Difference between revisions of "Fibre - NBN Sales Information"

From ExeWiki
Jump to: navigation, search
(→‎Description)
 
(48 intermediate revisions by the same user not shown)
Line 4: Line 4:
  
  
−
=== How do I know if I can receive a Fibre service from Exetel? ===
+
=== How do I check Fibre Broadband availability via NBN? ===
  
−
The application form will have a qualification tool to confirm your postcode and address where fibre access points are located around estates nationwide.
+
The Fibre Broadband (NBN) 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-availability-point-cook.php for Point Cook.
+
Visit http://www.exetel.com.au/residential-fibre-tas-sq.php for availability check.
  
−
Visit http://www.exetel.com.au/residential-fibre-opticomm-sq.php for NSW/ VIC.
 
  
  
−
===Where do we run the service qualification check?===
+
==Prerequisites==
  
−
Opticomm and NBNTas have automated qualification check. There is a list of streets and maps for the given estates/suburbs that are 'lit'. Opticomm is on the website.
 
  
−
Telstra Fibre uses the existing DSL LOLO qualification tool to ‘qualify’ address. This is done in the back end, but we have a list of streets customers in Point Cook should be aware of. This also on the website.
+
===What are the prerequisites to obtain fibre broadband services via NBN?===
  
 +
In order to obtain Fibre Broadband services via NBN, there needs to be fibre laid to the residence.
  
−
===Qualifying for Optic Fibre===
 
  
−
Currently Optic Fibre is only covered in the Tasmania region, an active phone is not required to apply for Fibre through NBN. To check if Optic Fibre through NBN is available in your area refer to the following link http://exetel.com.au/residential-fibre-tas-sq.php
 
  
−
==Prerequisites==
+
===Is an active telephone line required to sign up for Fibre Broadband via NBN?===
  
 +
An active telephone line is not required to sign for Fibre Broadband service via NBN.
  
 
==Plan Details==
 
==Plan Details==
  
−
=== What are the available speeds for Fibre? ===
+
=== What are the available speeds for Fibre Broadband through NBN? ===
 
   
 
   
  
−
Speeds achieved on Fibre can be as high as 100Mbps download, up to 8Mbps upload. Naturally speeds can vary depending on accessing files locally or internationally.
+
Speeds achieved on Fibre services via NBN 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
  
−
* 25mbps/2mbps
 
−
* 50mbps/4mbps
 
−
* 100mbps/8mbps
 
  
−
==Activation Times==
 
  
 +
===What are the currently available Fibre Broadband plans via NBN?===
  
−
==How to apply for Fibre Broadband==
 
  
−
===Applying for Optic Fibre service (NBN)===
+
To find details about currently available  Fibre Broadband plans via NBN please visit http://www.exetel.com.au/residential-fibre-pricing-mainland.php .
  
−
Visit https://www.exetel.com.au/res_fibre/res_fibre_tas_form.php to view the application.
+
==Activation Times==
  
−
==Plan change / Relocation / Churn==
 
  
−
=== Relocation ===
+
===How long does it take to activate a Fibre Broadband connection via NBN?===
  
 +
If ONT is installed, it would take 2 business days to activate Fibre Broadband connection via NBN.
  
−
As this is a Trial period there is currently no relocation process, however this is due to change in the future.
+
If there is no ONT installed, the customer will be contacted and the ONT would need to be installed. Therefore the  activation time depends on the completion of the work at the premises.
  
  
  
−
=== Churn/transfer ===
+
==How to apply for Fibre Broadband==
−
 
  
−
At this stage there is no churn or transfer process as this is a trial run, this may change in the near future.
 
  
 +
===How do I place an order for Fibre Broadband service via NBN? ===
  
−
=== How can I change my plan? ===
+
You can order Fibre Broadband service via NBN from - https://www.exetel.com.au/order_fibre/res_fibre_form.php .
−
 
  
−
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.
 
  
  
 +
===What is the activation process for Fibre Broadband service via NBN?===
  
−
=== Is it possible to relocate my new Fibre service? ===
+
Please visit [[Fibre Provisioning#What happens after I submit my application?|Fibre Provisioning]] page to find the activation process for Fibre Broadband service via NBN.
−
 
  
−
You need to cancel the service and switch to a new connection before moving from one provider to another, but as this service still in the trial status we have not defined such a relocation process yet.
 
  
 +
==Plan Changes via NBN Fibre==
  
  
−
=== How long does it take to transfer the Internet service from another provider to eXeTeL Fibre service? ===
+
===How can I change my fibre broadband plan?===
−
 
  
−
It will take one business day for the special eXeTeL process to transfer the existing Internet connection from the current provider to eXeTeL and migrate your ADSL service to Fibre.  
+
Now you can change over to one of the newly available fibre broadband plans through your member’s facility.
  
 +
Go to '''Manage services''' >> '''ADSL/Fiber''' >> Change service section.
  
  
−
=== What will happen to my existing Telephone service (on a copper telephone line) when the Fibre is activated? ===
 
−
 
  
−
The copper telephone line will be disconnected and your phone service will be transferred over to the new Fibre.
+
===How long does it take to change fibre broadband plans?===
  
 +
Fibre broadband plan change will come in to effect with your next billing cycle.
  
  
−
=== Will there be any down time for transferring my telephone line from copper to Fibre? ===
 
−
 
  
−
Yes, there is an expected down time and it could vary from 2 minutes to 24 hours.
+
===How much is the plan change fee for fibre broadband?===
  
 +
Plan change fee will be displayed in the member’s facility. This fee will change from time to time.
  
  
−
=== Will my telephone number change? ===
 
−
 
  
−
No, your telephone number will not change.
+
===Is there a downtime for my current internet connection when I change my fibre broadband plan?===
  
−
== MODEM, Media Converter and other  equipments for Fibre ==
+
There is no downtime for fibre broadband plan changes as it will be an automated process.
  
  
−
=== 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. There was no cost before the 30th of June this year, however the install cost will be a once off $100 after this date for Telstra, $150 for Opticomm and NBN Tasmania. NBN Tasmania may be higher if the ‘build drop’ is not in place.
+
===Will I be on a new contract when I change my fibre broadband plan?===
  
 +
Yes. There will be a new contract, whenever you change the plan
  
  
−
=== 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.
 
  
 +
===If there is a change in fibre broadband speed, when would it take place?===
  
 +
Speed will change within 2-3 working days after the plan change effective date.
  
−
=== 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.
+
==Relocation / Churn==
  
−
<ul>
 
−
<li> Telephone service </li>
 
−
<li> ONT - Optical Network Terminal which will be installed by a technician after you place an order. </li>
 
−
<li> Ethernet Router </li>
 
−
</ul>
 
  
−
==Policies==
+
===Can I Relocate my Fibre Broadband connection?===
  
−
=== Is there any Service Level Agreement (SLA) in place? ===
 
  
−
+
As Fibre Broadband service via NBN 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 .
−
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?===
+
===Can I Churn/transfer my Fibre Connection?===
 +
  
−
This depending on the type of plan that eXeTeL provides, so that there are different contract periods.  
+
At this stage there is no churn or transfer process for Fibre Broadband services with NBN.
  
  
−
*******************************************************************************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.
+
==Policies==
  
 +
=== Is there any Service Level Agreement (SLA) for Fibre Broadband services? ===
  
−
 
−
=== 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 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.
 
−
 
−
 
−
 
−
=== 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.
+
Fibre Broadband 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.
  
−
=== 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.
 
  
 +
===How long is the contract period for Fibre Broadband services via NBN?===
  
−
 
+
Fibre Broadband contract period depends on the type of plan that Exetel provides, so there are different contract periods.  
−
=== 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.
 
 
[[Category:Fibre Broadband]]
 
[[Category:Fibre Broadband]]

Latest revision as of 09:40, 29 November 2012

Fibre Broadband > Fibre - NBN Sales Information


Availability

How do I check Fibre Broadband availability via NBN?

The Fibre Broadband (NBN) 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 broadband services via NBN?

In order to obtain Fibre Broadband services via NBN, there needs to be fibre laid to the residence.


Is an active telephone line required to sign up for Fibre Broadband via NBN?

An active telephone line is not required to sign for Fibre Broadband service via NBN.

Plan Details

What are the available speeds for Fibre Broadband through NBN?

Speeds achieved on Fibre services via NBN 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 Fibre Broadband plans via NBN?

To find details about currently available Fibre Broadband plans via NBN please visit http://www.exetel.com.au/residential-fibre-pricing-mainland.php .

Activation Times

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

If ONT is installed, it would take 2 business days to activate Fibre Broadband connection via NBN.

If there is no ONT installed, the customer will be contacted and the ONT would need to be installed. Therefore the activation time depends on the completion of the work at the premises.


How to apply for Fibre Broadband

How do I place an order for Fibre Broadband service via NBN?

You can order Fibre Broadband service via NBN from - https://www.exetel.com.au/order_fibre/res_fibre_form.php .


What is the activation process for Fibre Broadband service via NBN?

Please visit Fibre Provisioning page to find the activation process for Fibre Broadband service via NBN.


Plan Changes via NBN Fibre

How can I change my fibre broadband plan?

Now you can change over to one of the newly available fibre broadband plans through your member’s facility.

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


How long does it take to change fibre broadband plans?

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


How much is the plan change fee for fibre broadband?

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 fibre broadband plan?

There is no downtime for fibre broadband plan changes as it will be an automated process.


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

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


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

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


Relocation / Churn

Can I Relocate my Fibre Broadband connection?

As Fibre Broadband service via NBN 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 for Fibre Broadband services with NBN.




Policies

Is there any Service Level Agreement (SLA) for Fibre Broadband services?

Fibre Broadband 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 for Fibre Broadband services via NBN?

Fibre Broadband contract period depends on the type of plan that Exetel provides, so there are different contract periods.

Retrieved from "https://exewiki.exetel.com.au/index.php?title=Fibre_-_NBN_Sales_Information&oldid=4957"