Difference between revisions of "Fix Your ADSL Problem Quicker"

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(Template for Dropouts)
(Template for Dropouts)
 
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* Not sure what a No Auth is? [[Click here|Click here]]
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* Not sure what a No Auth is? [[ADSL 1 Telstra - Support Information#No Auth|Click here]]
  
* Not sure what a No Sync is? [[Click here|Click here]]  
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* Not sure what a No Sync is? [[ADSL 1 Telstra - Support Information#No Sync|Click here]]  
  
  
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[[File:Check.png]]  Do you accept the incorrect call out fee ($110 for Telstra)? Yes / No
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[[File:Check.png]]  Do you accept the incorrect call out fee ($220 for Telstra)? Yes / No
  
  
 
'''Please provide us with your best contact mobile number in order for us send you periodical updates or to contact you directly'''
 
'''Please provide us with your best contact mobile number in order for us send you periodical updates or to contact you directly'''
 
 
 
  
 
===Template for Slow Speed===
 
===Template for Slow Speed===
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[[File:Check.png]]  Do you accept the Incorrect call out fee ($110 for Telstra based)? Yes / No
+
[[File:Check.png]]  Do you accept the Incorrect call out fee ($220 for Telstra based)? Yes / No
  
  
 
'''Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly:'''
 
'''Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly:'''
 
 
 
  
 
===Template for Dropouts===  
 
===Template for Dropouts===  
  
* Not sure what a Drop out is? [[Click here|Click here]]  
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* Not sure what a Drop out is? [[ADSL 1 Telstra - Support Information#Dropout |Click here]]  
  
  
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[[File:Check.png]]  Do you accept the incorrect call out fee ($110 for Telstra based)? Yes / No
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[[File:Check.png]]  Do you accept the incorrect call out fee ($220 for Telstra based)? Yes / No
  
  
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===Template for Droputs===
 
===Template for Droputs===
  
* Not sure what a Drop out is? [[Click here|Click here]]  
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* Not sure what a Drop out is? [[ADSL 2 Support Information#Dropout|Click here]]
  
  
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'''Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly'''  
+
'''Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly'''
 
 
 
 
  
 
==ADSL 2 Bundled with Telephone (Optus)==
 
==ADSL 2 Bundled with Telephone (Optus)==
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Alternate contact mobile -  
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Alternate contact mobile -
 
 
 
 
 
 
[[Category:ADSL]]
 

Latest revision as of 06:15, 21 March 2014

Description

At times cases may take longer than the expected time frame to resolve, this could be due to many reasons such as booking technician's, different technician is required, delay with responses, confirming customer details, reschedules etc.


In order for such delays to be improved exetel do need help from our customers, however each supplier requires different testing and set of procedures. Below explains how Customers can assist exetel resolve problems quicker in order for a speedier solution.


ADSL Products

Below are templates with questions that Exetel requires to fill in before cases could be escalated to the suppliers, in order for this process to be speed up confirm the details below and pass it on to a support engineer.

The below template must be filled in and emailed to residentialsupport@exetel.com.au

ADSL 1 and ADSL 2 (Telstra)

Template for No Sync & No Auth


Check.png Is there a Dial tone?


Check.png What is the status of the ADSL Light?


Check.png If your service is a new service, was there incoming calls prior to applying?


Check.png Have you tried your Modem on another line in order to replicate the same issue as you claim?


Check.png Have you tried an alternative Modem?


Check.png How many telephone wall sockets are present at site?


Check.png Have you checked your modem on all available wall sockets?


Check.png Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?


Check.png How many Corded Phones are connected?


Check.png How many Cordless Phones are connected?


Check.png Are you using any extension leads?


Check.png Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?


Check.png What is the length of the cable that you are using between your modem and the telephony wall socket?


Check.png Have you checked the service by swapping your telephony cable?


Check.png Do you have Foxtel installed?


Check.png Do you have a Back to base Alarm system installed?


Check.png Have you tried factory resetting your modem? (refer modem instruction manual)


Check.png Is the VPI and VCI set to 8 and 35? (refer modem instruction manual)


Check.png Is the connection configured for PPPoE LLC mode? (refer modem instruction manual)


Check.png Are the correct Exetel Username and password entered into your modem? (refer modem instruction manual)


Check.png What is the Mac Address of the modem? (refer modem instruction manual)


Check.png Which brand/model of ADSL modem do you have?


Check.png Which brand/model of Alternate modem do you have or test with?


Check.png Do you accept the incorrect call out fee ($220 for Telstra)? Yes / No


Please provide us with your best contact mobile number in order for us send you periodical updates or to contact you directly

Template for Slow Speed

Check.png Have you tried your Modem on another line in order to replicate the same issue as you claim?


Check.png Have you tried an alternative Modem?


Check.png Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?


Check.png What is the Sync Speed of your Modem when you directly plugged it into the main wall socket using a cable with 2m in length with out a filter?


Check.png Which brand/model of ADSL modem do you have?


Check.png Which brand/model of Alternate modem do you have or test with?


Check.png How many Corded Phones are connected?


Check.png How many Cordless Phones are connected?


Check.png Are you using any extension leads?


Check.png Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?


Check.png Have you tried factory resetting your modem? (refer modem instruction manual)


Check.png Are you running a Network or using a single computer?


Check.png Are you using any P2P applications?


Check.png What is the MTU value set to on your modem configuration page? (refer modem instruction manual)


Check.png Do you have Foxtel installed?


Check.png Do you have a Back to base Alarm system installed?


Check.png What is the length of the cable that you are using between your modem and the telephony wall socket?


Check.png What are the Speeds you have received from http://www.exetel.com.au/speed/? (Is this close to sync speed)


Check.png What are the Speeds you have received from http://www.exetel.com.au/speed/ when the modem is directly connected to the computer, with wireless disabled?


Check.png Transfer Rates from 3 locations at the same time:


1. http://download.microsoft.com - Transfer Rate:


2. http://www.nvidia.com - Transfer Rate:


3. http://www.apple.com - Transfer Rate:


Check.png Do you accept the Incorrect call out fee ($220 for Telstra based)? Yes / No


Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly:

Template for Dropouts


Check.png Have you tried your Modem on another line in order to replicate the sameissue as you claim?


Check.png Have you tried an alternative Modem?


Check.png What is the length of the cable that you are using between your modem and the telephony wall socket?


Check.png Do you have Foxtel installed?


Check.png Do you have a Back to base Alarm system installed?


Check.png Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?


Check.png Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?


Check.png Have you tried factory resetting your modem? (refer modem instruction manual)


Check.png Has your modem been set to be disconnected while your computer is on idle mode?


Check.png If it is enabled what is the time frame it has been set to?


Check.png How many Corded Phones are connected?


Check.png How many Cordless Phones are connected?


Check.png Are you using any extension leads?


Check.png Have you checked the service by swapping your telephony cable?


Check.png Do you accept the incorrect call out fee ($220 for Telstra based)? Yes / No


Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly

ADSL 2 (AAPT/Powertel)

Template for No Sync & No Auth


Check.png Is there a Dial tone?


Check.png What is the status of the ADSL Light?


Check.png If your service is a new service, was there incoming calls prior to applying?


Check.png Have you tried your Modem on another line in order to replicate the same issue as you claim?


Check.png Have you tried an alternative Modem?


Check.png How many telephone wall sockets are present at site?


Check.png Have you checked your modem on all available wall sockets?


Check.png Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?


Check.png How many Corded Phones are connected?


Check.png How many Cordless Phones are connected?


Check.png Are you using any extension leads?


Check.png Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?


Check.png What is the length of the cable that you are using between your modem and the telephony wall socket?


Check.png Have you checked the service by swapping your telephony cable?


Check.png Do you have Foxtel installed?


Check.png Do you have a Back to base Alarm system installed?


Check.png Have you tried factory resetting your modem? (refer modem instruction manual)


Check.png Is the VPI and VCI set to 8 and 35? (refer modem instruction manual)


Check.png Is the connection configured for PPPoE LLC mode? (refer modem instruction manual)


Check.png Are the correct Exetel Username and password entered into your modem? (refer modem instruction manual)


Check.png What is the Mac Address of the modem? (refer modem instruction manual)


Check.png Which brand/model of ADSL modem do you have?


Check.png Which brand/model of Alternate modem do you have or test with?


Check.png Do you accept the incorrect call out fee ($220 for Powertel)? Yes / No


Please provide us with your best contact mobile number in order for us send you periodical updates or to contact you directly

Template for Slow Speed

Check.png Have you tried your Modem on another line in order to replicate the same issue as you claim?


Check.png Have you tried an alternative Modem?


Check.png Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?


Check.png What is the Sync Speed of your Modem when you directly plugged it into the main wall socket using a cable with 2m in length with out a filter?


Check.png Which brand/model of ADSL modem do you have?


Check.png Which brand/model of Alternate modem do you have or test with?


Check.png How many Corded Phones are connected?


Check.png How many Cordless Phones are connected?


Check.png Are you using any extension leads?


Check.png Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?


Check.png Have you tried factory resetting your modem? (refer modem instruction manual)


Check.png Are you running a Network or using a single computer?


Check.png Are you using any P2P applications?


Check.png What is the MTU value set to on your modem configuration page? (refer modem instruction manual)


Check.png Do you have Foxtel installed?


Check.png Do you have a Back to base Alarm system installed?


Check.png What is the length of the cable that you are using between your modem and the telephony wall socket?


Check.png What are the Speeds you have received from http://www.exetel.com.au/speed/? (Is this close to sync speed)


Check.png What are the Speeds you have received from http://www.exetel.com.au/speed/ when the modem is directly connected to the computer, with wireless disabled?


Check.png Transfer Rates from 3 locations at the same time:


1. http://download.microsoft.com - Transfer Rate:


2. http://www.nvidia.com - Transfer Rate:


3. http://www.apple.com - Transfer Rate:


Check.png Do you accept the Incorrect call out fee ($220 for Powertel based)? Yes / No


Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly



Template for Droputs


Check.png Have you tried your Modem on another line in order to replicate the same issue as you claim?


Check.png Have you tried an alternative Modem?


Check.png What is the length of the cable that you are using between your modem and the telephony wall socket?


Check.png Do you have Foxtel installed?


Check.png Do you have a Back to base Alarm system installed?


Check.png Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?


Check.png Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?


Check.png Have you tried factory resetting your modem? (Refer modem instruction manual)


Check.png Has your modem been set to be disconnected while your computer is on idle mode?


Check.png If it is enabled what is the time frame it has been set to?


Check.png How many Corded Phones are connected?


Check.png How many Cordless Phones are connected?


Check.png Are you using any extension leads?


Check.png Have you checked the service by swapping your telephony cable?


Check.png Do you accept the incorrect call out fee ($220 for Powertel Based)? Yes / No


Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly

ADSL 2 Bundled with Telephone (Optus)

Template for No Sync & No Auth


Check.png Has an alternative modem been tested: Yes / No


Check.png Length of cable between modem and telephone wall socket:(Less than 2m only) Yes / No


Check.png Foxtel Installed: Yes / No


Check.png Back to base Alarm Installed: Yes / No


Check.png Completed Isolation Test : Yes / No


Check.png (all devices removed from all sockets within the premises, and the modem connected to the first socket, using a 1 - 2m cable): Yes / No


Check.png Has an alternative cable between the modem and wall socket been tried: Yes / No


Alternate contact mobile -

Template for Slow Speed

Check.png Modem tried on another line or Alternative Modem Tried: Yes / No


Check.png Length of cable between modem and telephone wall socket:(Less than 2m only) Yes / No


Check.png Foxtel Installed: Yes / No


Check.png Back to base Alarm Installed: Yes / No


Check.png Completed Isolation Test : Yes / No


Check.png (all devices removed from all sockets within the premises, and the modem connected to the first socket, using a 1 - 2m cable): Yes / No


Check.png Sync Speed of Modem when Isolated (as above): (Refer to modem manual to obtain this)


Check.png Speeds received from http://www.exetel.com.au/speed/: (is this close to sync speed)


Check.png Is P2P application in use: Yes/ No


Check.png Speeds received when testing the computer to modem only, with wireless disabled: (Check http://www.exetel.com.au/speed/)


Check.png Computer free of Viruses / P2P: Yes / No


Check.png Download 1 file from the below website at same time and provide the results:

1. http://download.microsoft.com - Transfer Rate:
2. http://www.nvidia.com - Transfer Rate:
3. http://www.apple.com - Transfer Rate:


Alternate contact mobile -


Template for Dropouts


Check.png Modem tried on another line : Yes / No


Check.png Has an alternative modem been tested: Yes / No


Check.png Length of cable between modem and telephone wall socket:


Check.png Is a Cable Pay TV service connected (eg. Foxtel):


Check.png Is a Back to Base Alarm connected:


Check.png Has the modem been tested with no other devices connected:


Check.png Is an ADSL 2 + Filter installed:


Check.png Has the Modem been Factory Reset:


Check.png Has Modem been set to Disconnect on Idle for testing:


Check.png Provide a time frame for exetel to run a line test on the connection (8:30am - 9:30pm EST MON-FRI):


Check.png How many Corded Phones are connected:


Check.png How many Cordless Phones are connected:


Check.png Are any extension leads being used:


Check.png Has an alternative cable between the modem and wall socket been tried:


Check.png How often do drop outs occur in a 24 hour period, on the 1.5Mbps profile: (Has to be greater than 3 a day)


Alternate contact mobile -

ADSL 2 Naked (Optus)

Template for No Auth &No Sync


Check.png Has an alternative modem been tested: Yes / No


Check.png Length of cable between modem and telephone wall socket:(Less than 2m only) Yes / No


Check.png Foxtel Installed: Yes / No


Check.png Back to base Alarm Installed: Yes / No


Check.png Completed Isolation Test : Yes / No


Check.png (all devices removed from all sockets within the premises, and the modem connected to the first socket, using a 1 - 2m cable): Yes / No


Check.png Has an alternative cable between the modem and wall socket been tried: Yes / No

Alternate contact mobile -

Template for Slow Speed

Check.png Modem tried on another line or Alternative Modem Tried: Yes / No


Check.png Length of cable between modem and telephone wall socket:(Less than 2m only) Yes / No


Check.png Foxtel Installed: Yes / No


Check.png Back to base Alarm Installed: Yes / No


Check.png Completed Isolation Test : Yes / No


Check.png (all devices removed from all sockets within the premises, and the modem connected to the first socket, using a 1 - 2m cable): Yes / No


Check.png Sync Speed of Modem when Isolated (as above): (Refer to modem manual to obtain this)


Check.png Speeds received from http://www.exetel.com.au/speed/: (is this close to sync speed)


Check.png Is P2P application in use: Yes/ No


Check.png Speeds received when testing the computer to modem only, with wireless disabled: (Check http://www.exetel.com.au/speed/)


Check.png Computer free of Viruses / P2P: Yes / No


Check.png Download 1 file from the below website at same time and provide the results:

1. http://download.microsoft.com - Transfer Rate:
2. http://www.nvidia.com - Transfer Rate:
3. http://www.apple.com - Transfer Rate:

Alternate contact mobile -


Template for Drop Out


Check.png Modem tried on another line :


Check.png Has an alternative modem been tested: Yes / No


Check.png Length of cable between modem and telephone wall socket:


Check.png Is a Cable Pay TV service connected (eg. Foxtel):


Check.png Is a Back to Base Alarm connected:


Check.png Has the modem been tested with no other devices connected:


Check.png Is an ADSL 2 + Filter installed:


Check.png Has the Modem been Factory Reset:


Check.png Has Modem been set to Disconnect on Idle for testing:


Check.png Provide a time frame for exetel to run a line test on the connection (8:30am - 9:30pm EST MON-FRI):


Check.png How many Corded Phones are connected:


Check.png How many Cordless Phones are connected:


Check.png Are any extension leads being used:


Check.png Has an alternative cable between the modem and wall socket been tried:


Check.png How often do drop outs occur in a 24 hour period, on the 1.5Mbps profile: (Has to be greater than 3 a day)


Alternate contact mobile -