NBN Terms & Conditions

Terms summary

  • The service qualification check is only a preliminary result of plans available in your area. Please note that the result can vary in the process of submitting your order.
  • Uploads and downloads are counted towards your monthly data allowance.
  • Once you exceed your monthly allowance your download and upload speeds are restricted to 256/256kbps for the remainder of your billing month.
  • You can change plans in the My Exetel area of the website. You can change speed tier at any time without penalty.
  • Full Terms & Conditions see here.

Fees & Contract

  • Up Front Charges:
    A once off line activation charge of $59.99 applies for a 12 month contract and $99.99 for a month-to-month contract when activating a new fibre or fixed wireless broadband service with Exetel.
  • Total Minimum Costs:
    18 Month Contract Term = ((Monthly Broadband Plan Charge + Optional Add-On Features) x 18 Months) + Service Activation Charge. Additional service connection charges may apply depending on the type of connection (or reconnection) and the type of work required to activate your new broadband service. Charges are dependent on the type of work that needs to be done and will be decided by Exetel's network supplier and passed on to you at cost price (plus GST).

    12 Month Contract Term = ((Monthly Broadband Plan Charge + Optional Add-On Features) x 12 Months) + Service Activation Charge. Additional service connection charges may apply depending on the type of connection (or reconnection) and the type of work required to activate your new broadband service. Charges are dependent on the type of work that needs to be done and will be decided by Exetel's network supplier and passed on to you at cost price (plus GST).

    Month-to-Month Contract Term = ((Monthly Broadband Plan Charge + Optional Add-On Features) x 1 Month) + Service Activation Charge.Additional service connection charges may apply depending on the type of connection (or reconnection) and the type of work required to activate your new broadband service.Charges are dependent on the type of work that needs to be done and will be decided by Exetel's network supplier and passed on to you at cost price (plus GST).
  • Early Termination Costs:
    18 month contract
    Unless there has been a major failure to comply with statatory guarantee under the Australian Consumer Law an Early Termination Charge (ETC) of up to $350 including GST is payable if the Customer wishes to cancel their Fibre broadband service within the minimum contract term. The ETC will be pro-rated by the number of months remaining in the minimum contract term period. The Customer may cancel the Service at any time by giving Exetel thirty (30) days’ notice (including if the Customer does not wish to continue to use the Service after the end of the minimum term of a Fixed-Term Agreement). E.g. The Customer cancels an 18 month contract with 3 months remaining after the notice period end would be calculated as $350 divided by 18 months times 3 months. This would amount to an ETC of $58.33 including GST.

    12 month contract
    Unless there has been a major failure to comply with statatory guarantee under the Australian Consumer Law an Early Termination Charge (ETC) of up to $299 including GST is payable if the Customer wishes to cancel their Fibre broadband service within the minimum contract term. The ETC will be pro-rated by the number of months remaining in the minimum contract term period. The Customer may cancel the Service at any time by giving Exetel thirty (30) days’ notice (including if the Customer does not wish to continue to use the Service after the end of the minimum term of a Fixed-Term Agreement). E.g. The Customer cancels a 12 month contract with 3 months remaining after the notice period end would be calculated as $299 divided by 12 months times 3 months. This would amount to an ETC of $74.76 including GST.

    Month to Month Contract
    No Early Termination Charge (ETC) applies. The Customer may cancel the Service at any time by giving Exetel thirty (30) days notice (including if the Customer does not wish to continue to use the Service after the end of the minimum term of a Fixed-Term Agreement).

  • New Developments Charge:
    On 1 April 2016, NBN Co introduced a New Development Charge which is applicable to all Internet Service Providers. If your address has been classified by NBN Co as a new development, Exetel will be charged $300 by NBN Co. Exetel will charge you a $300 New Development Charge to connect your service. You can elect to pay this charge off monthly by selecting a 12 or 18 month contract term with Exetel. If you do, the monthly instalment of the New Development Charge will be applied to your monthly invoice for the life of your contract term. Should you cancel your service before your contract expires, any unpaid monthly New Development Charges will be added to your Early Termination Fee. Customers choosing a No Lock-in contract will be charged the once-off $300 New Development Fee on their first invoice. The NBN Co New Development Charge is in addition to Exetel's Service Activation Fee.

Phone

  • Porting your phone number & call costs:
    If you would like a working telephone line over your NBN broadband service you will require a VoIP compatible modem. Porting your current phone number is free of charge. Once your NBN service is activated your telephone number may take up to 3 days to transfer. During this time you will not be able to receive incoming calls until the port is completed. You will be able to make outgoing calls after you configure your Unlimited Home Phone (VoIP) service. If you cannot manage without receiving incoming calls during the transfer process please contact us on 13 39 38 to discuss your options. In some instances your existing telephone number may not be able to be ported. If this occurs we will contact you to discuss your options.
    Pay-as-you-go call rates - If you choose to port your telephone number to Exetel without ordering the Unlimited Home Phone (VoIP) service your pay-as-you-go call rates are as follows Home Phone VoIP Call Rates
  • Unlimited Home Phone Plan Add-on Features:
    Allows you to make an Unlimited Number of Untimed Calls to the nominated destinations which is covered by the Total Minimum Monthly Cost of the Add-on Feature bundle. This includes an Unlimited Number of Untimed Calls to Local, 13/1300, Standard National and Australian Mobile Numbers.

    Additionally, this Add-on Feature allows you to make an Unlimited Number of Untimed Calls to Fixed Landline Numbers in the following countries: United Kingdom, New Zealand, United States of America, China, Germany, France, Hong Kong, Canada, Japan and Singapore. Charges for calls made that are not included in your Unlimited Home Phone Add-on Feature will be payable in addition to the Total Minimum Monthly Cost.

    International, Satellite Calls and Directory Assistance Calls that are not included in the Unlimited Home Phone Add-on Feature bundle will have per minute rates (billed per second) applied as listed on Exetel's Phone Charges page.

    This service is for residential consumers and may not be used for commercial purposes. Please visit our Residential Acceptable Use Policy for more details. https://www.exetel.com.au/terms

Modem

  • You will need an NBN ready modem to connect to fibre-to-the-premises (FTTP) or Fixed Wireless service. A VDSL modem is required for fibre-to-the node (FTTN) and fibre-to-the-basement (FTTB) services to work. Exetel supply a range of NBN ready and VDSL modems in standard and VoIP enabled format and register all VDSL modems it supplies with NBN Co to ensure compliance with the set standards and enable full support.