Telephone - Support Information

I currently don't have dial tone on my telephone line, how do I fix this?

It is recommended that you isolate the telephone, remove your ADSL modem as well all filters and have a standard corded handset plugged directly to the wall socket.

My phone is getting a lot of static, I have installed filters on my telephone

To check if it's a filter problem it is recommended that you isolate the telephone, remove your ADSL modem as well all filters and have a standard corded handset plugged directly to the wall socket. If possible try a different standard corded handset.

If problems persist contact Exetel as we're required to log this case with the supplier.

I can't make telephone calls to certain mobile networks

Make 3 sample calls to each network that has problems and record the number, time and any announcements on the line. Once that has been done email Exetel as we're required to log this case with the supplier.

Every time a cordless phone is plugged in there is static on the telephone

Cordless phones tend to have higher frequency than standard corded hand sets. It is recommended that it is not to be used or filtered properly.

I can't make any calls through my telephone, how could I fix this?

First check if there is dial tone and check for any voice announcements. It is recommended that you isolate the telephone, remove your ADSL modem as well all filters and have a standard corded handset plugged directly to the wall socket. If the problem still persists, Contact Exetel Support.

How do I access my voice mail ?

Please click here for Optus

How do I make my telephone number a silent number?

It is recommended that you email Exetel suppport/provisioning and advise them that you wish for your number to be silent. However by default it should already be enabled if you have requested your number to be displayed.

How do I make my telephone number displayed when I'm calling mobiles?

It is recommended that you email Exetel suppport/provisioning and advise them that you wish for your number to be displayed. If you have already requested it when you've applied then there isn't any need to.

Why can't I make international calls when there are no bars/restrictions on the telephone line?

Please inform Exetel via email so that we could check our systems, if there isn't any bars on our systems, a case will be logged to the supplier.

When a case on a telephone issue is logged to Optus how long does it take for them to provide an update?

Generally it would take 24 - 48hours for Optus to provide an update to a logged case.

Does Exetel staff come to my property to examine a telephone service issue ?

No, the supplier technicians would normally attend to telephone service issues.

Are you able to run a line test if my telephone service has problems ?

Yes,Exetel can a run a line test if your telephone service has problems. You can either do this by calling or emailing Exetel Support.

How long does a line test take?

Normally a line test takes 5 - 10 minutes.

Is there anything I need to do on my end when a line test is been done?

2 line tests are required:

1. the line needs to have all your equipment plugged in 2. the line needs to be isolated completely, which means no modem, no filters, no telephones or back to base alarms should be plugged in.

What do I need to do to assist exetel to resolve telephone problems quicker?

Exetel needs to run certain line test in order to determine the problem.

2 line tests are required: 1) the line needs to have all your equipment plugged in 2) the line needs to be isolated completely, which means no modem, no filters, no telephones or back to base alarms should be plugged in.

How do I set diversion delay?

If you want to set the diversions to 30secs, you can type the following into the phone and press SEND/DIAL:

* 61*61016130947**30#