What is HSPA/Wireless Broadband?

Q1. What is HSPA/Wireless Broadband?

A. HSPA or High Speed Packet Access is essentially a collection of mobile telephony protocols that allow for improved utilization of the radio bandwidth. You are able to download and browse on the internet at high speed. HSPA is more frequently described as wireless broadband these days.

Q2. How does Exetel provide Wireless Broadband?

A. Exetel provides a wireless broadband service via the Optus wholesale 3G/HSPA mobile network. Exetel provides a USIM and/or USB STICK to provide you access to this.

Speed and Coverage

1. How fast is Wireless Broadband?

A. While the theoretical speed possible is 7.2 mbps down, speeds are dependent on many factors but it is likely that most users will get practical download speeds of 2 mbps – 2.5 mbps in a location with ‘perfect’ conditions. Many Exetel/Optus HSPA users are experiencing speeds greater than these, 4.5 mbps in North Sydney for instance. These speeds will become more common and more widespread as Optus progressively upgrades the network to 7.2 mbps down and over 1 mbps up across Australia.

2. Am I eligible? How can I check?

A. You can check under Service Availability and Coverage Maps on the HSPA section via our website which has a detailed qualification tool to see if you are within coverage.

To check if you are eligible for this service, please call 1300 788 141 and one of our representatives will perform a detailed search based on your address.

3. When i check with Optus the service is available however it’s not seen as available with you. Could you explain why?It’s possible that they just made a mistake, we utilise the same qualification tool but make our own judgment when informing the customer whether or not there’s adequate coverage.

4. If I am in a GPRS(2G) coverage area, will my service still work?

A. Your HSPA service will still work, however the speed of the service will be greatly affected to the point of dial-up like speeds.

5. I am within coverage according to the maps yet I am unable to obtain speeds that what Wireless Broadband can offer, why is this the case?

A. Please be advised that the old E169 and the current E160 USB sticks that Exetel provide support both the 2100MHZ and 900MHZ frequencies for HSPA. Regional areas with a different shade of orange depict the 900MHZ range only that can be captured for HSPA use provided you have the supported hardware.

Ordering and Installation/Set-up

1. How long does it take to receive my USM and/or USB stick?

A. Provided there are no impediments, the average time between submission and delivery is approximately 4 working days.

2. How long does it take to activate my Wireless Broadband service?

A. Once you have received your package, you can log into your newly created user facilities to activate. New services take approximately 15 mins to activate.

3. My SIM/Modem has arrived but there is no sign of my Yagi Antenna?

- The Yagi antennas are placed as a separate order, generally you will receive the YAGI 1-2 days after receiving your SIM/Modem.

4. Do you support with the instalment of the Yagi antenna?

We do not support instalment of the Yagi Antennas.

5. I placed an order for a service without ordering a modem. But now I wish to order a modem as well!

You have 2 options:
-Option 1contact Exetel to have the application withdrawn and resubmit another one which includes the modem
- Option 2, wait for the SIM only service to be activated and login to the member’s facilities and make a purchase there.

6. I Wish to change my HSPA plan but members facilities do not allow for that. How can I change my plan?

- The member’s facilities does allow plan changes, and is the only way to change your plan.To change your plan, log into your members facilities, on the left hand side menu click on “HSPA”, then “Change Plan”.

7. I applied for a plan change, when will it take effect?

- Plan changes take effect on the 1st day of the following month.

Modems

1. Is the modem locked/ unlocked?

- The modems Exetel sells are not locked.

2. Can I use an Optus modem?

- Yes an Optus HSPA modem can be used with an Exetel SIM.

3.Do your modems support 64 bit OS’s?

- Please check the hardware comparison table on the Exetel website – http://www.exetel.com.au/hspa-hardware-compare.php

SIMS

1. My SIM card is locked how can I obtain the PUK code to unlock my HSPA SIM?

You will need to contact Exetel provisioning via e-mail (provisioning@exetel.com.au) or over the telephone then we will be able to provide the PUK code.

2. Can I use a different SIM card (unused or obtained from another provider) to activate my HSPA service?

- This cannot be done, another provider’s SIM cannot be used.

3. I lost my HSPA SIM, how can I obtain a replacement SIM card?

- Contact Exetel provisioning either by email on residentialsupport@exetel.com.au or phone 1300 788 141 to advise.

4. Can I use my existing SIM?

- No

Wireless Broadband Mobile Plans

1. I want to use Wireless Broadband on my handset? Will my handset work on it?

A. For HSPA compliant handsets, we have provided a current list of HSPA handsets here; http://www.exetel.com.au/residential-hspa-compatibility.php

2. My Handset is not on the list, can it still work?

A. We advise to use compliant handsets; however, if you do wish to use your current handset you will have to make sure it is a 3G, 2100MHZ UTMS supported handset. Non-HSPA phones speeds are also slower (approximately 200-384Kpbs). Use with caution.

3. How do I make/receive calls if I use my HSPA USIM in my handset?

A. Upon activation you will be given a mobile number to receive incoming calls and SMS. Outgoing calls can be made via VOIP services which you can order with Exetel upon activation.

4. Can I port my HSPA number to an Exetel mobile service?

Yes you can port HSPA numbers to Exetel mobile services, in order to do that you will need to place a mobile port application with us using your HSPA mobile number.

5. I Applied for a mobile number porting to HSPA how long will it take for the porting?

- Porting from an Optus service to Exetel can take up to 24hrs.
- Porting from another carrier (Telstra, Vodafone etc) could take up to 45 minutes.

6. I Wish to port my HSPA number over to a different provider, how can I obtain my A/C number?

- Contact Exetel provisioning either by email or phone.

7. How do I set up my HSPA sim for the Iphone?

- Please contact Apple for these directions.

8. Can I send MMS on WMA & WMB plans?

- No, not at this stage.

Troubleshooting

1. I keep getting error 619 how do I get that fixed?

This is normally due to incorrect APN being entered, please double check that the APN is set correctly.

2. The internet keeps dropping out, the light changes between blue and green. What should I do?

1. Test the service at a different location, another room etc. It’s possible that the signal is just poor where the connection is being used
2. Try forcing the modem to connect at WCDMA only, this can be done via “tools” > “Options” > “Network” and select WCDMA only under “Network Type”.
3. Contact Exetel support for further troubleshooting