FAQ's
  ADSL:2 Standalone FAQ's |
- Q.1 - How long does it take to get on ADSL2+ only?
A: Average time currently is 14 – 16 days. - Q.2 - Is there any downtime?
A: No, provided the ADSL service is connected to Telstra infrastructure then you will remain connected before you move to ADSL2 only on the scheduled appointment day. - Q.3 - I am on ADSL with another provider but my phone is through Telstra. Can I get it?
A: As long as the ADSL service is connected to the Telstra infrastructure then it will go through. If the ADSL is connected through SSS (to another companies exchange equipment) then this is not a service that can be transferred, the ADSL will have to be canceled first before the application can be processed. - Q.4 - I have a complex service on my line, can I still get ADSL2+ ?
A: Simple answer – no. You would have to contact Telstra on 132200 and request to have this removed. Examples include fax-duet, rotary function and secondary numbers on the primary line. - Q.5 - What if I don't have my Telstra account number?
A: We can not process the application with out it. If you submit the application with the incorrect account number then the application will be rejected, and a new application will have to be submitted with the correct account number which could lead to further delays in getting the ADSL2+ activated. - Q.6 - My Phone line is provided by another company, can I still apply?
A: The customer will need to check who they are with, the following companies are known to use their own phone equipment: Optus, AAPT,IINET. If they are on the company's own equipment then the application will be rejected. - Q.7 - What happens to my phone service once the order is completed? I only want an internet service
A: Once the port-in process is complete, Exetel will remove all telephony services from the line within 48 hours from the activation date. The telephone number will be cancelled, no calls can be made or received and the line will service ADSL2 only. - Q.8 - I am moving into a new place, can I order a clean ADSL service only without the telephone service component?
A: No. You must activate the telephone line with Telstra first. Once this is done, we commence port in and full ownership of the line where we can then cancel the telephone service freely. - Q.9 - If I have ADSL + telephone and the telephone component is removed, what happens to the telephone number? Does it still “belong” to the line?
A: No. The telephone number will become inactive and withdrawn from the line. It is then 'handed back' to Telstra in a special non-transferable pool for a period of time. - Q.10 - Can I install the telephone component on an ADSL only service, at a later date?
A: You can install the telephone component back on the line either through Exetel directly or through another provider at a later date. Your DSL service should still remain operable in such an event. - Q.11 - What happens if I'm not currently with Telstra for line rental, but have my service on the same infrastructure you provide for the naked ADSL2 service?
A: In these special cases, we can process these as 'churn' requests. This generally takes approximately 2 business days to complete. You should remain connected to your current ADSL/ADSL2 service (if you indeed have a service on the same infrastructure) until the churn is complete. Please note once we have confirmed completion, you MUST then call your previous line rental provider and request to cancel the telephony portion only with them.
| ADSL:2 Bundled Services FAQ's |
A: General provisioning time is approximately 16 days
A: No, provided the ADSL service is connected to Telstra infrastructure then you will remain connected before you move to ADSL2 only on the scheduled appointment day.
A: As long as the ADSL/ADSL2 service is connected to Telstra infrastructure then it will go through. If the ADSL/ADSL2 is connected through SSS (In other words, your ADSL/ADSL2 service is connected to their own/NON-Telstra equipment) then this is not a service that can be transferred, the existing ADSL/ADSL2 will have to be canceled first before the application can be processed. Contact your ADSL carrier to verify.
A: Simple answer – no. You would have to contact Telstra on 132200 and request to have this removed. Examples include fax-duet, rotary function and secondary numbers on the primary line.
A: We can not process the application with out it. If you submit the application with the incorrect account number then the application will be rejected, and a new application will have to be submitted with the correct account number which could lead to further delays in getting the ADSL2+ activated.
A: The customer will need to check who they are with, the following companies are known to use their own phone equipment: Optus, AAPT,IINET. If they are on the company's own equipment then the application will be rejected.
A: Once the port-in process is complete; Exetel will then begin the process of activating the telephone and ADSL2. The ADSL2 should be active on the day of scheduled activation. The telephone service can take up to 48 hours before it is fully operational however incoming calls should work upon cut-over.
A: No. You must activate the telephone line with Telstra first and make sure the telephone line is fully operational. Once this is done, we commence port in and full ownership of the line where we can then take over the telephone service and add ADSL2 thereafter
A: Yes, this can be done via your user facilities and would take effect on the 1st business day the following month. Your ADSL2 would remain active the entire time if you wished to do this later. Charges can apply, read the user facilities upon doing this for more details.
A: In these special cases, we can process these as ‘churn’ requests. This generally takes approximately 2 business days to complete. You should remain connected to your current ADSL/ADSL2 service (if you indeed have a service on the same infrastructure) until the churn is complete
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