Fix Your ADSL Problem Quicker

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 (Telstra)

Template for No Sync & No Auth

• Not sure what a No Auth is? Click here

• Not sure what a No Sync is? Click here

Is there a Dial tone?

What is the status of the ADSL Light?

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

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

Have you tried an alternative Modem?

How many telephone wall sockets are present at site?

Have you checked your modem on all available wall sockets?

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

How many Corded Phones are connected?

How many Cordless Phones are connected?

Are you using any extension leads?

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

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

Have you checked the service by swapping your telephony cable?

Do you have Foxtel installed?

Do you have a Back to base Alarm system installed?

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

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

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

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

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

Which brand/model of ADSL modem do you have?

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

Do you accept the incorrect call out fee ($110 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