Difference between revisions of "ADSL2 AAPT - Sales Information"

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==Description==
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==About ADSL2==
  
  
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To obtain maximum ADSL2+ speeds customers must use an ADSL2+ supported MODEM and have filters installed. The actual speeds will depend on, distance from the local telephone exchange, internet traffic and the quality of the customer’s telephone copper line.
 
To obtain maximum ADSL2+ speeds customers must use an ADSL2+ supported MODEM and have filters installed. The actual speeds will depend on, distance from the local telephone exchange, internet traffic and the quality of the customer’s telephone copper line.
  
==ADSL1 vs ADSL2==
 
  
  
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==AAPT ADSL2 Speed==
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== Applying for AAPT ADSL2 ==
  
  
===What speeds can be expected from AAPT ADSL2?===
 
  
The speeds are varying depending solely on the distance from the exchange, quality of the copper, the copper length and age of the copper line. All the customers will not be able to get the maximum theoretical 24000/1100kbps ADSL2 line speed. Speeds should be reaching around 1200kbps as the minimum and up to 18000/1000kbps leaving for over headers.
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===How do I check ADSL2 AAPT availability ?===
  
 +
To check ADSL2 service availability with AAPT, please visit https://www.exetel.com.au/adsl2_aapt/residential_online_qualify.php .
  
  
===What is my expected speed if I am currently located 3KMs away from the exchange?===
 
  
Exetel unable to guarantee any speed, but your connection get at least a speed of 1500kbps/256kbps.
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===What are the currently available ADSL2 plans via AAPT?===
  
 +
You can find currently available ADSL2 plans with AAPT from http://www.exetel.com.au/a_plan_pricing_aapt.php .
  
  
===Are P2P speeds guaranteed?===
 
  
No, as this is a third party application eXeTeL holds no control over on what speeds you would be achieving.
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===What are the prerequisites to obtain an ADSL2 Service via AAPT?===
  
 +
To obtain ADSL2 service via AAPT, you need an active telephone connection under Telstra infrastructure. The local exchange should be upgraded to ADSL2 with AAPT infrastructure as well.   
  
  
===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.
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===How do I place an order for ADSL2 via AAPT?===
  
 +
To place an order for ADSL2 service via AAPT please submit an application via https://www.exetel.com.au/adsl2_aapt/adsl_form.php . You may either select to transfer your current telephone service (PSTN) over to Exetel or not.
  
  
===What are the factors avoiding the maximum ADSL2 speed?===
 
  
* Distant from the exchange
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===Can you upgrade the equipment to provide ADSL2 service for the users who are located far away from the exchange?===
* Quality of the copper
 
* Electrical interference from other sources (electric motors, fences, air conditioning units, alarm systems)
 
* Age of the copper line
 
  
== Applying for AAPT ADSL2 ==
+
Exetel has limited ownership to work out this as Telstra is fully responsible of this part of the equipment and also it is not very flexible to implement this change due to the high cost.
  
  
===How do I check ADSL2 AAPT availability ?===
 
  
Visit https://www.exetel.com.au/adsl2_aapt/residential_online_qualify.php to check AAPT ADSL2 service availability.
+
===Do I require an account number from my telephone provider to apply for ADSL2 via AAPT? ===
  
  
 +
If you are applying for a stand alone ADSL2 connection via AAPT, you do not need your account number from your current telephone provider.
  
===What are the currently available ADSL2 plans via AAPT?===
+
If you are transferring your telephone service to Exetel, you need to submit your account number from your current telephone provider.
  
Please visit http://www.exetel.com.au/a_plan_pricing_aapt.php for new plan details.
 
  
===What are the prerequisites to obtain an ADSL2 Service via AAPT?===
 
  
You need an an active telephone connection under Telstra infrastructure. The local exchange should be upgraded to ADSL2 with AAPT infrastructure as well.   
 
  
 +
==ADSL2 Activation Process==
  
  
===How do I place an order for ADSL2 via AAPT?===
+
===What is the activation process for ADSL2 service from AAPT?===
  
Please submit an application via https://www.exetel.com.au/adsl2_aapt/adsl_form.php . You may either select to transfer your current telephone service (PSTN) over to Exetel or not.
 
  
  
 +
===How can I check my ADSL2 AAPT application status?===
  
===I am currently on a sub-exchange, am I still able to get the ADSL2 connection?===
 
  
No, it is not possible to apply for an ADSL2 service as sub-exchanges are not compatible to be serviced with an ADSL2 service.
+
To check ADSL2 application status, check on the [http://www.exetel.com.au/a_application_status.php Application Status page] of Exetel web site, once you receive the confirmation email.  
  
  
  
===Can you upgrade the equipments to provide ADSL2 service for the users who are located far away from the exchange?===
+
===How long does it take to activate an ADSL2 connection via AAPT?===
  
Exetel has limited ownership to work out this as Telstra fully responsible of this part of the equipment and also it is not very flexible to implement this change due to the high cost.
+
To activate an ADSL2 connection via AAPT, it takes approximately 5 - 7 business days.
  
  
  
=== Does having a complex service affect me getting ADSL2? ===
+
===How do I know when my ADSL2 service is ready?===
 
Yes it does. You may contact your current telephone service provider to get the complex services removed and then apply for the ADSL2 service. Once the service is connected, you may check with your telephone service provider to reinstate the complex service.
 
  
 +
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.
  
 
===Can I apply for VoIP service while applying for the ADSL2 connection?===
 
 
No you cannot apply for VoIP at the same time you purchase ADSL2. Once you activate the ADSL connection you can order VoIP via the Members Facility area. ADSL2 connection has enough bandwidth to support the minimum requirement for VoIP, which is 512kbps.
 
  
  
 +
===What do I do if my ADSL2 application has passed the estimated activation date?===
  
=== Can I use the email to fax facility after purchasing the ADSL2 service? ===
+
If the estimated activation date of your ADSL connection has passed, please contact the provisioning department and advise of the delay.
 
Yes, you can apply for the email to fax facility via the Exetel Members Facility area, after purchasing the ADSL2 service.
 
  
==ADSL2 Activation Process==
 
  
  
===What happens once order is placed?===
 
 
===How can I check my ADSL2 AAPT 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.
 
http://www.exetel.com.au/a_application_status.php
 
  
 +
==ADSL2 AAPT Rejection Reasons==
  
  
===How long does it take to activate an ADSL2 connection?===
+
===What are the common rejection reasons for ADSL2 applications via AAPT?===
  
It takes approximately 5 - 7 business days.
+
The most common rejection reasons for ADSL2 applications via AAPT are listed below.
  
 +
'''Complex services (SSS incompatibility)'''
  
  
===How do I know when my service is ready?===
+
ADSL application via AAPT is rejected for complex services (SSS incompatibility) because of the following reasons:
 
 
You will be informed via email. 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 ADSL2 application has passed the estimated activation date?===
 
 
 
Contact the provisioning department and inquire about the delay.
 
 
 
==ADSL2 AAPT Rejection Reasons==
 
 
 
===I have been rejected for complex services (SSS incompatibility)===
 
 
 
This is almost always caused by one of the following reasons:
 
  
 
* An active ADSL service or ADSL CODES are present on the line at the time of submission. This must be CANCELED or else our suppliers will reject the order.
 
* An active ADSL service or ADSL CODES are present on the line at the time of submission. This must be CANCELED or else our suppliers will reject the order.
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===My application was rejected due to "Exchange not available"===
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'''Exchange not available'''
 +
 
  
 
Order has been rejected because Powertel /AAPT equipments are not residing at that exchange to provide the service. So that, we are unable to provide an ETA.
 
Order has been rejected because Powertel /AAPT equipments are not residing at that exchange to provide the service. So that, we are unable to provide an ETA.
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===No ports reserved on exchange===
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'''No ports reserved on exchange'''
  
 
The order can be rejected if there are no ports available in the exchange and because of this reason we are unable to provide any ETA.
 
The order can be rejected if there are no ports available in the exchange and because of this reason we are unable to provide any ETA.
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===Transfer not available from the service provider===
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'''Transfer not available from the service provider'''
  
 
The current ADSL1 provider is not a SSS participant (ADSL2 use special transfer technology called SSS to transfer ADSL service from one provider to another). Both suppliers need to support the same technology.
 
The current ADSL1 provider is not a SSS participant (ADSL2 use special transfer technology called SSS to transfer ADSL service from one provider to another). Both suppliers need to support the same technology.
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===Inactive or None – Telstra service===
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'''Inactive or None – Telstra service'''
  
 
The reason for the rejection could be that the number isn't activated or it’s not connected to a Telstra network.
 
The reason for the rejection could be that the number isn't activated or it’s not connected to a Telstra network.
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===Service number/ Address mismatch===
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'''Service number/ Address mismatch'''
  
 
The order can bee rejected due to incorrect telephone number or address provided in the customer application.  
 
The order can bee rejected due to incorrect telephone number or address provided in the customer application.  
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The best solution for this is  contact the customer line rental provider and update the correct address in their system. Then resubmit the application with correct contact information.
 
The best solution for this is  contact the customer line rental provider and update the correct address in their system. Then resubmit the application with correct contact information.
  
== Rapid Transfer/ Churn ==
 
  
  
=== What is Rapid Transfer/Churn?  ===
+
==Transfer/Churn of ADSL2 services to Exetel with AAPT==
 
  
This is the process of transferring a service when you are moving from one ADSL2 provider to another ADSL2 provider while using the same supplier. With the ADSL2 AAPT/Powertel services the current provider needs to be a SSS participant in order to transfer over to Exetel.
 
  
 +
===What is the SSS transfer of ADSL2 services through AAPT?===
 +
 +
SSS transfer of ADSL2 services through AAPT is the process of transferring a service when you are moving from one ADSL2 provider to another ADSL2 provider while using any different supplier. With the ADSL2 AAPT/Powertel services the current provider needs to be an SSS participant in order to transfer over to Exetel.
 +
  
  
 +
===How do I know if my current ADSL service provider is an SSS participant?===
  
=== Should I disconnect my current ADSL2 service if my current ADSL provider is not listed in the order form? ===
+
To find if your current ADSL service provider is an SSS participant, see the list of SSS participant providers in the order form.
  
==Connection to 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.
+
   
 +
===Should I disconnect my current ADSL2 service if my current ADSL provider is not listed as an SSS participant in the order form? ===
  
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.
+
Yes, you need to check with your current provider and if they are not supporting to SSS transfer then you should terminate ADSL service with the current provider prior to submit a new application with exetel.
 
+
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.
 
  
  
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===What is the activation period for a SSS transfer to an ADSL connection via AAPT ? ===
  
 +
The activation period for a SSS transfer to an ADSL connection via AAPT is between 5 to 7 working days
 +
  
  
==Things to Consider Before Your Line is Activated==
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===Can a phone line be activated with the AAPT ADSL plans when transferring?===
  
 +
No, you can not activate a phone line with AAPT when transferring. An active phone line is requested in order to submit an order .
  
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 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 ADSL2 ==
 
 
   
 
   
Please visit [[ADSL Modem and Configuration]] page for information on MODEM.
 
 
==How Billing Works==
 
 
Please visit [[Billing - General Information]] page for common Billing questions and [[ADSL - Billing]] page for more specific information.
 
 
 
 
 
== Policies ==
 
  
 +
===Can a phone service be bundled with the AAPT ADSL plans?===
  
=== Is there any SLA for ADSL2? ===
+
Yes , the phone service can be bundled with AAPT ADSL plans
 
No. There is no SLA (Service Level Agreement) on ADSL2 services as they are residential grade services.
 
  
  
  
=== Is there any SLA if I apply for ADSL2 under a business name? ===
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==Plan Changes (AAPT to AAPT) ==
 
No. Even though it is registered under a business, the actual connection itself is still a residential grade service.
 
  
  
 +
===How can I change my ADSL plan with AAPT?===
  
===What is the contract period for ADSL2?===
+
You may change your current ADSL plan over to one of the newly available plans through your member’s facility.
  
Generally this is 12 months but this change time to time. However this may vary depending on your plan. You can find this in the order form.
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Go to '''Manage services''' >> '''ADSL/Fiber'''  >> '''Change service''' section.
  
  
  
===What are the terms and conditions for ADSL2 service?===
+
===How long does it take to change the ADSL2 plans?===
  
Visit  http://www.exetel.com.au/adsl2_terms_no_telephone.php  to learn about ADSL2 Terms and Conditions.  
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ADSL plan change will come in to effect with your next billing cycle.
  
  
  
===What is the acceptable use policy for ADSL2 service?===  
+
=== How much is the ADSL2 plan change fee?===
  
Visit  http://www.exetel.com.au/a_acceptable_use_adsl2.php  to learn about ADSL2 Acceptable Use policy.
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Plan change fee will be displayed in the member’s facility. This fee will change from time to time.
  
  
  
=== Can I share the Internet for ADSL2? ===
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===Is there a downtime for my current internet connection when I change my ADSL2 plan?===
 
Yes, you can share the Internet. But you need to network the multiple PCs by yourself.
 
  
 +
There is no downtime for your current internet connection when you are doing a same carrier plan change as it is an automated process.
  
  
=== Is there a cooling off period for ADSL2 service? ===
 
 
No, there is no cooling off period. 
 
  
 +
===Will I be on a new contract when I change my ADSL plan?===
  
===If I change the details of my telephone service such as ownership, will it affect on my ADSL connection?===
+
Yes. There will be a new contract, whenever you change the plan
  
Yes. Making any changes to the telephone line can result in a disconnection of your ADSL service.
 
  
  
===What will happen if I do not pay my telephone bill on time?===
+
===If there is a change in ADSL speed, when would it take place?===
 
 
If you do not pay the telephone bill on time, the telephone connection could be disconnected, which will result in a disconnection of your ADSL service attached to the telephone line. This is due to, an active phone line is required to keep the ADSL service active. 
 
 
 
  
 +
Speed will change within 2-3 working days after the plan change effective date.
  
  
  
  
 +
==ADSL2 AAPT Relocation==
  
 +
All relocation related information is available <strong>[[Relocation | here]]</strong>
  
 
[[Category:ADSL 2 - AAPT]]
 
[[Category:ADSL 2 - AAPT]]

Latest revision as of 01:31, 10 October 2013

ADSL > ADSL 2 - AAPT > Sales Information


Contents

About ADSL2

What is ADSL2+?

ADSL2+ is a faster DSL service technology. The ADSL2+ is much faster than normal ADSL1 service. The ADSL1 broadband download speeds are between 256kbps and the maximum theoretical speed of 8Mbps. ADSL2+ download speed between 1.5Mbps and the maximum theoretical speed of 24Mbps. ADSL2+ will allow you to enjoy large file downloads, VoIP phone service, online gaming as well as Streaming TV and radios.

To obtain maximum ADSL2+ speeds customers must use an ADSL2+ supported MODEM and have filters installed. The actual speeds will depend on, distance from the local telephone exchange, internet traffic and the quality of the customer’s telephone copper line.


What are the differences between ADSL1 and ADSL2?

Apart from the obvious difference in speed, there are some other significant differences between the ADSL1 and ADSL2. Please visit From ADSL1 to ADSL 2 - What to Expect for more information.


Applying for AAPT ADSL2

How do I check ADSL2 AAPT availability ?

To check ADSL2 service availability with AAPT, please visit https://www.exetel.com.au/adsl2_aapt/residential_online_qualify.php .


What are the currently available ADSL2 plans via AAPT?

You can find currently available ADSL2 plans with AAPT from http://www.exetel.com.au/a_plan_pricing_aapt.php .


What are the prerequisites to obtain an ADSL2 Service via AAPT?

To obtain ADSL2 service via AAPT, you need an active telephone connection under Telstra infrastructure. The local exchange should be upgraded to ADSL2 with AAPT infrastructure as well.


How do I place an order for ADSL2 via AAPT?

To place an order for ADSL2 service via AAPT please submit an application via https://www.exetel.com.au/adsl2_aapt/adsl_form.php . You may either select to transfer your current telephone service (PSTN) over to Exetel or not.


Can you upgrade the equipment to provide ADSL2 service for the users who are located far away from the exchange?

Exetel has limited ownership to work out this as Telstra is fully responsible of this part of the equipment and also it is not very flexible to implement this change due to the high cost.


Do I require an account number from my telephone provider to apply for ADSL2 via AAPT?

If you are applying for a stand alone ADSL2 connection via AAPT, you do not need your account number from your current telephone provider.

If you are transferring your telephone service to Exetel, you need to submit your account number from your current telephone provider.



ADSL2 Activation Process

What is the activation process for ADSL2 service from AAPT?

How can I check my ADSL2 AAPT application status?

To check ADSL2 application status, check on the Application Status page of Exetel web site, once you receive the confirmation email.


How long does it take to activate an ADSL2 connection via AAPT?

To activate an ADSL2 connection via AAPT, it takes approximately 5 - 7 business days.


How do I know when my ADSL2 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 ADSL2 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.



ADSL2 AAPT Rejection Reasons

What are the common rejection reasons for ADSL2 applications via AAPT?

The most common rejection reasons for ADSL2 applications via AAPT are listed below.

Complex services (SSS incompatibility)


ADSL application via AAPT is rejected for complex services (SSS incompatibility) because of the following reasons:

  • An active ADSL service or ADSL CODES are present on the line at the time of submission. This must be CANCELED or else our suppliers will reject the order.
  • There are telephony complex services on the line. (e.g.: line hunt, secondary numbers, fax stream duet, rotary function…etc)
  • Your telephone line rental provider is using their own equipment instead of Telstra equipment. You must either move to Telstra equipment or you may have to port over to Telstra equipment.


Exchange not available


Order has been rejected because Powertel /AAPT equipments are not residing at that exchange to provide the service. So that, we are unable to provide an ETA.


No ports reserved on exchange

The order can be rejected if there are no ports available in the exchange and because of this reason we are unable to provide any ETA.


Transfer not available from the service provider

The current ADSL1 provider is not a SSS participant (ADSL2 use special transfer technology called SSS to transfer ADSL service from one provider to another). Both suppliers need to support the same technology.

In this case you may need to cancel the current service and place a new order via the Exetel web site once it is completely canceled.


Inactive or None – Telstra service

The reason for the rejection could be that the number isn't activated or it’s not connected to a Telstra network.

Best solution for this is to contact the line rental provider and make sure that the line is active and it is updated properly. Furthermore need to confirm that the line is connected to the Telstra network.



Service number/ Address mismatch

The order can bee rejected due to incorrect telephone number or address provided in the customer application.

The best solution for this is contact the customer line rental provider and update the correct address in their system. Then resubmit the application with correct contact information.


Transfer/Churn of ADSL2 services to Exetel with AAPT

What is the SSS transfer of ADSL2 services through AAPT?

SSS transfer of ADSL2 services through AAPT is the process of transferring a service when you are moving from one ADSL2 provider to another ADSL2 provider while using any different supplier. With the ADSL2 AAPT/Powertel services the current provider needs to be an SSS participant in order to transfer over to Exetel.


How do I know if my current ADSL service provider is an SSS participant?

To find if your current ADSL service provider is an SSS participant, see the list of SSS participant providers in the order form.


Should I disconnect my current ADSL2 service if my current ADSL provider is not listed as an SSS participant in the order form?

Yes, you need to check with your current provider and if they are not supporting to SSS transfer then you should terminate ADSL service with the current provider prior to submit a new application with exetel.


What is the activation period for a SSS transfer to an ADSL connection via AAPT ?

The activation period for a SSS transfer to an ADSL connection via AAPT is between 5 to 7 working days


Can a phone line be activated with the AAPT ADSL plans when transferring?

No, you can not activate a phone line with AAPT when transferring. An active phone line is requested in order to submit an order .


Can a phone service be bundled with the AAPT ADSL plans?

Yes , the phone service can be bundled with AAPT ADSL plans


Plan Changes (AAPT to AAPT)

How can I change my ADSL plan with AAPT?

You may change your current ADSL plan over to one of the newly available plans through your member’s facility.

Go to Manage services >> ADSL/Fiber >> Change service section.


How long does it take to change the ADSL2 plans?

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


How much is the ADSL2 plan change fee?

Plan change fee will be displayed in the member’s facility. This fee will change from time to time.


Is there a downtime for my current internet connection when I change my ADSL2 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?

Yes. There will be a new contract, whenever you change the plan


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.



ADSL2 AAPT Relocation

All relocation related information is available here