Current Specials

SHDSL FAQ

1. Can I use a voice service on the same line as an SHDSL service?

No. SHDSL (Symmetrical High-speed Digital Subscriber Line) requires a dedicated PSTN (Public Switched Telephone Number) line with no peripherals (like fax machine) attached. A voice service cannot run over the line dedicated for an SHDSL service. Therefore with every SHDSL connection a new line is installed. There are some circumstances if you have a free PSTN line available that the service can be installed on this line, however there are no cost advantages for doing so.

2. How long does it take to provision a service?

SHDSL provisioning is 20 working days. Our wholesaler's work to a target of 14 days. This is best case.

3. I have an ADSL modem/router. Can I use this for SHDSL?

No. SHDSL uses a different spectrum. A Cisco 878 router is supplied with every service. This has modem and routing capabilities and is all that most customers will require.

4. I have an existing SHDSL service. Can I churn to Exetel?

Yes. An SHDSL migration or churn can be done if you currently use SHDSL through a provider that resells either Powertel or Optus. Provisioning time is quicker – 5-10 working days. However, the churn ONLY takes place when your previous service is cancelled by the previous provider. You should check with your provider if there are any contractual exit clauses. For example cannot cancel until the end of the calendar month and possible cancellation/break contract charges

5. What is the SHDSL provisioning process?

  1. Once the order is received by Exetel, the order is submitted by Exetel to either Optus or Powertel. They pass on company address and order details to Telstra for Name/Address matching and qualification of service (SQ).
  2. Telstra perform "cutover". The ULL (Unconditional Local Loop) is prepared and SHDSL enabled from the exchange to the MDF (Main Distribution Frame).
  3. Wholesale provider (either Optus or Powertel) then perform install. They check line from MDF to "socket" at customer's premises. A technician will also install the router with the service. They will check with technicians at base that the service is working at layer 2 level.
  4. Completion advises are issued to Exetel. All services are ordered with end-customer (and Exetel) management of the router. These logins and passwords are issued at completion.
  5. Any additional IP's requested are implemented.

The end-customer is kept informed at all stages of the SHDSL provisioning process via email.

6. Do I need to be in attendance at cutover and install of service?

Correct site contact details supplied on the order form are very important. You should be quite specific and make sure the site contact is available at the crucial times of cutover and install. At cutover, if the MDF is not easily accessible, Telstra will call the end-customer in order to gain access. If they cannot raise the end-customer, then they will simply move on to the next job. This can be costly as the end-customer will be charged for this missed cutover.

If the end-customer knows of any particular or difficult circumstances with the location of the MDF, these details should be detailed in an email to Exetel or please call us on (02) 8030 1065 to discuss any problem that may prevent simple installation of the new line.

7. Where is SHDSL Available?

Exetel are able to provision services Australia-wide where it is available. Pre-qualification checks are done according to a PSTN line supplied. Full qualification including line speed is only done by Exetel's submission of the order with one of their wholesalers. If a required line speed is not available, customers are informed of the alternative (slower) speed and asked if they would like to progress with the order. In some cases Telstra may reject the order because there is no spare copper to run the dedicated line. In this case, and only as a last resort in order to get an SHDSL service, the customer may be asked if they wish to sacrifice an existing PSTN line.

8. If I choose not to go ahead, are there any cancellation charges?

Yes, charges depend at what phase of the ordering process we are up to.

These are charges stipulated by our wholesaler. Exetel does not place any surcharge or gains for profit, but they will be passed on to the end-customer.

9. What are the SLA's for Service Outages?

Planned Outages: Exetel is informed of planned outages by our wholesalers. These are normally out-of-hours and customers are informed of dates and times.

Unplanned Outages: Outages by Powertel and Optus will ultimately affect Exetel and its customers. Please refer to our SLA page.

10. Does Exetel bundle Voice with SHDSL?

Yes. Your company can utilize Exetel's Voice service with SHDSL.
We have a corporate voice plan. We offer a discount on your SHDSL service when using us for voice as well. The discount equates to 10% of the (ex-GST) charges of your monthly call spend credited from your monthly SHDSL access fee. Your minimum monthly voice spend must be $500.

11. What is the Contention ratio?

There is no contention. All services are provisioned on the basis of enough capacity to meet peak demand.

12. What is the International Bandwidth?

Exetel continually upgrades external and internal bandwidth circuits to meet customer traffic requirements and maintain an 'contention free' service at all times. This is Exetel's total external bandwidth supply graph for one day (Mar 27 2009):

supplier day bandwidth

which includes bandwidth sourced from:

13. How are links between Perth/AdelaideMelbourne/Sydney/Brisbane configured?

The Sydney-Melbourne/Brisbane/Adelaide/Perth links are ATM Permanent Virtual Paths via the Optus national ATM MultiNet. They are used to connect Exetel's POP in PowerTel (Sydney) to the XYZed Points of Interconnect (POI's) in the other states. Exetel has its own POPs in MEL and QLD which terminates all metro Ethernet and SHDSL services in each of these states locally.

14. Our domain is hosted by another provider. What do we need to do to switch to Exetel?

Exetel offer email, domain name and web hosting, but you don't need to switch if you are happy with the hosting you have.

If you do want Exetel to provide hosting, you can send an email to hosting@exetel.com.au and we will contact you to discuss the details. All the information on Exetel hosting is here.

15. Does Exetel allow L2TP/IPSEC VPN's over your network?

Yes. Exetel provides an IP connection from each site to the Exetel central router. There are no restrictions or blocks on what IP traffic or protocols you run over the link. You can configure IPSEC between your own devices and create tunnels or other VPN connections however you want, using, but independently of the link Exetel provides.

16. Does Exetel have a managed service available?

The links and network are managed 24x7. You have the option of the Exetel monitoring system monitoring your SHDSL connection. If you want this Exetel monitor the public IP address of your router and one service within your network (such as port 80 on a web server for example). The system can also optionally send you an email notice of missed responses.

Note: Control of the CPE,will not be supplied to end customers. If you want NAT and/or DHCP configured, or a basic change like the LAN ip address changed, Exetel will do this for you as a once off configuration change once the circuit has been installed. Please email businesssupport@exetel.com.au with the exact configuration you want, the minimum information you need to include is:

Company Name: ___________________
SHDSL Line Number: ___________________
Router LAN IP Address: ___________________
NAT?: Y/N
DHCP?: Y/N
Addresses to exclude: ___________________
From DHCP: ___________________

There is no charge for the above once off configuration.

17. What is the billing period and due date?

Billing is debited from the nominated account on the 1st of the month or nearest business day. It covers the calendar month in advance. The invoice for monthly access fees is emailed approximately 7 days after the debit, to ensure that all payments have cleared. An installation invoice will be emailed and funds debited on the date the service is completed. At the same time, there is a pro-rata charge for service covering the period the date the service was connected to the end of the calendar month. An invoice, reflecting the fact that payment has been successfully processed, is emailed approximately 7 days later. Excess (if any) download charges are debited on the 1st of each month. This is billed in arrears (previous month).

18. What are the charges for withdrawing a pending SHDSL application?

Please go to http://www.exetel.com.au/d_terms_conditions.php titled 'Application Withdrawal' clause 6.

19. What are the charges for cancelling an SHDSL service prior to the committed contract term?

Please go to http://www.exetel.com.au/d_terms_conditions.php titled 'Minimum Term' clause 1

20. Can I transfer my SHDSL service if i move?

This depends upon whether the premises that you are moving into fall into an Optus or Powertel enabled exchange. Please contact Exetel before you move to confirm whether you will be able to continue using your SHDSL service. Assuming that your new site is within Optus/Powertel coverage area, a full service order on 24 month is needed to avoid cancellation charges. Service activation leadtime of 20 working days with standard relocation fee of $350 applies.

21. Can I have Port Forwarding?

In some cases the CPE can be configured for port forwarding, but in some cases it is not possible. It will depend on the type of CPE supplied by the carrier, and the access level available to Exetel.

In cases where port forwarding is available, please send a request to businesssupport@exetel.com.au and include:

Company Name: ___________________
SHDSL Line Number: ___________________
Router LAN IP Address: ___________________

and for each port forward requested:

LAN IP address: ___________
Port Number: ___________
UDP/TCP/Both: __________

An Exetel engineer will determine if port forwarding is possible and either apply the requested configuration or advise you that it can't be done.

There will be no charge for the initial port forwarding setup (if it is possible) when it is requested as part of the installation. Later/further requests, or change requests, will be billed at the standard rate of $150 per hour ($75 min).

If it is not possible to provide port forwarding with a particular CPE, the customer will need to make alternative arrangements, such as purchasing their own network gateway server or router with which to accomplish port forwarding.

22. What will be the cost of speed upgrade/downgrade?

There is a once off $350 speed upgrade fee for services within the same technology type (e.g. ADSL or SHDSL). If speed change is requested and using different technology type (say from SHDSL to ADSL) the full install fee will apply since this constitutes a new service rather than an upgrade.

23. Can the Router CPE be used to do 'X'

It is a common mis-perception that because a router (CPE) is supplied to terminate the SHDSL service, that it can be used as any general purpose router. Unfortunately this is not the case. The router should be treated as a 'dumb' NTU, and should not be viewed as anything more than that.

In some cases the carrier does not permit access to the CPE equipment in any event. In other cases, the carrier may require a standard config template, and changing that to something else, or adding extra functions, will void any service level for the service. But in all cases, the unit is supplied to ONLY terminate the data service.

Extended routing functionality should be done on an internal, customer owned, router or network gateway.