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.
One thing we strongly recommend that you do is to register to receive notifications of planned and emergency outages that may/will affect your ADSL service.
Before doing anything else please go here: http://forum.exetel.com.au/viewforum.php?f=219
and follow the instructions - this will allow Exetel to send you emails about planned future maintenance that may impact your service.
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 Telstra 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
