Difference between revisions of "Fibre - Telstra Sales Information"

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(How long does it take to activate a Fibre connection via Telstra?)
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Please visit http://www.exetel.com.au/residential-fibre-pricing-point-cook.php for currently available plans.
 
Please visit http://www.exetel.com.au/residential-fibre-pricing-point-cook.php for currently available plans.
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==Activation Times==
 
==Activation Times==
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===How long does it take to activate a Fibre connection via Telstra?===
 
===How long does it take to activate a Fibre connection via Telstra?===
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A technician will visit the premises to complete the work if there is no ONT installed.
 
A technician will visit the premises to complete the work if there is no ONT installed.
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==How to apply for Fibre Broadband==
 
==How to apply for Fibre Broadband==
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Visit https://www.exetel.com.au/res_fibre/residential_online_form.php to view the application.
 
Visit https://www.exetel.com.au/res_fibre/residential_online_form.php to view the application.
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==PSTN with Fibre==
 
==PSTN with Fibre==
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=== Once the Fibre connection is active, can I terminate the telephone line?===
 
=== Once the Fibre connection is active, can I terminate the telephone line?===
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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.
 
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.
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==Policies==
 
==Policies==
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=== Is there any Service Level Agreement (SLA) in place? ===
 
=== Is there any Service Level Agreement (SLA) in place? ===

Revision as of 05:37, 29 September 2011

Fibre Broadband > Fibre - Telstra 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-availability-point-cook.php for availability check.


Prerequisites

What are the prerequisites to obtain fibre services via Telstra?

There needs to be fibre laid to the residence.

An active telephone line via the Telstra Copper Network.


Plan Details

What are the available speeds for Fibre?

Speeds achieved on Fibre can be as high as 100Mbps download, up to 5Mbps upload. Naturally speeds can vary depending on accessing files locally or internationally.

  • Maximum speeds: 8Mbps Down/384 kbps Up
  • Maximum speeds: 30Mbps Down/1 Mbps Up
  • Maximum speeds: 100Mbps Down/5 Mbps Up


What are the currently available plans?

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



Activation Times

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

With Telstra Fibre services it would depend if an ONT (Optical Network Terminal) unit has already been installed within the property.


  • With ONT: Two Working days
  • Without ONT: Three working days


If the connection has ADSL 1 service with another provider (that is within Telstra infrastructure) then the service would first be transferred over to Exetel which will take 3 business days and only then can the Optic Fibre request will be processed. Total activation time is 5 to 7 business days.

A technician will visit the premises to complete the work if there is no ONT installed.



How to apply for Fibre Broadband

Applying for Optic Fibre service (Telstra)

Visit https://www.exetel.com.au/res_fibre/residential_online_form.php to view the application.



PSTN with Fibre

Once the Fibre connection is active, can I terminate the telephone line?

No, this will result in a disconnection of your Fibre connection.


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.


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.


Will my telephone number change?

No, your telephone number will not change.


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.


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.



Plan change / Relocation

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 transfer my existing ADSL service to a Fibre Connection?

Yes, you may as long as the ADSL service is offered via Telstra infrastructure.If a connection has ADSL that is not within the Telstra infrastructure then the ADSL service is required to be terminated, once that has been done the Optic Fibre service could start the activation process.


How long does it take to transfer the ADSL service from another provider to eXeTeL Fibre service?

It will take one business day for the special eXeTeL process to transfer the existing ADSL connection from the current provider to eXeTeL and migrate your ADSL service to Fibre.

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.