Once you have ordered a mobile service from our website, your details are entered in our database. The same day, we post the SIM out to you. If you are in the Sydney metropolitan area, this should take just one business day. To other areas of Australia, it may take 2-3 business days.
If you have ordered a new mobile service, you had the option of choosing a new mobile number. A letter is sent to you with the posting of the SIM card with instructions on how to activate your new mobile service via yur secure Exetel members facility. Please read this with care and follow the steps detailed.
A letter is sent to you with the posting of the SIM card with instructions on how to port and then activate your existing mobile service via your secure Exetel members facility. Please read this with care and follow the steps detailed. Provisioning a port takes longer than a simple new number activation. It may take 1-2 hours.
It is a requirement of a ported service for the gaining service provider (Exetel) to have your signed authority to perform this. The mobile provisioning is done by you, the customer, online. The signing and faxing of a port authority form is, therefore, not convenient for the online provisioning of the service. At another mobile provider’s request, Exetel may be required to produce this authority and if this occurs we will require you, our customer, to fill one in and fax it back. In this case, you will be emailed a pdf attachment. This is the Customer Authorisation Form (CAF). It is required that this be signed and faxed to us on 02 9964 9318.
What is porting? Porting (Mobile Number Portability) is the ability to move to another phone provider without changing your existing number.
How do I port to Exetel from another network? If you wish to connect to the Exetel mobile service, simply order the service from our website, making sure to choose the port of service option. You will be guided to enter the details required for a port.
Can I keep my existing number, even if it is a pre-paid service? Yes, you can port your number to Exetel from a pre-paid or post-paid service.
What details are required? If you have an existing post-paid service with your current carrier, then we need your Account Number. This can be found somewhere on the bill you receive from them. If you have a pre-paid service with your current carrier, then we need your date of birth. This must match with the date of birth held by your existing carrier.
How long does it take to port my number? The porting process should take no longer than 3 hours. Usually 1-2 hours. Delays may occur if system issues are experienced.
Am I charged any fees to port my number? No, there are no fees charged by Exetel for porting your number, however, you will need to check with your current provider if there are any fees payable under your existing contract.
Am I released from my existing contract when I port my number? When you port your number to another provider, you are still obligated to pay any fees due under your existing contract with your current provider. Porting your number does not release you from these obligations.
Can I port to Exetel from my existing CDMA network? You are able to port to Exetel from a CDMA network and keep your existing mobile number. You will require an Exetel SIM card and a GSM phone as the Exetel network uses a GSM network. A CDMA mobile can not operate on the network Exetel uses.
Are my addresses & mailbox messages moved with my number? No, only your number is ported to Exetel as the new provider. You will need to be issued with a new SIM, therefore any information stored on the current SIM is lost once your number is ported. You will need to move your addresses from your SIM to either the phone or use a SIM manager to move them to an alternative location. You will be provided with a new mail box, so existing voice messages will be lost.
Can I connect a CDMA handset? You can port the CDMA number however you will need a new handset to be able to insert the SIM card as CDMA do not require SIMs.
Can I port a pre-paid number and still access the old SIM with unused credit? No. Once the port is done, you will not be able to use the old SIM. The new SIM you receive from us is linked to your ported number. We suggest you use your credit up before porting to us (if you don't want to waste money).
Can I have two numbers in the same name or account? Yes.
When porting, how do I know when my new SIM is ready for service? Your old SIM will lose service at some stage of the port process. You should know then to simply insert the new SIM and it should be ready.
How soon after connection can I make calls? Immediately. In some cases you may need to turn the phone off and on to reset.
What is Pre-Paid? You have paid for your call usage in advance and don’t receive monthly bills.
What is Post-Paid? You pay for your call usage in arrears and receive a monthly bill.
Why do you need my date of birth on the application form? If you have a pre-paid existing mobile service, the DOB is required for porting. This MUST be the DOB that was used when the prepaid was taken out.
Why do you need my existing account number on the application form? This is required if your existing account is post-paid. You will be able to find this on your bill.
Who is the underlying Carrier? Exetel uses Vodafone as its upstream mobile Network carrier.
What kind of coverage do I get with Exetel? Vodafone and therefore Exetel’s network covers 94.52% of the Australian Population. For more specific information on coverage, please see their coverage maps at http://www.vodafone.com.au/rep/coverage.jsp?gs=foryou&hd=coverage
What is Global (International) Roaming? Global roaming is a service offered that enables you to take your mobile handset overseas with you and use it as you would as if you were in Australia. The service is available as a result of international connect agreements between mobile carriers. Call charges for both making and receiving calls are expensive for this reason. This should be a major consideration when deciding to have the feature enabled when you travel. If it is enabled, it is also advisable to use it sparingly.
Does Exetel Offer Global (International) Roaming? We can enable the service for a $200 deposit, which is refundable on your return from overseas. Here are the rates and charges: http://www.vodafone.com.au/Personal/CoverageRoaming/InternationalRoamingwithVodafoneWorld/RoamingCountriesDetails/index.htm
How can I pay for the Global (International) Roaming deposit? We will deduct funds from your payment details held on file. If you have selected direct debit from a bank account, it takes 3 business days for funds to clear. Direct debit from a credit card clears within 30 minutes.
How do I request Global (International) Roaming? There is an option in your members facility to do this or you can simply email voice@exetel.com.au with your mobile service number.
How is the Invoice received? Exetel only issues online bills. If you already have a fixed-line voice or ADSL service with Exetel, you will be familiar with how to view your bill. You will need to log in to our member’s facility – a password will be issued to you. Please call 02 8030 1000 for help.
When is the Invoice issued? On the 1st of the month or first business day after, if it falls on a weekend.
When is payment deducted? On the 1st of the month or first business day after, if it falls on a weekend.
What is the billing period? From the 1st to last of the calendar month.
Are all my mobile calls itemized? Exetel issues a fully itemized invoice.
Why are bank accounts/credit cards debited when a $100 mobile spend limit is reached? Exetel has unfortunately experienced a few cases of fraud with mobile spending. In an effort to cease this, we have had to impose this spend limit. This is not a cap limit. It is simply a threshold that, when reached, your account is debited. If the payment fails then your service will be suspended. When successful payment is made, the service will be restored.
What is voicemail? Voicemail works in a similar way to an answering machine. When you are unavailable to take a call or you do not wish to answer, you can divert calls to your voicemail for the caller to leave a message.
How much does voicemail cost with Exetel? Voicemail deposit and retrieval is charged at 18c per minute. You retrieve your voicemail messages by calling 121.
How do I disable voicemail? To disable voicemail, dial 1210 and then press your call or send button on your handset. To enable again, simply dial 1211 and then press the call or send button. How do I set up my voicemail service? To setup your voicemail service, please perform the following steps;
How do I set up my voicemail service when going overseas? You must have voicemail roaming activated (you will need to organize this with Exetel to have it activated before you leave the country). When you are overseas, dial +61414121121* then your 4digit pin code# then your mobile number# If you do not remember your pin code, Vodafone can reset it to the default 0000. Then to pick up your messages do: 0414121121 when the recording prompts to put in the security code, you should enter 3333#, then your mobile number#, and then you will get a message saying that customer care has reset the security code and you will be prompted to put in a new security code of your choice.
How do I personalise or change my voicemail greeting? To personalise your voicemail greeting simply dial 121 from your mobile phone and follow the instructions.
First time users of voicemail will be required to set up their voicemail service at this stage, see "How do I set up my voicemail service?"
How will I know when I have a voice message? When a caller leaves a message on your voicemail, you will receive an SMS alert notification which will provide instructions on how to retrieve your voice message by dialling 121.
How do I listen to my voicemail messages from my mobile? To listen to your messages from your mobile phone, please perform the following steps;
What is voicemail call return? Voicemail Call Return allows you to listen to a voicemail message, and then return the call at the touch of a button without exiting the Voicemail box.
How do I use voicemail call return? After listening to the message, follow the prompts to press "0" to return the call. Voicemail call return is only available when you access your voicemail box from your mobile phone. When the Voicemail Call Return call is completed, you are still connected to the Voicemail box and so can continue to access remaining Voicemail messages.
Why isn’t voicemail call return working? Voicemail call return works by capturing the number of the person who called you and storing it for you to return the call. Sometimes the voicemail box is unable to capture the caller’s number for one or more of the following reasons:
How many messages can be stored on my voicemail service? Up to 20 voice messages of up to 5 minutes per message can be stored with voicemail.
How long do messages stay in my voicemail box? Played messages will automatically be saved for 7 days with the option to re-save the message as often as needed. Unplayed messages will automatically be deleted after 7 days.
If your phone is not within coverage or is turned off, the Network will continue to send the SMS alert notification for a period of up to 7 days.
How do I retrieve my voicemail messages from another phone or overseas? You can still access your voicemail messages from another tone dialling phone by following the steps below.
Your messages will then be played back to you.
How do I change my voicemail security code? From your mobile phone:
From another phone (eg. landline)
What are the options for diverting calls to voicemail? There are two options for diverting calls to voicemail:
You can change the diversions anytime using the voicemail menus.
Simply dial 121:
** - to access main menu
3 - to change personal preferences
3 - to change notification preferences (follow the prompts to turn diversion on or off)
How do I activate and de-activate voicemail diversions on my phone? There are 2 ways of activating and de-activating your voicemail diversions:
Can I divert my calls to my home or office? Yes – you can divert to any number but the diverted number must be entered in international format Eg – 0414123456 - +61414456789
What happens if I don’t use my voicemail service? Nothing. Your voicemail mail box will not be deleted or expire due to inactivity
How do I check, record or re-record my Personal, Busy or Extended Absence greeting on my voicemail service? To check, record or re-record your Personal, Busy or Extended Absence greeting on your voicemail service, simply follow the instructions outlined below.
* to return to Personal Preference
Why can’t I connect to my voicemail? If you are attempting to connect to your voicemail messages by dialling 121 from your mobile or 0414121121 from another phone but cannot get access, please check the following,
CALLMinder
Call minder is a voicemail substitute.
Voicemail while Roaming Internationally.
If you require voicemail access while you are roaming overseas, this will need to be set up specifically. Please call Exetel on 02 8030 1000 to request this.
How do I send an SMS message overseas from my mobile? You can send an SMS directly from your mobile to another mobile phone connected to any GSM network in Australia or to any GSM network overseas that Exetel (Vodafone) have a roaming and SMS agreement with.
To send an SMS to a mobile phone overseas you must enter the mobile number in international format. For example, if the number you are sending to is 0414123123 in Australia, you would enter the number as +61414123123 (where 61 is the coutry code and replaces the zero (0) and '+' is equivalent to each country’s international exit code).
I am trying to send an SMS message from my mobile but I keep receiving a "Message Failed" or "Message not sent this time" or "Check Operator Services" . What does this mean? When you are receiving an error message on your mobile when attempting to send an SMS message, you may need to check the following;
International SMS;
Should you continue to experience difficulty with sending SMS messages from your mobile phone, you may submit your query to Exetel.
What is MMS? MMS is a service that allows you to take photos from your MMS compatible handset. You can then send the MMS photo instantly to other MMS phones, non-MMS handset or to any email address in the world. MMS is charged at 75c per each MMS message sent.
What do I need to use MMS? To use MMS you must have an MMS compatible phone. You will also have to configure your phone to the Exetel (Vodafone) network.
How much does it cost to send an MMS message? MMS is charged at 75c per each MMS message sent. You are able to send an MMS message with a sound file or SMS message. This is all included in the 75c charge.
How do I send an MMS message? As the instructions on how to send a MMS message differs with the handset model, please refer to your mobile handset instruction manual.
Why can’t the person I am sending to receive my MMS? Check that the person you are sending to has a phone and mobile network which is compatible with MMS. You must also ensure that the message you are sending does not exceed the size limit of 100kb.
What if the person I am sending to doesn’t have an MMS compatible phone? If the person you are sending to doesn’t have an MMS compatible phone, they will receive an SMS with instructions as to how to view the MMS on the internet.
Is there a limit on the size of MMS messages? When sending an MMS to a mobile, the size limit is 100kb. This may depend on the type of handset you have, so please refer to your handset manual. There is no size limit for MMS messages sent to email addresses.
Why can’t I send/receive/download MMS messages? Check that your mobile phone is GPRS compatible. Is your phone configured to use GPRS? If not, contact Exetel and we will send you the configuration settings via SMS.
What is WAP GPRS? GPRS (General Packet Radio Service) delivers data at high-speed data to mobile phones. It is this technology that allows fast and easy access to WAP sites.
WAP (Wireless Application Protocol) is a mobile Internet technology that allows mobile phone access to certain Internet sites. WAP sites are Internet sites specifically created for mobile phones using text and graphics to fit the dimensions of your mobile phone screen.
Combining the two and you have WAP GPRS. WAP GPRS allows you the convenience of being on the move and still having access to a variety of News, Sports, Weather and Entertainment information to keep you up to date at any time of the day.
How do I activate WAP GPRS? It is activated by default when you commence the mobile service.
To configure WAP GPRS, click this link: http://wireless.vodafone.com.au/ If you are still having problems, for configuring your PDA for GPRS, please follow these comprehensive steps in the sections here:
Setting up the connection 1. On the PDA, tap on Start, tap on Settings, tap on Connections, and tap on the Connection icon. 2. Tap on Advanced and tap on Select Networks. 3. Tap on New under Programs that automatically connect to the Internet should connect using drop down box and enter Vodafone WAP under the input box that display Enter a name for these settings. 4. Tap on Modem and tap on New. 5. Under the Enter a name for the connection input box, enter Vodafone WAP 6. Under the Select a modem menu, select Cellular Line (GPRS) and tap Next. 7. Under the Access point name input box, enter live.vodafone.com and tap Next. 8. Under the User Name input box, leave this field blank. 9. Under the Password input box, leave this field blank. 10. Under the Domain input box, leave this field blank. 11. Tap on Finish. 19. Tap on OK 3 times. 20. Tap on the X button located on the upper right hand corner, you will now return to the main screen.
Setting up the MMS profile 1. Tap on Start; tap on Programs and than tap on the MMS composer icon. (or messaging->tools->mms settings) 2. Tap on Tools and tap on Options. 3. Tap on Servers and tap and hold on any servers that are already available and tap on New. 4. Under the Server Name input box, enter Vodafone 5. Under the Gateway input box, enter 10.202.2.60 6. Under the Server Address input box, enter http://pxt.vodafone.net.au/pxtsend 7. Tap OK. 8. Tap on Preference and under the Connect via menu, select Vodafone au. 9. Under the Connect to server menu, select Vodafone (May have to set default in servers menu on new pocket pc) 10. Untick Download on home network only and tap on the OK button located on the upper right hand corner. 11. Tap on the X button located on the upper right hand corner twice, you will now return to the main screen.
Setting up Pocket PC for GPRS Internet Setting up the connection 1. On the PDA, tap on Start, tap on Settings, tap on Connections, and tap on the Connection icon. 2. Tap on Advanced and tap on Select Networks. 3. Tap on New under Programs that automatically connect to the Internet should connect using drop down box and enter Vodafone AU under the input box that display Enter a name for these settings. 4. Tap on Modem and tap on New. 5 Under the Enter a name for the connection input box, enter Vodafone AU 6 Under the Select a modem menu, select Cellular Line (GPRS) and tap Next. 7. Under the Access point name input box, enter live.vodafone.com and tap Next. 8. Under the User Name input box, enter leave blank Otherwise leave this field blank. 9. Under the Password input box, enter leave blank Otherwise leave this field blank. 10. Under the Domain input box, enter leave blank Otherwise leave this field blank. 11. Tap on Finish and tap 3 times on the OK button located on the upper right hand corner. 12.Tap on the X button located on the upper right hand corner, you will now return to the main screen. The device is now configured for GPRS Internet.
Setting up Pocket PC for Email over GPRS Setting up the email account 1. On the PDA, tap on Start, tap on Inbox, tap on Accounts, tap on New Account. 2. Enter the email address for the Email account and tap Next. 3. Tap on Skip to skip the Auto Configuration. 4. Under the Your name input box, enter the name of the person the Email account belongs to. 5. Under the User name input box, enter the username for the Email account. 6. Under the Password input box, enter the password for the Email account. 7. Tap on the Save password box and tap on Next. 8. Under the Account type menu, select POP3 or IMAP depending on the ISP. 9. Under the Name input box, enter the name of the ISP and tap on Next. 10. Under Incoming mail input box, enter the incoming POP3 mail server. 11. Under Outgoing mail input box, enter smtp.vodafone.net.au . 12. Under Domain input box, leave this field blank. 13. Tap on Options and under the Connection menu, Select Vodafone AU and tap on Next. 14. Tap Next again and Tap Finish. 15. Tap on the X button located on the upper right hand corner, you will now return to the main screen. Your device is now configured for email and is ready for use. Please turn your device off/on and send a message to yourself to make sure it works.
Check that Vodafone AU is the network it uses when connecting to internet (Vodafone AU being the internet connection you created)
1. On the PDA, tap on Start, tap on Settings, tap on Connections, and tap on the Connection icon. 2. Tap on Advanced and tap on Select Networks. 3. Tap on New under Programs that automatically connect to the Internet should connect using drop down box and enter Vodafone AU under the input box
Nokia - http://www.nokia.com.au/nokia/0,,79715,00.html
Motorola - http://direct.motorola.com/ena/wap_aus.asp?country=AUS&language=ENA&productid=30332&web_page_name=SUPPORT
Sony-Ericsson - http://www.sonyericsson.com/spg.jsp?cc=au&lc=en&ver=4000&template=ps1&zone=ps&lm=ps1&pid=10298
How do I start using WAP GPRS? A GPRS compatible mobile phone is needed to use the GPRS service.
Below are manufacturer specific connection shortcuts:
What does WAP GPRS cost? The beauty of GPRS is there is no monthly subscription fee. You only pay for what you use! Downloading or transferring information is charged at $0.0058 per kilobyte with no minimum session charge.
Please note that downloading images, games and sounds may attract additional charges.
Can I receive SMS when using WAP GPRS?
Can I make and receive voice calls when using WAP GPRS?
Can any mobile phone access WAP GPRS?
I can’t connect to WAP GPRS, what could be wrong?
What are premium services? Premium services are content or live advice services which can be accessed by making a phone call, by messaging (e.g., SMS) or via a data connection from your mobile phone. Premium services numbers usually start with 188X, 19X, 190X, or an international number, for example 0011.
Examples of premium services are sex services, psychic lines, weather services, voting lines for TV shows or competition lines, chat services or ring tones. Premium services can also include high school test result hot lines.
Proprietary network services such as Vodafone Live also offer access to premium data services. Examples of such premium services include news updates, sports or weather reports, ring tones or wallpaper.
How can you be charged? You can be charged for premium services in several ways:
You should always check the cost of the premium service before you use it. It is also a good idea to keep track of how many calls you make, or how often you access these services, and how long they last as the cost can quickly add up possibly creating financial difficulty where the cost of using premium services is unexpectedly greater than the amount you may have budgeted for.
Liability for cost You are usually responsible for the cost of any calls made from your phone, including calls made by family and friends, even when made without your knowledge. There have been scams relating particularly to premium services and the sending of text messages. Please read Exetel’s Terms & Conditions thoroughly concerning this.
Note: If you are deaf or have a hearing or speech impairment and wish to make calls to premium service numbers via the National Relay Service, then you must have an account with Australian Communication Exchange (ACE) and you will be charged for the calls.
What steps can you take to lessen the risk of high, unexpected bills?
Exetel has limited barring options. We are only able to bar the GPRS service, International calls, Global Roaming or place a broad administration bar on all calls, in the case of a lost or stolen handset. We cannot, for instance, just bar calls to 190 numbers. To mitigate the risk of high bills, you should be fully aware of these premium call costs.
cannot make calls, what should I do? If you are unable to make calls from your mobile please attempt the below troubleshooting steps.
I am unable to send SMS messages. Why? Confirm you do not have an unpaid bill. There may be a bar placed on the service. I am trying to send an SMS message from my mobile but I keep receiving a "Message Failed" or "Message not sent this time" or "Check Operator Services" . What does this mean? When you are receiving an error message on your mobile when attempting to send an SMS message, you may need to check the following;
My phone is displaying "Insert SIM", "SIM error" or "SIM card rejected". What does this mean? If the screen of your phone is displaying the error messages "Insert SIM", "SIM error" or "SIM card rejected", please check the following;
For further assistance, please contact Exetel.
Why can’t I see the number of the person who is calling me? You may not be able to see the number of the person who is calling you for a number of reasons:
The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call.
The call was an international call.
The call was from a payphone.
The number was overridden by a number entered by the caller.
Why can’t the person I am calling see my number? Ensure you have the CLI facility active. If the CLI facility is inactive your mobile number will not be displayed when making calls.
The person you are calling will not be able to see your number if you are calling internationally.
What should I do if my handset is lost or stolen? Contact Exetel immediately on 02 8030 1077. Leave a message and we will place an administration bar on the service so no calls can be made or received. If requested, we can post out another SIM (at a cost of $20). When received, we can configure the replacement SIM to your service.
What is a PUK code and what is it used for? PUK stands for Personal Unblocking Key. This is a unique eight digit code specific to your SIM card. This is required when the PIN number is entered incorrectly 3 times on your mobile phone. You are then given 10 attempts to enter your PUK if required. If an incorrect PUK code is entered after the 10th attempt, you will block your SIM card permanently and will require a new SIM card.
PUK codes can be obtained by calling Exetel.
I have lost or forgotten my PUK, what do I do? You will need to call Exetel on 02 8030 1000.
How do I unblock my phone with the PUK code? The PUK code is your Personal Unblocking Key which is an eight digit code specific to your SIM card.
For most handset types, the eight digit PUK code is entered directly into your phone. After selecting OK, you will be prompted to enter a 4 to 8 digit PIN code. You will then be asked to re-enter your chosen PIN code for verification. On other handset types, the PUK code is entered by using the following code, **05*(PUK Code)*(new PIN)*(new PIN)# [send]. Please refer to your handset manual.
How do I obtain a replacement SIM card and what is the cost? To obtain a replacement SIM card, you will need to contact Exetel. We will post one out for the replacement cost of $20.
Faulty SIMs will be replaced FREE of charge.
For further assistance, please contact Exetel on 02 8030 1000.
What do I do if my handset has been SIM locked by another carrier? You will need to contact the carrier who locked the phone to have the handset unblocked. Charges may apply.
How do I block my lost or stolen mobile? You have the option of barring your handset (IMEI) or your SIM to prevent your mobile phone from being used.
Barring the SIM will stop all incoming and outgoing calls from your mobile phone number. Barring your handset will prevent the use of another SIM card in your phone.
What is an IMEI number and what is it used for? An IMEI number (International Mobile Equipment Identity) is your phone’s serial number. Each mobile handset has its own unique IMEI number which is used to identify your handset.
It is a good idea to keep a record of your IMEI number in the event that your phone becomes lost or stolen. To view the IMEI number enter the code *#06# .
When does a mobile plan change take effect?
The next business day after the conclusion of the current billing cycle.
Are calls to 1555 free still? Yes.
How do I extend the ring time before answering? On your handset, dial:
**61* <mailbox number> **30#
To find the mailbox number, you need to get into the Call Divert section of your mobile. In Nokia’s you need to select “Check Status” and the mailbox number will display. All new or ported connections will have the generic mailbox number +61414121000 Otherwise email voice@exetel.com.au and we will reply with the mailbox number.
Example only (do not do this as it will change the mailbox setting). **61*+61015456762**30#
(The last 2 digits before the last # sign indicates the ring time length in seconds. This example sets the ring time to 30 seconds)
Does Exetel support Vodafone's callback "ring alert" feature, i.e. the voicemail system calls your mobile once your mobile comes back into range?
Yes - Once you have voicemail diversions activated, you need to dial 1219 to activate Ring Alert. 1219 calls are chargeable. They are not free.
Is the MyVodafone feature accessible to Exetel customers?
Yes, however you can’t access the MyAccount feature.
Does Exetel support Vodafone's "CallMinder" feature?
Yes, but it is chargeable. It is not free.
How do suppress (block) my number from showing on the receiver’s handset.
For permanent suppression, you need to change the handset setting. Consult the handset manual if you can’t find the menu option.
For dynamic (on the fly) suppression when you don’t have permanent suppression on, you can dial #31# (preferable) or 1831 (network dependant) before the calling number.
