Exetel Home Phone - Questions & Answers.

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Where can I find Exetel’s Home Phone plans?
Please visit Our Plan page for Home Phone and ExeChat plan details. If you wish to sign up for a bundled telephone and internet connection with Exetel, please refer to our ADSL Bundle Plans page.

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How will I receive my Exetel bill?
Exetel will issue you a monthly invoice on the 14th of every month. This will be sent to your nominated email account and a copy is also available via My Exetel.

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How long does it take to provision a Home Phone service?
The provisioning time for Home Phone depends on whether you apply for a Bundle service or a Stand Alone service.
  • For Bundled services - 5 to 7 business days
  • For Stand Alone services - up to 5 business days

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What is the billing period?
Usage that is charged is invoiced in arrears and the wholesaler has advised Exetel of these usage charges. They will appear up to the 13th of the month on your current invoice. Recurring charges are charged one (1) month in advance for the forthcoming calendar month.

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What are the install/connection charges for a new Home Phone service?
The standard install charge for a new telephone line with Telstra is $59.00. If a technician is required to attend the site, it may be more. These charges are subject to change.

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How do I change my debit/ credit card account or change my payment method?
You can access, make the changes or update the details via your My Exetel tab.

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I have been charged for phone calls made in a previous month on this month’s invoice. Have I been double charged?
No. The wholesale supplier has a timeframe of 190 days to bill on calls made. Hence, as long as the itemize calls in the invoices are within 190 days you are liable to pay.

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How do I pay for my Exetel service?
A: Exetel offer 2 payment methods: Direct Debit from a nominated bank account or Credit Card payments. Payments made by Credit Card (Visa, MasterCard or American Express) incur a 1.0% transaction fee. To avoid card payment fees, setup Direct Debit as it's the fee free option.

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Is there any monthly minimum spend for Exetel’s Home Phone service?
There's no monthly minimum spend for your Home Phone Service. However, there is a monthly telephone line rental fee.

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What do the terms on my bill mean?
Invoice issue date: We will issue your invoice to you on the 14th of every month.
Invoice due date: This is the date we will debit your nominated bank account or Credit Card.
Usage charges: These are the charges you accrue by using the service, such as telephone calls or data usage charges.
Recurring charges: Your recurring charges are the plan charges (fixed) that you pay each month for the calendar month of usage.

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Does Exetel’s Home Phone Service come with a Service Level Agreement?
No, as the service is a residential grade service, there is no Service Level Agreement.

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What is the Acceptable Use Policy for Exetel Home Phone?
Please visit our Terms & Conditions page to find the Acceptable User Policy for Home Phone Service.

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What are the terms and conditions for Exetel Home Phone?
Please visit our Terms & Conditions page.

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How am I billed for calls if I have an ADSL service as well?
Your telephone call charges are fully itemized on the same invoice as your ADSL service. All the telephone calls are recorded on number of hours/minutes/seconds and also the time and the date of the call made. How can I check on my telephone call usage during the billing month? You can check your telephone call usage by logging in to your Exetel members facility.

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Can I cancel my ADSL and still have a Home Phone telephone line with Exetel?
Yes if your ADSL and telephone bundle service is on Telstra infrastructure, you can cancel your ADSL service and keep the Home Phone telephone line with Exetel. You will be charged the line rental and call rates applicable.

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