NBN
Terms & Conditions

NBN 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. A plan change fee may apply.

Up Front Charges

A once off line activation charge of $59 applies for a 12 month contract and $99 for a month-to-month contract when activating a new fibre or fixed wireless broadband service with Exetel.

Full Terms & Conditions >

Total Minimum Costs – 18 month contract

Total Minimum Cost on a 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).

Total Minimum Costs – 12 month contract

Total Minimum Cost on a 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).

Total Minimum Costs – month-to-month contract

Total Minimum Cost on a 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).

Full Terms & Conditions >

Early Termination Costs

18 month contract

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

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).

Full Terms & Conditions >

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.

NBN Speeds

NBN speeds tiers indicated are 12/1 Mbps, 25/5 Mbps, 50/20 Mbps and 100/40 Mbps. The availability of a speed tier is subject to service qualification. These speeds shown are the nominal network access port speeds. Actual internet data transfer speeds may vary.

12/1 Mbps, 25/5 Mbps and 50/20 Mbps speeds are deliverable over NBN Hybrid Fibre Coaxial (HFC), Fibre-to-the-Premises (FTTP) and Fixed Wireless infrastructure. 100/40 speeds are deliverable over Hybrid Fibre Coaxial (HFC) and Fibre-to-the-Premises (FTTP) infrastructure.

12/1 Mbps, 25/5 Mbps are deliverable over NBN Fibre-to-the-Node (FTTN) and Fibre-to-the-Basement (FTTB) infrastructure. 50/20 Mbps and 100/40 Mbps are deliverable to a limited range of Fibre-to-the-Node (FTTN) and Fibre-to-the-Basement (FTTB) connections.

The download and upload speeds stated are the maximum that each type of link can deliver and will rarely, if ever, be achieved by any user for all sorts of reasons. Exetel makes no guarantees of any kind or will be held liable for the actual speeds achieved by any individual user as we rely on our network supplier to ensure its services are provisioned to deliver optimum speeds at all times. Should you not be happy with the speed you are receiving, after Exetel has thoroughly conducted our troubleshooting processes, Exetel will allow you to cancel your service without penalty. Speeds are influenced by the following factors:

  • What’s happening on our suppliers and Exetel’s network at any given time
  • The type of content being downloaded.
  • The connection method within the premises.
  • The number of people at a residence using the service at the same time.
  • The source of the content being downloaded.
  • Your network, operating system, hardware, software and software configuration.
  • The quality of any copper network component.

NBN Co advise that there is a coexistence period for FTTN / FTTB products and ADSL services. This means that the Mbps minimum layer 2 bitrate speed is 12/1 for the coexistence period, and for the no coexistence period 25/5 Mbps. Therefore any speeds reached above these rates are deemed acceptable by NBN Co and not a fault condition of the product.

Full Terms & Conditions >

NBN Modems

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.

Porting your phone number

If you would like a working telephone line over your NBN broadband service you will require a VoIP compatible modem. When you register for an Exetel NBN broadband service you will need to choose between:

  1. Porting (transferring) your existing number to ExeFone or;
  2. Having Exetel supply a free Direct Inward Dial Number (DID) for use with your ExeFone service.


If you choose Option 1:

Porting your current phone number to an Unlimited Home Phone (VoIP) service 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 1300 788 141 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.

If you choose Option 2:

You will lose your existing PSTN number when the copper network in your area is shut down. If your service is an NBN Fibre-to-the-node (FTTN) or NBN Fibre-to-the-basement (FTTB) and you do not port your number at the time your new NBN service is activated, your existing telephone number will be permanently lost.

Unlimited Home Phone Plan

The Exetel Home Phone service on nbn™ is a VoIP service.

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

Full Terms & Conditions >