Exetel Wireless FAQ (10/07/06)
1) Questions on Connecting to Exetel
2) Questions On Unwired Availability
3) Questions On Pricing And Plans
4) Questions On VOIP Services
| a) | Does Exetel offer a VOIP service via wireless? |
| b) | Can I use third party VOIP services such as Skype? |
| c) | Can I use other Unwired resellers VOIP services? |
5) Questions On Future Wireless Services
1) Questions on Connecting to Exetel
| a) | What modem do I use? | |
| i) | You can only use the proprietary Navini modem provided through Unwired. | |
| ii) | This modem is designed and manufactured by Navini Networks to work with their wireless base stations. | |
| iii) | Navini is the manufacturer who provided the base stations that are the basis of the Unwired network. | |
| iii) | No other modem will allow you to connect to the Unwired network. | |
| b) | Why can't I buy a modem from Harvey Norman? | |
| i) | You can; but it will only work with an Unwired retail plan provided directly from Unwired. | |
| ii) | Unwired is using Harvey Norman, and other outlets, to provide the modems that can only connect to the Unwired retail broadband plans. | |
| iii) | To use the Exetel wireless broadband plans you have to buy the modem through Exetel that is hard configured by Unwired to reach the Exetel network. | |
| c) | Why can't I buy a modem from E-Bay? | |
| i) | You can; providing it is a Navini modem designed for the Unwired network. | |
| ii) | However you would need to be sure that you know what financial and other requirements Unwired, or unwired resellers, have for connecting it to the network. | |
| iii) | In most cases this would be a dangerous course of action unless it was clearly specified that the modem was programmed to connect to the Exetel network. | |
| d) | Why can't I buy a modem from another Unwired service provider? | |
| i) | You can. | |
| ii) | However the modem sold by any reseller is programmed to their service and it will not connect to the Exetel network. | |
| iii) | Currently Unwired provide no facility to change the hard coding to reach a different reseller’s network. | |
| iv) | Some resellers may also have specific conditions locking you in to the use of their service by purchasing the modem from them. | |
| e) | Can the Exetel supplied modem be used on other wireless networks? | |
| i) | No. | |
| ii) | It is specifically designed and programmed to work only on the Unwired network. | |
| f) | What modem do I need for an Apple Macintosh? | |
| i) | You need a Navini modem provided through Exetel. | |
| ii) | Unwired is currently advising that the USB version of this modem is unsuitable for Apple connections. | |
| g) | How do I connect multiple PCs to the modem? | |
| i) | The Navini modem acts as a bridge; ie it only connects to one computer. | |
| ii) | To connect multiple PCs you will need a router or a hub with routing capability in each PC. | |
2) Questions On Unwired Availability
| a) | How do I know if I can get an Unwired signal? | |
| i) | You use the coverage map tool which by entering your street name will tell you whether there is current coverage. | |
| ii) | The coverage map can be found here: http://www.exetel.com.au/d_business_wireless.php | |
| iii) | However the only way of being certain your specific location can get a suitable Unwired signal is to buy a modem and test the signal strength. | |
| b) | What happens if my particular residence can't get an Unwired signal? | |
| i) | It means you can't get the Unwired wireless service. | |
| ii) | If you have bought a modem to test for signal availability then you can return it for credit. | |
| iii) | No charge, other than the cost of returning the modem will be incurred by you. | |
| c) | Does Exetel offer a 30 day "money back guarantee"? | |
| i) | No. Exetel offer a full refund if the modem is returned within seven days of shipment. | |
| d) | What are the limits to where I can use the Unwired service? | |
| i) | Anywhere you can get an Unwired signal in the Sydney metropolitan area. | |
| ii) | If Unwired roll out wireless networks in other cities/areas you may well, in the future, be able to use your service there for an additional fee to a service provider who covers that area. | |
| ii) | Exetel has no plans to offer the Unwired service beyond Sydney until Unwired activate extensions of their wireless coverage. | |
| e) | What happens if I move residences? | |
| i) | The modem is your property and you have contracted for a certain period of use. | |
| If you move to a residence where there is no Unwired signal you will need to cancel your contract under whatever penalties apply. | ||
| If your new residence can get an Unwired signal you continue on with your contract. | ||
| f) | Can I use the modem in other cities? | |
| i) | No. | |
| g) | What are Unwired's future coverage plans? | |
| i) | Exetel isn't able to comment on Unwired's future plans. | |
| ii) | From time to time Unwired make comments in the press about possible future network coverage but only an Unwired spokesperson can make such comments. | |
| iii) | You can register interest in having Unwired provide service to a particular area by going here: http://www.unwired.com.au/availability/future.php | |
3) Questions On Pricing And Plans
| a) | Why doesn't Exetel offer a no cost activation offer? | |
| i) | Exetel doesn't have the money to be a finance company. | |
| ii) | Unwired charge Exetel for the modem and activation and we pass that cost on to each customer; we make no profit on those charges. | |
| b) | Can I trade in my Unwired modem in if I decide not to use the service? | |
| i) | Yes. Exetel will buy back a modem purchased for use on its service for $30.00 | |
| c) | What methods of payments can I use? | |
| i) | To purchase the modem and to pay for the initial activation fee you can only use Mastercard, VISA or Direct Debit. | |
| d) | What happens when my contract runs out? | |
| i) | You can cancel your contract at the end of the last month without penalty. | |
| ii) | If you choose not to cancel, your contract is automatically extended on a month by month basis until you either change plans or cancel your service. | |
4) Questions On VOIP Services
| a) | Does Exetel offer a VOIP service via wireless? | |
| i) | Unwired has talked about a VOIP service with their retail plans but does not offer such a service currently. | |
| ii) | Exetel has tested VoIP over Unwired connections with generally satisfactory results and. If there are no other options, then it may well be suitable. | |
| iii) | However the latency issues and some aspects of the Unwired coverage in different parts of Sydney make a general statement that the Unwired network is truly suitable for the serious Voip user impossible to make at this time. | |
| b) | Can I use third party VOIP services such as Skype? | |
| i) | You can certainly use Skype. | |
| ii) | There would be no reason why you couldn't use any other VOIP service over the Unwired network. | |
| c) | Can I use other Unwired resellers VOIP services? | |
| i) | Not with Exetel. | |
5) Questions On Future Wireless Services
| a) | Can I move the modem to another wireless provider? | |
| i) | No. The Navini modem is specifically designed for the Navini wireless network as implemented by Unwired. | |
| b) | Can I move to another Unwired reseller? | |
| i) | No. Your modem cannot be used on any other service offered either by Unwired itself or through any other Unwired reseller. | |
| ii) | There may be a possibility of this being allowed to happen (by Unwired) in the future but there is no indication from Unwired that this will happen. | |
| c) | What charges apply to moving to another Unwired reseller? | |
| i) | If you are within the first six months of your contract with Exetel you will be charged a $100.00 early termination fee. | |
| ii) | If you are moving to another reseller after the six month initial contract period there will be no charge from Exetel. | |
| iii) | The reseller to whom you are moving will almost certainly have a transfer charge of some type; this information can only be obtained from the reseller at the time. | |
| d) | Can I sell my modem to another user if I don't need it? | |
| i) | If you have purchased a modem from Exetel it's your property and you can dispose of it as you please. | |
| ii) | If you have a loan second hand modem from Exetel then you must return it to Exetel at the end of your use or you will be charged $125.00. | |
| e) | When is there likely to be a faster speed? | |
| i) | Currently there is no indication that there will ever be a faster speed. | |
| ii) | Only Unwired can make any definitive statement on what they may do in the future. | |
| iii) | Looking at commercial wireless networks in other countries is an indication of what might be possible in Australia. | |
| f) | What certainty can I have that Exetel will be around to honour my contract? | |
| i) | Exetel is a private company that has only been in business since January 2004 and no statement that Exetel can make can meaningfully answer this question. | |
| ii) | However Exetel publishes a lot of information about its current and past business operations including its financial status. | |
| ii) | A sensible prospective customer will get whatever information they need to make an informed decision from Exetel's web site and Forum. | |
| g) | What certainty can I have that Unwired will be around to honour my contract? | |
| i) | Unwired is a publicly listed company and a significant amount of information about it can be found on the ASX site and its own web site. | |
| ii) | All questions regarding Unwired should be directed to Unwired. | |
