a) Ordering the service & posting the SIM
Once you have ordered a mobile service from our website, your details are entered in our database.
Verification of billing is done within 2-3 working days. Once this done your Sim will be dispatched and you will be notified via Email and SMS.
If you are in the Sydney metropolitan area, this should take just one business day upon confirmation of shipment.
To other areas of Australia, it may take 2-3 business days.
b) Provisioning a new mobile service
Provisioning of the mobile service is fully automated. Once your SIM is delivered you should have also receieve details to login to your secure user facilities to activate your service. Activation of a new service takes between 15-60 mins.
c) Provisioning a port (transfer) of service
If you are porting (transferring) your mobile service from another carrier, you will receive instructions with the delivery of the SIM card. This involves logging in to your secure Exetel members facility to instigate the port of service. Please follow the online instructions with care.
Provisioning a port takes longer and is more complicated than a simple new number activation. It may take 3-4 hours. Please note, there are no ports of service done on a Sunday.
d) Details Required for Ports of Service
If your port of service is taking longer than expected it may be because it has failed. The most likely cause of failure is that the porting details held with the losing carrier may be incorrect.
The details need to be validated by the losing carrier for ports to succeed and this may be the hold up. The losing carrier may not have performed this process.
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. Generally speaking pot-paid services require account numbers while pre-paid use D.O.B(Date of Birth)
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.
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 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?
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 Optus as its upstream mobile Network carrier.
What kind of coverage do I get with Exetel? Optus and therefore Exetel’s network covers 97% of the Australian Population. For more specific information on coverage, please see their coverage maps on the optus website.
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?
Yes. Global roaming can be enabled in order to make calls and SMS’ but it is disabled for data access.
This is done from your Exetel members facility.
The global roaming rates are listed on the website
How do I request Global (International) Roaming?
There is an option in your members facility to do this or you can simply email firstname.lastname@example.org 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 email email@example.com if you require further assistance.
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?
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 is just like an answering machine for a mobile phone. It ensures you receive missed calls when your phone is busy, unattended, out of range or its battery is flat.
How does VoiceMail work?
Voicemail is fast and easy to set up by dialling 321 from your mobile handset (or 133 321 from a touchphone). A tutorial is provided to guide new users through the process of recording your voice message. The diversions will also be automatically be set to voicemail on registration, saving you from setting this up.
A message-waiting indicator is sent to your phone to notify you when a new voice message is left.
If you want to avoid the cost of incoming calls when roaming, it is recommended that
you divert all calls to VoiceMail before leaving Australia.
How do I retrieve voicemail?
You retrieve your voicemail messages by calling 321 or or 133 321 from any other phone.
How do I Activate Voicemail?
To check if VoiceMail is set up on your phone dial 321. If you get the message "Ding Dong that number is not listed" your VoiceMail is not activated. If you would like to activate or deactivate Optus VoiceMail, please free call 1504, from your mobile phone. This service is available 24x7 and will confirm your status via SMS.
How do I divert to VoiceMail?
Diversion settings can be activated, changed or canceled via the menu of your mobile phone, or by following the steps below.
To activate from the handset, replace XX with a code from below.
Activation * * XX * 321 # SEND
Deactivation # # XX # SEND
To Check / Verify * # XX # SEND
Unconditional 21 Every call is diverted
Conditional 004 Calls diverted based on conditional criteria met, such as 'On Busy', 'No
Reply', 'Not Reachable'
On Busy 67 Busy
No Reply 61 Phone 'rings out', not answered
Not Reachable 62 Out of Coverage area or switched off
To deactivate all diverts enter: ##21#SEND
To activate all conditional diverts enter: **004*321#SEND
To activate your VoiceMail diversions, enter the codes below into your mobile phone.
Activation * * 61 * 321 * * XX # SEND
Unconditional 21 All calls are diverted
On Busy 67 Phone is in use
Not Reachable 62 Out of Mobile Coverage area or switched off
To cancel VoiceMail diversions and replace them with an alternative, enter the deactivation code below.
Replace XX with the related codes when you enter it into your mobile phone.
Unconditional 21 All calls are diverted
In Built Help Menus
With 321 VoiceMail, you can get help with your VoiceMail options at any time by dialling 0.
Step 1 Access VoiceMail by dialling 321
Step 2 At any time Press 0 to listen to detailed information on your options such as changing your VoiceMail greeting.
Please note: VoiceMail retrieval charges will apply.
How do I Adjust the Ring Time?
This allows you to select the ringing time before their VoiceMail diversion happens, in intervals of 5 seconds up to 30 seconds.
Replace XX below with a multiple of 5 seconds.
Adjust Ring Time * * 61 * 321 * * XX # SEND
With this optional VoiceMail feature, a text message is sent to your phone, advising of the phone number for missed calls when no VoiceMail message is left.
You can then use this number to call people back.
Please note: This feature is only available when the Caller Line Identification (CLI) or number is captured.
If you need to activate or deactivate Missed Call service free, call 159 from your Optus mobile phone. The service is available 24x7.
Use the VoiceMail Call Return facility to return your VoiceMail messages whilst still within your mailbox.
Press 6 after listening to the messages and Optus VoiceMail Call Return will take care of the rest.
Step 1 Dial 321 to retrieve messages from your mobile.
Step 2 At the end of your message press 6 for Call Return
Step 3 You will then have 2 options:
Step 4 VoiceMail will then dial the number and connect your call.
At the end of the call you can wait or press * * to be returned to the Mailbox to continue listening to the messages.
Please note: The number is provided only when the Caller ID is captured or if the number is entered by the caller at the end of the VoiceMail message. (This service is only available when retrieving messages from your mobile handset)
VoiceMail retrieval charges apply for the duration of the call in addition to call costs as per your rate plan.
Wake Up/Reminder Calls
You can use your VoiceMail as a Wake Up or Reminder service by programming the service to call your mobile phone at a nominated time of day. Or you can schedule a call to be made regularly from Monday to Friday.
Scheduling a Wake Up/Reminder call
Step 1 Dial 321 to access your VoiceMail
Step 2 Press 8 for User Options
Step 3 Press 2 for call schedule options, and listen to prompts to schedule your Wake Up/Reminder call
If your PIN is blocked due to entering it 3 times, you will need to call Exetel on 02 8030 1000 or email firstname.lastname@example.org
How does SMS work?
If you are in an Optus Mobile coverage area and your phone is switched on, you will be
alerted that a message has arrived by a sound and/or vibration (depending on your handset setting) plus a Message Waiting Indicator will appear on the screen of the handset. You simply enter 'Mail' or your 'Message' menu to read the message – you can then delete it and/or reply with your own SMS message or a voice call.
International SMS: A great way to keep in touch with friends and family overseas,
Web SMS: Allows you to send an SMS from the convenience of your computer.
Group SMS: An easy way to send the same SMS text message to up to 20 people at the
same time from a mobile.
You should be aware of the following:
Text Messages can be a maximum of 160 characters.
Currently there is no option for you to block your number when sending an SMS message. When a message is sent from a customer's handset, your mobile number is automatically sent. The receiver of the message will be able to view the sender's mobile number with the message on the screen of their handset. This will always occur even if you have an unlisted mobile number; a number not published in any Telephone Directory Service and/or Call Line Identitfication (CLI) Outgoing switched off.
Once the handset memory is full, you will no longer be able to receive SMS messages.
You should be advised to delete messages that are not important, so space is not taken up on the memory of your handset.
MMS, or Multimedia Messaging Service, is a flexible messaging service that enables customers with compatible MMS handsets to send and receive sound, images, animated images and video from their handset. They can send to one or more MMS handsets, legacy (non MMS) handsets and email addresses.
How does MMS work?
The MMS service uses the same network used for voice calls. It uses GPRS or HSPA as a bearer for the traffic. To send an MMS you should have a MMS capable handset with MMS settings and be in an Optus coverage area.
When an MMS is sent, the sending party is charged a fee for sending the MMS.
Customers will receive the MMS network settings when they insert their Service Provider Sim Card into their handset. In case these settings are not received, please call Exetel on 02 8030 1000 or email email@example.com
Once the handset is set up it is advisable to send a MMS message to your own number. This auto provisions the final part of the activation process.
When a message is received the handset will automatically download the MMS; similarly, when sending an MMS, the user will see the handset initiate a connection to send the message.
Who Can Use MMS?
MMS is available to any customer on an Exetel (Optus supplied) service. The service is not available to MobileSat (when in GSM mode Thuraya handsets support MMS) customers, or any customer who is barred from sending and/or receiving MMS.
Formats supported by Optus MMS-compatible mobile phones vary dependant on the customer's handset. Supported formats including the following:
Photos/Pictures: JPEG, GIF, WBMP
Animations: Animated GIF
How big can an MMS message be?
MMS standards do not specify a maximum size for an MMS message. Message size can be limited by the capability of the handset to receive and store large files. Typical MMS size is around 30-100kb.
Recipients without MMS-compatible phones will receive legacy (non-MMS) handset notification, not MMS messages
Customers switching from an MMS-compatible handset to a non-MMS-compatible handset will receive SMS messages with mixed up symbols if someone sends them an MMS. This is only rectified by contacting Exetel on 02 8030 1000 or emailing firstname.lastname@example.org for us to contact our upstream provider (Optus) to update your profile to a legacy handset.
What is an APN?
The APN is the setting in the Mobile phone that the Carrier requires for successful Data usage. If the APN entered is not correct, the Data service may not work or work, but not use any included National Data that exists on the plan resulting in high excess data charges.Please take care to confirm that your device has the correct APN, as this is not able to be managed by Exetel, and any charges incurred due to the incorrect APN will be the responsibility of the end user.
What APN do I use?
The APN is different for the different Mobile technology types.For any handset being used with an Exetel BYO 3G plan, the APN is ‘INTERNET’.For any handset being used with an Exetel BYO 4G plan, the APN is ‘YesINTERNET’
How do I change my APN?
Refer to the instruction manual that came with your handset.
What is Surepage?
SurePage is an operator-answered messaging service that allows messages to be sent to your mobile phone, so it can double as a message pager.
How does SurePage work?
SurePage provides personalised answering by an operator service which delivers a text message of up to 160 characters on your handset. It offers the following benefits:
Customised greeting: Customers can choose their own greeting of up to 60 characters including common word-contractions; for example: “Jane’s message service: your message please?” or “Smith Printing: James Smith’s paging service: your msg pls?”
Confirmed delivery of messages: Messages can be stored/saved.
Discrete receiving of messages: No need for you to call VoiceMail to hear the message.
Cost-effective when roaming: You can unconditionally divert (standard diversions charges apply) your calls to SurePage before they leave Australia (and receive a SurePage text message alerting you to a missed call – standard SurePage charges apply) when roaming overseas avoiding roaming charges for incoming calls or outgoing charges to check voicemail.
The message cannot include an alternative contact number nor pass on information to the your callers.
If callers do not leave a message with the SurePage operator, you will not be
charged for attempted messages. However, diversion charges will apply.
Call Diversion allows you to redirect inbound voice and data calls coming into your service to another number in Australia or overseas.
How does Call Diversion work?
You may activate, change or cancel diversion settings directly through the menu of your
mobile phone. Most handsets enable different diversions depending on the status of the phone – for example: all incoming calls, phone busy, phone off, phone out of range, phone unanswered.
A call can only divert twice before it will end in an engaged tone. For example:
Bob calls Jane's mobile number. Jane has her mobile phone diverted to Beth's mobile phone as she is in a meeting. Beth has her phone switched off, which is set to divert to Paul's mobile phone. When Paul does not answer he has a diversion set to VoiceMail. Result: If Paul does not answer his phone, Bob will hear an engaged tone.
Global roaming gives you the ability to use your mobile in more than 170 countries – as easily as you do at home, day or night.
Importantly, your mobile number doesn’t change, which means your contacts can call you without having to remember another number. Depending on their overseas carrier, they may still be able to screen their incoming calls and divert those that they don’t want to answer to voicemail.
Exetel customers can:
SMS ‘A’ to 321 and VoiceMail will call you back (standard roaming charges apply) or
Access VoiceMail by calling +61 4 1100 0321 (international call charges apply)
All overseas charges are billed back to the Service Provider as roaming usage in Australian dollars.
How do I Activate Global Roaming?
You activate global roaming via your secure Exetel members facility.
How does global roaming work?
Upon switching on the mobile in a foreign destination, most phones will automatically select one of our Roaming partner networks. In the instance that this does not occur, you should manually select from the available network list – each phone is different so it is important that you have access to your handsets manual for instructions on how to conduct a Manual Network Selection.
Once connected, the name of the network will appear on your handset and a triangle symbol will appear on the screen to remind you that you are roaming. The phone is then ready to use. Calls can be made and received from your Australian mobile number as normal.
How do I Make calls whilst roaming?
When a call is made whilst Roaming, the customer will be charged the applicable roaming rate according to the country that they are in, when they originate that call.
Local Calls: To make a local call within the country the customer is visiting, dial the local number.
National Calls: To make a national call within the country you are visiting, dial the area code then the number.
International Calls: To make an International call, dial + (* key twice on most handsets,
otherwise press and hold the 0 key), then the country code, area code and number. By adding + your phone will automatically dial the international access code for the country you are in.
Calling numbers in your contacts list: Reminder that numbers in the contacts list will need to be in international format for them to be usagble when roaming i.e. Jo Bloggs
+614123456789. Dialling 04123456789 the call will fail.
What are the charges for Making and Receiving Calls and SMS’ while global roaming?
Global roaming charges for both making and receiving calls and SMS’ are excessive. When you make and receive calls, you are charged a per minute fee applicable to the international call zone you are in. Here is the list of global roaming rates that Exetel charge: http://www.exetel.com.au/residential-mobile-cap-plans.php
Global roaming charges are charged in addition to any CAP plan you may be on.
What are the charges for Data while global roaming?
This is currently not possible. Data roaming is disabled.
What are some tips to minimise global roaming charges?
Disable voicemail or request to have it disabled – you will not incur any incoming roaming call charges when your contacts leave unwanted or unnecessary voicemail messages. Having voicemail operable means you will be charged excessively twice. Once for the caller leaving a message and once again to retrieve the message.
If you must have voicemail enabled, set to unconditional divert before leaving Australia. Adhere to the tips on Voicemail whilst roaming below.
If you need to make calls, keep them very short. SMS preferably since you know the flat charge.
VoiceMail whilst roaming:
The VoiceMail service will function in the exact same way for a customer overseas as for a customer in Australia.
Costs: Be very careful. Normal diversion costs apply for a voicemail message to be left when an unconditional diversion to voicemail is set on the roaming phone. If there is a conditional diversion to voicemail set on your service, (eg. ‘no answer’ or ‘no reply’) then the call will try to find them; if the diverted phone is switched off, they miss or reject the call for example, then the call will divert back to their voicemail. In this scenario the call charges trombone and the roaming customer (you) will be charged for the call diversion from the Australian network to their overseas location, as well as a charge for the call to be diverted from the overseas location back to their voicemail in Australia for the duration that the caller takes to leave a message.
Retrieving Messages Whilst Roaming: you simply need to send a 'Blank' SMS to
321 and the voicemail platform will initiate an outdial that will read back any stored messages. By setting an unconditional diversion before leaving Australia, you will only need to make one call to retrieve all messages – reducing the cost of incoming calls. The calling rate for retrieving the voicemail message is charged as a normal roaming call set by the overseas network.
To Access Voicemail Whilst Roaming Overseas: Customers dial 321 or, if the short code is not available,+61411000321. When the pilot message is heard, if you are not automatically recognised then, you should enter their full mobile number, followed by the # key and, when prompted, enter your passcode, followed by the # key. Messages will then play as normal and the same responses are used as when in Australia.
In Australia, we use GSM 900/1800Mhz and Dual Band 2100/1900MHZ networks. Some countries such as the USA use a different frequency (1700MHz/1900 MHz) so customers may need a tri or quad-band phone depending where they are travelling to in the USA. In the event of the customer not having a compatible handset, there are companies that provide handset rental facilities on arrival in the USA
How can you be charged? You can be charged for premium services in several ways:
Flat rate - this is where you are charged a fixed amount for each call you make. It is a good idea to keep track of how many calls you make as the cost can quickly add up.
Timed rate - this is where your calls are timed and charged at a rate per minute or per 30 second rate. A fixed set up or connection fee may also apply. Keeping track of how long you spend on the call will help to keep your costs to a minimum.
By data volume - this is where you are charged according to the amount of data you download from or via a proprietary network.
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.
I cannot make calls, what should I do? If you are unable to make calls from your mobile please attempt the below troubleshooting steps.
confirm you do not have an unpaid bill. There may be a bar placed on the service.
If you hear "you have call barring activated", please contact Exetel.
If you see the message "check operator services" and have a Nokia mobile with the number 2 in the top left hand corner, this means you are calling from line 2 instead of line 1. To rectify this, simply press and hold down the # (hash) key to alternate back to line 1.
If you make a call and "dead air" or no tone is heard, try switching the phone off and on (reset) and try calling again.
Confirm that you have sufficient signal strength on the screen of your phone. The signal strength is usually located opposite the battery symbol.
If signal strength is low, simply turn the phone off then on.
If still no signal, turn phone off, remove SIM card, clean with lint free cloth, blow into SIM card holder then replace.
If still no signal, perform a manual Network Selection. This option is found in the Menu of your phone, usually under Phone Settings.
If still no signal, test your SIM card in another phone. This will determine whether the fault lies with the SIM card or handset.
If you have any further queries please contact Exetel to have this investigated further. 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;
Do you have enough signal strength on your mobile phone? Can you make voice calls? Check the signal strength to ensure that Network coverage is available.
Attempt a manual reset. Turn the phone off, take the SIM out and gently wipe with a clean, dry, non static cloth. Replace SIM, turn the phone back on and try again.
Try sending a SMS with your SIM in another phone. If you are successful in sending a SMS, it may be an issue with your handset, if it does not work and the following suggestions do not work you may have a faulty SIM.
Try sending a test SMS to your own number - was it successful or unsuccessful? This will test your sending and receiving capabilities in one go.
Do you have the correct Message Centre Number programmed into your phone? Go through the Menu of your phone and select Message Settings. Confirm that the Message Centre Number is +61415011501.
Is the message sending format set to Text or Standard? Confirm that the format is set to Text. This is also found in Message Settings for most handset types. Please refer to your phone manual.
Why can’t I connect to my voicemail? If you are attempting to connect to your voicemail messages by dialling 123 from your mobile but cannot get access, please check the following,
Ensure that a voicemail box number has been activated on your account. Without a mail box number you will not be able to divert calls and store messages. You can submit your request to Exetel.
Have you recently received the new voicemail system? Please ensure you set-up the service first by dialling 321 from your mobile phone. Messages cannot be accessed without initial set-up.
Have you changed your voicemail security code? Submit your request to re-set this code to Exetel
Confirm you do not have an unpaid bill. There may be a bar placed on the service
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:
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.
Some numbers, including 13, 1300, 1900 and emergency services numbers, will not be accepted as call return numbers.
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;
Ensure the SIM card is inserted properly and the right way round.
Wipe the SIM card with a non abrasive material and re-insert.
Try another battery as this can cure some instances of 'Insert SIM'.
Try another SIM card to see if the problem lies with your SIM card.
Try your SIM in another handset to see if the problem lies with your handset.
If the incorrect PIN has been entered 3 times, you are then given 10 attempts to enter your PUK (Personal Unblocking Key). 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.
You may have a SIM lock on the handset. You will need to contact your previous carrier to obtain the unlock code.
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.
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.
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 should I do if my handset is lost or stolen?
Contact Exetel provisioning immediately on 02 8030 1000 – Option 3. During after hours, you could leave a voicemail at 0280301077.
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.
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.
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 email@example.com and we will reply with the mailbox number.
Example only (do not do this as it will change the mailbox setting).
(The last 2 digits before the last # sign indicates the ring time length in seconds. This example sets the ring time to 30 seconds)
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.
Tethering is the ability to share an internet data connection with an internet or data-capable mobile handset.
The connection can be via a USB cable, Bluetooth or Wi-Fi. For more information please visit: http://en.wikipedia.org/wiki/Tethering
Exetel will allow tethering but under strict guidelines.
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