NO LOCK-IN CONTRACTS, JUST AWESOME ESIM MOBILE PLANS

Whether you're downloading or uploading, as you use your data, we count each session in kilobytes (1,024 bytes). 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 1,024 megabytes. 

Exetel acts as a reseller of telecommunication services and we use the networks of a number of principal carriers, including part of the 5G and 4G mobile network and capabilities of Telstra Corporation Limited, to provide these services. 

The mobile solution of Exetel Prepaid Mobile Voice Plans provide a 5G coverage footprint of 75%, a 4G coverage footprint of 97.9% and a combined 5G and 4G coverage footprint of more than 98.8% of the Australian population covering 1.62 million square kilometres. 

The mobile solution of Exetel Prepaid Mobile Voice Plans have extensive breadth and depth of coverage and support by a quality network. 

The mobile solution of Exetel Prepaid Mobile Voice Plans underpinned by over 3,200 5G and 8,800 4G sites. 

The network capability of Exetel’s mobile solution has access to download speeds of up to 250Mbps on 5G across 75% of the population. 5G devices will enjoy typical download speeds of 10-250Mbps and upload speeds of 1 to 40 Mbps in 5G coverage areas. 

Your speeds will also vary due to factors such as device capabilities, location, distance from the base station, local terrain, user numbers, hardware and software configuration, download source / upload destination and network management measures. 

To ensure you have the best possible mobile experience, please ensure your mobile device is compatible with eSIM and the following frequency bands: 

• Minimum device specification = Main Band capability 

• Optimal device specification = Main + Additional Capacity Bands 

4G - LTE Data 
Main Band 

• 700MHz (B28) 

Additional Capacity Bands 

• 1800MHz (B3) 

• 2100MHz (B1) 

• 2600MHz (B7) 

5G - Data (from 4 July 2022) 
Main Band 

• 3600MHz (n78) 

Additional Capacity Bands 

• 850MHz (n5) 

• 2600MHz (n7) 

• 26GHz (n258) 

Want to quickly check if eSIM will work on your device? Simply dial *#06#. 
If your phone supports eSIM, you’ll see a 32-digit EID number like this one. 
The following devices are not eSIM ready: 

• Samsung Galaxy A13 5G, Samsung Galaxy A13 4G, Samsung Galaxy A15 

• 5G, Samsung Galaxy A35 5G 

• Motorola moto g62 5G 

• OPPO a53s 

If you do happen to exceed your monthly data allowance and your Data Bank is empty, Exetel will automatically block your data usage. If you want your data to keep flowing, you can, or you can recharge (or upgrade) your plan early and get another plan allowance for another 30 days. Recharging when you run out of data can be done manually when you want to recharge or you can set it to be done Automatically to save you the hassle, the choice is yours.

No lock-in means you can cancel your mobile service at any time. 

If you'd like to cancel your service but keep your mobile number, you'll need to port it to another provider before cancelling with us. Once that's done, log in to the app and follow the prompts. We'll then send a confirmation to your email. 

A payment verification charge of $1 may be debited from your account at the time of sale. This will be credited back to you on your first invoice. Payments made by Credit card incur a 1% transaction fee. You can avoid this fee by selecting to pay via PayTo. This option is available in your Exetel app after order confirmation, under Payment and Invoices.

If you are experiencing financial hardship, please contact us via our website or call us on 13 39 38.  

At the end of each pre-paid voice plan validity period (30 days), any unused data will be credited to the Data Bank. There is up to 500GB maximum upper capacity limit for the Data Bank. Any attempts to credit data to the Data Bank that has a balance of 500GB will fail. If you downgrade your Exetel mobile pre-paid voice plan, the Data Bank balance will be lost/forfeited and reset to zero. In a downgrade scenario, unused plan or Add-on data will be credited to the new Data Bank balance after the reset to zero. 

When you use the data service associated with your pre-paid mobile voice service, the data usage/consumption priority is as follows: 

• Bonus Data / Add On data (if applicable) 

• Included Plan Data Allowance 

• Data Bank 

Enjoy unlimited national calls and texts with our prepaid plan. The plan operates on a 30-day cycle and includes auto-recharge for your convenience. Any unused data will roll over into your Data Bank, with a maximum of 500GB. You'll also get unlimited standard calls and SMS within Australia. If you're on the 5G Value, Extra-Value, Choice, Plus and Max Plan, this benefit extends to 15 selected international countries. These countries are: 

Bangladesh, Canada, China, Greece, Hong Kong, India, Ireland, Japan, Malaysia, New Zealand, Singapore, South Korea, Thailand, UK and USA. 

If your plan does not include this feature, you can change plans within the Exetel app.  

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. 

Scam activity is on the rise in Australia. Scammers are using a wider array of methods, techniques, and communication avenues to reach unsuspecting victims. They are also becoming more refined at impersonating legitimate government departments, businesses, and organisations to attempt to gain access to your money and personal information. Learn more about scams and how to protect yourself here. 

If you’re transferring your number, the process can take between 15 minutes to 4 hours for your number to port to our network. Please note that porting is only available between 8 a.m. to 8 p.m. (Standard Time) from Monday to Friday, and 10 a.m. to 6 p.m. (Standard Time) on Saturday, Easter Monday, King’s Birthday and Boxing Day. If you start the port outside these hours, it will be queued until porting hours resume. 

You can purchase up to 5 eSIM Only plans. However, not all at once.  

Unfortunately, Exetel eSIM Only Plans do not offer Global Roaming. 

If your SIM is lost or damaged, you can easily order a new eSIM through the Exetel app. Simply log in, confirm eSIM compatibility with your device, place your order and activate your new eSIM.  

To set up the eSIM on another device, install theExetel app on that device, log in, and follow the on-screen instructions. Ensure you're connected to Wi-Fi during the process. 

Your mobile prepaid service is set to auto-recharge every 30 days by default. You can choose to disable this within the app however enabling this ensures your service will auto-recharge when you run out of data mid-cycle. 

To change your plan, open the app, select your preferred plan, and choose whether to activate it immediately or at the end of your billing cycle. A new allowance cycle will begin on your chosen date, and your plan will auto-recharge every 30 days. 

Tethering on any Exetel mobile plan is as simple as connecting your phone (via cable, Bluetooth or Wi-Fi) to your tablet/computer and clicking search. 

Tethering is active by default on all plans to make it easy to use your service however you want to use it. 

When you connect your phone to another device, it will provide you the ability to share your mobile data connection to access the internet. By tethering your device, you will use your included data allowance. 

Exetel mobile plans allow you to setup a call diversion on your mobile, to any Australian fixed line or mobile number. Any diversion charges are part of your included voice allowance. 

• How does it work 

  • The new capability is designed to find and block malicious SMS with suspicious links or a telephone number as they travel across our wholesalers’ network, stopping them before they reach your mobile phone. It’s another tool in the fight against SMS scams and extends our wholesalers’ industry-leading  Cleaner Pipes initiative that helps protect our customers from scam phone calls and messages, and computer intrusions. 

    This capability is complex but in simple terms it applies knowledge of what a malicious SMS looks like as it travels across our wholesalers’ network and if it looks suspicious it will block the SMS sent to you by taking a copy of the SMS for our messaging team to review and confirm it is malicious before blocking further malicious messages with the same criteria or near matches. 

    It does this by automatically machine scanning the content of messages travelling on our wholesalers’ network to find suspicious patterns and characteristics, along with other data including time, sender, number of messages sent, and recipient. Suspicious SMS are reviewed [by experts] to identify if the message is a scam (the details of the recipients remain masked). If a scam is identified, the technology will block future messages with the same criteria or near matches. 

    The capability does not offer a fool-proof solution to scams; criminals evolve and find new methods to attempt to scam Australians. For example, if they guess our wholesaler has blocked a message that has a suspicious link, they will try to change the characteristics of the SMS to avoid being blocked. You must continue to be alert to the possibility that when you receive an unexpected message, that it may not be genuine and not click on links. 

• Will it block a message that I wanted to receive?

  • Our wholesaler cannot guarantee 100% accuracy of the scam filter so there is a very small chance that a legitimate message will not be delivered. During their trial, they have not received any substantiated complaints about legitimate messages being blocked. 

    However, if you are sending legitimate messages and have evidence that they are not being delivered or you have evidence you have had a legitimate message blocked, please contact our business mobile support team and we’ll raise a fault ticket with our wholesale supplier. 

• Could high-volume messages be mistaken for scams? 

  • Legitimate commercial messaging sources are excluded from blocking. This means that SMS sent on our wholesalers’ network by banks and other businesses, government departments, Emergency Alerts, and applications like MessageBank and system notifications from our wholesalers’ Mobile Network or IT Platforms are not scanned and will not be blocked. 

    Some scammers use our wholesalers’ handset plans to send high volumes of traffic in breach of the Acceptable Use Policy. Messages sent from a service on a mobile plan will be scanned and may be considered potential scam. 

    Our wholesaler has not received any substantiated complaints about legitimate messages being blocked since the Scam SMS service has been launched. 

• Do I have to do anything to have this feature added to my device? 

  • No, our wholesaler has turned it on across their mobile network and there is no need for you to do anything to receive the benefits of blocking malicious SMS. Our wholesaler won’t send you an email or text to click on a link to opt in or out – if you receive one of these it will be a scam so they should not click on the link. 

• How will the opt out feature work? 

  • When activated, our wholesaler expects the SMS scam filter will block millions of malicious SMS messages sent to customers on their wholesale network per day. Most customers will enjoy the benefit and not wish to opt out. 

    All Exetel (Telstra) mobile customers have this technology turned on by default. To opt-out, send an SMS to 0438 214 682 with the words FILTER OFF. To opt back in, send an SMS to 0438 214 682 with the words FILTER ON. 

• How will one of your customers know if the opt-out or opt-in has worked properly? 

  • When you send an SMS to 0438 214 682 you will receive an automated response as follows: 

  • Text message from SMS Scam Filter to respond to FILTER ON from customer 

    The SMS Scam Filter is now activated for your mobile service. This technology is designed to reduce the number of SMS Scam messages delivered to your mobile service. You can opt out of this service by texting FILTER OFF to 0438214682. 

  • Text message from SMS Scam Filter to respond to FILTER OFF from customer 

    The SMS Scam Filter is now OFF for this service. To turn on, text FILTER ON to 0438214682. 

  • Text to respond to FILTER STATUS (whichever is appropriate) 

    The SMS Scam Filter is now OFF for this service. To turn on, text FILTER ON to 0438214682. 

    The SMS Scam Filter is now ON for this mobile service. This technology is designed to reduce the number of SMS Scam messages delivered to your mobile service. You can opt out of this service by texting FILTER OFF to 0438214682. 

  • Text to respond to any other input 

    Sorry, the command you sent wasn’t recognised. Please send a message that contains one of the following commands: 

    FILTER ON - opt in for the Scam Filter 

    FILTER OFF - opt out of the Scam Filter 

    FILTER STATUS - display current applied status of the Scam Filter 

• It won’t stop all scam messages, correct? If so, how can you report scams that slip through? 

  • To be clear, the scam filter will not be blocking unsolicited or unwanted commercial messages ("spam"). Legitimate businesses are obliged to let you stop their marketing, typically by replying STOP. 

  • The scam filter is designed to block malicious SMS aiming to trick you into calling the scammers or clicking on a malicious link. 

  • The scam filtering platform has a demonstrated history of accurately blocking scam messages for other mobile operators. Messages will only be blocked if verified to be part of a scam campaign, against agreed criteria and with support from our cyber and scam experts. 

• What human intervention is used, or is it all AI? 

  • The technology requires some degree of manual review by people. A small internal technical team in Australia (at our wholesaler) reviews a sample of suspected scam messages including the hyperlink. 

  • The recipient data is removed to protect privacy before the suspicious content is manually reviewed. If the team identifies a message as scam, they will fine tune the technology to block future messages with the same criteria or near matches unless the recipient has opted out. This manual confirmation helps reduce the risk that legitimate messages are blocked. The platform is also set up so it cannot be used for any other purpose. It is secured to the same high standard as the rest of our wholesalers’ network, with access restricted and logged. 

• Can the scam filter system be applied to other messaging apps like WhatsApp, or is it just SMS? 

  • The SMS scam filter can only be applied to SMS on services on the Telstra Wholesale mobile network. It will not be applied for "over the top" messaging applications like iMessage, WhatsApp, Facebook Messenger, or end-to-end encrypted services. 

    If you receive a scam using one of those applications, you should report it to the operator of the service. 

• Will you be blocking unsolicited political messages? 

  • Politicians, charities, and religious organisations are some of the organisations and entities that have exemptions to the Spam Act. They will not be blocked under this platform / the SMS scam filter. 

• If things aren’t working out: 

  • If you do not want to be involved at any time with this technology, that's okay. 

    Just send a text message with the words "FILTER OFF" to 0438 214 682 to opt- out of the filter setting. 

• Will my SMS and related metadata stay in Australia? 

  • Yes. Your communications including SMS and attached metadata will remain located in Australia on Telstra Wholesale infrastructure. 

• Why should I trust Telstra Wholesale? 

  • Telstra Wholesale has a long history of upholding the privacy and security of its customers and a demonstrated track record of transparency in cyber security matters. The SMS scam filter technology is intended to improve customer experience, by implementing robust cyber security measures that aim to reduce the number of scams people are exposed to. 

• Why did we need to wait for the government to legislate/make changes? 

  • Identifying and blocking malicious SMS on our wholesalers’ network is permitted. Our wholesaler has undertaken a coordinated response with Government, who made new regulations to give industry more clarity and confidence and the authority to detect and block malicious SMS scams, to improve the cyber resilience of their networks. 

• Is any of the data reported to the Government or regulatory bodies, if so what and to who? 

  • Telstra Wholesale regularly shares information on the latest scam techniques and campaigns to support the government in their efforts to combat scams and cybercrime. Any information they share for this purpose is anonymised and aggregated e.g., sample of scam SMS, or volumes of suspected scam SMS messages observed on our network. No customer information is provided. 

• Are all telecommunications providers using the same product? If not, why? 

  • The product used for identifying and blocking malicious SMS is available commercially, and there are other similar products in market. Telstra Wholesale are focused on delivering this protection for customers on the Telstra Wholesale network, and the more providers that take a similar approach, the better the outcome for the security and resilience of Australia. 

• Are any overseas carriers undertaking the same work? Who are they and has Telstra Wholesale consulted on this program? 

  • Overseas carriers are using similar programs with scam and fraud detection capabilities. Telstra Wholesale are aware of carriers in Spain (Telefonica) and the UK (BT and Vodafone) who use such technology to great effect. 

Once your service is activated, follow these steps to set up your eSIM in the Exetel app: 

eSIM on iOS device 

• Make sure you're connected to Wi-Fi.  

• Login to the Exetel app.  

• Tap 'Set up your eSIM' - your device will guide you through the setup. We don't control the next steps, so make sure to follow the prompts carefully.  

If you are setting up the eSIM on another iOS device
Install the Exetel app on that device, log in, and follow the on-screen instructions.   

eSIM on an android device  

• Make sure you're connected to the Wi-Fi.  

• Open this email on a second device (such as a laptop or tablet), then open the attachment to display the QR code.  

• With the device you want the eSIM to be installed on, use the camera to scan the QR code.  

• Follow the on-screen prompts – your device will guide you through the setup. We don't control the next steps, so make sure to follow the prompts carefully.