Difference between revisions of "Fibre - Opticomm Sales Information"

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(How long is the Contract period?)
(What Happens After You Submit Your Application)
Line 108: Line 108:
 
VPI: 8, VCI: 35.
 
VPI: 8, VCI: 35.
 
DNS Servers: 220.233.0.3 and 220.233.0.4
 
DNS Servers: 220.233.0.3 and 220.233.0.4
 
 
===What Happens After You Submit Your Application===
 
 
Once you receive the confirmation email you can then check on the 'Application Status' page of this web site to see exactly how your application is progressing.
 
http://www.exetel.com.au/application_status.php
 
There are several steps that need to be completed once you have submitted a Fibre 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 Fibre application are:
 
 
1) Exetel submit your application to our supplier.
 
 
This is a process that happens daily. Your online application is submitted, and processed by the supplier.
 
 
2) Our supplier confirms receipt of your application
 
 
Our supplier will review the application and proceed with provisioning the service.
 
They will investigate whether infrastructure already exists for the service, and arrange activation if possible.
 
 
3) The supplier then arranges installation or activation of the service.
 
 
If the address already has an ONT active, they will arrange to activate the service, typically within 1 business day after processing application.
 
If the address does not have an ONT, our supplier will investigate, and if installation of an ONT is applicable, they will specify the charges applicable (if any), and arrange installation after customer accepts charges.
 
 
4) 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
 
 
5) Once your Fibre activation has been done a 'completion date' will be displayed
 
 
Once the activation of your Fibre service has been confirmed, you should see the “DATA” light on the ONT light up. The service should be connecting to port 1 of the ONT. If your house has a smart wire hub, the connections in each room will depend on how the house was cabled (some ports might be wired for telephone).
 
  
  

Revision as of 11:49, 27 September 2011

Fibre Broadband > Fibre - Opticomm Sales Information


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-opticomm-sq.php for availability check.


Prerequisites

What are the prerequisites to obtain fibre services via Opticomm?

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 8Mbps upload. Naturally speeds can vary depending on accessing files locally or internationally.


  • Maximum speeds: 25Mbps Down/2 Mbps Up
  • Maximum speeds: 50Mbps Down/4 Mbps Up
  • Maximum speeds: 100Mbps Down/8 Mbps Up

What are the currently available plans?

Please visit http://www.exetel.com.au/residential-fibre-pricing-nsw-vic.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 (Opticomm)

Visit https://www.exetel.com.au/res_fibre/opticomm_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.


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.


Connection Information – Fibre - Opticomm

You will need to enter your username and password in to your computer or router so that you can connect to the Exetel Fibre service. The username is unique to your service, and was emailed to you at sign up. If you can't find the email, please contact our provisioning or support staff to retrieve. Configuration will depend on whether you are using a Windows computer direct to the ONT, or if you are using a router. The connection related details are below: Username: As provided in email. Password: As provided in email. Connection Type: PPPoE LLC. VPI: 8, VCI: 35. DNS Servers: 220.233.0.3 and 220.233.0.4


Connecting To Your Fibre Service

If you are using a router provided by Exetel you should have received it before your service is activated. Whether or not you are sourcing your router from Exetel you will have received an email with your user name and password and other set up information.

If you require more detailed assistance you should get that from the manual that comes with your router or a knowledgeable friend. Some guidance is provided on either the Exetel User Help Forum (click here), or in the advice to be found on the left hand side of this page. It is very straight forward to set up most residential routers but if none of these aids are 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 connection. Search for an agent If the 'DATA' light on the ONT is not steady, then it might not be activated yet, or an issue might have developed. In this case you need to call Exetel and get the support engineers to get our supplier to confirm and fix the problem.