Difference between revisions of "Fibre - NBN Sales Information"

From ExeWiki
Jump to: navigation, search
(What changes will be made to the property before going ahead with the order? I live in a rented property, so do I need to seek permission from the owner/landlord before these changes?)
(Can I use Fibre services without a PSTN service (Naked Fibre service)?)
Line 132: Line 132:
  
  
 
=== Can I use Fibre services without a PSTN service (Naked Fibre service)? ===
 
 
If you are using '''Telstra''' infrastructure, you need a PSTN in order to validate qualification. If you are using NBN or Opticomm, you do not need a PSTN service.
 
  
 
=== Do I need a PSTN service initially to have your fibre services? ===
 
=== Do I need a PSTN service initially to have your fibre services? ===

Revision as of 10:28, 27 September 2011

Fibre Broadband > Fibre - NBN Sales Information


Contents

Availability

How do I know if I can receive a Fibre service from Exetel?

The application form will have a qualification tool to confirm your postcode and address where fibre access points are located around estates nationwide.

Visit http://www.exetel.com.au/residential-fibre-tas-sq.php for availability check.

Prerequisites

What are the prerequisites to obtain fibre services via NBN Co?

There needs to be fibre laid to the residence.


Is an active telephone line required to sign up?

An active telephone line is not required to sign for this service.

Plan Details

What are the available speeds for Fibre?

Speeds achieved on Fibre can be as high as 100Mbps download, up to 40Mbps upload. Naturally speeds can vary depending on accessing files locally or internationally.

  • Maximum speeds: 12Mbps Down/1 Mbps Up
  • Maximum speeds: 25Mbps Down/5 Mbps Up
  • Maximum speeds: 25Mbps Down/10 Mbps Up
  • Maximum speeds: 50Mbps Down/20 Mbps Up
  • Maximum speeds: 100Mbps Down/40 Mbps Up

What are the currently available plans?

Please visit http://www.exetel.com.au/residential-fibre-pricing-mainland.php for currently available plans.

Activation Times

How long does it take to activate a Fibre connection via NBN?

How to apply for Fibre Broadband

Applying for Optic Fibre service (NBN)

Visit https://www.exetel.com.au/order_fibre/res_fibre_form.php to view the application.

Plan change / Relocation / Churn

Can I Relocate my Fibre Broadband connection?

As this has been recently introduced there is currently no relocation process, however this is due to change in the future. If you wish to relocate your service, you may have to cancel the existing connection and sign up as a new customer at the new address, provided that the residence is Fibre ready.


Can I Churn/transfer my Fibre Connection?

At this stage there is no churn or transfer process, this may change in the near future.


How can I change my plan?

You will be able to change the plan via Member Facilities area in the near future. At the moment our provisioning staff handling changing plans for Fibre service. Email provisioning@exetel.com.au if you need any assistance and within three business days they will reply.

MODEM, Media Converter and other equipments for Fibre

What are the equipments supplied by eXeTeL and what is the cost?

Our suppliers provide the necessary equipments in order to access the Fibre network. Currently the installation charge is a once off $100.

I have more than two computers at home and need to share Internet simultaneously. Can I do this with a standard Fibre MODEM comes with the service?

The Optical Network Terminal (ONT) located within the property by default can have up to four Ethernet ports to use for connectivity. If you cannot connect all devices directly to the unit, you can connect a wireless/LAN router to the ONT to perform this task. The wireless unit has to be purchased.

What are the equipments required for an active Fibre service?

Customer does not need any equipment except a direct connection to the Internet. The ONT (Optical Network Terminal) provided has an Ethernet Port to directly connect to the Internet. To manage their Internal network, a customer will need to source a router that has both a WAN and LAN port(s). ADSL2 MODEM/Routers will not work for the purpose of connecting more than one PC through to the ONT.

Policies

Is there any Service Level Agreement (SLA) in place?

The services are provided on a 'best effort' basis with respect to up time and provisioning. If a service is faulty or activation lead time has passed normal parameters we will endeavour to solve the problems as quickly as possible.


How long is the Contract period?

This depending on the type of plan that eXeTeL provides, so that there are different contract periods.


                                                                                                                                                              • 8

Is there any additional wiring work required?

Your home has been cabled in accordance with PTC 106 and the jack points have been installed either to your requirements as the builder or to the developer's specs during construction. If you would like additional outlets installed in your property, any certified structured cabling technician should be able to do the work for you.


Can I still use Dial-Up Internet?

No. Your old analogue MODEM will not operate in your Fibre connected home.


What changes will be made to the property before going ahead with the order? I live in a rented property, so do I need to seek permission from the owner/landlord before these changes?

Yes, ONT will need to be installed inside the premises. If the Telstra technician found more than TWO DISTINCT telephone services then the ONT will be installed outside and a socket installed on the inside.

If you have rented the property, as per norm you will need permission from the landlord.

PSTN Service

Can I still use my existing PSTN with the Residential Fibre plans?

It is physically possible to use the existing PSTN service continuously with Fibre as they are connected of different mediums. If both are available at your place of residence, it is possible for example to have Telephone on PSTN and Data on Fibre or vice versa.


Do I need a PSTN service initially to have your fibre services?

You will need a PSTN service for the Telstra Fibre services but not for the Opticomm/NBN Tas, as an address qualification will be done.


My telephone has no dial tone and Internet does not work. What should I do?

Make sure the Telephone line is fully working as it is essential for proper functioning of the Fibre connection if you are using Telstra infrastructure. So that, contact the Telephone provider to check the land line.


How the changes made to the telephone line affect on the Fibre service?

For Telstra:

Optic Fibre 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 Optic Fibre (Telstra) service inactive. With all Optic Fibre 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 Optic Fibre 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 cases occurs or happens contact eXeTeL and inform the Provisioning department. 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. Here are some examples that would cause the Optic Fibre service to drop:

  • 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 working
  • Change of telephone number
  • Change of Telephone carrier


For NBN and Opticomm

Unlike the Fibre service provided by Telstra, any changes made to the telephone would not affect the Opticomm or NBN Fibre service.