Current Specials

"Naked" ADSL2 FAQ

Q. 1 How long does it take to get on ADSL2+ only?

A. Average time currently is 14 – 16 days.

Q. 2 Is there any downtime?

A. No, provided the ADSL service is connected to Telstra infrastructure then you will remain connected before you move to ADSL2 only on the scheduled appointment day.

Q. 3 I am on ADSL with another provider but my phone is through Telstra. Can I get it?

A. As long as the ADSL service is connected to the Telstra infrastructure then it will go through. If the ADSL is connected through SSS (to another companies exchange equipment) then this is not a service that can be transferred, the ADSL will have to be canceled first before the application can be processed.

Q.4 I have a complex service on my line, can I still get ADSL2+ ?

A. Simple answer – no. You would have to contact Telstra on 132200 and request to have this removed. Examples include fax-duet, rotary function and secondary numbers on the primary line.

Q. 5 What if I don't have my Telstra account number. Can this still proceed?

No. We can not process the application with out it. If you submit the application with the incorrect account number then the application will be rejected, and a new application will have to be submitted with the correct account number which could lead to further delays in getting the ADSL2+ activated.

Q. 6 My Phone line is provided by another company, can I still apply?

A. The customer will need to check who they are with, the below companies are known to use their own phone equipment

If they are on the company's own equipment then the application will be rejected.

Q. 7 What happens to my phone service once the order is completed? I only want an internet service.

A. Once the port-in process is complete, Exetel will remove all telephony services from the line within 48 hours from the activation date. The telephone number will be cancelled, no calls can be made or received and the line will service ADSL2 only.

Q. 8 I am moving into a new place, can I order a new ADSL service only without the telephone service component?

Yes you can, the relocation process is handled by Exetel, no further action will be needed by the end user unless explicitly specified.

Q. 9 If I have ADSL + telephone and the telephone component is removed, what happens to the telephone number? Does it still “belong” to the line?

A. No. The telephone number will become inactive and withdrawn from the line. It is then 'handed back' to Telstra in a special non-transferable pool for a period of time.

Q. 10 Can I install the telephone component on an Exetel Naked ADSL 2 only service, at a later date?

A. You can install the telephone component back on the line through Exetel directly. Charges may apply.

Q. 11 What happens if I'm not currently with Telstra for line rental, but have my service on the same infrastructure you provide for the naked ADSL2 service?

A. In these special cases, we can process these as 'churn' requests. This generally takes approximately 2 business days to complete. You should remain connected to your current ADSL/ADSL2 service (if you indeed have a service on the same infrastructure) until the churn is complete. Please note once we have confirmed completion, you MUST then call your previous line rental provider and request to cancel the telephony portion only with them.

Q. 12 What other providers use the same infrastructure (Optus ADSL2 copper network) as Exetel in regards to Naked ADSL2. I'm not sure if this applies to me?

A. Please call your ADSL provider to confirm whether you are connected to the Optus ADSL2 copper network (via an OPTUS DSLAM). Other providers that may use the same infrastructure include;

Q.13 I currently have naked ADSL2 on the same infrastructure (Optus ADSL2 copper network) as what Exetel use, how can I churn this across?

A. In these case simply;

  1. Fill out a Naked ADSL2 application form using the 'telephone number' as per your previous provider OR as your previous active telephone number. Address details and account holder name is vital in order for this to be processed correctly. Please then immediately e-mail provisioning@exetel.com.au so we can flag this accordingly.

This will then be manually put through. Estimated time before activation is approximately 3 working days. Once activation is complete, use the Exetel username and password to log onto the Exetel network. Once you have confirmed this, you can then contact your previous provider and advise to close the account.

Q.14 I currently have a Naked ADSL2 service with Exetel. I want to bundle this with telephone, how can this be done?

A. We can do this within 2-3 working days by send an email to provisioning@exetel.com.au from your nominated email address on file. A new telephony service will be provided to you with a new number.

There will be a once off activaiton cost of $98 and a new contract period will recommence once the telephony is active (12 months). Your ADSL2 service will NOT be activated during the activation processs.

Q.15 I currently have a Naked ADSL2 service with Exetel. I want to move to a standalone (via AAPT) ADSL2 BYO service with a telephony provider of my choice (Not Exetel), how can this be done?

A. In this situation you will need to contact Telstra to activate a telephone service number on the line. Once this is done the Naked ADSL 2 service will be ceased onto which you will then need to put through an application for an ADSL2 BYO service. There will be downtime during the transistion between cease of the naked ADSL2 service and activation of your BYO ADSL2 connection of approximately 14 working days as copper suppliers 'change hands' during this process.

Q.16 I currently have a Naked ADSL2 service with Exetel. I want to move to an ADSL1 service with Exetel, how can this be done?

This situation is similar to Q15 in that you will need to contact Telstra to activate a telephone service number on the line. Once this is done the Naked ADSL 2 service will be ceased onto which you will then need to put through an application for an ADSL1 service. There will be downtime during the transistion between cease of the naked ADSL2 service and activation of your ADSL1 connection of approximately 14 working days as copper suppliers 'change hands' during this process.