Fibre - Telstra Sales Information
- 1 Availability
- 2 Prerequisites
- 3 Plan Details
- 4 Activation Times
- 5 How to apply for Fibre Broadband
- 6 PSTN with Fibre
- 6.1 Once the Fibre connection via Telstra is active, can I terminate the telephone line?
- 6.2 What will happen to my existing Telephone service (on a copper telephone line) when the Telstra Fibre service is activated?
- 6.3 Will there be any down time for transferring my telephone line from copper to fibre?
- 6.4 Will my telephone number change when I transfer my telephone line from copper to fibre?
- 6.5 Can I still use my existing PSTN with the Residential Fibre plans?
- 6.6 My telephone has no dial tone and fibre broadband service does not work. What should I do?
- 7 Plan Changes via Telstra Fibre
- 7.1 How can I change my fibre broadband plan?
- 7.2 How long does it take to change fibre broadband plans?
- 7.3 How much is the plan change fee?
- 7.4 Is there a downtime for my current internet connection when I change my fibre broadband plan?
- 7.5 Will I be on a new contract when I change my fibre broadband plan?
- 7.6 If there is a speed change, when would it take place?
- 8 Transfer / Relocation
- 9 Policies
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.
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.
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
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 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 speed change, 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.
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.