Difference between revisions of "Fibre - Telstra Sales Information"

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=== How do I know if I can receive a Fibre service from Exetel? ===
+
=== How do I check Fibre Broadband availability via Telstra? ===
  
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 (Telstra) 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.
 
Visit http://www.exetel.com.au/residential-fibre-availability-point-cook.php for availability check.
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==Prerequisites==
 
==Prerequisites==
  
===What are the prerequisites to obtain fibre services via Telstra?===
+
===What are the prerequisites to obtain fibre broadband services via Telstra?===
  
There needs to be fibre laid to the residence.  
+
In order to obtain Fibre Broadband services via Telstra,
 +
 
 +
There needs to be fibre laid to the residence and
 +
 
 +
An active telephone line via the Telstra Copper Network.
 +
 
 +
 
 +
 
 +
===Is an active telephone line required to sign up for Fibre Broadband via Telstra?===
 +
 
 +
Yes, an active phone line is required to sign up for Fbre Broadband service via Telstra.
  
An active telephone line via the Telstra Copper Network.
 
  
  
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==Plan Details==
 
==Plan Details==
  
=== What are the available speeds for Fibre? ===
+
=== What are the available speeds for Fibre Broadband through Telstra? ===
 
   
 
   
  
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.
+
Speeds achieved on Fibre services via Telstra 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: 8Mbps Down/384 kbps Up
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===What are the currently available plans?===
+
===What are the currently available Fibre Broadband plans via Telstra?===
  
Please visit http://www.exetel.com.au/residential-fibre-pricing-point-cook.php for currently available plans.
+
To find details about currently available Fibre Broadband plans via Telstra please visit http://www.exetel.com.au/residential-fibre-pricing-point-cook.php  
  
  
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==Activation Times==
 
==Activation Times==
  
===How long does it take to activate a Fibre connection via Telstra?===
+
 
 +
===How long does it take to activate a Fibre Broadband 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 Telstra Fibre services it would depend if an ONT (Optical Network Terminal) unit has already been installed within the property.
  
<ul>
 
<li> With ONT: One Working day </li>
 
<li> Without ONT: Three working days </li></ul>
 
  
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 and only then can the Optic Fibre be activated. Transfer time frame would take a minimum of four business days.
+
* With ONT: Two Working days
 +
* Without ONT: Three to Five 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.
 +
 
 +
 
  
  
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===Applying for Optic Fibre service (Telstra)===
+
===How do I place an order for Fibre Broadband service via Telstra? ===
 +
 
 +
You can order Fibre Broadband service via Telstra from https://www.exetel.com.au/res_fibre/residential_online_form.php
 +
 
 +
 
 +
 
 +
===What is the activation process for Fibre Broadband service via Telstra?===
 +
 
 +
Please visit [[Fibre Provisioning#For Telstra|Fibre Provisioning]] page to find the activation process for Fibre Broadband service via Telstra.
 +
 
 +
 
 +
 
 +
===What are the rejection reasons for fibre services through Telstra? ===
 +
 
 +
At times Fibre Broadband applications via Telstra could be rejected due to the following common rejection reasons:
 +
 
 +
* Service Not Found
 +
:This is due to either the telephone line not been activated or due to Telstra not updating their database.
 +
 
 +
* Unable To Proceed, Customer’s Address Is Not In The Trial Area
 +
:This is due to telephone not been within the Trail area of point cook.
 +
 +
* Pending Order On The Phone Line
 +
:The service currently has a pending order on the telephone line, this could involve additional service to the telephony or other Fibre or ADSL service that has recently been submitted.
  
Visit https://www.exetel.com.au/res_fibre/residential_online_form.php to view the application.
 
  
  
 
==PSTN with Fibre==
 
==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.
+
=== Once the Fibre connection via Telstra is active, can I terminate the telephone line?===
 +
 
 +
No you can not terminate the telephone line once the Fibre connection via Telstra is active since it 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? ===
+
=== What will happen to my existing Telephone service (on a copper telephone line) when the Telstra Fibre service is activated? ===
 
   
 
   
The copper telephone line will be disconnected and your phone service will be transferred over to the new Fibre.
 
  
 +
After the Telstra Fibre service 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? ===
+
 
 +
=== 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.  
+
Yes, there is an expected down time for transferring your telephone line from copper to fibre and it could vary from 5 minutes to 5 hours. The telephony service should work as per normal and the customers' Telephone Provider is solely responsible for operation thereafter. If the telephone service is still down after 5 hours the customer needs to contact the phone rental provider to resolve the matter
  
  
  
=== Will my telephone number change? ===
+
=== Will my telephone number change when I transfer my telephone line from copper to fibre? ===
 
   
 
   
No, your telephone number will not change.
+
No, your telephone number will not change when you transfer your telephone line from copper to fibre.
  
  
Line 93: Line 132:
 
   
 
   
 
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.  
 
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 fibre broadband service does not work. What should I do? ===
=== 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.
 
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 Changes via Telstra Fibre==
  
==Plan change / Relocation ==
 
  
===Can I Relocate my Fibre Broadband connection?===
+
===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.
  
  
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.
 
  
 +
===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
  
===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? ===
+
===If there is a change in fibre broadband speed, when would it take place?===
 
  
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.  
+
Speed will change within 2-3 working days after the plan change effective date.
  
=== 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.
 
  
 +
==Transfer / Relocation ==
  
==Policies==
+
===Can I Relocate my Fibre Broadband connection?===
  
=== Is there any Service Level Agreement (SLA) in place? ===
 
  
+
As Fibre Broadband service via Telstra 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 transfer my existing ADSL service to a Fibre Connection?===
 +
 +
Yes, you may transfer your existing ADSL service to a Fibre Connection as long as the ADSL service is offered via Telstra infrastructure. If your ADSL service 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.
  
This depending on the type of plan that eXeTeL provides, so that there are different contract periods.
 
  
  
*********************************************************
+
=== How long does it take to transfer the ADSL service from another provider to Exetel Fibre service? ===
 +
 +
It will take three business days for the special Exetel process to transfer the existing Internet connection from the current provider to Exetel and migrate your ADSL service to Fibre.
  
  
<h1>Connection Information – Fibre - Telstra</h1>
 
<p>You will need to enter this  user name and password in to your router or computer so that you can connect to  the Exetel Fibre service:</p>
 
<h2>Modem User Name And Password /  Members Facilities User Name And Password</h2>
 
  
'''User Name:''' your ten digit telephone number@(state).exetel.com.au
+
==Policies==
  
'''Password:''' a randomly generated password that was sent to you.
 
  
Examples: (if your street name was Smith St)
+
=== Is there any Service Level Agreement (SLA) in place for fibre broadband services? ===
  
- NSW: Username - 0298765432@nsw.exetel.com.au AND Password - a randomly generated password that was sent to you
+
 +
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.
  
- VIC: Username - 0398765432@vic.exetel.com.au AND Password - a randomly generated password that was sent to you
 
  
- SA: Username - 0898765432@sa.exetel.com.au AND Password - a randomly generated password that was sent to you
 
  
- WA: Username - 0898765432@wa.exetel.com.au AND Password - a randomly generated password that was sent to you
+
===How long is the contract period for Fibre Broadband services via Telstra?===
  
- QLD: Username - 0798765432@qld.exetel.com.au AND Password - a randomly generated password that was sent to you
+
Fibre Broadband contract period depends on the type of plan that Exetel provides, so there are different contract periods.  
  
- NT: Username - 0898765432@nt.exetel.com.au AND Password - a randomly generated password that was sent to you
 
  
- TAS: Username - 0398765432@tas.exetel.com.au AND Password - a randomly generated password that was sent to you
 
  
- ACT: Username - 026298765432@act.exetel.com.au AND Password - a randomly generated password that was sent to you
 
  
The username and password's above is for both the modem to gain ADSL access and for your Member Facilities.(for member facilities you need to enter 10 digit service number only)
 
  
In most cases the username and password should be all that you  need to configure the connection, however some routers might require additional  settings as below.<br />
 
Connection Type: PPPoE LLC.<br />
 
VPI: 8, VCI: 35.<br />
 
DNS Servers: 220.233.0.3 and 220.233.0.4
 
  
  
  
<h2>What Happens After You Submit  Your Application</h2>
 
<p>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.<br />
 
    http://www.exetel.com.au/a_application_status.php <br />
 
  There are several steps that need to be completed once you have  submitted an  application form to Exetel  Limited. These steps can take from a few days to up to 10 working days if  everything goes smoothly.<br />
 
  The steps that have to be taken to process your fibre application  are:</p>
 
<h3>1) Exetel submit your application  to the supplier</h3>
 
<p>This is an automatic process that happens daily. Your online  application is batched with all applications received up to 7pm each day and is  sent in a file to provisioning at the carrier.</p>
 
<h3>2) Our supplier confirms receipt  of your application</h3>
 
<p>Although our supplier will receive your application within 24  hours of you submitting it, there is a variable delay in the time it takes them  to confirm they have received it. It is not unusual for this to take up to 4  working days.</p>
 
<h3>3) Our supplier processes  application</h3>
 
<p>Our supplier will investigate infrastructure availability in  your area, and confirm your phone line can be migrated over to the fibre  service. <br />
 
  Should there by no issues in the checks, an appointment date and  time will be scheduled for a technician to attend and migrate the copper line  to a fibre service.</p>
 
<h3>4) If your application is  rejected the screen will display the reason for rejection</h3>
 
<p>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</p>
 
<h3>5) Once your Fibre activation has  been completed a 'completion date' will be displayed</h3>
 
<p>Once the activation of your Fibre service has been confirmed, check  the ONT and ensure the “DATA” light is solid; if it is, the Fibre service has  been activated correctly by the wholesale provider and you can now connect to  the Internet via Fibre.</p>
 
<h2>Connecting To Your Fibre Service</h2>
 
<p>If you are using a router  provided by Exetel you should have received it before your service was  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. </p>
 
<p>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 ([http://forum.exetel.com.au/ click  here]), our Wiki contains some routers,  located [http://exewiki.exetel.com.au/index.php?title=ADSL_Modem_Setup_Guides here]. It is very straight forward to set up most residential routers  but if none of these aids is sufficient you will need to pay for a computer  professional to assist you complete this task.<br />
 
  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 fibre connection. [http://www.exetel.com.au/agents_search.php Search for an agent] <br />
 
  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 instance, you need  to call Exetel and get the support engineers to get the wholesale provider to  confirm and fix the problem.</p>
 
<h3>Some Things To Consider Before  Your Line Is Activated</h3>
 
<ul>
 
  <li>Please ensure you have clear  instructions on how to set up the router, this particularly applies if you are  intending to use a second hand router.</li>
 
  <li>If you are thinking of using  a second hand router get as much information from the person from whom you  sourced it as possible including the installation CD and the web site location  for the firmware updates and drivers.</li>
 
  <li>Additional information on  setting up modems can be found on the Exetel Forum by [http://forum.exetel.com.au/ clicking here], or on the Exetel Wiki, [http://exewiki.exetel.com.au/index.php?title=Fibre_Optic_-_Telstra_Troubleshooting here].</li>
 
  <li>If you think you will need on  site assistance to set up your router or your network there are a number of  Exetel agents who are experienced in installing Exetel services. These  organisations charge for their services but if you need assistance please call  one of these companies for a quote on what they will charge you to assist you connecting  to the service.<br />
 
    http://www.exetel.com.au/agents_search.php</li>
 
</ul>
 
  
 
[[Category:Fibre Broadband]]
 
[[Category:Fibre Broadband]]

Latest revision as of 09:43, 29 November 2012

Fibre Broadband > Fibre - Telstra Sales Information


Contents

Availability

How do I check Fibre Broadband availability via Telstra?

The Fibre Broadband (Telstra) 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 broadband services via Telstra?

In order to obtain Fibre Broadband services via Telstra,

There needs to be fibre laid to the residence and

An active telephone line via the Telstra Copper Network.


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

Yes, an active phone line is required to sign up for Fbre Broadband service via Telstra.



Plan Details

What are the available speeds for Fibre Broadband through Telstra?

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

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


Activation Times

How long does it take to activate a Fibre Broadband 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 to Five 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

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

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


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

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


What are the rejection reasons for fibre services through Telstra?

At times Fibre Broadband applications via Telstra could be rejected due to the following common rejection reasons:

  • Service Not Found
This is due to either the telephone line not been activated or due to Telstra not updating their database.
  • Unable To Proceed, Customer’s Address Is Not In The Trial Area
This is due to telephone not been within the Trail area of point cook.
  • Pending Order On The Phone Line
The service currently has a pending order on the telephone line, this could involve additional service to the telephony or other Fibre or ADSL service that has recently been submitted.


PSTN with Fibre

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

No you can not terminate the telephone line once the Fibre connection via Telstra is active since it will result in a disconnection of your Fibre connection.


What will happen to my existing Telephone service (on a copper telephone line) when the Telstra Fibre service is activated?

After the Telstra Fibre service 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 for transferring your telephone line from copper to fibre and it could vary from 5 minutes to 5 hours. The telephony service should work as per normal and the customers' Telephone Provider is solely responsible for operation thereafter. If the telephone service is still down after 5 hours the customer needs to contact the phone rental provider to resolve the matter


Will my telephone number change when I transfer my telephone line from copper to fibre?

No, your telephone number will not change when you transfer your telephone line from copper to fibre.


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 fibre broadband service 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 Changes via Telstra 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.


Transfer / Relocation

Can I Relocate my Fibre Broadband connection?

As Fibre Broadband service via Telstra 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 transfer your existing ADSL service to a Fibre Connection as long as the ADSL service is offered via Telstra infrastructure. If your ADSL service 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 three business days for the special Exetel process to transfer the existing Internet connection from the current provider to Exetel and migrate your ADSL service to Fibre.


Policies

Is there any Service Level Agreement (SLA) in place for fibre broadband services?

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 for Fibre Broadband services via Telstra?

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