New Exetel Order

Once your order has been received it is then submitted the following business day to our supplier for qualification. The Qualification process usually takes anywhere between 5-10 working days before our supplier accepts the order. Once this has been finalized you will receive an update with respect to the ordering process. Once confirmed available the order process will take the following steps:

1. Service Delivery Questionnaire (SDQ) is sent customer from the Exetel provisioning team. This questionnaire must be completed and returned to Exetel before a site survey can be scheduled.
2. Designing and planning stage - this is to inform you that our suppliers will be coming on-site to perform a site survey.
3. Installation appointment notification - this is when our suppliers technician will attend your site to install the Network Termination Unit (NTU). Please note, once an NTU has been installed the service will not automatically work as additional testing still needs to be completed by Exetel. If there are any additional costs involved in the installation the customer can choose to proceed with the quote or withdraw the order at no penalty.
4. Provisioning completion advice - this email is sent as confirmation that your service is ready to be used. This email includes WAN IP address details and will be sent on or before the ETA date set by Exetel.
5. Configuration and testing - testing will be carried out on your service and you will be billed once we've confirmed that the service is in full working order.
6. Service is activated.

Once your order has been received it is then submitted the following business day to our supplier for qualification. For renewals on the same speed there is no change to your service, however for upgrades there will likely be an outage, which our team will organize with you in advance of it happening.