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.
About contract lengths
If you choose a twelve-month contract it will expire on the anniversary date of your mobile service activation in twelve months’ time. You can cancel your mobile service with 28 days’ notice, however if you are within your twelve-month contract period and choose to cancel your service then cancellation fees will apply. Learn more.
Cancelling your plan
If you are on a 12 month contract and you choose to cancel your mobile plan early, you will be charged an early cancellation fee. The early cancellation applied will vary depending on whether you are 0-5 months or 6-11 months into your contract.
The early cancellation fee that applies to each mobile plan can found in our mobile plan rate card.
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 12-month plan
Upgrading is easy. If you find you need more data, you can upgrade your mobile plan from one twelve-month plan to another twelve-month plan with a higher monthly fee without having to extend your original contract term.
And any potential future early cancellation fees will apply to your new mobile plan for the remainder of the original plan contract term.
Downgrading your mobile plan from one twelve-month plan to another lower monthly plan twelve-month plan fee (or month-to-month plan) is not allowed. These changes are treated as a service cancellation and early cancelation fees will apply. Your new mobile plan will have its own new terms.
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.
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.
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.
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
Payments will be processed on your nominated credit card or bank account as follows:
- $1.00 test debit and credit
- the service activation fee (if applicable) – on placement of your order
- pro rata first month plan and usage charges for your service based on the date you activated to the end of the billing cycle – on 14th of each month
Please note that in your first month you only have pro rata call, message and data inclusions based on the time from service activation to the end of the billing cycle. Should you exceed your pro rata usage allowance you will be charged at the applicable excess usage rates.
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.