Support Tips

ADSL 2

- Services that have slow speeds could be caused by the modulation type that's been used. By default the modem sets the modulation to be G.DMT lite or G.DMT, when it changes to G.DMT BIZplus this fixes up the problem.

- If a service upgrades from ADSL 1 to ADSL 2 and experience's slow speed it is best to replace the previous filters with new ADSL 2 filters.

Mobile Broadband

- When Installing HSPA on a Apple MAC PC, we come across issues where the installer doesn't work. In such situations, I recommend to remove the program under the system preferences and re-install a fresh copy, this should fix up the problem.

- If the error code is 619 and all the settings are correct, recheck the APN value: exetel1

- If the error code is 619, delete all the profiles and create a fresh one. Service will work (99% guaranteed).

- Some times when customer tries to plug the devise & the ERROR 633 appears it usually could be due to the USB PORT having problems. It is recommended that a different port be tested.

- If the HSPA modem has not been detected by the computer with different USB ports, it would be better to upgrade the firmware of the USB modem: http://help.optuszoo.com.au/help/wireless/wirelessbroadband/connected/usb

- When the "Device has been disconnected or is Unavailable" Error comes for the HSPA, remove the modem from the USB port and re plug in a different USB port.

- Most of the HSPA connecting issues will be solved once they have entered the APN as exetel1

- When you are installing HSPA software, if it is referring to an authentication SP code. Enter the SP code as BROADBAND in Caps.

- If the following "error 628 " appears its generally due to Window's 7 been used, the way to resolve this problem is try downloading the latest firmware for the HSPA dongle.

- If you have an issue configuring your HSPA usb stick, make sure you enter the APN as "exetel1" not "connect".

- Once I came across a HSPA speed issue and I found out that the GSM frequency was set to GPRS only. The Frequency should be set to "WCDMA preferred", and the "Band", should be set to "All bands", or "automatic".Once the frequency is set to this the speeds will be great.

Mobile

- If the number 121 is dialed to activate the voice mail and a pin number will be required to activate the voice mail. If everything wasn't set up correctly, the phone call will be in a continuous loop.

It's best to contact exetel to resolve this problem.

Modem

- If you experience a slow speed when accessing your office intranet from home or when you try to access any private networks and if you still can access other websites with a relatively good speed, please change your MTU value to something between 1400 – 1450 (the default value should be 1492). This is because of the additional overhead created by VPN connections.

- When a "Netgear modem" is been reset the VPI/VCI needs to be VPI8/VCI35 this can be found via "ADSL settings" with in the modem configuration. This resolve a majority of connecting issues.

Blocked Connection

When a connection is released from been blocked and is still unable to connect on to the internet, it is best to contact Exetel so that we could clear the circuit of the connection.

Blocked page

- I noticed a lot of calls where our customers are unable to load the blocked.exetel.com.au page, i would normally request the modem be reset. Once that has been done the connection would also needed to be cleared from our radius server, this would allow for the blocked page to appear.