About Exetel Residential Broadband Support (1/1/10)
- How Exetel Support is Different
- How Exetel is responsible for your Exetel Residential Broadband service
- How to contact Exetel for support
- Before you go to the forum or call Exetel
- About the Exetel Forum
- About Calling Exetel
- How Exetel Residential Broadband Service issues are resolved
How Exetel Support is Different
Exetel has Network Engineers that take direct responsibility with your service problem and work with the carrier to ensure the fastest possible resolution to the problem.
Exetel has a very comprehensive user forum which can help you with almost any problem that relates to your service setup an operation, as well as many, many topics that provide helpful advice and solution to problems other users have had with a wide range of issues. Exetel also has comprehensive FAQs and a detailed support WIKI. If your ADSL connection is working you will find that these three toos provide you with answers without having to telephone support.
Exetel Support Engineers can help you with these issues only:
- To fix a problem when there is a fault at the exchange you are connected to, or between your premises and the exchange.
- To fix a problem on the Exetel network that prevents you accessing the Internet.
- To fix a problem with an Exetel service, for example Exetel's email server.
- To represent the interest of all Exetel customers to other network operators and carriers where some problem on a 3rd party network degrades access to the Exetel network.
Exetel Support Engineers can not help you with the setup or operation of your computer, software, email, web page or any other aspect of the configuration and use of your own computer system and Internet access.
In most cases you can get help from the Exetel forum, which has over ten thousand topics providing solutions to just about any problem you are likely to encounter. You do not have to register to browse or search the forum site. You can visit the site now and see first hand the information available to you there - http://forum.exetel.com.au
There are two ways to contact Exetel
- When your service is working log a fault ticket on line at: https://helpdesk.exetel.com.au/
- When your service is not working, call (02) 8030 1000
The first thing you will be asked when reporting a service problem is if you have done an isolation test. Exetel will be unable to assist you any further until an isolation test has been done.
To perform an isolation test, disconnect everything from your ADSL line (including phone, fax, back to base alarm, Foxetel™, filters etc) EXCEPT for the ADSL modem. If once isolated, the problem no longer exists, then you know that one of the devices connected to your line was causing the problem. You can determine which one by connecting them again one by one until the problem starts again.
Please note: it is important you do the test and not just say that you have. If it is later on found that the fault was caused by your equipment or cabling, you may be charged an incorrect fault fee.
The Exetel forum is located here - http://forum.exetel.com.au
The purpose of the Exetel Forum is:
- To provide solutions to common problems. A problem encountered by one customer is likely to be encountered by another at some point, so a solution to the initial problem on the forum may help many people over time.
- To provide notice of known problems, and information about unexpected problems
- To provide advice, help and information beyond the scope of support Exetel is able to provide directly
The Exetel forum is the first place you should go for any support issue. The forum is monitored by Exetel engineers and management as well as Exetel customers who, on a volunteer basis, provide much helpful advice. The average response time to any new post on the forum is around 60 minutes (between 8am and midnight)
If you report a problem on the forum that is specific to you, an Exetel engineer may ask you to email them directly with your circuit and other details so that they can help you directly. The engineer will open a fault ticket for you and give you the fault ticket number for future reference.
When you call Exetel you will be connected to an automated system that will direct your call. You will be able to:
- Log a fault automatically by entering your ADSL line number details. Your fault will be sent directly to an Exetel engineer and the Carrier and the fault resolution process will commence immediately. This is the fastest way to log a service fault and will give you the fastest possible resolution 24 x 7 x 365.
- Talk to an Exetel Engineer between the hours of 8.30 an and 9.30 pm 7 days a week including public holidays who can help you with any problem with your ADSL link that Exetel is responsible for. The engineer will open a fault ticket for you and give you the fault ticket number for future reference. If however your service is working or you have some problem not within the scope of Exetel support, they will politely refer you to the Exetel forum and terminate the call at that point.
Exetel is the intermediary between the carrier that provides the ADSL infrastructure and the end user of the service. Exetel uses qualified engineers that have, or have access to, a great deal of skill and experience to provide the fastest resolution to a service fault.
You should be aware that:
- In some cases the 'fastest' time is much longer than you, or we, would like.
- In most cases, for the most common type of fault, resolution is 'next business day'.
- In some cases, resolution may be 2-3 days, or where further testing is required, 4-5 days.
- In some rare cases resolution has been 2-3 weeks.
For certain fault types you may be asked to perform one or more tests in conjunction with the carrier and Exetel to assist the carrier determine the cause of the fault. You will need to be prepared to be available for up to two hours during business hours if those tests are required.
If you are dissatisfied with the support you have received or some other aspect of the Exetel service, please email email@example.com. Email to complaints goes directly to Exetel senior managers. You will be sent an acknowledgment of your email by the manager that will be investigating your complaint, they will then investigate and send you a response within seven days.
When you email firstname.lastname@example.org you MUST include your fault ticket number or fault details. The investigation can not commence without that information.