Difference between revisions of "Telephone - Support Information"

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(Does exetel staff come to my property to examine the service issue ?)
(How do I set diversion delay for a telephone service?)
 
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== I currently don't have dial tone on my telephone line, how do I fix this? ==
 
== 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.
+
If your telephone has no dial tone, it is recommended that you remove your ADSL modem as well all filters and have a standard corded handset plugged directly to the wall socket and check the dial tone. Also, if there are more that one wall socket present, you need to check all wall sockets for the dial tone.
  
== My phone is getting a lot of static, I have installed filters on my telephone ==
+
If the  problem still persist contact Exetel as we're required to log this case with the supplier.
  
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 calls to certain mobile networks ==
+
== My phone is getting a lot of static, Is it because of the filters installed? ==
  
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.
+
If your telephone is getting a lot of static, it is recommended that you connect only a standard corded telephone handset directly to the wall socket without the filter. If possible try a different standard corded handset as well.
  
 +
If the problem is still persist contact 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 ==
+
 
 +
==Why can't I make telephone calls to certain mobile networks? ==
 +
 
 +
If you 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.
 +
 
 +
 
 +
 
 +
==Why is there static on the telephone every time a cordless phone is plugged in? ==
  
 
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.
 
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.
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== I can't make any calls through my phone, how could I fix this? ==
+
== I can't make any calls through my telephone, how could I fix this? ==
 +
 
 +
If you can not make calls through your telephone, first check if there is dial tone and check for any voice announcements. It is recommended that you connect only 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.
 +
 
  
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 ? ==
 
== How do I access my voice mail ? ==
  
Please click  [[Optus Telephone Features#Voicemail| here]] for Optus
+
Method of accessing voicemail from your telephone would differ based on the supplier of your telephone service. Please visit the appropriate page from the links provided below.
  
== How do I make my phone number a silent number? ==
+
* Telstra PSTN : http://exewiki.exetel.com.au/index.php?title=Telstra_Telephone_Features#MessageBank
 +
* Optus PSTN  : http://exewiki.exetel.com.au/index.php?title=Optus_Telephone_Features#Voicemail
  
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 phone number displayed when I'm calling mobiles? ==
+
== 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 displayed. If you have already requested it when you've applied then there isn't any need to.
+
By default the PSTN number will be listed unless you have requested it not to be. You may request the number to be silent via the secure members facilities or by emailing Exetel support/provisioning.
  
== Why can't I make international calls  when there are no bars/restrictions on the 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 is logged to Optus how long does it take for them to provide an update? ==
+
== How do I make my telephone number displayed when I'm calling mobiles? ==
 +
 
 +
You may request this feature (displaying your telephone number when you are calling mobiles) to be enabled via the secure members facilities or by emailing Exetel support/provisioning.
 +
 
 +
 
 +
 
 +
==How can I block international calls on my telephone service?==
 +
 
 +
To block international calls on your telephone service;
 +
 
 +
* For Telstra Phone services please email [mailto:provisioning@exetel.com.au provisioning@exetel.com.au]
 +
* For Optus Phone services please email [mailto:residentialsupport@exetel.com.au residentialsupport@exetel.com.au]
 +
 
 +
 
 +
 
 +
== Why can't I make international calls  when there are no bars/restrictions on the telephone line? ==
 +
 
 +
 
 +
If you can not make international call 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 on a telephone issue.
 +
 
  
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 ? ==
 
== Does Exetel staff come to my property to examine a telephone service issue ? ==
  
No, the supplier technicians would normally attend to telephone service issues.
+
No,Exetel staff does not come to your property . The supplier technicians would normally attend to telephone service issues.
 +
 
 +
 
  
 
== Are you able to run a line test if my telephone service has problems ? ==
 
== Are you able to run a line test if my telephone service has problems ? ==
  
Yes, you can either do this by calling support or via email.
+
Yes,Exetel can a run a line test if your telephone or ADSL service has problems. You can either do this by calling or emailing Exetel Support.
  
  
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== How long does a line test take? ==
 
== How long does a line test take? ==
  
Normally it takes 5 - 10 minutes.
+
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? ==
 +
 
  
 +
Exetel require 2 line tests to be conducted,
  
 +
1. The line needs to have all your equipment plugged in
  
== Is there anything i need to do on my end when a line test is been done? ==
+
2. All the telephone devises needs to be disconnected from the wall socket, which means no modem, no filters, no telephones or back to base alarms should be plugged in.
  
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 problems quicker? ==
+
== 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.
+
It is recommended to complete the basic testings such as testing an alternate corded handset, check the filters and testing alternate cables prior contacting exetel to resolve a telephone issue.
  
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?==
+
<!--==How do I set diversion delay for a telephone service?==
  
 
If you want to set the diversions to 30secs, you can type the following into the phone and press SEND/DIAL:
 
If you want to set the diversions to 30secs, you can type the following into the phone and press SEND/DIAL:
  
<nowiki>* 61*61016130947**30#</nowiki>
+
<nowiki>* 61*61016130947**30#</nowiki>-->
  
  
 
[[Category:Telephone Services]]
 
[[Category:Telephone Services]]

Latest revision as of 09:00, 29 October 2012

Telephone Services > Telephone - Support Information


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

If your telephone has no dial tone, it is recommended that you remove your ADSL modem as well all filters and have a standard corded handset plugged directly to the wall socket and check the dial tone. Also, if there are more that one wall socket present, you need to check all wall sockets for the dial tone.

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


My phone is getting a lot of static, Is it because of the filters installed?

If your telephone is getting a lot of static, it is recommended that you connect only a standard corded telephone handset directly to the wall socket without the filter. If possible try a different standard corded handset as well.

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


Why can't I make telephone calls to certain mobile networks?

If you 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.


Why is there static on the telephone every time a cordless phone is plugged in?

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?

If you can not make calls through your telephone, first check if there is dial tone and check for any voice announcements. It is recommended that you connect only 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 ?

Method of accessing voicemail from your telephone would differ based on the supplier of your telephone service. Please visit the appropriate page from the links provided below.



How do I make my telephone number a silent number?

By default the PSTN number will be listed unless you have requested it not to be. You may request the number to be silent via the secure members facilities or by emailing Exetel support/provisioning.


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

You may request this feature (displaying your telephone number when you are calling mobiles) to be enabled via the secure members facilities or by emailing Exetel support/provisioning.


How can I block international calls on my telephone service?

To block international calls on your telephone service;


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

If you can not make international call 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 on a telephone issue.


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

No,Exetel staff does not come to your property . 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 or ADSL 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?

Exetel require 2 line tests to be conducted,

1. The line needs to have all your equipment plugged in

2. All the telephone devises needs to be disconnected from the wall socket, 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?

It is recommended to complete the basic testings such as testing an alternate corded handset, check the filters and testing alternate cables prior contacting exetel to resolve a telephone issue.