Fix Your ADSL Problem Quicker

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Revision as of 09:30, 21 September 2011 by Bhagyam (talk | contribs) (ADSL 2 (AAPT/Powertel))
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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


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 ($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



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 ($110 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 Drop outs


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 ($110 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 ($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



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