone socket.

    The reason for an isolation test is to try and eliminate any hardware issues at this stage at your premises that may be interfering with your ADSL line sync/speed.

    click here to see ADSL Isolation Test - Pictures

    How to do an isolation test?

    Unpack your ADSL modem and all of it's accessories.

    Place them next to each other on the floor or on a table. So you can view all of your ADSL modem package contents.

    Plug your 'line' cable (RJ11) into the back of your modem, and then plug the 'line' cable (RJ11) directly into your telephone socket.

    Plug your ADSL modem's power supply into a power outlet, but do not turn the power on yet.

    Do not have anything else plugged into any other phone outlet in your premises at all.

    This means to physically unplug any other device currently plugged into any telephone socket on the same number as your ADSL service.

    This also includes digital foxtel, back to base alarm systems and facsimile machines.

    Do not use any phone double adaptors of phone extension leads at all.

    Plug your Ethernet (RJ45) cabling into the back on the modem, and then into the back of your computer.

    Turn the power to your modem on, from the power outlet.

    Turn your modem ON.





    5.If you have completed the above and you internet will still not connect please log a service issue by calling 02 8030 1000 and selecting option 1. This service is available 24 hours a day.


    Why do i get constant dropouts on my internet connection?

    Step 1
    - Identify the light on the modem that tells you when your modem is connected to the ADSL service. Sometimes this is called LINK, LNK, SYNC or WAN, depending on the modem type.
    - Note the state of the light when your modem IS connected to the internet. In most cases the light will be steady and not flashing
    - Note the state of the light when your modem drops out. Does the light start flashing? If it does, you have a loss of signal, Click here for: What to do if your modem drops out with a loss of signal.

    What to do if your modem drops out with a loss of signal
    - Check that you have dial tone on the line the ADSL service is installed on. If you don't have dial tone, see no dial tone.

    No Dial Tone
    - No dial tone means the phone line itself is not working.
    - In this case there is nothing Exetel can do to help you until your phone line has been fixed. The phone line must be working before any ADSL problems can be investigated.
    - You will need to call your telephone service provider and report a service issue. ADSL problems can only be fixed once the phone line itself is working.

    - Are there multiple phone lines at the premises? Make sure each device, other than the ADSL modem, has a filter correctly installed
    - Check that there is no filter directly between the wall socket and the ADSL modem. Do you have a filter installed on the ADSL modem? The filter is for any phone or fax and NOT for the modem. Remove the filter from the modem
    - Check that the filter is correctly installed (please see the Hardware Installation Guide to confirm) and installed on any additional telephony devices
    - Check that the ADSL line to the modem is firmly installed
    - Turn off modem, wait 15 minutes, then turn it on
    - Check if the phone cable is not damaged in any form, try a different or known good cable if you can
    - Check that your modem is working correctly and is not over heating. If your ADSL modem is shut away in a cupboard or drawer, it may overheat. Check your modem manual for the correct operation of your ADSL modem.
    - Check for any recent work done on ADSL enabled phone line (patching of cables etc). Replace any new cables with known good cables.
    - Check if the ADSL enabled line is currently active (i.e. paid for)
    - Complete an Isolation test (click here to see how to do an isolation test )

    - Isolation test instructions:

    To do this, please remove all equipment, ADSL line filters/splitters, phones, faxes, digital foxtel, back to base alarms, double adaptors, phone extension leads etc from all phone sockets at the premises and only have the modem plugged into a single phone socket. Also, try your modem in another phone socket.

    The reason for an isolation test is to try and eliminate any hardware issues at this stage at your premises that may be interfering with your ADSL line sync/speed.

    click here to see ADSL Isolation Test - Pictures

    How to do an isolation test?

    Unpack your ADSL modem and all of it's accessories.

    Place them next to each other on the floor or on a table. So you can view all of your ADSL modem package contents.

    Plug your 'line' cable (RJ11) into the back of your modem, and then plug the 'line' cable (RJ11) directly into your telephone socket.

    Plug your ADSL modem's power supply into a power outlet, but do not turn the power on yet.

    Do not have anything else plugged into any other phone outlet in your premises at all.

    This means to physically unplug any other device currently plugged into any telephone socket on the same number as your ADSL service.

    This also includes digital foxtel, back to base alarm systems and facsimile machines.

    Do not use any phone double adaptors of phone extension leads at all.

    Plug your Ethernet (RJ45) cabling into the back on the modem, and then into the back of your computer.

    Turn the power to your modem on, from the power outlet.

    Turn your modem ON.






    - If it doesn't flash, Click here for: What to do if your modem drops out and there is no loss of signal

    What to do if your modem drops out and there is no loss of signal
    - If your service has been working in the past, the most likely cause is some problem with your computer or the connection between your computer and the modem. Check that you can access the modem setup from your computer. If not, check the cables and connections.
    - Check the modem settings. Sometimes modems lose the settings and need to be reconfigured.
    - If you have a wireless modem, check that the signal to your computer is good. Move the modem or the computer until you have a 'very high' or 'excellent' signal reading.
    - If you have several computers connecting to your wireless modem, check that they are all using the same wireless standard. One computer is using 802.11a and another is using 802.11g for example, can cause loss of wireless access from time to time. Setting all computers to the slowest connection speed will usually fix the problem.

    Step 2
    - If you have conducted the above checks and done the isolation test but you are still getting drop outs, then Exetel will need to arrange for a Field Technician to investigate the problem.
    - Please log a service issue by calling 02 8030 1000 and selecting option 1. This service is available 24 hours a day. - Exetel will then arrange for a Field Technician to check the circuit. The technician will check the circuit from the telephone exchange through to your premises and fix any service issue they find. Please MAKE SURE you complete an Isolation test first. (click here to see how to do an isolation test )

    - Isolation test instructions:

    To do this, please remove all equipment, ADSL line filters/splitters, phones, faxes, digital foxtel, back to base alarms, double adaptors, phone extension leads etc from all phone sockets at the premises and only have the modem plugged into a single phone socket. Also, try your modem in another phone socket.

    The reason for an isolation test is to try and eliminate any hardware issues at this stage at your premises that may be interfering with your ADSL line sync/speed.

    click here to see ADSL Isolation Test - Pictures

    How to do an isolation test?

    Unpack your ADSL modem and all of it's accessories.

    Place them next to each other on the floor or on a table. So you can view all of your ADSL modem package contents.

    Plug your 'line' cable (RJ11) into the back of your modem, and then plug the 'line' cable (RJ11) directly into your telephone socket.

    Plug your ADSL modem's power supply into a power outlet, but do not turn the power on yet.

    Do not have anything else plugged into any other phone outlet in your premises at all.

    This means to physically unplug any other device currently plugged into any telephone socket on the same number as your ADSL service.

    This also includes digital foxtel, back to base alarm systems and facsimile machines.

    Do not use any phone double adaptors of phone extension leads at all.

    Plug your Ethernet (RJ45) cabling into the back on the modem, and then into the back of your computer.

    Turn the power to your modem on, from the power outlet.

    Turn your modem ON.





    - If the technician finds the service issue to be with your cabling or interference caused by something local to you, you will be charged and incorrect call out fee of $220.
    - There is NO CHARGE to you if the service issue is found to be not with your equipment or cabling, that is why it is important you complete an Isolation test before a Field Technician is sent. (click here to see how to do an isolation test )

    - Isolation test instructions:

    To do this, please remove all equipment, ADSL line filters/splitters, phones, faxes, digital foxtel, back to base alarms, double adaptors, phone extension leads etc from all phone sockets at the premises and only have the modem plugged into a single phone socket. Also, try your modem in another phone socket.

    The reason for an isolation test is to try and eliminate any hardware issues at this stage at your premises that may be interfering with your ADSL line sync/speed.

    click here to see ADSL Isolation Test - Pictures

    How to do an isolation test?

    Unpack your ADSL modem and all of it's accessories.

    Place them next to each other on the floor or on a table. So you can view all of your ADSL modem package contents.

    Plug your 'line' cable (RJ11) into the back of your modem, and then plug the 'line' cable (RJ11) directly into your telephone socket.

    Plug your ADSL modem's power supply into a power outlet, but do not turn the power on yet.

    Do not have anything else plugged into any other phone outlet in your premises at all.

    This means to physically unplug any other device currently plugged into any telephone socket on the same number as your ADSL service.

    This also includes digital foxtel, back to base alarm systems and facsimile machines.

    Do not use any phone double adaptors of phone extension leads at all.

    Plug your Ethernet (RJ45) cabling into the back on the modem, and then into the back of your computer.

    Turn the power to your modem on, from the power outlet.

    Turn your modem ON.






    Why do I get slow speeds on my internet connection?

    Slow Web Browsing
    - There are five main reasons for slow browsing speeds that are reported by Exetel broadband users all of which can be addressed by doing the following:
    1. Incorrect Domain Name Resolver (DNS) settings

    - The most common cause of slow browsing speeds is because you still have the DNS settings for your previous service provider loaded. Every time you try to access a web page or some remote site, your computer uses your previous ISP's server to resolve the address. This can add extra time to the site address being found. In some cases ISP's block the access from other ISP's and so the lookup fails and you get a 'site not found' error.

    - To fix this problem, set your computers DNS settings to:

    - Primary: 220.233.0.4 - Secondary: 220.233.0.3

    2. You Previously Set Your PC To Use A Proxy

    - You may still have proxy settings for your previous service provider in your browser (Exetel doesn't use proxies). Every time you try to open a web site, your browser tries to use the previous ISP's proxy server to load the page. This can add extra time to the site loading, and in many cases the ISP's proxy server will not allow external access so the site will not load and you will get a 'site not found' error.

    - To fix this problem, go into your Browser settings and turn off all proxy server settings. If you are using Internet Explorer you do this via:

    - 'Tools' - 'Internet Options' - 'Connections' - 'LAN Settings' and then uncheck every option then click 'OK'.

    - Then go to the DOS window and type in ipconfig /flushdns

    3. Previously Used Some Sort Of Download/Upload Speed Control

    - If you are using a utility such as "Net Limiter" ensure that the settings have been changed to match your new service speed.

    4. Your Computer Has A Virus

    - While you may think that you have kept your virus scanner fully up to date and run it frequently there is always the possibility that you may hay picked up a virus. Apart from running a full virus scan (which you should do before reporting any slow speed service issue) you can use one of the standard Windows tools to visually check on whether your slow speeds are caused by a virus.

    - To check if that is what is causing your computer or internet access to seem slow, you can determine the network activity of your Windows computer by following the instructions below:

    - 1. press the Ctl-Alt-Delete keys. This cause the .Windows Task Manager. window to pop up on your desktop. Then select the .Networking. tab



    - 2. Click on .View. on the top menu bar and select .Network Adaptor History. and select .Bytes Sent., .Bytes Received. and .Bytes Total. so that they are all checked



    - 3. You can now see the data traffic being sent and received by your computer



    - Notice in this example how the Red line (Bytes sent) is very high, while the Yellow line (Bytes received) is low. This means the computer is sending a lot of traffic to the internet and receiving very little.

    - If your computer shows this pattern and you aren't running any programs that would account for the traffic, and you know you aren.t uploading files to the internet, then there is reasonable chance your computer has a virus and that is affecting your internet speed.

    - You need to download a new version of your preferred virus scanner and run a complete scan of your computer

    5. Firewall Or Other Security Settings

    - Check if you have a firewall running on your computer, or you have activated the firewall in your ADSL modem. Firewalls can sometimes affect performance if they have been mis-configured or have some other problem. You can test this by turning off, removing or disabling the firewall and seeing if performance improves.

    6. Other Common Causes

    - There are other downloads or p2p software running on your computer - Many file sharing programs, as well as automatic software updates, runs in the background and you may not even be aware it is running. These downloads may be saturating your ADSL circuit and causing your internet access and browsing to seem slow. Turning them off will fix the problem

    - The activity of other computers on your network - Is your internet connection shared by other people? Teenagers perhaps? Heavy downloads by others can saturate the bandwidth and degrade internet access performance for everyone else. Even if you are told "I am not downloading anything, honest!", try disconnecting the suspect computer from the network and see if that fixes the problem.

    - Windows Automatic Updates is turned ON. - If you have automatic updates turned on, your computer will download the latest updates and patches. This can saturate your service, depending on the settings. You should either turn this off, or select not to download, or notify you only. Go to 'Control Panel, select 'Automatic Updates' and select 'Notify me but don't automatically download or install them'.

    - Other software automatic updating - A lot of software have their own update feature, and will often connect to their service to check for updates. You need to ensure that these are turned off, or ON, if you want this to take place.



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For a complete list of FAQs go here: http://www.exetel.com.au/c_support_faq.php

Most Common Problems Capable Of Being Solved By The User

Over 95% of problems (which aren’t caused by a Telstra/Optus line or exchange service issue) can be solved by a little user perseverance. The most common “my downloads are slow” type of problems are addressed, step by step, from the links below:

Getting Further Support for your ADSL service.

If the above help facilities and guides haven’t helped you resolve your ADSL problem please visit - http://aboutsupport.exetel.com.au/