Current Specials

Additional Info

ADSL Support FAQ

Questions on Connecting to Exetel
Questions on Email and Web Space
Questions on Usage and Service
Questions on Exetel Hosting Services
Question on Connection and Service Problems

Questions on Connecting to Exetel
1. How do I configure my modem?
  1. Refer to your modem user manual or to the modem manufacturer's web site.
  2. 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.
  3. The Exetel forum at http://forum.exetel.com.au has information on specific modem setups
2. What is my static IP/gateway?
  1. Both of these addresses are automatically assigned when you connect to Exetel.
  2. 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
  3. Your permanent static IP address is displayed on the user area page – https://www.exetel.com.au/members/
3. What is my username and Password?
  1. There are three (3) usernames and passwords you will need to keep track of, which are:
  2. The username and password to configure your modem. Your modem manual will tell you what this is
  3. The ADSL and ADSL user facilities 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 you 10 digit phone number followed by @[state].exetel.com.au. Examples for each state are below:
    NSW – 0298765432@nsw.exetel.com.au
    VIC – 0398765432@vic.exetel.com.au
    SA – 0898765432@sa.exetel.com.au
    WA – 0898765432@wa.exetel.com.au
    QLD – 0798765432@qld.exetel.com.au
    NT – 0898765432@nt.exetel.com.au
  4. The password is: It is usually a combination of letters and numbers which has been created randomly from Exetel and emailed to your nominated email address.
4. I've just been connected with ADSL....what do I do now?
  1. Read the instructions you received when you applied to Exetel.
5. I have just received my modem and I have plugged it in and the sync light is solid, does this mean I can use it?
  1. There is a 50/50 chance your circuit is ready to use even though it is before the ‘official' connection date.
  2. Follow the set up instructions that have been emailed to you by Exetel and you could be on line.
  3. If that doesn't work, you will need to wait for the advised date.
6. I have plugged the modem in and the sync or WAN LNK light is still flashing....why?
  1. See the troubleshooting guide you received when you applied to Exetel.
7. How do I get support to set up my modem if I can't make it work?
  1. Exetel doesn't provide support to end users who buy modems through someone other than Exetel. If you need help setting up a modem you have purchased the following numbers/sites will be of assistance to you:
    
    Netcomm
    
    1300 365 793 or (02) 9424 2070
    
    D-Link
    
    1300 766 868
    
    Billion
    
    (08) 8132 6868
    
    Dynalink
    
    1800 653 962
    
    Netgear
    
    1800 787 638
    
    Open
    
    (03) 9656 5111 or (03) 8613 0500
  2. If your modem brand is not listed here check your modem user manual for their support number.
Questions on Email and Web Space
1. How do I configure my email?
  1. There is a page at https://www.exetel.com.au/members/ in the User Area that allows you to create up to 20 email accounts and passwords.
  2. There are also instructions there on how to configure your email client.
2. How much is the quota for my email/webspace?
  1. You have up 20 email addresses you can set up for your self
  2. Your email storage capacity is 40 Mbytes for each account
  3. The maximum size email that can be sent/received is 2 Mbytes
  4. You have 200 Mbytes capacity for your web space
  5. Traffic to and from your web space does not count towards your ADSL plan allowances
3. Can I use the free 200mb web space to set up a website with my own domain name?
  1. No. You need to apply for chargeable Exetel Hosting services if you want to do that.
4. I have an email address under a different provider and I can receive emails but I cannot send. What is the problem?
  1. Most, if not all, ISP's do not allow relaying, that is, do not allow email to be sent via their server from another ISP's service.
  2. You should only use the Exetel SMTP server to send email while you are connected to the Exetel service.
5. What are the email settings?
  1. These are on the email set up page at https://www.exetel.com.au/members/
  2. PoP3 = pop3.nsw.exemail.com.au
    
    SMTP = smtp.nsw.exemail.com.au
  3. Change “NSW” to the State or territory you are in.
6. My website/ftp is not working
  1. Please review the instructions for web site set up at https://www.exetel.com.au/members/
7. I can send e-mails but not receive. Why?
  1. The password you have used for your email account is wrong. Make sure it matches the password you set up in the email section of https://www.exetel.com.au/members/
  2. The account name you are using is wrong. Your email account name is NOT your ADSL user name. Email account names are set up separately in the email section of https://www.exetel.com.au/members/
  3. You have not added @exemail.com.au to your email account name in your email client. Your email account name must be the full email address.
  4. Your email client still has your old ISP email account in it
  5. Please make sure you have not selected to use a secure (SSL) connection in your Email client.
Questions on Usage and Service
1. When does the usage meter reset
  1. At approximately midnight on the last day of the month.
2. What is free traffic?
  1. Any traffic under your plan quota is ‘free’ (included in your monthly charge);
  2. Any traffic you UPLOAD, ie that goes from your connection to somewhere else
3. Where can I track my usage online?
  1. The user area page - https://www.exetel.com.au/members/ – has this information.
  2. Your User Facilities user name is your ten digit telephone number
4. What happens when my contract runs out?
  1. You can cancel your contract at the end of the last month without penalty.
  2. If you choose not to cancel your contract is automatically extended on a ‘month by month' basis if the plan you are using is still current.
  3. Please bear in mind when canceling/transferring an ADSL or Wireless service that the service is billed one month in advance and no refunds/rebates for unused days are given by Exetel.
  4. In your own financial interests you should cancel/transfer away from Exetel towards the end of a monthly billing period.
  5. If you would like to cancel your plan, you may request to do so in the Secure Users Facility.
  6. For ADSL cancellations please log in to ADSL
Questions on Exetel Hosting Services
1. What happened to my domain/email/web hosting application form?
  1. Your application form was emailed to the engineer responsible for setting up your account, domain name, and web site space.
2. Once I submit the domain name hosting form how long does it take and what is the procedure to re-delegate a domain name?
  1. Hosting services are set up within 2 working days of being received.
  2. Re-delegation is done via your Domain Name Registrar, your registrar's web site will contain information on how to do this
3. Can I create email addresses myself once the application is processed?
  1. Yes; you will receive an email giving you all required instructions once your account has been set up.
Question on Connection and Service Problems
1. My ADSL stopped working. What do I do to re-establish the connection?
  1. The best first step is to turn your modem off, wait 15 minutes and then turn it back on again.
  2. If you have changed any settings on your PC or modem, change them back, then try again
  3. If you have changed things too much or can't remember how to change back, try setting up your modem again
  4. If nothing has changed, you have powered the modem off and on and you still can't connect, call 02 8030 1000 or 1300 788 141 and select option 1 from the phone system to log a service issue on your service.
2. I have configured my modem and put the username and password in and it's not connecting...what's wrong?
  1. Re-read the Troubleshooting guide at the end of your order confirmation
  2. If you have mislaid that go here: http://exewiki.exetel.com.au
3. I know I have a connection because the two computers are flashing in my system tray but I can't get out to the internet...why?
  1. Your web browser still has the proxy settings from your previous ISP. Go into the setup/options area of your web browser and turn of any proxy or auto detect settings.
  2. Your LAN settings still have the IP address and/or Name Server addresses of your previous ISP. Go into the LAN -> TCP/IP configuration and change them to the Exetel settings (Auto detect is the best option if you are unsure)
  3. You have manually set the WAN IP address of your modem. Delete this and set it to Auto detect
4. I can't access certain websites.
  1. Sometimes websites are down
  2. Sometimes you have ‘stale cache' with the wrong site details – clear all cache.
  3. Sometimes there is a routing problem stopping you accessing a particular site – for instance your IP/IP range has been banned.
  4. Send an email to residentialsupport@exetel.com.au and we will investigate it
5. My connection seems slow.
  1. Other traffic on your link such as if you are using peer-2-peer programs, downloading, accessing multimedia sites or have several users using the Internet at the same time will slow down your connection
  2. If you don't think it's that, send an email to residentialsupport@exetel.com.au and we will investigate
6. My ADSL service is connected but the speed is not correct
  1. Email: residentialsupport@exetel.com.au with your ADSL line number, contact details and brief description of the problem. We will log a service issue with Telstra/Optus and call you back to advise you of what action has been taken
7. I’m using a Billion 7404 VNPX and cannot access some websites?
  1. It's probably your modem. Some Billion routers have a security feature called "Intrusion Detection" which is too aggressive in its response. The advertising on one of your sites probably triggered it. You can clear the blacklist and the sites will hopefully start working again. In future, the trigger points can be changed to be less sensitive.