New User

New User Help Functions

If you are thinking about selecting Exetel as your ADSL provider or have just submitted an application form there is some information available from this page that might be of assistance to a new ADSL user.

Before doing anything else please go here: http://forum.exetel.com.au/viewforum.php?f=219

Checking On The Progress Of Your Application

It will take, on average, around 4 working days to connect your ADSL1 service and around 10 working days to connect your ADSL2 service. You can check what stage your application has reached using the "Application Status" function.

Simply click on this function and enter the 10 digit number that you have applied for ADSL on.

Better Understand How To Configure Your Modem

If you have never installed an ADSL modem before you might like to visit the Exetel help forum where many new, and experienced, users have posted useful information and suggestions. Click here to see the page.

Get Information On The Installation Processes

The basic settings to be put in to your modem can be found using the 'connecting to Exetel' link opposite. All of this information will also be sent to you by email and it is shown here as a back up reference.

Difficulty In Installing Your ADSL Service

Installing an ADSL service is very simple and shouldn't require any 'outside help' for even a very inexperienced user. However if you do get in to trouble that can't be solved on the telephone to Exetel's support desk you can elect to pay for expert help from people totally familiar with installing ADSL connections to Exetel. There are Exetel agents with a sound knowledge of installing ADSL Services in most areas of Australia.

General Information

There are probably many questions that will occur to you prior to your ADSL activation. You may get value from visiting the Exetel Help Forum by clicking here.

Problems With Your Computer, Modem And/Or Setup

Once you become connected you may experience various issues from time to time. Rather than contacting Exetel as soon as you think there is something wrong with the service that we are providing please take a little time to determine whether the problem you are experiencing can be resolved by you. This will not only fix your problem faster (in the majority of instances) it will allow you to get a better understanding of how to prevent future problems.

Over 85% of the support calls received by Exetel's help desk personnel turn out to be something, usually very simple, wrong with the user's equipment, settings or software that could have easily been fixed by the user themselves by using the trouble shooting guides listed below.

You might also like to check the status of the Exetel network before calling (if you have internet access) to see if there is some major outage that is affecting your connection. The status of the Exetel network can be found by clicking here.

If there appears to be nothing obviously wrong with either the parts of the network that Exetel controls or there are no notices from Exetel's 'upstream' carriers on outages/problems on their parts of the network it would be quite beneficial for a user to use the check lists below to determine whether they can resolve whatever difficulty they are experiencing themselves.

Please visit the Exetel Wiki for further information on trouble shooting and self diagnostic's for your ADSL issues:

Exetel Wiki - http://exewiki.exetel.com.au

Connecting To Exetel's ADSL Service (01/10/10)

You will need to enter this user name and password in to your modem so that you can connect to the Exetel ADSL service:

Modem User Name And Password / Members Facilities User Name And Password

User Name: your ten digit telephone number@(state).exetel.com.au

Password: It is usually same as Member Facilities Login Password(combination of letters and numbers). To change modem password, please go click here

The username and password's above is for both the modem to gain ADSL access and for the User Facilities.

You probably should not need to change or specify your DNS connections but if you do they are:

1. Primary: 220.233.0.4
2. Secondary: 220.233.0.3

What Happens After You Submit Your Application

Once you receive the confirmation email you can then check on the 'Application Status' page of this web site to see exactly how your application is progressing.

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

There are several steps that need to be completed once you have submitted an ADSL application form to Exetel Limited. These steps can take from a few days to up to 10 working days if everything goes smoothly.

The steps that have to be taken to process your ADSL application are:

1/ Exetel submit your application to The Carrier

This is an automatic process that happens daily. Your online application is batched with all applications received up to 7pm each day and is sent in a file to ADSL Provisioning at the carrier

2/ Carrier Administration confirm receipt of your application

Although Carrier ADSL Provisioning will receive your application within 24 hours of you submitting it there is a variable delay in the time it takes them to confirm they have received it. It is not unusual for this to take up to 4 working days.

3/ Carrier Administration ask Carrier Engineering to check for ADSL availability

4/ The wholsale provider’s Engineering then provides a planned activation date

Currently around 90% of the applications submitted by Exetel applicants are accepted by the wholsale supplier and a date for activating the service is given; this date is generally within 7 working days of the application date.

Approximately 10% of applications for ADSL service are rejected to being too far away from the exchange or because the line is not suitable and can't be made suitable.

5/ If your application is rejected the screen will display the reason for rejection

If your application is rejected it will be either a complete rejection that means that there is no chance of your line being connected to the ADSL service in the immediate future. The reason will be displayed on the screen.

6/ Once your ADSL activation has been done a 'completion date' will be displayed

Once the activation of your ADSL line has been confirmed by you can plug in your modem and check that the 'Link' light is solid; if it is your ADSL service has been activated correctly by the wholsale provider and you can now connect to the Internet via ADSL.

Connecting To Your ADSL Service

If you are using a modem provided by Exetel you should have received it before your line is activated. Whether or not you are sourcing your modem from Exetel you will have received an email with your user name and password and other set up information. If you have lost that email, or never received it, the information it contains can be found by clicking here.

If you require more detailed assistance you should get that from the manual that comes with your modem or a knowledgeable friend. Some guidance is provided on either the Exetel User Help Forum (click here) or in the advice to be found on the left hand side of this page. It is very straight forward to set up an ADSL modem but if none of these aids is sufficient you will need to pay for a computer professional to assist you complete this task.

Exetel has agents in every capital city of Australia, and many regional areas. If you need help you might consider calling one of these agents who will charge you to install your ADSL connection:

If the 'Link' light is not steady it means that the wholsale provider has made a mistake in activating your ADSL connection. In this case (approximately 10% of all ADSL activations) you need to call Exetel and get the support engineers to get the wholsale provider to fix the problem.

Some Things To Consider Before Your Line Is Activated

If you have multiple telephone handsets connecting to the line you are going to use for ADSL please ensure that you have bought enough line filters.

• Please ensure you have clear instructions on how to set up the modem, this particularly applies if you are intending to use a second hand modem.
• If you are thinking of using a second hand modem get as much information from the person from whom you sourced it as possible including the installation CD and the web site location for the firmware updates and drivers and do a practice install before your ADSL line is activated to ensure that everything actually works the way it is meant to.
• Additional information on setting up modems can be found on the Exetel Forum by clicking here.
• If you think you will need on site assistance to set up your modem or your network there are a number of Exetel agents who are experienced in installing Exetel ADSL services. These organizations charge for their services but if you need assistance please call one of these companies for a quote on what they will charge you to assist you install your ADSL service.
  http://www.exetel.com.au/agents_main.php

ADSL1, ADSL2 & Wireless Application Status Page

To check on the status of your ADSL/ADSL2/Wireless broadband application with Exetel please click on the appropriate link below and enter your ten digit telephone number:

For the status of a New ADSL1 (Or Newly Relocated) Service please click here.

For the status of a Transfer/Churn ADSL1 (Via Carrier) Service please click here.

For the status of a New ADSL2 & Telephone (IncTel Plan) Service please click here.

For the status of a Naked ADSL2 (NoTel Plan) Service please click here.

For the status of a New ADSL2 (BYO Plan) Service please click here.

For the status of a New HSPA Service please click here.

(Please bear in mind that the only information that can be supplied ADSL1 for transfer applications is confirmation that Exetel has received your request - your transfer will go through on the day nominated by you in almost every instance)

If this is your first ADSL connection you might be helped by clicking here.