How Long Am I Committed To Under Exetel’s Contract?
All Exetel’s ADSL1 plans have an initial contract period. Currently this period is either six months or 30 days. All ADSL2 and ‘Naked’ ADSL2 plans have a minimum initial contract term of 12 months.
The contract period is deemed to start from the service activation date.
Exetel use a calendar month for each month’s access period starting at one second after midnight (EST or ESST) on the first day of each month and ending at midnight (EST or ESST) on the last day of each month.
If you move residences a new six month contract period starts from the day the ADSL1 is activated at your new address.
This is because Telstra/Optus deem your move to be the cancellation of the service on your previous number and the start of another, new, ADSL1 service on your new number.
What Payment Methods Are Available?
You may pay via credit cards (Mastercard or Visa) or by direct debit from any bank account.
If you pay by Credit Card there is an additional charge, currently $1.10, on each monthly access invoice.
When Will Money Be Deducted?
No money will be deducted from your nominated bank account or credit card until, and unless, Telstra advises that your line is suitable for connection to ADSL1.
Once Telstra/Optus has nominated an activation date for your ADSL1 service Exetel will deduct the line activation charge and the cost of any modem ordered by you
The pro rata of the first months access charge will be debited the day after Telstra/Optus advise Exetel that the ADSL1 service has been activated.
For the initial service period Exetel will debit your nominated credit card or bank account for the monthly access fee on or around the 1st working day of each month for the period 1st day to last day of that month.
Excess usage charges will be billed on or around the 1st of the month following the month in which the excess charge was incurred.
Your monthly download is calculated from one second after midnight (AEST or AESST) on the first day of each month to midnight (AEST or AESST) on the last day of each month.
How Long Does It Take To Activate My ADSL1 Service?
If there is an ADSL1 port available at your local exchange it will take, on average, around working days to activate your telephone line for ADSL1.
If there are no ports available at your exchange your application will be put in a queue on hold until ports become available on your exchange.
The wait time for ports to become available is variable from a few weeks to several months (in rare cases). If the wait is longer than 4 weeks you are advised of this and given the opportunity of withdrawing your application.
How And When Do I Get Invoiced For My ADSL1 Service?
Exetel will produce a tax invoice for your ADSL1 service once a month on or around the 1st of each month.
This invoice will be available to you in your user facilities area.
Copies of each monthly invoice will be available to you to print out for your records from this area for 12 months after which they will be deleted.
What Happens If I Cancel My Exetel ADSL1 Service?
You may cancel your Exetel ADSL1 service at any time by notifying Exetel via email of the date you wish your service to terminate
Your account will be cancelled on the day you nominate in the Change Your Plan > 'Terminate Service' option in the Secure Users Facility
If you cancel your service within the initial contract period you will incur a cancellation fee of $100.00
If you cancel your service after the initial service period has expired there is no penalty or charge
ADSL1 and Wireless services are billed one month in advance and no refund/rebate of that monthly charge is made for any days not used; it is therefore in your own interests to arrange to move away from Exetel at the end of a billing period.
Can I Move My Exetel ADSL1 Service To Another Location?
You can apply to move your ADSL1 service to another location at any time using the function provided in the user facilities.
It will take approximately 7 days to move your service.
There is a charge of $100.00 to move the service to another physical line (irrespective of whether that line has the same telephone number or not).
If you move the service during the initial six months contract period an additional charge of $100.00 is made as Telstra deem such a move to be a cancellation of service.
When And How Can I Change Plans?
You can change your plan at any time.
Plan changes come in to effect from the 1st of the following month and you must submit the change request prior to midnight on the last day of the month.
There is a charge of $25.00 for changing your ADSL1 plan to a plan with a different line speed.
There is no charge if your change of plan requires no line speed change.
What Happens At The End Of The Initial Contract Period?
At the end of the initial six month contract period you can either continue on a month to month basis with your current plan if it is still being offered or you can cancel the service at no penalty.
If your plan no longer exists, and if you wish to stay with Exetel, you use the function in the user area to select the new plan you wish to move to.
Exactly What Charges Am I Up For With Exetel’s ADSL1 Service?
What Charges Will Be Made Under My Contract?
You will be liable for a once only line activation fee if you are applying for a new ADSL1 service without an included modem.
If you are transferring from another participating ADSL1 provider the charge is $35.00
If you buy a modem through Exetel you will be liable for the cost of that modem unless you are selecting a plan that includes the modem in the once off activation fee.
You will be liable to pay the monthly access charges that apply to the plan you have selected monthly.
If you cancel your plan, for whatever reason, before six calendar months have elapsed you will be charged $100.00 early cancellation fee but not any remaining charges for the months you have not used.
If you download more than your selected plan includes you will be liable to pay for the excess monthly downloads at the excess charge specified in your plan.
Excess usage charges are $3.00 per gigabyte or part thereof.
Am I charged For Calls Used To Connect Me To Exetel’s ADSL1 Service?
No ‘calls’ to Exetel for the ADSL1 service are chargeable to you.
Am I Charged For Upload Traffic?
Am I Charged For Download Traffic
Only if you exceed the download allowance included in your plan.
The download charge for excess traffic depends on your plan.
What Is Counted As Downloaded Traffic?
Everything that comes to your computer from the internet. This includes emails, all web site browsing as well as files you choose to download.
It also includes all traffic from "peering services".
Do I Get Any Free Traffic?
All traffic that is delivered to your computer between the hours of 12 noon and 12 midnight counts towards your download allowance.
All traffic delivered to your computer between 12 midnight and 12 noon is not counted towards your download limit.
Am I Charged For Traffic From Peering Services?
You are not charged money for traffic from peering services. However traffic from peering services counts towards your plan’s download traffic allowance.
What Sort Of Telephone Line And Connection Hardware Do I Need?
Can My Current Telephone Line Be Used For ADSL1 Services?
The requirements for a user to get an ADSL1 service from Exetel are that the line must be a standard copper PSTN service connected to a Telstra exchange that has been ADSL1 enabled.
The line and call services can be billed to the user by any other carrier or service provider but the line must have originally been, and remain, connected to the Telstra exchange.
Basically this means all PSTN lines. The only exceptions are usually where a customer has transferred a Telstra service to Optus or AAPT or iPrimus who have reconnected their number to those carrier's own network.
What Types Of Lines Can’t Be Used For ADSL1 Services?
ISDN lines cannot be used for ADSL1 and neither can lines connected to a PABX nor the primary line of a PSTN hunt group.
The primary number of a DUET system can be used but not the secondary number.
No prepaid Telstra line service can be used including Communic8.
No incoming call only line can be used.
How Long Does It Take To Activate My ADSL1 Service?
Typically it averages around 4 working days to activate an ADSL1 service if there is an ADSL1 port available at the local exchange.
If a port is not available then the wait time is averaging around 5 weeks but it can be much longer.
What Types Of Modems Can And Can’t Be Used For ADSL1?
A user can use any ADSL1 modem of their choice to connect to Exetel’s ADSL1 service.
The most commonly used modems in our experience come from Netcomm, DLink, Netgear, Billion, Alcatel and Draytech; however many other brands and types are successfully used.
You can't use the modems used to connect to your dial up service or (in practically all cases) the modems built in to laptops and notebooks.
What Is A Line Filter And Do I Need One?
A telephone line filter is a device that filters out signals that would interfere with a telephone voice conversation and vice versa.
You will need one line filter for each device attached to the same line as your ADSL1 service in most circumstances.
One line filter is included with most ADSL1 modems.
What Is A Splitter And Do I Need One?
A simple splitter allows a user to ‘split one telephone line so that more than one device can plug in to a single telephone outlet and costs around $5.00 from most electrical stores. If you only have one telephone outlet you will need one of these devices.
A more complex splitter allows the attachment of multiple devices to a central ’box’ and can simplify the deployment of filters. If you think you need this you need to discuss it with an electrician or your local hardware supplier.
What Do I, And Don’t I, Get With My Exetel ADSL1 Service?
What ‘Extras’ Are Included In The Exetel ADSL1 Service?
Each Exetel ADSL1 plan comes with a fixed IP, 20 email addresses and 200 megabytes of web space.
Each email address also has a webmail function that allows email to be sent and received from that mail box from anywhere in the world
What ‘Extras’ Are Not Included In The Exetel Service?
Some of the things that other ISPs offer that you do not get with your Exetel ADSL1 service are free ‘on network’ traffic, free peering traffic, free games traffic; in fact any sort of free traffic at all.
You don’t get a back up dial up account nor do you get a free FTP server.
Basically you just get a fast and reliable ADSL1 connection with a generous included download at the lowest possible cost.
Can I get Additional IP addresses?
Yes; click here for details of costs and how to apply for them.
Does Exetel Provide A Dial Up Back Up Service?
No; and never will.
Where Does Exetel Offer ADSL1 Services
As At 1/12/07
Exetel provides ADSL1 services in all States and Territories.
Can I Move From Another ADSL1 ISP To Exetel Easily?
Is ADSL1 churn/fast transfer available to and from Exetel?
Yes; Exetel Pty Ltd is part of the fast churn process.
If you are with another ADSL1 ISP and wish to transfer to Exetel you can do so relatively quickly (on a day nominated by you between 4 and 11 working days from date of application) with only minimal downtime, often just minutes.
There is a charge of $35.00 for transferring to Exetel either at your current line speed or a different speed.
Details on how to churn to Exetel can be found click here.
What Is The Churn Contract Period?
There is a 6 month initial contract period for customers who churn to Exetel.
While a user may feel there should be no new contract period as they may well have had ADSL1 for a long time with their previous supplier(s) this is a Telstra imposed rule that Exetel can do nothing about.
There is a $100.00 termination charge from Exetel for a customer to churn away to another ADSL1 provider, or to cancel their ADSL1 service, within the initial 6 month contract period.
How Good Is The Exetel ADSL1 Service?
How Fast Is The Exetel ADSL1 service?
Basically Exetel plan to provide more bandwidth and processing power than the peak time needs of our Broadband users at all times.
What Service Is Used To Connect Me To Exetel?
Each user’s residence or business premises is connected to Telstra’s CBD aggregating points of presence via Telstra’s/Optus’ DSLAM network.
From Telstra’s aggregating points Exetel leases Telstra/Optus fibre to connect to its Internet gateways.
What Service Is Used To Connect Exetel To The Internet?
Exetel connects to the world internet via fibre leased from Powertel, Verizon, PIPE and Optus who in turn peer with Telstra and several of the other International carriers based in Australia.
What Is Exetel’s Relationship To Telstra BigPond?
Exetel has no relationship with BigPond; they are a competitor in the ADSL1 marketplace.
Exetel has a contract with Telstra Wholesale to buy individual ADSL1 circuits and bulk fibre bandwidth linking Exetel to end users.
How do I know How much I have downloaded?
Exetel provides a usage meter that is updated twice each day and is located in the secure customer facilities area.
Can I run servers on my Exetel ADSL1 connection?
Yes. Exetel place no restrictions on what a user can attach to our network providing its usage complies with all State and Federal Australian laws.
What can I expect from Exetel’s Free Additional Services?
What can I use the ‘free’ email accounts for and what are the limitations?
Each Exetel customer is provided with the facility to create up to 20 email accounts. The accounts are in the format email@example.com.
Account names are created by the customer in the secure Members area on a ‘first come first serve’ basis, you can select any combination of letters and numbers that has not already been chosen by someone else
This email account service IS NOT intended to be used for bulk email or for any commercial purpose. Exetel wont stop you using it for those purposes (except where bulk email may cause high processor load on the server), but it is HIGHLY RECOMMENED THAT YOU USE A COMMERCIAL GRADE EMAIL SERVICE for your business email
There is NO SLA for this email service, it is a service provided purely as a courtesy to Exetel customers.
You can use the Exetel server as a Relay Client ONLY from your Exetel connection. The server WILL NOT relay for third party IP addresses
You can use your email accounts for any legal purpose that does not otherwise contravene the AUP
What can I use the ‘free’ web hosting for and what are the limitations?
Each Exetel customer is provided with the facility to create a personal web site of up to 200 mbytes. The web site URL is in the format http://home.exetel.com.au/anyname.
Web site names are created by the customer in the secure Members area on a ‘first come first serve’ basis, you can select any combination of letters and numbers that has not already been chosen by someone else
This web hosting service IS NOT intended to be used for bulk email or for any commercial purpose. Exetel won’t stop you using it for those purposes, but it is HIGHLY RECOMMENED THAT YOU USE A COMMERCIAL GRADE WEB HOSTING SERVICE for your business web site
There is NO SLA for this web hosting service, it is provided purely as a courtesy to Exetel customers.
You can use your Exetel web site for any legal purpose that does not otherwise contravene the AUP
What other options are there for email?
Exetel also offer commercial grade hosted email which is orientated towards the small business user.
I want to send out lots of email to email lists, what are my options to do that?
The Exetel customer email server uses ‘tar pitting’ to limit the damage done by indiscriminate bulk email and viri. Tar pitting allows the first ten emails in a bulk email list to go through and then allows one email every ten seconds.
For bulk email the best thing to do is to use your own email SMTP program. It puts everything under your control and you don’t have to worry about other people’s rules and limitations.
This is not either expensive or complicated to do. Programs like Advanced Direct Remailer (http://www.mailutilities.com/adr/) cost around US$40.
Can I host my own email domain?
What other options are their for web hosting?
Exetel offer a commercial grade web hosting service.
Or you can simply run your own server via your ADSL1 service
Can I host my own web domain?
What Do I Do About Domain Name Registration And/Or Hosting?
How do I change the hosting of a domain name I already have?
Yes. Both Primary and Secondary Domain Name hosting service is available
How can I register a domain name?
Use the facility provided by your domain name Registrar to change the delegation of the name servers for your domain name.
I am not sure about my domain name, or who controls it, what do I do?
. The basic steps are:
Register the Domain name with a Domain Name Registrar
Delegate the Domain Name to their Name Servers
You should either talk to a computer consultant who can give you advice, or call Melbourne IT on 1300 654 677. For either you will most likely need to pay a fee for service?
What Options Do I Have Regarding IP Addresses?
Can I have a non-static IP address?
Can I have reverse-delegation for my IP address?
Yes, this will cost $20 per annum.
Can I get additional IP addresses?
Yes. There are two choices:
For 254 or more IP addresses, join APNIC – http://www.apnic.net who will allocate you IP address blocks based on your forecast usage
For 128 IP addresses or less, complete the Exetel IP Address Request form found here
What are the limitations of additional IP addresses?
Exetel IP addresses are ‘Single Homed’ non-transportable IP addresses. You may only use them while you are an Exetel customer and they may only be accessed on the Internet via the Exetel service.
How do I get forward and reverse delegation of IP addresses?
Send a correctly formatted Zone file (or zone file section) to firstname.lastname@example.org. Allow two business days for delegation.
You will be notified by return email when delegation is complete.
If you send a zone file in an incorrect format, Exetel will correct the problems and bill you $75.
What other options for IP addresses do I have?
You must have a /24 or smaller block. Exetel will route it to your ADSL1 WAN IP address and announce it to our BGP peers.
To request this service send an email to email@example.com. In most cases the request is completed the same day. You should allow another 2 business days for Exetel suppliers to propagate the routing.iii)
The netblock must obviously belong to you. Exetel accept the routing request in good faith but will IMMEDIATELY CEASE ROUTING THE NETBLOCK WITHOUT NOTICE should we discover you do not have rights to use the requested netblock.
Does Exetel Have An Acceptable Use Policy?
What is the AUP?
The Exetel Acceptable Use Policy is available here
What is Exetel’s policy on spam?
Don’t do it. Spam is a huge, global problem. It wastes enormous amounts of time and resources which we would much rather use for something productive. It is true to say that dealing with spam adds a cost of about $5 a month to EVERY internet user in Australia
However it is defined, or whatever legal status it may carry in some countries is irrelevant. All that matters is what the wider Internet community considers to be spam, or more precisely, what network operators consider to be spam, and the actions they choose to take.
Any ISP who is deemed to condone spam, however passively, by the network operators of larger ISP’s or the very vocal and fanatic group of spam ‘vigilantes’ of smaller ISP’s, is an ISP that will not long be in business.
The Exetel AUP (click here) has a section that deals specifically with spam. There are no exceptions to this policy.
Does Exetel Offer Anti-Virus And Anti-Spam For Email?
Why doesn’t Exetel offer a free spam/virus protection service?
Exetel can not guarantee:
that any filter will be proof against any virus
that any spam control will stop all spam
that any spam control will not stop legitimate email
Since ‘almost complete protection’ is equivalent to no protection at all, practically the responsibility for spam control and anti virus software still resides with the end user.