Current Specials

Exetel Wireline 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/

Setting Up Enhanced Line Features

If you have a ‘bundled’ telephone line with your ADSL2 service the following instructions should help you set up any “advanced features” you ordered:

http://www.exetel.com.au/a_adsl2_features.php

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/

Frequently Asked Questions

Exetel constantly add to and refine this text based, indexed, list of the most common ADSL1 support questions we are asked. http://www.exetel.com.au/c_support_faq.php

Email Exetel Wireline Support

If the above help facilities and guides haven’t helped you resolve your problem you can email:

Telephonesupport@exetel.com.au

Please give a concise description of your problem, your ADSL1 telephone line number and a contact number for day time and after hours.

Trouble Shooting Your Telephone Line Before Logging A service issue

No Dial Tone


  • When you are performing this test please make sure that every device has been isolated such as back to base alarm system, Foxtel Digital telephone extensions etc.

  • If there is still no dial tone on all wall sockets using a standard telephone handset for testing and check that telephone connections are not loose or faulty. When doing this test please make sure the ADSL modem is removed from the line so it can’t interfere.

  • Next step would be to log a service issue with EXETEL if you still have no dial tone after following the suggestions provided.

    • Incoming Call Testing

    1. Call your line from a mobile and a landline to see if using one of these methods is able to allow the incoming call to come through.
    2. Record the announcement if there is an announcement on the line and report this to EXETEL with your line service issue report.
    3. Wait 24 – 48 hours after cut-over before logging a service issue with EXETEL for further investigation.

    Line Noise

    1. Disconnect each device including the ADSL modem for testing
    2. Make a call to see if the line noise is still there. If it’s not present please check that each telephone device as an ADSL micro filter installed because this could be the cause of the line noise on the line.
    3. After step two you still find there is noises try a different telephone handset preferably a standard telephone handset to check for noise. If the line noise only occurs with a cordless telephone handset have a check of the frequency settings to see if this helps the situation. Refer to the manual that came with the cordless phone for further instructions.

    Recorded Announcement On The Line

    Test for incoming and outbound calls to see what message you get. Record the message you get and write down the message for incoming and outgoing calls or if its only one that is affected, record if its incoming or outgoing.

    24x7 Telephone Service service issue Reporting

    If you do not have access to the Internet, please use this number to report the following service issues on your Exetel phone line only:

    - No dial tone
    - Unable to make calls out
    - Unable to receive calls

    Call: 02 8030 1020

    In most cases, residential telephone service service issues are attended to next business day.