Exetel ADSL2 Without Telephone Support Facilities
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 18 months to be able to provide the answers to over 20,000 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:
Powertel ADSL2+
How do i configure my modem for Powertel ADSL 2+?
- Refer to your modem user manual or to the modem manufacturer's web site.
- Enhanced ADSL uses the below setting which are different from standard ADSL:
- VPI - 8
- VCI - 35
- Modulation - G.DMT
- Encapsulation - VCMUX
- Exetel has a list of common modem setup guides available here – http://exewiki.exetel.com.au/
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I don't get the 24 Mbps Download/ Up to 1.1 Upload as it says on the website.
The enhanced ADSL service offers speeds of up to 24 Mbps Download/ Up to 1.1 Upload. This is dependent on the distance from the exchange and line quality.
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Logging a Powertel ADSL 2+ service issue online.
Before Logging a service issue with Exetel please ensure that all tests are completed on this page.
To view information of any item please click the link. To hide the information please click on the link again.
Powertel ADSL 2+ Faults
Customer service issue Pre Check.
As a customer you are required to check the following before logging a service issue
- Connectivity between the PC and modem.
- Your own Network (including servers, hubs and routers).
- Ensure that your username and password configuration has been checked in the modem/PC client that you are using.
- Modem. You need to be aware that certain DSL based products/technical incompatibilities such as:
(i) Products which cannot be used with DSL
(ii) Software, which conflicts with DSL software loaded on the End User PC
- Premise wiring (including in-line filters or central splitter).
- PC configuration.
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service issue Process - Step 1. Check for Dial Tone / Working Service.
Check for Dial Tone / Working Service.
- Check that your service has dial tone.
- If the ADSL line is a dedicated ADSL service, ie. Not used for telephony, please check for dial tone and that you can make an outbound call using a working phone.
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service issue Process - Step 2. Check Telephone Cabling/Extension leads/Double Adapters/Alarms/Filters
Check Telephone Cabling/Extension leads/Double Adapters/Alarms/Filters
- check that the ADSL modem line cable is plugged securely into the phone socket (that has ADSL) and that the ADSL modem line cable has suffered no damage.
- Check that there are no extension leads or double adapters on the ADSL line at any point in the premises. (Any cable that was not installed by a certified installer or is longer than 2-3 meters is considered an extension cable.)
- If these devices are in use, please remove them for testing purposes. The ADSL modem should be connected directly to the phone socket with the original ADSL modem line cable.
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service issue Process - Step 3. Do you have a back to base burglar alarm associated with the DSL service.
Do you have a back to base burglar alarm associated with the DSL service.
- If there is a .back to base Burglar Alarm there is a requirement for a central filter.
- Do not log a service issue until a central filter has been installed. (this could result in a $220 incorrect call out fee)
- Do you have any sort of burglar alarm attached to the phone line not just a back to base alarm as many alarms ring the users mobile & is not considered to be "Monitored". (If yes you will also need to have this phone line filtered.)
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service issue Process - Step 4. Isolation test.
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.
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service issue Process - Step 5. The ADSL modem.
The ADSL modem.
- Turn off the ADSL modem for a minimum of 20 seconds. Switch on the modem. Wait for the DSL Light to return to solid green.
- Check that the modem is set to connect in G.dmt mode and not ANSI mode.
- Please leave your modem powered up and in sync for further testing.
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service issue Process - Step 6. Incorrect Call out Agreement.
Incorrect Call out Agreement
This service issue resolution is not immediate, sometimes they can be resolved within hours, sometimes within days, and at times longer. If the service issue is not something that can be fixed remotely by the ADSL wholesale supplier or there could be multiple issues and where a field visit is required, we will be advised of that time and date in which you would normally be advised of. As the service issue process is a discovery exercise, we are unable to put any specific timeframe on resolution, but we aim to resolve case as soon as practically possible.
- Of course, if a ADSL infastructure service issue is found, the Wholesale ADSL technicians will attend to this, and no charges apply.
Background
Exetel's internal statistics show that over 95% of all reported ADSL speed, drop out and no sync issues turn out to be some sort of error or inadequacy with the end user's own equipment, configuration or an impediment caused by the customers own premises.
Exetel.s support personnel spend most of their day helping customers resolve problems that have nothing to do with the quality or actuality of the ADSL service we provide or the line provided by Telstra. In cases where Exetel support personnel are unable to resolve issues being experienced by a user and the user insists that there is a problem that Exetel must address the only next step is to log a line service issue with Telstra to check the ADSL connection at the exchange and then, if no service issue is found at the exchange, trace the line back to the boundary of the customer's premises.
Telstra Wholesale have implemented a new charging procedure that will affect any ADSL customer who reports a service issue with their ADSL service that subsequently turn out to be a user error with either their equipment, their software set up or the internal wiring within their residence.
Telstra have always had a clause in their agreement to provide telephone services and ADSL services that if Telstra sends an engineer to a customer site to fix a reported problem that turns out to be unrelated to the Telstra provided line then the customer will be charged for that call. Up until 1st July 2005 Telstra have charged the customer directly for these call out fees.
From July 1st 2005 Telstra Wholesale has been charging the ISP for these call out fees instead of the end user (where it turns out that there was no problem with the Telstra line or service). Exetel has been absorbing these charges but is now unable to continue to do so.
This email is to advise you that should you ask Exetel to have a Telstra engineer visit your premises to diagnose a service issue/problem you are experiencing with your ADSL service and it transpires that there is no Telstra service issue then Exetel will pass on any charge that Telstra makes directly to you. Currently the charge Exetel will make for an incorrect call out is $220.00.
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service issue Process - Step 7. Logging A service issue
Logging A service issue
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.
NOTE: - When a service issue is logged, it can take up to 24 hours for the service issue to be assessed and diagnosed. If Telstra are required to send a technician to field then this can take up to 48 hours after service issue diagnosis.
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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 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/
