Mobile Broadband - Questions & Answers.

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What is mobile broadband?
Mobile broadband allows you to connect to the internet over the mobile phone data network. You can download and browse on the internet at high speed.

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How does Exetel provide mobile broadband?
Exetel provides a mobile broadband service via the Optus mobile network. Exetel provides a 4G SIM to access the service and you can buy a compatible device from us if you need one for your computer/device.

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How fast is mobile broadband?
Many variables impact the actual speed of your service including your distance from the 4G tower, the number of people accessing a particular tower at once and any obstructions that might be between you and the tower.

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Am I eligible? How can I check?
You can check the available Coverage Map on the mobile broadband service availability section of our website, or for a more accurate service qualification please call 1300 788 141 and one of our representatives will perform a detailed search based on your address.

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When I check with Optus the service is available however it's not seen as available with you. Could you explain why?
It is possible. Exetel utilise the same qualification tool but make our own judgment when informing the customer whether or not there is adequate coverage.

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If I am in a GPRS(2G) coverage area, will my service still work?
Your mobile broadband service will still work, however the speed of the service will be greatly reduced.

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Where is an Exetel mobile broadband service available?
You can check the available Coverage Map on the mobile broadband section of our website, or for a more accurate service qualification please call 1300 788 141 and one of our representatives will perform a detailed search based on your address.

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How long does it take to receive my SIM and/or USB stick?
The average time between submission and delivery is approximately 4 working days.

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How long does it take to activate my mobile broadband service?
Once you have received your package, you can log into My Exetel to activate your service. New services take approximately 15 mins to activate.

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I placed an order for a service without ordering a modem. But now I wish to order a modem as well!
Wait for the SIM only service to be activated and login to My Exetel and make a purchase there.

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How can I change my plan?
The Exetel Member's Facilities allows plan changes. To change your plan, log into My Exetel prior to the 27th of the month, click on “Services & Usage”, click “Manage” next to the service you wish to change the plan on then click “Change Plan”. Once you have selected your new plan, click “Submit”.

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I applied for a plan change, when will it take effect?
Plan changes take effect on the 1st day of the following month, as long as you have applied prior to the 27th of the month. If you apply after the 27th,the plan change will take place one month later.

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Can I use an Optus modem?
Yes an Optus mobile broadband modem can be used with an Exetel SIM.

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My SIM card is locked how can I obtain the PUK code to unlock my mobile broadband SIM?
You can log into your MyExetel facility, under “Services & Usage” click “Manage” next to the service you want to know the PUK code for and under “Service Details” you will see the PUK code listed. If you are still having difficulties, please contact Exetel provisioning via e-mail provisioning@exetel.com.au or call support on 1300 788 141 to retrieve your PUK code.

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Can I use a different SIM card (unused or obtained from another provider) to activate my mobile broadband service?
This cannot be done. Another provider's SIM cannot be used.

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I lost my mobile broadband SIM, how can I obtain a replacement SIM card?
Log into My Exetel, Services and Usage, Manage the mobile number of the lost SIM and the click SIM Swap to order or new SIM or;
Contact Exetel provisioning on provisioning@exetel.com.au or phone 1300 788 141

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Can I use my existing SIM?
No.

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What is the APN for Exetel ExeGo Plans
CONNECT

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I keep getting error 619 how do I get that fixed?
This is normally due to incorrect APN being entered, please double check that the APN is set correctly.

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The internet keeps dropping out, the light changes between blue and green. What should I do?
  1. Test the service at a different location, another room etc. It's possible that the signal is just poor where the connection is being used
  2. Try forcing the modem to connect at WCDMA only, this can be done via "tools" > "Options" > "Network" and select WCDMA only under "Network Type"
  3. Contact Exetel support for further troubleshooting

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