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: One Working day
• 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 and only then can the Optic Fibre be activated. Transfer time frame would take a minimum of four business days.

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.

Connection Information – Fibre - Telstra

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:

Modem User Name And Password / Members Facilities User Name And Password

User Name: your ten digit telephone number@(state).exetel.com.au

Password: a randomly generated password that was sent to you.

Examples: (if your street name was Smith St)

- NSW: Username - 0298765432@nsw.exetel.com.au AND Password - a randomly generated password that was sent to you

- 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

- QLD: Username - 0798765432@qld.exetel.com.au AND Password - a randomly generated password that was sent to you

- 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.
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 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.

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), our Wiki contains some routers, located 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.
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. 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 instance, you need to call Exetel and get the support engineers to get the wholesale provider to confirm and fix the problem.

Some Things To Consider Before Your Line Is Activated

• 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.
• 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.
• Additional information on setting up modems can be found on the Exetel Forum by clicking here, or on the Exetel Wiki, here.
• 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.
  http://www.exetel.com.au/agents_search.php