Difference between revisions of "ADSL1 Product Information"

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<yambe:breadcrumb self="Sales Information">Category:ADSL 1 - Telstra|ADSL 1 - Telstra</yambe:breadcrumb>
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<yambe:breadcrumb self="ADSL 1 Product Information">ADSL|ADSL</yambe:breadcrumb>
  
==Description==
+
<strong>Summary:</strong>
 +
ADSL stands for Asymmetric Digital Subscriber Line, which is an internet connection that runs over the copper telephone line cables. An active fully working telephone line is required in order to obtain the ADSL1 service .
  
  
===What is ADSL1?===
 
  
ADSL stands for Asymmetric Digital Subscriber Line, which is an internet connection that runs over the copper telephone line cables. An active fully working telephone line is required via a Telstra equipment line (The telephone line could be leased by a Telco but their supplier needs to be via Telstra) in order to obtain the ADSL1 service .
+
==What are the differences between ADSL1 and ADSL2?==
 
 
==ADSL 1 vs ADSL 2==
 
  
 +
Apart from the obvious difference in speed, there are some other significant differences between the ADSL 1 and ADSL 2. Please visit [[From ADSL1 to ADSL 2 - What to Expect]] for more information.
  
===What are the differences between ADSL1 and ADSL2?===
 
  
Apart from the obvious difference in speed, there are some other significant differences between the ADSL 1 and ADSL 2. Please visit [[From ADSL1 to ADSL 2 - What to Expect]] for more information.
 
  
==ADSL 1 Speed==
+
==ADSL1 Speed==
  
  
 
===What are the available speeds for ADSL1?===
 
===What are the available speeds for ADSL1?===
  
Following speeds are available for ADSL1 with Telstra
+
The available speeds for ADSL1 are:
 +
 
  
256 kbps Down/64 kbps
+
1500 kbps Down/256 kbps
  
512 kbps Down/128 kbps
+
8192kbps Down/384 kbps
  
1500 kbps Down/256 kbps
+
For more details on ADSL speeds and plans please visit https://www.exetel.com.au/broadband/adsl
  
up to 8192kbps Down/384 kbps
 
  
  
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=== What speeds can be expected on the ADSL1 8MB service?===
 
=== What speeds can be expected on the ADSL1 8MB service?===
  
The speeds of ADSL1 8MB service will vary depending solely on the distant from the exchange, quality of the copper, the copper length and age of the copper. Not all customers will be able to get the maximum theoretical 8192/384 ADSL1 line speed. The speed should be reaching 1200kbps as the minimum, if this is the case it is likely the connection is far away from the local exchange.
+
 
 +
Expected speed on the ADSL1 8MB service should be reaching 1200kbps as the minimum. This will vary depending solely on the distant from the exchange, quality of the copper, the copper length and age of the copper. Not all customers will be able to get the maximum theoretical 8192/384 ADSL1 line speed.
  
  
  
===Does the ADSL1 speed depends on the distance from the exchange?===
+
===Does the ADSL1 speed depend on the distance from the exchange?===
 +
 
 +
Distance from the exchange only matters for the 8192kbps/386kbps ADSL1 connections. All the other ADSL1 speeds are unaffected.
  
Distant only matters for the 8000kbps/386kbps connections and ADSL2 connections. All the other ADSL1 speeds are unaffected.
 
  
  
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===Are P2P speeds guaranteed with ADSL1 service?===
 
  
No, as P2P is a third party application eXeTeL holds no control over on what speeds you would be achieving.
+
===Which service is faster, ADSL1 or ADSL2?===
  
  
 +
ADSL2 allows for a connection to achieve faster speeds, however there are limitations. For example if you are residing far away from the exchange this will make your speed slower. The only exception is that you should get at least 1500kbps/256kbps.
  
===Which service is faster, ADSL1 or ADSL2?===
+
ADSL2 uses a high frequency and a more complex signal to obtain higher speeds than ADSL. This makes it much more sensitive to noise, crosstalk and attenuation on your phone line. Think of ADSL as being a truck and ADSL2 as a sports car – ADSL1 will be slower, but more reliable over time.
 
 
ADSL2 allows for a connection to achieve faster speeds, however there are limitations. For example if you are residing far away from the exchange this will make your speed slower. The only exception is that you should get at least 1500kbps/256kbps.
 
  
  
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===How do I check availability for ADSL1?===
+
===How do I check availability for ADSL?===
  
To check adsl1 availability with Telstra, please lodge an application by using https://www.exetel.com.au/order_service/residential_transfer_form.php  If the service cannot be provided to you, you will be notified within 3 business days as soon as we get the confirmation from our supplier. If not we’ll proceed with the order to activate the service. In this case, applicable charges will be charged within 3 business days from the time you place the order.
 
  
Alternatively, you may contact our sales division to check for adsl1 service availability with Telstra.
+
To check ADSL availability please lodge an application by using https://www.exetel.com.au/broadband/adsl .  If the service cannot be provided to you, you will be notified within 3 business days as soon as we get the confirmation from our supplier. If not we’ll proceed with the order to activate the service. In this scenario, you will be charged the hardware costs within 3 business days from the time you place the order.
  
 +
Alternatively, you may contact our sales division to check for ADSL service availability.
  
 +
===What are the currently available ADSL plans?===
  
===What are the currently available ADSL1 plans?===
+
You can apply for an ADSL and Telephone Bundled plan
 
 
You can apply for an ADSL 1 and Telephone Bundled plan
 
 
 
or
 
 
 
Sign up for a Stand Alone ADSL1 plan with Telstra.
 
  
 
* For Bundle : If you currently do not have an active telephone line, you may activate it with us or transfer your existing telephone line.  
 
* For Bundle : If you currently do not have an active telephone line, you may activate it with us or transfer your existing telephone line.  
  
Please visit http://exetel.com.au/a_plan_pricing_new.php for new plan details.  
+
Please visit https://www.exetel.com.au/broadband/adsl for plan details.  
  
 
* You can find more information on telephone [[Telephone Telstra - Sales Information|here]]
 
* You can find more information on telephone [[Telephone Telstra - Sales Information|here]]
 
  
  
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===What are the prerequisites to obtain the ADSL1 Service?===
 
===What are the prerequisites to obtain the ADSL1 Service?===
  
Your telephone exchange should be enabled with ADSL1 service to obtain ADSL1 service with Telstra.
+
To obtain ADSL1 service your telephone exchange should be enabled with ADSL1 service .
 
 
  
 +
To use ADSL1 service, you need to have an active phone line. If you don't have an active telephone line, Exetel can now activate both telephone and an ADSL based on the availability of the infrastructure at the local exchange.
  
===How do I place an order for ADSL1?===
 
  
You can order Exetel's ADSL1 services by accessing our online order form [https://www.exetel.com.au/order_service/residential_transfer_form.php here] or you may place an order by contacting Exetel Sales on 0280301000 or 1300 788 141.
 
  
 +
===How do I place an order for ADSL?===
  
 
+
You can order Exetel's ADSL services by accessing our online order form <strong>[https://www.exetel.com.au/broadband/adsl here]</strong> or you may place an order by contacting Exetel Sales on 0280301000 or 13 39 38
=== I am currently on a sub-exchange, am I still able to get the ADSL1 connection? ===
 
 
You would be able to get ADSL1 as the sub-exchange has the proper equipment to get ADSL1.  
 
 
 
  
 
=== Do I require an account number from my telephone bill to apply for ADSL1? ===
 
=== Do I require an account number from my telephone bill to apply for ADSL1? ===
 
   
 
   
Account number is only needed if you port your telephone line over to Exetel. It is not needed for a new application.
+
When you are applying for ADSL1, account number is only needed if you port your telephone line over to Exetel. It is not needed for a new ADSL1 application.
  
  
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==Using other services with ADSL1==
 
 
 
=== Does having a complex service affect me getting ADSL1? ===
 
 
No. having a complex service does not affect getting ADSL1.
 
 
 
 
=== I currently have a fax on the line, am I still able to use ADSL1? ===
 
 
Yes you can use the fax line. However, the fax line will need to have a micro-filter.
 
 
 
 
=== Can I apply for a VoIP service while applying for an ADSL1 service? ===
 
 
No you cannot apply for VoIP at the same time you purchase ADSL1. Once you activate the ADSL connection you can order VoIP via the Members Facility area. Please note that the minimum requirement for VoIP is having a 512/128 ADSL connection.
 
 
 
 
=== Can I use the email to fax facility after purchasing the ADSL1 service? ===
 
 
Yes, you can apply for the email to fax facility via the Exetel Members Facility area, after purchasing the ADSL1 service.
 
  
 
==ADSL 1 Activation Process==
 
==ADSL 1 Activation Process==
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===What is the ADSL1 activation process?===
 
===What is the ADSL1 activation process?===
  
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.
+
ADSL1 activation process has 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:
 
The steps that have to be taken to process your ADSL application are:
 +
  
 
'''Step 1 - Exetel submits your application to the carrier'''
 
'''Step 1 - Exetel submits 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.
 
  
 
'''Step 2 - Carrier administration confirms receipt of your application'''
 
'''Step 2 - Carrier administration confirms 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.
 
  
 
'''Step 3 - Carrier administration asks carrier engineering to check for ADSL availability'''
 
'''Step 3 - Carrier administration asks carrier engineering to check for ADSL availability'''
  
 
'''Step 4 - The wholesale provider’s engineering then provides a planned activation date'''
 
'''Step 4 - The wholesale provider’s engineering then provides a planned activation date'''
 
Currently around 90% of the applications submitted by Exetel applicants are accepted by the wholesale 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.
 
  
 
'''Step 5 - If your application is rejected the screen will display the reason for rejection'''
 
'''Step 5 - If your application is rejected the screen will display the reason for rejection'''
  
If your application is rejected, please review the reason for rejection. If you require assistance understanding the rejection reason, please contact Exetel at provisioning@exetel.com.au
+
<i>If your application is rejected, please review the reason for rejection. If you require assistance understanding the rejection reason, please contact Exetel at provisioning[at]exetel[dot]com[dot]au</i>
  
 
'''Step 6 - Once your ADSL activation has been done a 'completion date' will be displayed'''
 
'''Step 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' / 'ADSL' light is solid; if it is your ADSL service has been activated correctly by the wholesale provider and you can now connect to the Internet via ADSL.
 
  
===How can I check my ADSL 1 application status?===
 
  
Once you receive the confirmation email you can then check on the 'Application Status' page of Exetel web site to see exactly how your application is progressing.
+
===How can I check my ADSL application status?===
http://www.exetel.com.au/a_application_status.php
 
  
 +
To check ADSL application status, check on the [https://www.exetel.com.au/myexetel/services/myservices_usage Services & Usage page] of the Exetel Member's Facility, once you receive the confirmation email.
  
 +
  
===How long does it take to activate an ADSL 1 connection?===
+
===How do I know when my ADSL1 service is ready?===
  
It takes approximately 5 - 7 business days.
+
You will be informed via email when your ADSL service is ready. Please make sure we have your latest email address on record. Alternately you can contact the provisioning department to confirm the activation.
  
  
 
===How do I know when my ADSL service is ready?===
 
 
You will be informed via email when your ADSL service is ready. Please make sure we have your latest email address on record. Alternately you can contact the provisioning department to confirm the activation.
 
  
 
===What do I do if my ADSL1 application has passed the estimated activation date?===
 
===What do I do if my ADSL1 application has passed the estimated activation date?===
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If the estimated activation date of your ADSL connection has passed, please contact the provisioning department and advise of the delay.
 
If the estimated activation date of your ADSL connection has passed, please contact the provisioning department and advise of the delay.
  
==ADSL 1 Rejection Reasons==
 
  
===My ADSL 1 application got rejected saying “XDSL product with another provider”===
 
  
It is very likely that you might have a fault codes on the line or your previous provider failed to remove the codes even if you never had ADSL with any provider. For fault codes, call your current line rental provider to remove. Then reapply again. For outstanding DSL product with another provider, you can either do the same by calling your current line provider to remove or you may simply submit a churn / transfer application.
 
  
 +
== Transfer/ Churn of ADSL1 services ==
  
  
=== My ADSL1 application is still being rejected even if I have an active phone line with Optus / AAPT===
+
=== What is Rapid Transfer or Churn of ADSL1 services?  ===
 +
  
It is very likely that your phone line provider might have connected your phone service via non-Telstra equipment or the telephone service you are using is not a standard PSTN copper line service. Contact your line provider and request to change the line to compatible Telstra Network equipment and it has to be a standard PSTN copper line service.
+
Transfer/Churn of an ADSL1 service means moving from one ADSL1 provider to another ADSL1 provider in the same infrastructure.  
 
 
== Rapid Transfer/ Churn ==
 
 
 
 
 
=== What is Rapid Transfer/Churn of ADSL1 services?  ===
 
 
  
Transferring a service is moving from one ADSL1 provider to another ADSL1 provider in the same infrastructure.
 
 
If an ADSL1 service moves over to OPTUS ADSL2 for example, this is not considered as a rapid transfer or churn as it is completely moving over to a different infrastructure.  
 
If an ADSL1 service moves over to OPTUS ADSL2 for example, this is not considered as a rapid transfer or churn as it is completely moving over to a different infrastructure.  
 
This explains why moving to ADSL2 has a different time frame to complete compared to an ADSL1 rapid transfer/churn.
 
This explains why moving to ADSL2 has a different time frame to complete compared to an ADSL1 rapid transfer/churn.
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=== I currently have ADSL1 with Telstra, will I be able to transfer this? ===
+
=== I currently have ADSL service with another ISP, Can I transfer this to Exetel? ===
 
   
 
   
Yes, you will need to submit a churn/transfer application through the Exetel website.You can find the application [https://www.exetel.com.au/order_service/residential_transfer_form.php here]
+
If you have  ADSL1 service with another ISP and need to transfer it over to Exetel, you will need to place a new order through the Exetel website. You can do this from [https://www.exetel.com.au/broadband/adsl here]
  
 +
Please note that your current provider may charge you for transferring away if you are in contract with them.
  
 +
===How do I place a transfer or churn order for ADSL?===
  
=== What should I do if I have transferred my ADSL1 service over from Telstra and still in the contract? ===
+
To place a transfer/churn order for ADSL, you need to fill the online order form [https://www.exetel.com.au/broadband/adsl here]
  
You need to wait until you are out of contract as your current provider may charge you for transferring away while you are in contract.
+
=== How long does it take to transfer or churn an ADSL1 connection to Exetel?===
  
 +
Transferring to ADSL1 with Exetel takes approximately four business days from the ordering date. You may nominate any date within 4 and 10 business days from the day you place the transfer/churn request. The connection with your current ISP needs to remain active until it's fully transferred to Exetel. Once the transfer is complete, it's always best that you contact your previous ISP to close the ADSL account with them.
  
  
=== I currently have an active ADSL1 service with another ISP. Can I churn / Transfer over to Exetel? ===
 
 
Yes, Exetel offer rapid transfer for ADSL1 from another provider who uses compatible Telstra network equipment.
 
  
 +
===What if I have submitted a new ADSL application instead of the application for churn?===
  
 +
If you have submitted a new application instead of a churn/transfer application, it will be evaluated during the system processing and identified there is existing programming on the line. Once they recognize the error they will advise us to resubmit a churn application on the following business day and notify the customer concurrently.
  
=== Can I churn to eXeTeL ADSL1 plan from my current ADSL2 plan with another ISP? ===
 
 
No. You will need to cancel your current ADSL2 service and reapply with an active telephone line under Telstra.
 
  
  
  
=== Would I be able to switch from ADSL2 AAPT/Powertel to ADSL1? ===
+
==Plan Changes==
 
Due to changes in supplier, it is not possible to downgrade your service. If you were with another provider for ADSL2, cancel the ADSL2 connection first and then apply for ADSL1.
 
  
  
 +
===How can I change my ADSL plan===
  
===How do I place a transfer/churn order for ADSL1?===
+
You may change your current ADSL plan over to one of the newly available plans through your Exetel Member's Facility;
  
You can find the online order for transfer/churn [https://www.exetel.com.au/order_service/residential_transfer_form.php here]
+
Go to '''Services & Usage''' >>  '''Manage'''  >> '''Change Plan''' section.
  
 +
===How long does it take to change the ADSL plans? ===
  
 +
ADSL plan change will come in to effect with your next billing cycle.
  
=== How long does it take to transfer/ churn an ADSL1 connection to Exetel?===
 
  
Transferring takes approximately four business days from the ordering date. You may nominate any date within 4 and 10 business days from the day you place the transfer/churn request. The connection with your current ISP needs to remain active until it's fully transferred to Exetel. Once the transfer is complete, it's always best that you contact your previous ISP to close the ADSL account with them.
 
  
 +
=== How much is the ADSL plan change fee?===
  
 +
Plan change fee will be displayed in the member’s facility.
  
===What if I have submitted a new ADSL application instead of the application for churn?===
 
  
The submitted new application will be evaluated during the system processing and identify there is an existing programming on the line. Once they recognize the error they will advise us to resubmit a churn application on the following business day and notify the customer concurrently.
 
  
==How do I connect to ADSL ?==
+
===Is there a downtime for my current internet connection when I change ADSL plan?===
  
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.  
+
There is no downtime for your current internet connection when you are doing a same carrier plan change as it is an automated process.
  
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 [http://forum.exetel.com.au/ click here], our Wiki contains some  modems, located [http://exewiki.exetel.com.au/index.php?title=ADSL_Modem_Setup_Guides 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. [http://www.exetel.com.au/agents_search.php Search for an agent].
 
  
If the 'Link' or 'ADSL' light is not steady, then it might not  be activated yet, or an issue might have developed. In this case (approximately  10% of all ADSL activations) you need to call Exetel and get the support  engineers to get the wholesale provider to confirm and fix the problem.
+
===Will I be on a new contract when I change my ADSL plan?===
  
==What should I do before  ADSL line is activated?==
+
Refer to the member’s facility to check if there is a new contract term.
  
  
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 – one for each item on the line that is not the ADSL modem.
 
  
* 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 there is a change in ADSL speed, when would it take place?===
* 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 [http://forum.exetel.com.au/ Exetel Forum], or on the Exetel Wiki, by [http://exewiki.exetel.com.au/index.php?title=ADSL_Modem_Setup_Guides 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 organisations  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.
 
  
== MODEM for ADSL 1 ==
+
Speed will change within 2-3 working days after the plan change effective date.
 
Please visit [[ADSL Modem and Configuration]] page for information on MODEM.
 
  
  
  
  
==How ADSL Billing Works==
+
==ADSL1 Relocation==
  
Please visit [[Billing - General Information]] page for common Billing questions and [[ADSL - Billing]] page for more specific information.
+
All relocation related information is available <strong>[[Relocation | here]]</strong>
  
== ADSL Policies ==
 
  
Please visit [[ADSL Policies]] for related information
 
  
==Changes Made to Telephone Line==
+
==IP address==
  
=== If I change the details of my telephone service such as ownership, will it affect on my ADSL connection? ===
 
 
Yes. Making any changes to the telephone line cause your ADSL program to be removed and the service to be disconnected.
 
  
 +
===Can I get a static IP address for my ADSL connection?===
  
 +
Yes, you can get a static IP address for your ADSL connection.
  
===What happens if changes are made to the telephone line?===
 
  
ADSL 1 connections will be lost due to ANY changes made to the telephone service. The method that Telstra actions on a telephony service is quite complex that generally make an ADSL service inactive. With all ADSL services there is coding on the telephone line that allows for a connection to be operational, if Telstra or your telephone provider makes any changes to a telephone line they would first "turn off" the phone service. Once a phone line is "turned off" the programming that allows for the ADSL connection to operate is wiped out and un-restorable. The only way for Exetel to restore the service is lodge a new application through the supplier, if such a case occurs or happens contact Exetel and inform the provisioning department if you wish to reactivate your service.
+
===Where can I change my IP address? ===
  
It important to understand that it is not Exetel responsibility or fault that such a case occurs but the owner of the telephone line or your telephone provider. Before any changes are made to your telephone line it would be best to contact our provisioning department.
+
You can change your IP address by logging into your Members Account and navigating to ;
  
Here are some examples that would cause the ADSL service to drop:
+
'''Services & Usage''' >>  '''Manage'''  >> '''IP Change''' section.
  
  
* Unpaid telephone bills
 
* Change of account holder on the telephone line
 
* Telephone line moved to another address, despite keeping the number this will not allow for the ADSL service to continue to work
 
* Changed of telephone number
 
* Change of Telephone carrier
 
  
  
[[Category:ADSL 1 - Telstra]]
+
[[Category:ADSL]]

Latest revision as of 06:13, 3 September 2018

ADSL > ADSL 1 Product Information


Summary: ADSL stands for Asymmetric Digital Subscriber Line, which is an internet connection that runs over the copper telephone line cables. An active fully working telephone line is required in order to obtain the ADSL1 service .


Contents

What are the differences between ADSL1 and ADSL2?

Apart from the obvious difference in speed, there are some other significant differences between the ADSL 1 and ADSL 2. Please visit From ADSL1 to ADSL 2 - What to Expect for more information.


ADSL1 Speed

What are the available speeds for ADSL1?

The available speeds for ADSL1 are:


1500 kbps Down/256 kbps

8192kbps Down/384 kbps

For more details on ADSL speeds and plans please visit https://www.exetel.com.au/broadband/adsl



What speeds can be expected on the ADSL1 8MB service?

Expected speed on the ADSL1 8MB service should be reaching 1200kbps as the minimum. This will vary depending solely on the distant from the exchange, quality of the copper, the copper length and age of the copper. Not all customers will be able to get the maximum theoretical 8192/384 ADSL1 line speed.


Does the ADSL1 speed depend on the distance from the exchange?

Distance from the exchange only matters for the 8192kbps/386kbps ADSL1 connections. All the other ADSL1 speeds are unaffected.


Is dial up connection quicker than the ADSL1 connection?

No, dial up connection is not quicker than ADSL1 connection.


Which service is faster, ADSL1 or ADSL2?

ADSL2 allows for a connection to achieve faster speeds, however there are limitations. For example if you are residing far away from the exchange this will make your speed slower. The only exception is that you should get at least 1500kbps/256kbps.

ADSL2 uses a high frequency and a more complex signal to obtain higher speeds than ADSL. This makes it much more sensitive to noise, crosstalk and attenuation on your phone line. Think of ADSL as being a truck and ADSL2 as a sports car – ADSL1 will be slower, but more reliable over time.


Applying for ADSL1

How do I check availability for ADSL?

To check ADSL availability please lodge an application by using https://www.exetel.com.au/broadband/adsl . If the service cannot be provided to you, you will be notified within 3 business days as soon as we get the confirmation from our supplier. If not we’ll proceed with the order to activate the service. In this scenario, you will be charged the hardware costs within 3 business days from the time you place the order.

Alternatively, you may contact our sales division to check for ADSL service availability.

What are the currently available ADSL plans?

You can apply for an ADSL and Telephone Bundled plan

  • For Bundle : If you currently do not have an active telephone line, you may activate it with us or transfer your existing telephone line.

Please visit https://www.exetel.com.au/broadband/adsl for plan details.

  • You can find more information on telephone here


What are the prerequisites to obtain the ADSL1 Service?

To obtain ADSL1 service your telephone exchange should be enabled with ADSL1 service .

To use ADSL1 service, you need to have an active phone line. If you don't have an active telephone line, Exetel can now activate both telephone and an ADSL based on the availability of the infrastructure at the local exchange.


How do I place an order for ADSL?

You can order Exetel's ADSL services by accessing our online order form here or you may place an order by contacting Exetel Sales on 0280301000 or 13 39 38

Do I require an account number from my telephone bill to apply for ADSL1?

When you are applying for ADSL1, account number is only needed if you port your telephone line over to Exetel. It is not needed for a new ADSL1 application.


Am I able to install two ADSL1 services on my telephone line?

No, you can't have two ADSL1 services on a single telephone line.


ADSL 1 Activation Process

What is the ADSL1 activation process?

ADSL1 activation process has 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:


Step 1 - Exetel submits your application to the carrier

Step 2 - Carrier administration confirms receipt of your application

Step 3 - Carrier administration asks carrier engineering to check for ADSL availability

Step 4 - The wholesale provider’s engineering then provides a planned activation date

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

If your application is rejected, please review the reason for rejection. If you require assistance understanding the rejection reason, please contact Exetel at provisioning[at]exetel[dot]com[dot]au

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


How can I check my ADSL application status?

To check ADSL application status, check on the Services & Usage page of the Exetel Member's Facility, once you receive the confirmation email.


How do I know when my ADSL1 service is ready?

You will be informed via email when your ADSL service is ready. Please make sure we have your latest email address on record. Alternately you can contact the provisioning department to confirm the activation.


What do I do if my ADSL1 application has passed the estimated activation date?

If the estimated activation date of your ADSL connection has passed, please contact the provisioning department and advise of the delay.



Transfer/ Churn of ADSL1 services

What is Rapid Transfer or Churn of ADSL1 services?

Transfer/Churn of an ADSL1 service means moving from one ADSL1 provider to another ADSL1 provider in the same infrastructure.

If an ADSL1 service moves over to OPTUS ADSL2 for example, this is not considered as a rapid transfer or churn as it is completely moving over to a different infrastructure. This explains why moving to ADSL2 has a different time frame to complete compared to an ADSL1 rapid transfer/churn.


I currently have ADSL service with another ISP, Can I transfer this to Exetel?

If you have ADSL1 service with another ISP and need to transfer it over to Exetel, you will need to place a new order through the Exetel website. You can do this from here

Please note that your current provider may charge you for transferring away if you are in contract with them.

How do I place a transfer or churn order for ADSL?

To place a transfer/churn order for ADSL, you need to fill the online order form here

How long does it take to transfer or churn an ADSL1 connection to Exetel?

Transferring to ADSL1 with Exetel takes approximately four business days from the ordering date. You may nominate any date within 4 and 10 business days from the day you place the transfer/churn request. The connection with your current ISP needs to remain active until it's fully transferred to Exetel. Once the transfer is complete, it's always best that you contact your previous ISP to close the ADSL account with them.


What if I have submitted a new ADSL application instead of the application for churn?

If you have submitted a new application instead of a churn/transfer application, it will be evaluated during the system processing and identified there is existing programming on the line. Once they recognize the error they will advise us to resubmit a churn application on the following business day and notify the customer concurrently.



Plan Changes

How can I change my ADSL plan

You may change your current ADSL plan over to one of the newly available plans through your Exetel Member's Facility;

Go to Services & Usage >> Manage >> Change Plan section.

How long does it take to change the ADSL plans?

ADSL plan change will come in to effect with your next billing cycle.


How much is the ADSL plan change fee?

Plan change fee will be displayed in the member’s facility.


Is there a downtime for my current internet connection when I change ADSL plan?

There is no downtime for your current internet connection when you are doing a same carrier plan change as it is an automated process.


Will I be on a new contract when I change my ADSL plan?

Refer to the member’s facility to check if there is a new contract term.


If there is a change in ADSL speed, when would it take place?

Speed will change within 2-3 working days after the plan change effective date.



ADSL1 Relocation

All relocation related information is available here


IP address

Can I get a static IP address for my ADSL connection?

Yes, you can get a static IP address for your ADSL connection.


Where can I change my IP address?

You can change your IP address by logging into your Members Account and navigating to ;

Services & Usage >> Manage >> IP Change section.