Telstra Broadband ADSL problems
Depending or your location, you may have been told that you cannot have ADSL Broadband services in your area. This may or may not be so, and needs some investigation on your part to see if this is actually true. The first step is to go to the link below and see if Telstra Supports your phone number. http://www.telstra.com.au/adsl/ordering/search.cfm You will get an answer that says one of three things 1) Your exchange supports ADSL. You can now apply for a broadband ADSL connection with Telstra BigPond 2) Sorry, you can't get ADSL on this service 3) Stay tuned! Telstra is reviewing ADSL services in this service area.*Whilst we have no current plans to provide ADSL to your area, we are keen to know of the level of any customer interest in your area. If you would like to register your interest with us, we would be happy to record your details and advise you at any future time that we may be extending the ADSL service into your area. You might be surprised to know that none of these messages are necessarily correct. Message number 1, it doesn't necessarily mean that you can get ADSL broadband although in all probability, you can. What they are saying is that they will check and see how far you are from the local exchange and if that exchange has available spare capacity. If you have your application rejected then go to message number 2 Message number 2 is more promising than it appears. What this message means is that a pair gain system is in place that may or may not have line conditioning on it. In short this means that Telstra has not put a copper line all the way to your phone from the exchange and you are sharing your line with others in your surrounding area via a fibre optic cable. There are two ways around this that will more than likely be successful. One is to ring (132200) and order a phone line only on the proviso that you can have ADSL on it and tell the call center that it needs to be copper. Make sure they write that on the order and get the person to assign you a new number and have them check it for ADSL while you are still on the phone. Wait until you get your ADSL connected and then transfer your old number to the copper line and disconnect the other line. Hence you get to keep your old number and you still only pay for one service. The other thing you can do is ring connections (132200) and ask for a transposition. This is the process of having your pair gain and line conditioning removed, but is not always successful. However it saves you having to fork out for another Telstra connection and, if successful, will achieve the same result. The ADSL department in Telstra is 1800 816 655 and if you get the right person on the other end, they should be able to tell you why you have been rejected, and if line conditioning and pair gain is in place. If you want it, make sure you persevere and more than likely you will succeed. Message number 3 Ok, now you are probably out of luck. Ring the ADSL department in Telstra is 1800 816 655 and find out how far you are from the nearest exchange that has ADSL. If it is close (within 4 km), go through the process and try to switch exchanges. You might have to disconnect you current line to get them to do this. They have a department in Telstra called "Telstra Country Wide" that should help you get ADSL in regional area's if it is at all possible. If you get the slightest hint of success don't give up. Other than this, below are some rejection codes that are issued by Telstra XDSL - ALTERNATE PATH NOT FOUND This means that there is no other possible path to qualify for ADSL and is usually received after an attempted transposition to remove an obstacle to ADSL ie Pair Gains System (PGS).
XDSL - INCOMPATIBLE LINE TYPE - NON PSTN This means that the service is not a single copper service, it maybe ISDN.
XDSL - TRANSMISSION LOSS TOO HIGH There is too much noise that interferes with the ADSL signal. This could be caused by a number of factors including distance from exchange, and diameter of the copper path.
XDSL - INCOMPATIBLE LINE TYPE - PRIME LINE HUNT This is related to customers who provide the primary in dial direct dial in number from their PABX/KeyStation hunt group.
XDSL - CUSTOMER HAS PRODUCT WITH ANOTHER PROVIDER This means that there are active ADSL codes from another provider on the line. If the current provider is a member of the Transfer agreement and you have not cancelled your service you may be eligible lower start up costs. Alternatively you will need to cancel the service with the current provider.
XDSL - INCOMPATIBLE INFRASTRUCTURE - LINE CONDITIONING EQUIP This is Telstra equipment that is not compatible with ADSL and at this time no ISP can request to have it removed.
XDSL - ADDRESS/SERVICE NUMBER MISMATCH This occurs because the telephone number and address provided does not match Telstras records. You can contact your provider to confirm your details or alternatively check your application for any possible errors.
XDSL - INVALID SERVICE NUMBER - NON TELSTRA This means that the actual physical service for you phone is not connected to a Telstra exchange. Eg: You have a phone line on the Optus HFC Local Network.
XDSL - TRANSPOSITION UNDERWAY WITH ANOTHER PROVIDER This means that another provider has already requested that an obstacle to be removed and you will be activated through them.
XDSL - INCOMPATIBLE INFRASTRUCTURE - SUB EXCH Your service connects through a sub exchange that is not ADSL compatible.
XDSL - INVALID SERVICE NUMBER - INACTIVE SERVICE The service number you provided is not an active number. If the service is new please contact your provider to ensure that the line is completed and ADSL ready.
XDSL - EXISTING PAIR AT PREMISES - Rejected after a transposition check. Customers chosen DSL Line is incompatible with DSL RIM / PGS etc however customer has another line on premises which is compatible with DSL. For Privacy Reasons Telstra will not inform ISP if line is active and/or what the service number for it is. Customer may need to check with Telstra Retail.
XDSL - DUPLICATE REQUEST - ISP or customer submitted application twice.
XDSL - INCOMPLETE APPLICATION - Your ISP or Telstra made a mistake with the application.
XDSL - NO PRODUCT TO REMOVE/MODIFY - The ISP submitted a request to Telstra to action a line without ADSL.
XDSL - INCOMPATIBLE PRODUCT - ANT1/2 ANT1/2 CONVERSION AVAILABLE This means your line has been split via an ANT-1 box which can be removed to allow possible activation of ADSL.
XDSL - EXISTINGCOPPERPATHATPREMISES - This means that there is a copper path from your premises that can get ADSL. It is recommended that you apply for ADSL with the other physical line from your premises in order to get ADSL.
XDSL - INCOMPATIBLEPRODUCT - This means that there is a service on your line that incompatible with ADSL. This needs to be removed from the line in order for the line to be enabled with ADSL. E.G. You have emergency diversion active on the service.
XDSL - PRODUCT NOT TRANSFERABLE - This means that the current service is currently active with Telstra Internet Direct which cannot be transferred to another ISP at this time using Churn/Fast Transfer. The service has to be cancelled in order to get ADSL on that line.
XDSL - ALTERNATIVEPATH CURRENTLY NOT AVAILABLE - The current line is being checked to see if there is an alternative way to get ADSL on the line, such as searching an alternate copper path and checking to see if the local RIM/Pair Gain system has provisions for ADSL, such as a Mini-Mux. This process can take up to 20 working days to be completed.
XDSL - NO CALL CATCHMENT AREA - There is no DSLAM installed at your exchange.
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