Difference between revisions of "Fibre - Opticomm Sales Information"

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=== How do I know if I can receive a Fibre service from Exetel? ===
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=== How do I check Fibre Broadband availability via Opticomm? ===
  
The application form will have a qualification tool to confirm your postcode and address where fibre access points are located around estates nationwide.
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The Fibre Broadband (Opticomm)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.
 
Visit http://www.exetel.com.au/residential-fibre-opticomm-sq.php for availability check.
 +
  
  
 
==Prerequisites==
 
==Prerequisites==
  
===What are the prerequisites to obtain fibre services via Opticomm?===
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===What are the prerequisites to obtain fibre broadband services via Opticomm?===
  
There needs to be fibre laid to the residence.  
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In order to obtain Fibre Broadband 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.
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===Is an active telephone line required to sign up for Fibre Broadband via Opticomm?===
  
 +
An active telephone line is not required to sign up for Fibre Broadband service via Opticomm.
  
  
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==Plan Details==
 
==Plan Details==
  
=== What are the available speeds for Fibre? ===
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=== What are the available speeds for Fibre Broadband through Opticomm? ===
 
   
 
   
 
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Speeds achieved on Fibre services via Opticomm 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 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: 25Mbps Down/2 Mbps Up
 
* Maximum speeds: 50Mbps Down/4 Mbps Up
 
* Maximum speeds: 50Mbps Down/4 Mbps Up
* Maximum speeds: 100Mbps Down/8 Mbps Up
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* 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.
 
  
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===What are the currently available Fibre Broadband plans via Opticomm?===
 +
 +
To find details about currently available Fibre Broadband plans via Opticomm please visit http://www.exetel.com.au/residential-fibre-pricing-nsw-vic.php
  
==Activation Times==
 
  
===How long does it take to activate a Fibre connection via NBN?===
 
  
  
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==Activation Times==
  
  
==How to apply for Fibre Broadband==
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===How long does it take to activate a Fibre Broadband connection via Opticomm?===
  
 +
If ONT is installed, it would take 2 business days to activate Fibre Broadband connection via Opticomm.
  
===Applying for Optic Fibre service (Opticomm)===
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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.
  
Visit https://www.exetel.com.au/res_fibre/opticomm_form.php to view the application.
 
  
  
  
==Plan change / Relocation / Churn==
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==How to apply for Fibre Broadband==
  
===Can I Relocate my Fibre Broadband connection?===
 
  
 +
===How do I place an order for Fibre Broadband service via Opticomm? ===
  
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.
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You can order Fibre Broadband service via Opticomm from  https://www.exetel.com.au/res_fibre/opticomm_form.php
  
  
 +
===What is the activation process for Fibre Broadband service via Opticomm?===
  
===Can I Churn/transfer my Fibre Connection?===
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Please visit [[Fibre Provisioning#What happens after I submit my application?|Fibre Provisioning]] page to find the activation process for Fibre Broadband service via Opticomm
 
  
At this stage there is no churn or transfer process, this may change in the near future.
 
  
  
=== How can I change my plan? ===
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==Plan Changes via Opticomm Fibre==
 
  
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.
 
  
 +
===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.
  
== MODEM, Media Converter and other  equipments for Fibre ==
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Go to '''Manage services''' >> '''ADSL/Fiber''' >> '''Change service''' section.
  
  
=== 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.
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===How long does it take to change fibre broadband plans?===
  
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Fibre broadband plan change will come in to effect with your next billing cycle.
  
  
=== 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.
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===How much is the fibre broadband plan change fee?===
  
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Plan change fee will be displayed in the member’s facility. This fee will change from time to time.
  
  
=== What are the equipments required for an active Fibre service? ===
 
  
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===Is there a downtime for my current internet connection when I change my fibre broadband plan?===
  
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.
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There is no downtime for fibre broadband plan changes as it will be an automated process.
  
  
  
==Policies==
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===Will I be on a new contract when I change my fibre broadband plan?===
  
=== Is there any Service Level Agreement (SLA) in place? ===
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Yes. There will be a new contract, whenever you change the plan
  
 
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.
 
  
  
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===If there is a change in fibre broadband speed, when would it take place?===
  
===How long is the Contract period?===
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Speed will change within 2-3 working days after the plan change effective date.
  
This depending on the type of plan that eXeTeL provides, so that there are different contract periods.
 
  
  
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==Relocation ==
  
*************************************************
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===Can I Relocate my Fibre Broadband connection?===
  
  
4. Placing an order
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As Fibre Broadband service via Opticomm 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.
  
An order can be placed via our website, http://www.exetel.com.au or by calling: 1300 248 848 After you have placed an Order:
 
  
* Your order will be sent to our supplier the following morning and based on the address availability advise you order of acceptance.
 
  
* Once this has been confirmed, your order is scheduled to be activated anywhere within three to five busines days depending on technician availability (see below time frame table).
 
  
* It is highly important that you be on site during the given appointment date. A technician (Tech-life contractor) will need to run the Fibre from the pit (on your street) to your network boundary point (first socket) and will need access to your home as the optical Fibre is run directly to your premises. First socket varies in terms of location (lounge room/hallway) for each dwelling depending on the wiring. You may be able to select where the ONT may be placed depending on whether the technician can feasibly do so.
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==Churn==
  
* A technician will then install an Optical Network Terminal (ONT) device in your premises. This device has an Ethernet port for the purpose of connecting to the Internet.
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===Could I churn my current Fiber service over to Exetel?===
  
* Once the technician has completed and confirmed testing to the Optical Network Terminal (ONT), eXeTeL will receive confirmation of completion and activate the final ‘switch’ by C.O.B on that day. The technician will firstly test line synchronization to the local Optical Line Terminal (OLT)at the exchange. Further tests will include authentication confirmation using his own details as well as a speed test to confirm the speed profile that was delivered.
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Yes, you could churn your Fibre service over to exetel if the following conditions are satisfied.
  
* It is recommended that for use of more than one PC/Laptop device, that the router gateway has both WAN and LAN port(s) for the purpose of connecting to the ONT.
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:* Your current Fiber service should be in the same infrastructure as our providers- Opticomm or Telstra or NBN
  
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:* Fiber should be  available in the particular area.
  
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:* You need to submit an order for an available fiber plan via Opticomm before canceling your service with the current provider
  
==Connection Information – Fibre - Opticomm==
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:* If the application does not go through, you would receive an email from Exetel provisioning detailing out the reasons for rejection.
  
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
 
  
  
===What Happens After You Submit Your Application===
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===How long does it take to churn my existing fiber service (with another provider) over to Exetel?===
  
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.
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It would take 1-3 working days to churn your existing fiber service (with another provider) over to Exetel given that ONT  is already  installed at the premises. If the ONT is not installed, our supplier would get the technician to contact the customer directly to have it installed. Time frame that it would take to activate would then depend on the availability of the customer. The technical aspect of it could be completed in approximately five business days.
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
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===Do I have to disconnect my fiber service with the current provider before churning over to Exetel?===
  
Our supplier will review the application and proceed with provisioning the service.
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No you do not have to disconnect your fiber service with the current provider before churning over to Exetel.
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.
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Please submit a request for an Opticomm plan from our web page and when the request is processed we can confirm if the service can be churned or not. An e-mail will be sent if the churn cannot be processed explaining if the existing service is required to be canceled from the current provider for us to proceed.
  
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
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==Policies==
  
5) Once your Fibre activation has been done a 'completion date' will be displayed
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=== Is there any Service Level Agreement (SLA) in place for Fibre Broadband services? ===
  
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).
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 +
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.
  
  
===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.
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===How long is the contract period for Fibre Broadband services via Opticaomm?===
  
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.
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Fibre Broadband contract period depends on the type of plan that Exetel provides, so there are different contract periods.
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.
 
  
  

Latest revision as of 09:41, 29 November 2012

Fibre Broadband > Fibre - Opticomm Sales Information


Contents

Availability

How do I check Fibre Broadband availability via Opticomm?

The Fibre Broadband (Opticomm)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 broadband services via Opticomm?

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


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

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


Plan Details

What are the available speeds for Fibre Broadband through Opticomm?

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

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



Activation Times

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

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

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 Opticomm?

You can order Fibre Broadband service via Opticomm from https://www.exetel.com.au/res_fibre/opticomm_form.php


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

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


Plan Changes via Opticomm 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 fibre broadband 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 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

Can I Relocate my Fibre Broadband connection?

As Fibre Broadband service via Opticomm 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.



Churn

Could I churn my current Fiber service over to Exetel?

Yes, you could churn your Fibre service over to exetel if the following conditions are satisfied.

  • Your current Fiber service should be in the same infrastructure as our providers- Opticomm or Telstra or NBN
  • Fiber should be available in the particular area.
  • You need to submit an order for an available fiber plan via Opticomm before canceling your service with the current provider
  • If the application does not go through, you would receive an email from Exetel provisioning detailing out the reasons for rejection.


How long does it take to churn my existing fiber service (with another provider) over to Exetel?

It would take 1-3 working days to churn your existing fiber service (with another provider) over to Exetel given that ONT is already installed at the premises. If the ONT is not installed, our supplier would get the technician to contact the customer directly to have it installed. Time frame that it would take to activate would then depend on the availability of the customer. The technical aspect of it could be completed in approximately five business days.


Do I have to disconnect my fiber service with the current provider before churning over to Exetel?

No you do not have to disconnect your fiber service with the current provider before churning over to Exetel.

Please submit a request for an Opticomm plan from our web page and when the request is processed we can confirm if the service can be churned or not. An e-mail will be sent if the churn cannot be processed explaining if the existing service is required to be canceled from the current provider for us to proceed.


Policies

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

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