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NEW USERS - Register now

Need some help troubleshooting?

Below are some common issues. If you can't find the answer you're looking for, try our Forums , Exewiki or contact us.

General information for new ADSL users

New User Help Functions

If you are thinking about selecting Exetel as your ADSL provider or have just submitted an application form there is some information available from this page that might be of assistance to a new ADSL user.

Before doing anything else please go here: https://forum.exetel.com.au/index.php

Checking On The Progress Of Your Application

It will take, on average, around 4 working days to connect your ADSL1 service and around 10 working days to connect your ADSL2 service. You can check what stage your application has reached using the "Application Status" function.

Simply click on this function and enter the 10 digit number that you have applied for ADSL on.

Better Understand How To Configure Your Modem

If you have never installed an ADSL modem before you might like to visit the Exetel help forum where many new, and experienced, users have posted useful information and suggestions. Click here to see the page.

Get Information On The Installation Processes

The basic settings to be put in to your modem can be found using the 'connecting to Exetel' link opposite. All of this information will also be sent to you by email and it is shown here as a back up reference.

Difficulty In Installing Your ADSL Service

Installing an ADSL service is very simple and shouldn't require any 'outside help' for even a very inexperienced user. However if you do get in to trouble that can't be solved on the telephone to Exetel's support desk you can elect to pay for expert help from people totally familiar with installing ADSL connections to Exetel. There are Exetel agents with a sound knowledge of installing ADSL Services in most areas of Australia.

General Information

There are probably many questions that will occur to you prior to your ADSL activation. You may get value from visiting the Exetel Help Forum by clicking here.

Problems With Your Computer, Modem And/Or Setup

Once you become connected you may experience various issues from time to time. Rather than contacting Exetel as soon as you think there is something wrong with the service that we are providing please take a little time to determine whether the problem you are experiencing can be resolved by you. This will not only fix your problem faster (in the majority of instances) it will allow you to get a better understanding of how to prevent future problems.

Over 85% of the support calls received by Exetel's help desk personnel turn out to be something, usually very simple, wrong with the user's equipment, settings or software that could have easily been fixed by the user themselves by using the trouble shooting guides listed below.

You might also like to check the status of the Exetel network before calling (if you have internet access) to see if there is some major outage that is affecting your connection. The status of the Exetel network can be found by clicking here.

If there appears to be nothing obviously wrong with either the parts of the network that Exetel controls or there are no notices from Exetel's 'upstream' carriers on outages/problems on their parts of the network it would be quite beneficial for a user to use the check lists below to determine whether they can resolve whatever difficulty they are experiencing themselves.

Please visit the Exetel Wiki for further information on trouble shooting and self diagnostic's for your ADSL issues:

Exetel Wiki - http://exewiki.exetel.com.au

Setting up your ADSL service

Connecting To Exetel's ADSL Service (01/10/10)

You will need to enter this user name and password in to your modem so that you can connect to the Exetel ADSL service:

Modem User Name And Password / Members Facilities User Name And Password

User Name: your ten digit telephone number@(state).exetel.com.au

Password: It is usually same as Member Facilities Login Password(combination of letters and numbers). To change modem password, please go click here

The username and password's above is for both the modem to gain ADSL access and for the User Facilities.

You probably should not need to change or specify your DNS connections but if you do they are:

  1. Primary: 220.233.0.4
  2. Secondary: 220.233.0.3

What Happens After You Submit Your Application

Once you receive the confirmation email you can then check on the 'Application Status' page of this web site to see exactly how your application is progressing.

"Application Status"

There are several steps that need to be completed once you have submitted an ADSL application form to Exetel Limited. These steps can take from a few days to up to 10 working days if everything goes smoothly.

The steps that have to be taken to process your ADSL application are:

1/ Exetel submit your application to The Carrier

This is an automatic process that happens daily. Your online application is batched with all applications received up to 7pm each day and is sent in a file to ADSL Provisioning at the carrier

2/ Carrier Administration confirm receipt of your application

Although Carrier ADSL Provisioning will receive your application within 24 hours of you submitting it there is a variable delay in the time it takes them to confirm they have received it. It is not unusual for this to take up to 4 working days.

3/ Carrier Administration ask Carrier Engineering to check for ADSL availability

4/ The wholsale providers Engineering then provides a planned activation date

Currently around 90% of the applications submitted by Exetel applicants are accepted by the wholsale supplier and a date for activating the service is given; this date is generally within 7 working days of the application date.

Approximately 10% of applications for ADSL service are rejected to being too far away from the exchange or because the line is not suitable and can't be made suitable.

5/ If your application is rejected the screen will display the reason for rejection

If your application is rejected it will be either a complete rejection that means that there is no chance of your line being connected to the ADSL service in the immediate future. The reason will be displayed on the screen.

6/ Once your ADSL activation has been done a 'completion date' will be displayed

Once the activation of your ADSL line has been confirmed by you can plug in your modem and check that the 'Link' light is solid; if it is your ADSL service has been activated correctly by the wholsale provider and you can now connect to the Internet via ADSL.

Connecting To Your ADSL Service

If you are using a modem provided by Exetel you should have received it before your line is activated. Whether or not you are sourcing your modem from Exetel you will have received an email with your user name and password and other set up information. If you have lost that email, or never received it, the information it contains can be found by clicking here.

If you require more detailed assistance you should get that from the manual that comes with your modem or a knowledgeable friend. Some guidance is provided on either the Exetel User Help Forum (click here) or in the advice to be found on the left hand side of this page. It is very straight forward to set up an ADSL modem but if none of these aids is sufficient you will need to pay for a computer professional to assist you complete this task.

Exetel has agents in every capital city of Australia, and many regional areas. If you need help you might consider calling one of these agents who will charge you to install your ADSL connection:

If the 'Link' light is not steady it means that the wholsale provider has made a mistake in activating your ADSL connection. In this case (approximately 10% of all ADSL activations) you need to call Exetel and get the support engineers to get the wholsale provider to fix the problem.

Some Things To Consider Before Your Line Is Activated

If you have multiple telephone handsets connecting to the line you are going to use for ADSL please ensure that you have bought enough line filters.

  • Please ensure you have clear instructions on how to set up the modem, this particularly applies if you are intending to use a second hand modem.
  • If you are thinking of using a second hand modem get as much information from the person from whom you sourced it as possible including the installation CD and the web site location for the firmware updates and drivers and do a practice install before your ADSL line is activated to ensure that everything actually works the way it is meant to.
  • Additional information on setting up modems can be found on the Exetel Forum by clicking here.
  • If you think you will need on site assistance to set up your modem or your network there are a number of Exetel agents who are experienced in installing Exetel ADSL services. These organizations charge for their services but if you need assistance please call one of these companies for a quote on what they will charge you to assist you install your ADSL service.
    http://www.exetel.com.au/agents_main.php
Check your service's application status

NBN & fibre, ADSL2+, mobile broadband & mobile phone plans application status page

To check on the status of your NBN & fibre/ADSL2+/mobile broadband/mobile phone plans application with Exetel please click on the appropriate link below and enter your ten digit telephone number:

For the status of a new ADSL2+ broadband service please click here.

For the status of a new fibre broadband (NBN, Opticomm or Telstra Fibre) service please click here.

For the status of a new mobile broadband service please click here.

For the status of a new mobile phone plans service please click here.

(Please bear in mind that the only information that can be supplied ADSL for transfer applications is confirmation that Exetel has received your request - your transfer will go through on the day nominated by you in almost every instance)

Mobile usage help

HERE TO HELP YOU TO MANAGE YOUR MOBILE CALL/SMS/MMS AND DATA USAGE


There were times when your mobile usage could get away from you, leaving you vulnerable to excess usage charges and an unpleasant high bill. Here at Exetel we want to protect our customers from bill shock and unpleasant surprises associated with excess usage. To make sure our customer are protected from nasty excess usage surprises, we take the following steps;

  • Send notifications by either SMS, Email or both when your Included Value usage reaches 50%, 85%, and 100%,
  • Provide you a usage meter for any Included Value component of your plan,
  • Provide a usage meter for your Android (via Google Play) or Apple (via iTunes) Smartphone, and
  • Provide services subject to our Excess Spend Management Policy and Interim Billing Policy.

Usage notifications are sent when your usage is calculated to have reached 50 percent, 85 percent and 100 percent of your plan Included Value allowance for either voice (Voice, SMS & MMS or Voice & MMS), international call, or data. The notification notices are provided in as near real time as possible, however they can be delayed by up to 48 hours, and do not include calls or SMS to overseas or usage outside Australia.

If your usage reaches 100 percent of your voice (Voice, SMS & MMS or Voice & MMS), international call, or data Included Value allowance, excess usage charges will apply. To view your excess usage rates and charges, login to your Members Portal with your username and password, select Mobile & Mobile Broadband, select My Rate Plan, and select your service number.

If we see that you reached excess usage in two consecutive months, we will let you know via SMS/Email and suggest that you take a couple of moments to make sure that you are on the right plan for your usage. To check out all available plans, you can log into your Members Portal with your username and password, select Mobile & Mobile Broadband, select Change Plan, and select your service number. To make sure you do not have any reason to make a change to better manage your usage, we have taken the following steps;

  • Provide the option to change plans at any time without a fee,
  • Allow you to change plans once every month, and
  • Allow you to change to any current plan offering, regardless of when you originally started your service with us.


Excess Spend Management Policy

The Excess Spend Management Policy is designed to protect customers from the risk of excessive excess fees and charges on their Mobile and Mobile Broadband Services. This policy has been designed to be self-managed by the customer via their Exetel Members Portal. The Exetel Customer Service Team are able to provide assistance and support for customers in instances where the Hard Cap is required to be reset and the customer does not have access to the member services portal.


How does it Work?

Included Value Plans
The Excess Spend Management Policy will restrict the amount of excess that the customer can accumulate in a monthly billing cycle, therefore protecting the customer from any unwelcome Mobile and/or Mobile Broadband excess charges. During normal usage of an Included Value plan, a customer will nominate to receive usage notifications (email or SMS or both email and SMS) at the pre-set usage brackets where usage has exceeded;

  1. 50% of the Included Value plan usage,
  2. 85% of the Included Value plan usage, and
  3. 100% of the Included Value plan usage.

Any usage after 100% of the Included Value plan usage will incur excess usage charges, charged at the rate outlined in the Full Rate Card provided with the service plan. It is at this point that the Excess Spend Management Policy is applied. The customer will receive four (4) additional notifications from Exetel where usage has exceeded;

  1. 50% usage of the Agreed Excess Spend Management Threshold,
  2. 85% usage of the Agreed Excess Spend Management Threshold,
  3. 95% usage of the Agreed Excess Spend Management Threshold, and
  4. 100% usage of the Agreed Excess Spend Management Threshold, at which point the service is temporarily suspended.

Once the service has been suspended due to the Excess Spend Management Threshold being exceeded, the service can reactivate in two (2) ways;

  1. Processing an Interim Billing Payment, or
  2. At the start of a new billing cycle.

The Excess Spend Threshold for Residential Services is fixed at $100.00 of excess spend within each billing cycle.

The Excess Spend Threshold for Business Services has three fixed thresholds available at the time of service activation, and for future modification via the Members Portal if requirements change.


PAYG Plans
Pay as you go plans do not include any data or voice inclusions as such, customers will not be receive standard usage notifications. To prevent customers from unknowingly accumulating large amounts of usage charges, the Excess Spend Management Policy is applied as follows;

PAYG customers have the option to select from three (3) predefined Threshold limits, with the option to select the most suitable Threshold for the intended purpose. The customer will receive four (4) notifications from Exetel where usage has exceeded;

  1. 50% usage of the Agreed Excess Spend Management Threshold,
  2. 85% usage of the Agreed Excess Spend Management Threshold,
  3. 95% usage of the Agreed Excess Spend Management Threshold, and
  4. 100% usage of the Agreed Excess Spend Management Threshold, at which point the service is temporarily suspended.

Once the service has been suspended due to the Excess Spend Management Threshold being exceeded, the service can reactivate in two (2) ways;

  1. Processing an Interim Billing Payment, or
  2. At the start of a new billing cycle.

The Excess Spend Threshold for Business Services has three fixed thresholds available at the time of service activation, and for future modification via the Members Portal if requirements change.

Changing the Notification Delivery Method
The customer has the ability to change the method in which the Excess Spend Management notifications are received via the Members Portal. To action a change, the customer can login to the Members Portal

All notifications sent are recorded in the Members Portal

What is suspended?
The service feature suspended is dependent on which Included Value category, or a combination of, have reached the agreed Spend Management Threshold. The feature/s suspended are outlined below;

    1. Talk, SMS & MMS - Suspend Service (full suspend)
    2. Talk & MMS - Suspend Service (full suspend)
    3. International Call - Block International Dialling
    4. Data - Deactivate Data (Voice services will continue)

Where a service has been suspended, and where the customer has processed an interim payment, the service will take between 15 to 30 minutes to reactivate.

Not applicable where service is Mobile Broadband as no Voice component is available

Can I Avoid the Temporary Suspension?
The Service will be suspended only once the 100% Threshold limit is exceeded. Customers are provided the ability to proactively reset the Threshold Limit once the excess usage reaches 85% via the Members Portal.

Important: Exetel Customer Service are only able to process Interim Billing transactions once the service has been suspended. They do not have the facility to proactively reset the Threshold Limit. That feature is exclusively available through the Members Portal.

Interim Billing Process

When is this applied?

If a service usage exceeds the Spend Management Threshold in a single monthly billing cycle, the service will be suspended. The service will not be able to be reset unless either an Interim Billing Payment is processed, or the service enters a new Monthly Billing cycle.

 

What is the Interim Charge?

The Interim Billing Payment is an intermediate payment for mobile or mobile broadband excess usage charges, PAYG charges, or any non-included charges that have been applied to the service for the current billing cycle which have exceeded the agreed Spend Management Threshold.

Where an interim billing payment is to be processed, the amount charged will be the exact amount agreed as the Spend Management Threshold for the current period. Any remaining charges will be billed on the next billing cycle.

For example: Mobile Plan - $19.95 month to month
25th of the Month 100% Spend Management Threshold is exceeded - service suspended
Total account charge $107.30
Customer initiates reactivation via the Members Portal
Interim Billing Payment processed for the amount of $100.00
Service reactivated (15 - 30 minutes)

The outstanding amount ($7.30) will remain on the account for payment on the next billing cycle.

 

How is an Interim Billing Payment Processed?

An Interim Billing Payment is a manually initiated EFT transaction by the customer via the Members Portal, or via Exetel Customer Service. The transaction can be processed by either using the banking details contained within the customer account, or by using an alternate Bank Account or Credit Card, at the time of the transaction.

Mobile broadband usage help

HERE TO HELP YOU TO MANAGE YOUR MOBILE BROADBAND DATA USAGE


There were times when your mobile broadband usage could get away from you, leaving you vulnerable to excess usage charges and an unpleasant high bill. Here at Exetel we want to protect our customers from bill shock and unpleasant surprises associated with excess usage. To make sure our customer are protected from nasty excess usage surprises, we take the following steps;

  • Send notifications by email when your Included Data Value usage reaches 50%, 85%, and 100%,
  • Provide you a usage meter for any Included Data Value component of your plan, and
  • Provide services subject to our Excess Spend Management Policy and Interim Billing Policy.

Usage notifications are sent when your usage is calculated to have reached 50 percent, 85 percent and 100 percent of your plan Included Data Value allowance. The notification notices are provided in as near real time as possible, however they can be delayed by up to 48 hours, and do not include usage outside Australia. If your usage reaches 100 percent of your Included Data Value allowance, excess usage charges will apply. To view your excess usage rates and charges, login to your Members Portal with your username and password, select Mobile & Mobile Broadband, select My Rate Plan, and select your service number. If we see that you reached excess usage in two consecutive months, we will let you know via email and suggest that you take a couple of moments to make sure that you are on the right plan for your usage. To check out all available plans, you can log into your Members Portal with your username and password, select Mobile & Mobile Broadband, select Change Plan, and select your service number. To make sure you do not have any reason to make a change to better manage your usage, we have taken the following steps;

  • Provide the option to change plans at any time without a fee,
  • Allow you to change plans once every month, and
  • Allow you to change to any current plan offering, regardless of when you originally started your service with us.

Excess Spend Management Policy

The Excess Spend Management Policy is designed to protect customers from the risk of excessive excess fees and charges on their Mobile and Mobile Broadband Services. This policy has been designed to be self-managed by the customer via their Exetel Members Portal. The Exetel Customer Service Team are able to provide assistance and support for customers in instances where the Hard Cap is required to be reset and the customer does not have access to the member services portal.

How does it Work?

Included Value Plans
The Excess Spend Management Policy will restrict the amount of excess that the customer can accumulate in a monthly billing cycle, therefore protecting the customer from any unwelcome Mobile and/or Mobile Broadband excess charges. During normal usage of an Included Value plan, a customer will nominate to receive usage notifications (email or SMS or both email and SMS) at the pre-set usage brackets where usage has exceeded;

  1. 50% of the Included Value plan usage,
  2. 85% of the Included Value plan usage, and
  3. 100% of the Included Value plan usage.

Any usage after 100% of the Included Value plan usage will incur excess usage charges, charged at the rate outlined in the Full Rate Card provided with the service plan. It is at this point that the Excess Spend Management Policy is applied. The customer will receive four (4) additional notifications from Exetel where usage has exceeded;

  1. 50% usage of the Agreed Excess Spend Management Threshold,
  2. 85% usage of the Agreed Excess Spend Management Threshold,
  3. 95% usage of the Agreed Excess Spend Management Threshold, and
  4. 100% usage of the Agreed Excess Spend Management Threshold, at which point the service is temporarily suspended.

Once the service has been suspended due to the Excess Spend Management Threshold being exceeded, the service can reactivate in two (2) ways;

  1. Processing an Interim Billing Payment, or
  2. At the start of a new billing cycle.

The Excess Spend Threshold for Residential Services is fixed at $100.00 of excess spend within each billing cycle.

The Excess Spend Threshold for Business Services has three fixed thresholds available at the time of service activation, and for future modification via the Members Portal if requirements change.

PAYG Plans
Pay as you go plans do not include any data or voice inclusions as such, customers will not be receive standard usage notifications. To prevent customers from unknowingly accumulating large amounts of usage charges, the Excess Spend Management Policy is applied as follows;

PAYG customers have the option to select from three (3) predefined Threshold limits, with the option to select the most suitable Threshold for the intended purpose. The customer will receive four (4) notifications from Exetel where usage has exceeded;

  1. 50% usage of the Agreed Excess Spend Management Threshold,
  2. 85% usage of the Agreed Excess Spend Management Threshold,
  3. 95% usage of the Agreed Excess Spend Management Threshold, and
  4. 100% usage of the Agreed Excess Spend Management Threshold, at which point the service is temporarily suspended.

Once the service has been suspended due to the Excess Spend Management Threshold being exceeded, the service can reactivate in two (2) ways;

  1. Processing an Interim Billing Payment, or
  2. At the start of a new billing cycle.

The Excess Spend Threshold for Business Services has three fixed thresholds available at the time of service activation, and for future modification via the Members Portal if requirements change.

Changing the Notification Delivery Method
The customer has the ability to change the method in which the Excess Spend Management notifications are received via the Members Portal. To action a change, the customer can login to the Members Portal

All notifications sent are recorded in the Members Portal

What is suspended?
The service feature suspended is dependent on which Included Value category, or a combination of, have reached the agreed Spend Management Threshold. The feature/s suspended are outlined below;

  1. Talk, SMS & MMS - Suspend Service (full suspend)
  2. Talk & MMS - Suspend Service (full suspend)
  3. International Call - Block International Dialling
  4. Data - Deactivate Data (Voice services will continue)

Where a service has been suspended, and where the customer has processed an interim payment, the service will take between 15 to 30 minutes to reactivate.

Not applicable where service is Mobile Broadband as no Voice component is available

Can I Avoid the Temporary Suspension?
The Service will be suspended only once the 100% Threshold limit is exceeded. Customers are provided the ability to proactively reset the Threshold Limit once the excess usage reaches 85% via the Members Portal.

Important: Exetel Customer Service are only able to process Interim Billing transactions once the service has been suspended. They do not have the facility to proactively reset the Threshold Limit. That feature is exclusively available through the Members Portal.

Interim Billing Process

When is this applied?

If a service usage exceeds the Spend Management Threshold in a single monthly billing cycle, the service will be suspended. The service will not be able to be reset unless either an Interim Billing Payment is processed, or the service enters a new Monthly Billing cycle.

 

What is the Interim Charge?

The Interim Billing Payment is an intermediate payment for mobile or mobile broadband excess usage charges, PAYG charges, or any non-included charges that have been applied to the service for the current billing cycle which have exceeded the agreed Spend Management Threshold.

Where an interim billing payment is to be processed, the amount charged will be the exact amount agreed as the Spend Management Threshold for the current period. Any remaining charges will be billed on the next billing cycle.

For example: Mobile Plan - $19.95 month to month
25th of the Month 100% Spend Management Threshold is exceeded - service suspended
Total account charge $107.30
Customer initiates reactivation via the Members Portal
Interim Billing Payment processed for the amount of $100.00
Service reactivated (15 - 30 minutes)

The outstanding amount ($7.30) will remain on the account for payment on the next billing cycle.

 

How is an Interim Billing Payment Processed?

An Interim Billing Payment is a manually initiated EFT transaction by the customer via the Members Portal, or via Exetel Customer Service. The transaction can be processed by either using the banking details contained within the customer account, or by using an alternate Bank Account or Credit Card, at the time of the transaction.

Pro-rata help

When starting a new mobile service, or when you bring your existing mobile number from another carrier, your service will be charged on a monthly billing cycle.

What this means to you is that for the first month, the plan charges and included value allocation/s will be charged/applied as a pro rata amount of the full month.

So when you receive the first bill for the month, your usage and monthly access fees will be calculated and charged based on the number of days remaining in the current bill cycle, and any included values & allocations will be calculated pro rata against the full monthly allowance.



For example:
Barry orders a new Mobile service on the 13th of a 30 day month.
The mobile service is activated on the 15th of the month.
The billing cycle allocated to the service is the 1st day of every month.
The pro rata calculation would be calculated as below;
Monthly Plan Cost: $30.00
Included Talk, Text & MMS: $600.00
Included Data: 2000MB


Number of Remaining Days

(Number of days in the month) - (number of days elapsed) = (remaining days)

30 - 15 = 15

Pro Rata Plan Cost

(Monthly plan cost) / (number of days in month) * (remaining days) = (pro rata monthly cost)

$30.00 / 30 * 15 = $15.00



Pro Rata Included Talk, Text & MMS

(Included Talk, Text & MMS) / (remaining days) = (pro rata Included Talk, Text & MMS)

$600.00 / 30 * 15 = $300.00



Pro Rata Included Data

(Included Data) / (remaining days) = (pro rata Included Data)

2000 / 30 * 15 = 1000MB


After the first bill, your monthly bill and included value allowance/s will be applied in full as per the critical information summary associated with your plan.

Network status

Click to view Current maintenance & outage updates

Current Services Status


 No Known Issues
 Intermittent Known Issues
 Mass Disruption

Status Service Description Territory Last Known Issue Details
Status ADSL Unplanned ADSL Outage - NARRABRI, NSW – In progress - TWS 2014-07-23 View
Status ADSL&Telephone Unplanned ADSL and Telephony outage - LAMB ISLAND, QLD QLD 2014-07-14 View
Status Mobile Broadband No known issues NSW 2014-07-08 View
Status Corporate Data No Known Issues NSW 2014-07-07 View
Status Fibre No Known Issues QLD 2014-07-01 View

Current Bandwidth Usage


To check that there isn't some sort of contention on any link in the Exetel network that might be temporarily affecting your speeds, you can check all of the usage graphs for every Exetel link in your Exetel User Facilities here: https://www.exetel.com.au/myexetel/useful_links/network_monitor.



Possible Problems Within Your Control


Over 95% of the support calls received by Exetel's help desk personnel turn out to be something, usually very simple, wrong with the user's equipment, settings or software. If, when you check the various status reports on this page there is nothing obviously wrong with either the parts of the network that Exetel controls or there are no notices from Telstra on outages/problems on their parts of the network it would be quite beneficial for a user to use the check lists below to determine whether they can resolve whatever difficulty they are experiencing themselves.

Please click on the self diagnostic check lists below to see if you can resolve a problem you are experiencing: