Telephone - Support Information

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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.