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stars Unlimited national calls & text
tower Powered by Optus 4G network

Mobile Phone Service Terms of Use

Network performance

Exetel uses the Optus mobile network to supply your mobile service. The performance of your service can be impacted by many factors such as: your location and distance from the Optus mobile tower; using the service inside a concrete building; the number of users sharing the network; the source of your download; general internet traffic; your hardware and software configuration.

How data allowances work

Whether you’re downloading or uploading, as you use your data we count each session in kilobytes. This means you get more usage out of your total data plan each month than if we counted in megabytes. That means your data goes further.

Each Exetel mobile plan comes with a monthly allowance of measured in gigabytes, which is 1,000 megabytes.

Exceeding your data allowance

If you do happen to exceed your monthly data allowance, Exetel will automatically add additional data in 1 GB blocks for $10 each (for the whole gigabyte).

There is no roll-over or refund to the next month for any unused data allowance. And for the first month your data allowance is prorated based on the days left in your billing cycle.

Cancelling your plan

No lock-in means you can cancel your mobile service at any time by giving 28 days notice to Exetel.

Exetel acceptable use policy

Plans with unlimited call or text allowances are subject to Exetel's mobile service acceptable use policy. You can read our acceptable use policy here.

Changing your month-to-month plan

You can do this at any time. Please submit your plan changes before the 27th of the month to ensure it is in effect from the 1st of the following month.

Payment information

A payment verification charge of $1 will be debited to your account at the time of sale. This will be credited back to you on your first invoice. You can also organise to pay by Direct Debit to avoid the 1% Credit Card surcharge.

Rate card

Before purchasing any of our mobile plans you should read and become familiar with our rate card. Our rate card allows you to compare inclusions and charges across all services and plans.

International calls

Some plans come with an included monthly value of international calls made from Australia to overseas fixed and mobile numbers. This allowance is prorated in your first month on the basis of the time left in your billing cycle. Once you exceed you included value allowance, excess charges will apply. You can learn more about international call charges here.

Billing & payments

When you place your order for a mobile service with Exetel, a payment verification charge of $1 will be debited from your credit card or bank account. This will be credited back to you on your first monthly bill, or as soon as possible if your service cannot be activated.

If you have ordered a USB or wireless modem from Exetel we will email you your bill for the modem and shipping costs at least 4 days before your service is activated. We will also debit your account at the same time.

Once your service is active, we will email your first invoice and after 10 business days of the invoice date, we will debit your credit card or bank account for:

  • Any service activation charges due
  • Pro-rata first month plan fee for your service based on the date activated to the end of the billing cycle
  • If your service is activated after the 14th of the month you will be billed the following months recurring plan fee

After this, your monthly bill will be emailed to you on the 14th of each month in pdf format to the nominated email account provided during the ordering process.

Your ongoing monthly bill will include charges for both the current month recurring plan fee and any prior-month excess usage or other billable activity.

Your nominated bank account or credit card will be debited after 10 business days of your receiving your monthly invoice.

Credit check

When you order a service, Exetel may give information about you to a credit reporting agency to obtain a consumer credit report about you and/or allow the credit reporting agency to create or maintain a credit information file containing information about you. This information may include the details given by you to Exetel when ordering your service.

Porting your mobile service number to Exetel

When you port your mobile number to Exetel, you enter into a new contract with us.

To have access to the 4G LTE network, a compatible 4G handset is required and you need to be in a 4G coverage area. In any area where 4G is not available, or if you are using a 3G handset the service will fall back to the 3G service.

When you transfer of your mobile service number to Exetel, the process may take up to 1-2 days to complete and there may be an interruption to your service whilst the transfer is processed.

Porting your number

When you place an order with Exetel to transfer an existing mobile number, you authorise Exetel to port this number from your existing mobile service provider. You also authorise Exetel to disclose your mobile service number, request to port, and network type to other network providers and portability service suppliers, for the purpose of routing of calls, complaint handling, customer network fault management and routing of SMS messages to your mobile service number after porting activity.

If you elect to port your mobile number when ordering an Exetel service, the service and/or any related inclusions or features will not be transferred by your current mobile service provider to Exetel. Placing an order with Exetel may also result in the finalisation of your account with your current supplier. On activation of your account, you should confirm that your previous supplier has ceased billing you.

By porting your mobile service number to Exetel, you may be liable for costs and obligations associated with your mobile service to you previous provider.

If you have a current contract with your existing mobile service provider, you may be liable for early termination charges from your existing provider. These costs are your responsibility and should be checked before ordering your new mobile service from Exetel.