Page 1 of 1

NetComm N600 No NBN Connection (NB16WV-02)

Posted: Sat Nov 14, 2015 5:05 pm
by Wadd
Have not been able to get our new NetComm N600 modem to connect to NBN fibre and the internet even after calling Exetel Helpline twice and finding no N600 instructions. Was able to connect UNI-D1 NBN port direct to comptuer and then connect to NBN and internet only after adjusting Control Panel > Network & Internet > Network Sharing > Connections > Add Broadband ppp0e Connect, then modifying primary DNS to 8.8.8.8 and Secondary DNS to 220.233.0.4 which got me onto the internet. Honestly, I don't know why this just didn't happen automatically. At another property, we have a NetComm N300 with TPG and it connected to everything without a hitch.

However, when plugging the NBN UNI-D1 cable into the WAN port of NetComm N600, it doesn't communicate at all to the NBN. Status shows no fibre data service. The N600 connects wirelessly OK to the computer and other devices in its range, but no internet. Exetel Help guy said it must be a faulty modem, so I have to contact NetComm next week. BUT, it was supplied by Exetel so I'm hoping to get some answers here before I waste another couple of days, even weeks, unnecessarily returning a brand new modem which may actually be OK. Even NetComm's automated phone help service does not include their latest N600 modem! The Modem Setup Guides Help sticky here also does not cover the N600 which also has NB16WV-02 on its Quick Start Guide (which relies on the N600 First Time Setup Wizard connecting to NBN fibre automatically via ADSL Connection Type selected and the Exetel UN and PW entered).

1. Has anyone got an answer, or instructions, for ensuring the NetComm N600 setup actually works for getting the internet happening?
2. Once the modem successfully talks to the NBN fibre, will the phone line port need any special configuring for the Exefone service or will that just happen automatically?

Thank you to anyone who can help me.

Re: NetComm N600 No NBN Connection

Posted: Sat Nov 14, 2015 11:16 pm
by NIrmitha
Hi Wadd,

Please email your service number to 'residentialsupport@exetel.com.au' for further investigation.

Cheers!

Re: NetComm N600 No NBN Connection

Posted: Sun Nov 15, 2015 5:24 pm
by Wadd
Thank you for your reply. OK have sent an email off with the service number (which I'm guessing is the NBN Fibre Member Name) and not the Modem user name, not the Exetel forum username and not my previous ADSL Service Number prior to upgrading to NBN service. So many user member names, even that is confusing! Surely you already have my service number because it links to my member name for accessing this forum? The service number is used to log in so it exists in my forum member account which you have access to. Just another step which has probably wasted another day trying to get help. I've also supplied all the info here in the email.

BTW, when you provide an email address link, please ensure it is clean. The one you provided contained an errant apostrophe which meant the original did not go thorough and I had to resend the whole email after finding out why. I already wasted half a day and a 150km round trip dealing with this failed modem setup. Let's hope everything can be resolved via one more communication or at the very max two.

Re: NetComm N600 No NBN Connection

Posted: Sun Nov 15, 2015 6:29 pm
by Wadd
Am currently on the phone with Tech Support and they want me to contact NetComm about the modem not being able to connect. This is a breach of the Consumer Act. I bought the modem direct from Exetel and my dealings are with you. You have to supply me with a product that works and does not fail upon its direct supply. It has not functioned at all, therefore it is dead on arrival and must be replaced with a new one. Please provide me with pickup instructions and tell me when a new modem will be dispatched. Until I get a new modem that works I can not make use of the internet service at all.

One last try with this modem to check after setting config manually. This time the Help people gave me different options for set-up. When I asked for straight-forward instructions in writing there are none. If you sell 2 modems, the least you can do is have basic instructions dealing with manual setups which do not connect automatically.

Re: NetComm N600 No NBN Connection

Posted: Sun Nov 15, 2015 8:09 pm
by Kaushalya
Email has been sent to you via the reference 9627877. Let us know if you still have issues.

Re: NetComm N600 No NBN Connection

Posted: Mon Nov 16, 2015 1:17 am
by Wadd
Modem now works as it should. The modem was not faulty. This time Exetel Tech Support gave me the correct manual config settings. Hopefully if you are reading this because your N600 failed to connect, Exetel will have available instructions on how to configure it manually.

Other things learnt from this experience -
1. You can't get through to Tech Support with an old phone because the Exetel phone numbers go through a computer service relying on a push button 1, 2 etc.. response. If it fails to detect the customer pressing a button, it just drops your call completely.
2. The Tech Support too quickly blamed the NetComm modem and expected me to contact NetComm which I refused. Exetel sold me the modem. I bought one of two modems they offered thinking I'd have a smooth setup. Under the Consumer Act, if a product arrives faulty, then it has to be replaced with one that actually functions. Seemed as though the fourth Tech Support person knew the solution how to check for manual modem config. I wish I had got him to start with.
3. Tech Support refused to phone me back on two occasions saying they have no out bound calling ability yet did so on one occasion when it was convenient to them. This is very poor and not the way my company handles my customers.
Maybe things will improve and this won't happen to others because I took the time to write about my experience here. Maybe someone from Exetel will write below that they will put things in place to make sure these failures don't affect others in future. Now that would make me feel like it wasn't all a waste of time.

Re: NetComm N600 No NBN Connection

Posted: Mon Nov 16, 2015 2:40 am
by altaafa
Wadd wrote:Modem now works as it should. The modem was not faulty. This time Exetel Tech Support gave me the correct manual config settings. Hopefully if you are reading this because your N600 failed to connect, Exetel will have available instructions on how to configure it manually.

Other things learnt from this experience -
1. You can't get through to Tech Support with an old phone because the Exetel phone numbers go through a computer service relying on a push button 1, 2 etc.. response. If it fails to detect the customer pressing a button, it just drops your call completely.
2. The Tech Support too quickly blamed the NetComm modem and expected me to contact NetComm which I refused. Exetel sold me the modem. I bought one of two modems they offered thinking I'd have a smooth setup. Under the Consumer Act, if a product arrives faulty, then it has to be replaced with one that actually functions. Seemed as though the fourth Tech Support person knew the solution how to check for manual modem config. I wish I had got him to start with.
3. Tech Support refused to phone me back on two occasions saying they have no out bound calling ability yet did so on one occasion when it was convenient to them. This is very poor and not the way my company handles my customers.
Maybe things will improve and this won't happen to others because I took the time to write about my experience here. Maybe someone from Exetel will write below that they will put things in place to make sure these failures don't affect others in future. Now that would make me feel like it wasn't all a waste of time.
Hi. We are please to hear that the connection is working fine. We value your feedback and will escalate this matter with our management to improve the quality of our customer service. We apologise for the inconvenience the service has caused.

Re: NetComm N600 No NBN Connection

Posted: Mon Nov 16, 2015 10:01 am
by Wadd
Good, thank you.

Add to the escalation the following:

I got 5 different emails, yes... 5 DIFFERENT emails, sent to me covering how to set up VOIP from support@exetel.com.au . When I sent a reply last night asking for the instructions to be consolidated into one set of procedures as well as asking why the number I applied for porting over a week ago is not mentioned, I get a bounced notification telling me the email failed on delivery. See below.

Why do emails to your support email address fail like this?

So This morning I have resent it to residentialsales@exetel.com.au. I then got an automated response: Your ticket number is - #9628875#

Reporting-MTA: dns; mail15.tpg.com.au
Received-From-MTA: DNS; 14-203-48-88.tpgi.com.au
Arrival-Date: Mon, 16 Nov 2015 01:02:17 +1100

Final-Recipient: RFC822; support@exetel.com.au
Action: failed
Status: 5.4.1
Remote-MTA: DNS; exetel-com-au.mail.protection.outlook.com
Diagnostic-Code: SMTP; 550 5.4.1 [support@exetel.com.au]: Recipient address rejected: Access denied
Last-Attempt-Date: Mon, 16 Nov 2015 01:02:31 +1100

Re: NetComm N600 No NBN Connection

Posted: Mon Nov 16, 2015 2:04 pm
by angelos
Wadd wrote:Good, thank you.

Add to the escalation the following:

I got 5 different emails, yes... 5 DIFFERENT emails, sent to me covering how to set up VOIP from support@exetel.com.au . When I sent a reply last night asking for the instructions to be consolidated into one set of procedures as well as asking why the number I applied for porting over a week ago is not mentioned, I get a bounced notification telling me the email failed on delivery. See below.

Why do emails to your support email address fail like this?

So This morning I have resent it to residentialsales@exetel.com.au. I then got an automated response: Your ticket number is - #9628875#

Reporting-MTA: dns; mail15.tpg.com.au
Received-From-MTA: DNS; 14-203-48-88.tpgi.com.au
Arrival-Date: Mon, 16 Nov 2015 01:02:17 +1100

Final-Recipient: RFC822; support@exetel.com.au
Action: failed
Status: 5.4.1
Remote-MTA: DNS; exetel-com-au.mail.protection.outlook.com
Diagnostic-Code: SMTP; 550 5.4.1 [support@exetel.com.au]: Recipient address rejected: Access denied
Last-Attempt-Date: Mon, 16 Nov 2015 01:02:31 +1100
The reason this would have failed is because the email has been sent to support@exetel.com.au where you should be emailing residentialsupport@exetel.com.au in order to reach residential support.

Apologies for the inconvenience caused.

Re: NetComm N600 No NBN Connection

Posted: Mon Nov 16, 2015 3:57 pm
by Wadd
angelos wrote:
Wadd wrote:Good, thank you.

Add to the escalation the following:

I got 5 different emails, yes... 5 DIFFERENT emails, sent to me covering how to set up VOIP from support@exetel.com.au . When I sent a reply last night asking for the instructions to be consolidated into one set of procedures as well as asking why the number I applied for porting over a week ago is not mentioned, I get a bounced notification telling me the email failed on delivery. See below.

Why do emails to your support email address fail like this?

So This morning I have resent it to residentialsales@exetel.com.au. I then got an automated response: Your ticket number is - #9628875#

Reporting-MTA: dns; mail15.tpg.com.au
Received-From-MTA: DNS; 14-203-48-88.tpgi.com.au
Arrival-Date: Mon, 16 Nov 2015 01:02:17 +1100

Final-Recipient: RFC822; support@exetel.com.au
Action: failed
Status: 5.4.1
Remote-MTA: DNS; exetel-com-au.mail.protection.outlook.com
Diagnostic-Code: SMTP; 550 5.4.1 [support@exetel.com.au]: Recipient address rejected: Access denied
Last-Attempt-Date: Mon, 16 Nov 2015 01:02:31 +1100
The reason this would have failed is because the email has been sent to support@exetel.com.au where you should be emailing residentialsupport@exetel.com.au in order to reach residential support.

Apologies for the inconvenience caused.
Well then, is Exetel stupid for sending me an email from support@exetel.com.au that can not accept replies?

Plus I'm still waiting for a reply with answers.

Re: NetComm N600 No NBN Connection

Posted: Mon Nov 16, 2015 4:35 pm
by angelos
Wadd wrote:Well then, is Exetel stupid for sending me an email from support@exetel.com.au that can not accept replies?

Plus I'm still waiting for a reply with answers.
Do you have a ticket number or a topic of the email so I can check on this further? All e-mails we send are from residentialsupport@exetel.com.au and if you received one from support@exetel.com.au we will need to investigate it.

Looking at all the emails, I do not see any that has been sent from support@exetel.com.au

Re: NetComm N600 No NBN Connection (NB16WV-02)

Posted: Sun Nov 22, 2015 10:52 am
by Wadd
Cast your eyes over the emails below and you'll see I was getting emails from 5 different Exetel email sources, including support@exetel.com. Please note that this selection of emails do not represent all of them I have received in my quest to get my connection up and running. Customers who feel lost within a system which feels dysfunctional need someone with collective responsibility. It would have been nice to have ONE person dealing with us all the way. This doesn't mean that person has to know everything, but it means that one person deals with us all the time until the job is completed satisfactorily and gets a more knowledgeable person on board in a 3-way when they don't have an answer. Calling a customer back when they ask would also be a good thing to do but I was denied that by a technician saying, "We don't have outbound call ability" - honestly, such a thing stated by an internet/telephone company?! Plus it breached point 2 of your first email to me which stated, "2. If there is a problem we will contact you to discuss the situation and what we need to do to deliver your broadband service."

Finally, the VOIP connected without a hitch after receiving the instructions once our N600 modem router was finally communicating with the fibre connection and the internet was online. However, our old number is still not ported so, once we get an email confirming our old phone number is ported, we have to change the N600 modem router config settings to the ported phone number in place of the number Exetel gave us. Once that is done, we're finished.

-----------------------------------------------------------------------------------------------------------------------------------
-----Original Message-----
From: Exetel Provisioning Team [mailto:provisioning@exetel.com.au]
Sent: Tuesday, 17 November 2015 8:35 AM
To: xxxxxxxxxxxxxx
Subject: Re: [Provisioning #9628875] Setup Problems Spanning Several Days

Hi Nxxx,

Thank you for your e-mail.

Please be advised that this will take approximately 10-15 business days to complete the port order.

Once this is done we will notify you via email with the completion notice and the VoIP settings.

Thank you,
Anuranga Fernando
Provisioning Executive

Exetel Pty Ltd
Ph: 0280301000 (Option 3)
Fax: 0280302100
http://www.exetel.com.au

Hey, we like to ‘Get Things Done’ but sometimes little things can go astray. Like emails. This email may contain confidential information. If you received it accidentally please let the sender know and delete it. No contractual obligations for pricing or any services will arise until we sign a formal written contract or formal variation to your existing contract.


--------------------------------------------------------------------------------------------------------------------------------------
-----Original Message-----
From: Exetel Sales [mailto:residentialsales@exetel.com.au]
Sent: Monday, 16 November 2015 4:21 PM
To: xxxxxxxxxxxxxx
Subject: Re: [Exetel Sales #9628875] Setup Problems Spanning Several Days

Hi Nxxx,

Kindly note that your query has been forwarded to our provisioning team.

They will provide you with the requested information and assist you further.

Thanks

Kind Regards,
Zara Weerasinghe
Business Development Executive – Residential, SMB and Partner Services

-------------------------------------------------------------------------------------------------------------------------------------
-----Original Message-----
From: Exetel Sales [mailto:residentialsales@exetel.com.au]
Sent: Monday, 16 November 2015 3:58 PM
To: xxxxxxxxxxxxxx
Subject: Re: [Exetel Sales #9628875] Setup Problems Spanning Several Days

Hi Nxxx,

Kindly note according to records it seems like this porting order is still pending.

If you need more information please email Exetel provisioning on provisioning@exetel.com.au or contact them on (02) 8030 1000 Option 3

Thank You,

Zara Weerasinghe
Business Development Executive – Residential, SMB and Partner Services

--------------------------------------------------------------------------------------------------------------------------
-----Original Message-----
From: Exetel Support [mailto:support@exetel.com.au]
Sent: Sunday, 15 November 2015 9:39 PM
To: xxxxxxxxxxxxxxxxxx
Subject: Activation of Exetel VOIP Service

Dear: MR Nxxxxxxxxxxxxxxxxxxx

Following is the information you will need to configure and connect to the Exetel VOIP service.

To use Exetel VOIP service, you will need a telephone number and password and these are:

Telephone number = 08xxxxxxxxx

Password = xxxxxxxxxxxxxx (The password is case sensitive)

If you are using Netcomm V100, this link is the setup instruction.

http://www.exetel.com.au/files/VOIP_Setup.pdf

If you are using Exetel Softphone, this link is the setup instruction.

http://www.exetel.com.au/files/softphone.pdf

If you have your own preferred softphone/hardware, you should use the settings below.

SIP server =

SIP Port = 5060

Codec = G729

Packet Size = 20msec

Exetel VoIP Admin

Ph: 02 8030 1000

Fax: 02 8030 2100

www: http://www.exetel.com.au



------------------------------------------------------------------------------------------------------------------------
-----Original Message-----
From: Exetel Support [mailto:support@exetel.com.au]
Sent: Sunday, 15 November 2015 7:37 PM
To: xxxxxxxxxxxxxxx
Subject: Activation of Exetel VOIP Service

Dear: MR Nxxxxxxxxxxxxxx

Following is the information you will need to configure and connect to the Exetel VOIP service.

To use Exetel VOIP service, you will need a telephone number and password and these are:

Telephone number = xxxxxxxxxxxx

Password = xxxxxxxxxxxxx (The password is case sensitive)

If you are using Netcomm V100, this link is the setup instruction.

http://www.exetel.com.au/files/VOIP_Setup.pdf

If you are using Exetel Softphone, this link is the setup instruction.

http://www.exetel.com.au/files/softphone.pdf

If you have your own preferred softphone/hardware, you should use the settings below.

SIP server =

SIP Port = 5060

Codec = G729

Packet Size = 20msec

Exetel VoIP Admin

Ph: 02 8030 1000

Fax: 02 8030 2100

www: http://www.exetel.com.au


------------------------------------------------------------------------------------------------------------------
-----Original Message-----
From: Exetel Residential Technical Support [mailto:residentialsupport@exetel.com.au]
Sent: Sunday, 15 November 2015 5:03 PM
To: xxxxxxxxxxxxxxxxxxx
Subject: Re: [Exetel Residential Technical Support #9627877] NetComm N600 No NBN Connection

Dear Customer,

Your ticket number is - #9627877#

Please take the time to read through the below as to what Exetel is able to provide you assistance with.

Exetel Technical Support Engineers can help you with these issues only:

- To fix a problem when there is a service issue 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

To follow up on the fault that has now been logged, you can contact eXeTeL Technical Support on:

02-8030-1000 or 1300-788-141

When speaking to a technical support agent, please quote your ticket number as mentioned above.

If your email relates to a complaint and fall under any of the following criteria, please email complaints@exetel.com.au directly.

(a) If you are currently undergoing any Financial Hardship as defined at http://help.exetel.com.au/pdf_files/Exe ... 8-2012.pdf

(b) If your service is inadvertently disconnected by a mistake attributed to Exetel

(c) If you are a Priority Assistance Customer (please note that Exetel does not offer or approve priority assistance services due to limitations as a retailer. The priority assistance waiver is accepted by the customer at the time of application submission.

Exetel Technical Support

Exetel Pty Ltd

Exetel has exercised care to avoid errors in the information contained in this Email but does not warrant that the information is error or omission free. The information (including any pricing information) contained in this Email is subject to change. This Email is not a quotation or proposal and is not intended to be legally binding on Exetel. No contractual obligations arise until you and Exetel complete a formal written contract or formal variation to your existing contract. Any pricing contained in this Email is inclusive of GST unless otherwise stated.

PRIVACY POLICY: Exetel respects your privacy, and we will only reveal, discuss, or transact with the owner of the service(s) via e-mail or telephone once we are satisfied we have identified the person who is seeking information. If for any reason any other person(s) wishes to enquire on a service that they are not the owner of, we will not discuss any matters with them. Exetel's Privacy policy is not negotiable under any circumstances, except for urgent or vital situations as described in the relevant Federal legislation (Privacy Act).

DISCLAIMER: This email message and accompanying data may contain information that is confidential and subject to privilege. If you are not the intended recipient, you are notified that any use, dissemination, distribution or copying of this message or data is prohibited. If you have received this e-mail in error please notify us immediately and delete all material pertaining to this e-mail.

------------------------------------------------------------------------------------------------------------
From: Exetel [mailto:do-not-reply@exetel.com.au]
Sent: Saturday, 14 November 2015 10:51 PM
To: xxxxxxxxxxxxx
Subject: Important Notice: Your Exetel monthly bill

Important Notice: Your Exetel monthly bill




Your Customer Number : 29xxxx
Your Invoice Number: 547xxxxx

Hi Nxxx,
Your new Exetel bill is attached and will be paid by direct debit from your nominated bank account or credit card on 30 Nov 2015.
Total due Due date
$45.00 30 Nov 2015

If you have problems understanding your invoice please click here. Or you can view and pay your bill and manage your account by logging onto My Exetel.

Regards
The Team at Exetel








The contents of this email are strictly confidential. If you are not the intended recipient, any use, disclosure or copying of this email (including any attachments) is unauthorised and prohibited. If you have received this email in error, please notify Exetel immediately and then delete the message from your system.
Privacy
Your privacy is important to us; you can view Exetel's Privacy statement here.

Copyright © 2014 Exetel, All rights reserved.
You are receiving this email because you opted in at our website. Connect with Us

------------------------------------------------------------------------------------------------------------------------
From: do-not-reply@exetel.com.au [mailto:do-not-reply@exetel.com.au]
Sent: Monday, 19 October 2015 6:44 PM
To: xxxxxxxxxxxxxxxx
Subject: Exetel Order Confirmation (Customer Reference: 298996)

Welcome to your new Exetel service







Hi Nxxx,

Thanks for choosing Exetel fibre broadband.


Attached are some important documents about your new service with us.
Should you need to contact us for any reason it will speed things up if you can let us know the following:

Your Customer Number : 29xxxx
Your Order Reference Number: F1912xxxx


Next steps in activating your service are:
1. We will organise a check to determine whether your address can be used to supply a broadband service.
2. If there is a problem we will contact you to discuss the situation and what we need to do to deliver your broadband service. Please be aware that technical issues can prevent a small number of orders from being completed.
3. If your line check is successful we will contact you and let you know the scheduled activation date of your service. We will also send you a modem if you have ordered one. You can follow the status of your service activation anytime you wish at My Exetel.

4. On activation day we will contact you letting you know your service is active. We will also debit your credit card or bank account for:
1. broadband activation charge.
2. pro rata first month charge for your service based on the date activated to the end of the billing cycle.
3. Note: modem and freight costs will be debited 2 days before activation day.




You will be able to use your current broadband and phone service until we transfer your service to Exetel. You will also receive regular updates on the progress of your application via email and SMS. If you have any questions or would like more information please contact us at any time on 1300 788 141.



Welcome to Exetel.
Regards
The Team at Exetel









Copyright © 2014 Exetel Pty Ltd, All rights reserved.


Connect with Us

Re: NetComm N600 No NBN Connection (NB16WV-02)

Posted: Sun Nov 22, 2015 5:49 pm
by Kumudh
Hi Wadd,

Apologies for the inconvenience caused.

The email issue will be raised with our management.

Re: NetComm N600 No NBN Connection (NB16WV-02)

Posted: Mon Dec 07, 2015 1:42 pm
by Wadd
Thank you Kumudh. While you're at it, can you check to see why we are still waiting for advice on our phone number porting? It's been over 4 weeks since we applied and I was promised notification with config settings as per this email below but nothing yet has come through. So I don't know what is going on with this. Seems like no collective responsibility at all. I have also sent an email this morning to residentialsupport@exetel.com.au asking for someone to find out what is going on.

On Sat, 21 Nov 2015, residentialsupport@exetel.com.au wrote:
> Dear NXXX,
>
> Kindly be advised that when your number is ported in, you will be sent
> an email with the new configurations that would need to be entered
> into the modem. Therefore, yes the current configurations will need to
> be changed once you receive the new details.
>
> Regards,
>
> Nathan Som
> Network Support Engineer
> Exetel Technical Support
> Exetel Pty Ltd
> http://www.exetel.com.au
> Online Support! http://www.exetel.com.au/exetel_support.php

Re: NetComm N600 No NBN Connection (NB16WV-02)

Posted: Mon Dec 07, 2015 5:39 pm
by Kumudh
Wadd wrote:Thank you Kumudh. While you're at it, can you check to see why we are still waiting for advice on our phone number porting? It's been over 4 weeks since we applied and I was promised notification with config settings as per this email below but nothing yet has come through. So I don't know what is going on with this. Seems like no collective responsibility at all. I have also sent an email this morning to residentialsupport@exetel.com.au asking for someone to find out what is going on.
Hi Wadd,

Our provisioning team has looked into this issue and replied to you via 9625198. They have advised that the port has been accepted & should be completed by the end of the week 8)