ADSL Bundle Plans - Questions & Answers.

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How long does it take for my service to be activated?
Every broadband connection is unique because every house and location is different. If you have an existing working ADSL service we will do our best to transfer your service within approximately 4 business days. However If a new installation is required or we need to change network providers then the service activation may take up to approximately 14 business days.

Sometimes things can happen which are outside of our control when connecting your premises. Problems with our network suppliers or challenges with the physical cabling can arise on any installation. In these instances your activation may take much longer. But don’t worry, our expert and friendly provisioning team will be with you every step of the way.

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Will there be any ADSL or phone downtime when I switch?
No, provided the current ADSL service at your premises is connected to existing Optus, Telstra or AAPT infrastructure (either directly or via another reseller) then you will remain connected as we move you to your new service on the scheduled appointment day.

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I am with another provider but my phone is with Telstra?
No worries. You can still get an ADSL service or ADSL with Home Phone bundle with Exetel subject to service qualifications. If you bring your phone line rental to Exetel, you will save heaps on your line rental cost and get some of the cheapest call rates in the industry.

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Will I need my phone service account number when I order?
You will need to obtain it from your current provider's monthly invoice before you submit your order to Exetel.

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I don't have my phone service account number when I order?
Unfortunately no, you will need to obtain it from your current provider's monthly invoice before you submit your order.

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Can I apply if another company provides my phone line?
Yes, you can still get an ADSL service or ADSL Home Phone bundle with Exetel subject to service qualifications. If you bring your phone line rental to Exetel, you will save heaps on your line rental cost and get some of the cheapest call rates in the industry.

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What happens to my phone and ADSL connection once my order is completed?
Once our supplier completes the phone number port-in process, we will then begin the process of activating your phone and ADSL service. Your ADSL and phone service should be active on the day of scheduled activation.

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I am moving to a new place and the phone line isn't active?
You can still make an application. If you are relocating an existing Exetel ADSL with Home Phone bundle to a new premise, Exetel handles the complete process. An available copper phone service is required at your new premise for us to relocate your service. No further action is required by you, should we need any further information we will be in contact.

To submit a relocation order log in to My Exetel.

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Does Exetel offer Naked ADSL2+ services?
Unfortunately no. The Exetel ADSL with Home Phone offers great value and one of the lowest phone line rental and call rates available today.

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I'm transferring over to Exetel's Premium ADSL2+ Broadband Plans?
The Service Activation Charge for Exetel plans is standard whether you are transferring over the same network or porting from a different network. The only difference is for new installations, which require activating a bundled ADSL and Home Phone service from scratch.

Additional line connection charges may apply depending on the type of connection (or reconnection) and the type of work required to activate your new Broadband and Home Phone Bundle Service.

Charges are dependent on the type of work that needs to be done and will be decided by Exetel's network supplier and passed on to you at cost price (plus GST).

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I'm not currently with Telstra for line rental and have my service on the same infrastructure Exetel provide for the bundled service?
In these circumstances we can process the request as a 'churn'. This only takes up to 5 business days to complete. You should remain connected to your current ADSL Broadband and Home Phone service until the churn is complete.

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