Current Specials

Exetel ADSL2 With 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:

    How Do I Enable/Change Special Telephone Line Features
    FeatureDescription of Use
    Call Waiting Call waiting lets you know if someone's calling while you're already on the phone. You can put you first call on hold, take the second call, and switch back again.
    1. If you're on the phone and hear the 'Call Waiting' beeps, press Flash/Recall to put Caller 1 on hold and talk to CAller 2. Caller 1 won't be able to hear your conversation.
    2. To put Caller 2 on hold and return to Caller 1, press Flash/Recall. Continue pressing Flash/Recall to alternate between the two calls
    Call Return With Call Return you can find out a caller's number, even if they don't leave a message. And you can return the call at the touch of a button.
    1. When you hear the dial tone, dial *69
    2. If you have received a call, you will hear the last number that called you, with the date and time of the call.
    3. If you wish to return the call, dial 1.
    Caller ID Caller ID is a handy feature that can show you who's calling by displaying their phone number. Not every number will show up, unlisted numbers and numbers blocked by the caller will appear as PRIVATE, while international calls or calls from some areas within Australia will appear as UNAVAILABLE.
    Three Way Call Three Way Call lets you speak to two other people at once. Like a mini conference call, it's great when you need to make arrangements.
    1. Establish a call with Person 1. You may phone them or they may phone you
    2. Press Flash/Recall to place Person 1 on hold.
    3. When you hear the dial tone, dial person 2's number.
    4. When you hear their number ringing, press Recall and talk to Person 1. You will both be able to hear Person 2's number ringing.
    OR
    If you would like to talk to Person 2 privately first, wait for them to answer, then speak before pressing Recall to begin you three-way conversation
    Voice Mail With our Voicemail service, you can check you messages while you're at home or out and about. You can even organise a wake-up or reminder call.
    Setting Up Voicemail
    To begin using Voicemail, you'll first need to set up a Personal Identification Number (PIN) and personal greeting. To do this, follow the steps below:

    Setting up your PIN
    1. Dial *96 to enter Voicemail
    2. Press 8 for user options
    3. Press 4 for Set-up Options
    4. Press 7 to change your PIN
    5. Enter your new PIN then press #

    Changing your personal greeting
    1. Press *96 to enter Voicemail
    2. Press 8 for User Options
    3. Press 4 for Set-up Options
    4. Press 4 to change you personal greeting, then follow the prompts

    Using Voicemail

    General Hints
    If you need instructions at any time, press 0
    To check if a feature is on at any time while accessing the prompts, press 04
    To turn a feature on at any stage while accessing the prompts, press 05
    To turn a feature off at any stage while accessing hte prompts, press 06

    Listening to messages at home

    1. Lift the receiver. If you hear a fast but interrupted dial tone, you have messages in your Voicemail box.
    2. Dial *96 to enter Voicemail
    3. To hear your messages follow the instructions

    Listening to messages when you're away from home
    1. Dial 13 33 21 from any phone
    2. Enter you Voicemail number (your phone number, including area code) and press #. E.g., press 0298765432#.
    3. Enter your PIN and press #

    Deleting, replaying and saving messages
    Once you have heard each message, you will be given these options:
    To delete, press 3.
    To replay, press 7.
    To save, press 5

    Setting up a wake-up or reminder call
    1. Dial *69 to enter voicemail.
    2. Press 8 for User Options
    3. Press 8 for Wake-up Call
    4. Press 2 to set up a new Wake-up Call
    5. Follow the prompts to enter a phone number and time
    Selective Call Features With Selective Call Features, you can choose to divert, accept or reject calls from particular numbers. You can apply Selective Call Features to up to 30 numbers at a time.
    Selective Call Divert Selective Call Divert allows you to decide which callers you want to divert. It~Rs a simple way to ensure you only receive the calls you want.
    Setting up Selective Call Divert 1. Listen for the dial tone
    2. Press *63. You will hear a prompt telling you the status of the service and how many phone numbers are on your list
    3. Press 3
    4. Enter the phone number you want your calls diverted to, including area code, then press #
    5. You will hear confirmation of the number you have entered
    6. If the number is correct, press 1. If it is incorrect, press 0 and re-enter the number you want your calls diverted to
    7. You can then add or remove the numbers you want diverted, or turn the feature on or off
    Turning Selective Call Divert on 1. Listen for the dial tone
    2. Press *63. You will hear a prompt telling you the status of the service and how many phone numbers are on your list
    3. Press 3 to turn the service on
    4. You will hear the phone number that your calls will be diverted to.
    5. If the number is correct, press 1. If it is incorrect, press 0, then re-enter the number you wish to have your calls diverted to. The service is now on
    6. Call divert will now be on, so you can hang up

    What download speed am I likely to get with ADSL2

    (i) In most cases your download speed will be as fast as or faster than ADSL. There are some cases where your ADSL2 speed may actually be slower than ADSL, but this would be rare.

    (ii) Most people connected so far have reported a connection speed of around 19Mbps and a typical download speed of 4-5Mbps.


    Why would ADSL2 be slower than ADSL?

    ADSL2 uses a high frequency and a more complex signal to obtain higher speeds than ADSL. This makes it much more sensitive to noise, crosstalk and attenuation on your phone line. Think of ADSL as being a truck and ADSL2 as a sports car – ADSL will be slower, but more reliable over time.


    What factors affect my ADSL2 download speed

    (i) Obviously your distance from the exchange where your ADSL2 service is connected, the condition of your phone line, the condition of the wiring in your house and sometimes the age and model of your ADSL2 modem can all reduce your speed bellow the theoretical maximum.

    (ii) Because ADSL2 can give you a very large bandwidth connection to the Internet, the actual speed of the site you are accessing and the amount of available bandwidth on the Internet itself also becomes a much larger factor. For example, an company web site might be connected via a 100Mbps connection to the Internet, and the web server might have a sustained I/O rate of 30Mbps. With ADSL2, if you and several other people are trying to download from that site at the same time, the server could be trying to service 60-80Mbps. Servers that could once handle 50 or more simultaneous downloads with ADSL are now taxed to handle 2-3 connections. The result is that even if you have a 20Mbps circuit, you will find that you can only download at about the same rate as ADSL for many sites.


    I am only 300 metres from the exchange why is my download speed low?

    (i) It may be one of the reasons above

    (ii) We have found in some cases, people closer than 500m to the exchange get slower speeds than people between 500m and 2km. This seems to be due to a combination of the higher signal strength needed for ADSL2 causing crosstalk interference between other ADSL2 circuits, combined with the greater sensitivity needed by ADSL2 modems.


    My modem reports I have connected at 19Mbps, but I can only download at 4Mbps, why?

    (i) It may be that is as fast as the site you are connecting to will allow (as above)

    (ii) There are two aspects of data transmission, the frequency of the carrier and the complexity of the signal. Your circuit quality may be such that with no data (a simple signal) the carrier can be 19Mbps, but that can not be sustained with a mode complex signal (when you send/receive data). Any higher transmission speed than you could get with ADSL should be considered 'good' for ADSL2.


    I am unhappy with my ADSL2 download speed, what can I do about it.

    (i) make sure one of the conditions above does not exist, particularly any issues relating to your own network and cabling.

    (ii) If you have a non-recommended filter, change to a recommenced one. Filters that worked fine for ADSL may not work so well with ADSL2

    (iii) If you have a non-recommended ADSL2 modem, change to a recommended one.

    (iv) If you think the problem is with your line between you and the exchange, open a service issue ticket with Exetel and we will have your line checked. If the technician can't find any service issue with your line, a site visit may be required to test the circuit from your house. If the problem is found to be with your local cabling or equipment, you will be charged an incorrect call out fee however (you will only be charged if the problem is found to be with your equipment).

    Please bear in mind that any download speed above ADSL (1.5Mbps) speed is considered 'good' for ADSL2.


    I have 'good' ADSL2 speed, but it is not enough, what can I do?

    (i) Try one of the suggestions above

    (ii) You can cancel your service at any time and pay the early cancellation fee

    (iii) You can wait until your contract expires and then cancel your service in which case there will be no extra charges.




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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 carrier 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/