Better business with nbn™

 

Having fast internet speeds can help you provide your customers with the best possible experience and give your staff with the most powerful tools. We’ve made choosing the right nbn™ simple. We’ve added all the tools you need to help your business find the next gear. Check out our plans and inclusions.

 

  • Unlimited data
  • Free activation
  • Free WiFi modem on 12-mth plan
  • Free hosting

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Choose your contract:

Choose your speed tier:

Standard nbn25

Typical Evening Speed 23 Mbps

Unlimited data

  • total upfront cost | $20
  • $60/mth

Standard Plus nbn50

Typical Evening Speed 43 Mbps

Unlimited data

  • total upfront cost | $20
  • $70/mth

Premium nbn100

Typical Evening Speed 83 Mbps

Unlimited data

  • total upfront cost | $20
  • $105/mth

Add your business extras:

nbn™ WiFi Modem
FREE
+ $20 shipping

Your ZTE modem provides full remote diagnostics and support for your nbn™ service.

Included.
Unlimited Business Call Pack
$10/mth

Add this great-value call pack for unlimited business phone calls. Transfer your existing number for free.

  • Unlimited local & national calls
  • Unlimited 1300/13 calls
  • Unlimited calls to Australian mobiles (in Aus)
  • International call rates
Add to cart

Your Summary:

12-mth contract

(Min charge $1280)

$105/mth

Order now

Things you need to know

Available subject to qualification

Plan inclusions, prices and promotional offers advertised may not be available at all addresses. The service qualification address check is only a preliminary result of plans and prices available in your area. Please note that the result may vary, together with plans, prices and promotions available at your address, as we process your order and connection.

How speed tiers work

A speed tier speed is the theoretical maximum speed of the access line connecting your premises to the NBN. The actual speeds you experience, particularly during busy periods, may be limited by demand in other parts of the network and will typically be much slower. For more information, see about nbn™ speeds.

Typical Evening Speed explained

Typical Evening Speed is the average speed experienced by a representative group of users between the hours of 7pm and 11pm. It is not a guaranteed minimum speed and past performance is not an indication of expected future speed. The actual speed you will experience depends on many factors such as your access technology, the total demand on the network, local internet traffic and your physical line condition. For more information see about nbn™ speeds.

About FTTN/B/C speeds

Not all FTTN, FTTB or FTTC access lines support speed tiers above nbn12. We can’t confirm your maximum access line speed until after your service has been installed. Once your service is installed and activated, your maximum access line speed will be tested. If your line will not support your chosen speed tier we will inform you and to offer move you to a lower speed tier and refund any extra money you have paid for the higher speed tier.

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.

About FREE activation

Where advertised as free, the Exetel broadband plan activation fee only is free. Depending on the service ordered, there may be additional up-front charges which are not free and will be charged as per our Terms of Use. These charges include, but are not limited to, charges such as Phone Line Activation Fee or Copper Line Installation Charges, Lead-in or Additional Cabling, Equipment Charges such as Modems, Routers or Splitters, Missed Appointment Fees or any complex on site work required to provide a functional broadband service.

Modem shipping costs

To ensure the optimum performance of your service, and to allow Exetel to deliver full technical support we recommend purchasing our ZTE ZXHN H268A modem when you order your service. A $20 shipping charge applies to all modems, whether or not the modem is supplied free as part of the broadband plan or ordered separately.

Speeds on wireless broadband

The Premium nbn100 peed tier is not available on wireless connections. The highest speed tier available on a wireless service is Standard Plus nbn50.

Exetel acceptable use policy

Plans with unlimited data or call allowances are subject to Exetel’s internet acceptable use policy and telephone service acceptable use policy.

Business nbn™ plans packed with value.

9 reasons to choose an Exetel value-packed Business nbn™ plan

Dedicated account manage

Dedicated account manage

We’ll give you your own Exetel account manager. So you can speak to the same helpful person, whenever you need assistance with your account.

Unlimited Downloads

Unlimited Downloads

Unlike many other internet providers, we don’t split your download allowance between peak and off-peak times periods. We give you unlimited data, because life is too short to count GB’s.

Free uploads

Free uploads

We don’t count your uploads in your monthly data quota. Only your downloads count. So your uploads are all free.

Flexible contract terms

Flexible contract terms

Choose between a 12 or No Lock-in contract. If you choose 12 months you’ll pay no activation fee.

30 Free email addresses

30 Free email addresses

That’s a lot of email addresses. More than enough to cover most small businesses.

Free Website Hosting (1GB)

Free Website Hosting (1GB)

We’ll host your website (up to 1GB) for FREE. Website hosting is included in your plan cost.

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Free public static IP address

Great if you want to host your own email server or provide remote access to your staff for VPN use or remote cloud access to your CRM.

FREE nbn™ ready VoIP modem

FREE nbn™ ready VoIP modem

Choose a 12-month contract on an unlimited plan and receive a FREE nbn™ ready VOIP compatible modem

$10/mth Unlimited Calls

$10/mth Unlimited Calls

You can choose to add a $10/mth Unlimited Business Phone Call Pack and get line rental plus unlimited local, national, 1300/13 calls and calls to Australian mobiles.

About nbn™ speed

What determines the overall speed of your connection?

Many factors affect the internet speeds achievable at your premises. These include:

  • the connection technology at your address
  • the quality of the connection in your area and your premises
  • co-existence period
  • network congestion
  • your in-premises wiring, equipment and use.

The factors affecting internet speeds are described in more detail below.

Connection technology and selected speed tier

Depending on your specific address, different connection technologies can be used to connect your premises to the Exetel nbn™ network. Each connection type has a different theoretical maximum speed. In addition, within each technology, multiple speed tiers may be available. The table below explains the variety of nbn™ connection types.

Connection technology
Description
Fibre to the Premises (FTTP)
Optical Fibre runs from the internet and Exetel’s network direct to your premises.
Hybrid Fibre Coaxial (HFC)
Optical Fibre runs from the internet and Exetel’s network to a node in your street or nearby street. An existing ‘pay TV’ or coaxial cable then runs from the node to your premises.
Fibre to the Node (FTTN)
Optical Fibre runs from the internet and Exetel’s network to a node in your street or nearby street. Copper wires (usually the existing phone line) runs from the node to your premises.
Fibre to the Curb (FTTC)
Optical Fibre runs from the internet and Exetel’s network to a pit in footpath close to your premises. Copper wires (usually the existing phone line) runs from the pit to your premises.
Fibre to the Building (FTTB)
Generally used in apartment blocks or similar type of buildings. Optical Fibre runs from the internet and Exetel’s network to a node in your building’s communications equipment room. A copper cable runs from the node your premises.
Fixed Wireless
Typically used in circumstances where the distance between premises is large. A fixed antenna on your roof receives a signal from a wireless tower.
Satellite
A satellite dish is installed on your premises and receives a signal from a satellite.

Typical Evening Speeds

Typical Evening Speed is the average speed experienced by a representative group of users between the hours of 7pm and 11pm. It is not a guaranteed minimum speed and past performance is not an indication of expected future speed.

The actual speed you will experience depends on many factors such as your access technology, the total demand on the network, local internet traffic, your physical line condition, the hardware and software you use, the location of your data source and the performance of WiFi within your building. Current typical evening speeds on the Exetel nbn™ network appear in the table below.

Speed Tier configured on nbn12
Speed Tier configured on nbn25
Speed Tier configured on nbn50
Speed Tier configured on nbn100
Speed Label
Basic Evening Speed
Standard Evening Speed
Standard Plus Evening Speed
Premium Evening Speed
Typical Evening Speed (7pm – 11pm)
11 Mbps Download
23 Mbps Download
43 Mbps Download
83 Mbps Download
Typical Off-peak Speed (outside 7pm – 11pm)
11 Mbps Download
23 Mbps Download
44 Mbps Download
87 Mbps Download
Ideal for
Browsing and emails
Streaming music and video and web browsing
Multiple devices streaming HD video and music streams with many users
Multiple HD video and music streams, families and gamers and heavy downloads

To understand download speeds, it may help to think of the Exetel network as like a freeway. Your speed tier sets a maximum speed limit for how fast your data is allowed to travel on that freeway. During quiet periods, data may be able to travel across the network at the relevant speed tier ‘speed limit’. During peak periods, however, like any freeway, the speed of data on the network often slows with congestion and the speed at which your data can travel will often be much less than the ‘speed tier’ speed limit of your access line.

The connection to your area and premises

Factors specific to your access line at your address can affect your internet speeds. These include:

FTTN or FTTB technology

  • Length of the copper line from the premises to the node
  • Quality of the copper line from the premises to the node
  • Weather conditions
  • Quality and layout of in-premises cabling
  • Internal and external electrical interference

HFC technology

  • Quality of co-axial cable
  • Quality and layout of in-premises cabling
  • Internal and external electrical interference

Fixed Wireless technology

  • Signal strength or obstruction of the antenna’s line of sight to the tower
  • Weather conditions, like extreme heat and heavy rain

FTTN/B/C speeds

The maximum speed that your access line is capable of (your access line speed) can only be determined once your FTTN/B/C service has been installed and tested. If this access line speed is limited for any reason (including the co-existence period), you may not benefit from selecting a higher network speed tier.

Once your nbn™ service is activated, NBN Co will test your access line speed. If NBN Co advises us that your access line is not capable of supporting the speed tier you have chosen, we will give you the option to move your service to a lower speed tier and credit any difference in speed tier charges you have paid. You must let us know that you wish to downgrade your plan speed tier within 3 months of your nbn™ service being activated to receive a credit.

FTTN/B/C Co-existence period and potential speed impact

Co-existence means that your nbn™ FTTN/B/C service, which partly uses the copper network, will co-exist with other services using the copper line from your local exchange to your premises. These other co-existing services include:

  • ADSL, ADSL2, ADSL2+
  • SHDSL
  • ISDN
  • Any other Copper ULL based service other than VDSL

The Co-existence period is the period of time commencing from the date you are first able to acquire an nbn™ FTTN/B/C service, up to the date which all legacy services (listed above) are disconnected from your local exchange.

The presence of legacy services during the Co-existence period may adversely affect the performance of your nbn™ FTTN/B/C service as follows:

  • Cross talk
  • Downstream power back-off applied by nbn™
  • Other temporary measures taken by nbn™ to manage interactions between the performance of your nbn™ FTTN/B/C service and Co-existing services

NBN Co considers a nbn™ FTTN/B/C service to be within specification if the speed achieved during the Co-existence period is higher than 12Mbps down and 1Mbps up, and once Co-existence period has ended, higher than 25Mbps down and 5Mbps up – regardless of the speed tier ordered.

Exetel will always attempt to deliver the highest speed possible, however, as described above, there may be factors outside of our control. Exetel always recommends that you use the Exetel supplied modem for nbn™ FTTN/B/C services to ensure we can deliver the highest speeds possible on your copper line and to facilitate the best possible levels of support.

Network management and congestion

During peak periods, broadband speeds slow down as more users use our network at the same time. During these periods the speed of the network more generally often determine the internet speeds you experience rather than your access line speed or the speed tier you select.

To manage the impacts of congestion, Exetel uses network management tools to prioritise different data types. For example, during periods of network congestion, we may prioritise data for VoIP and video streaming (which require particular data speeds to operate effectively) over general downloads or internet browsing. These, in turn, may be prioritised over software upgrades and file-sharing applications that can adversely affect a network if not managed during peak periods.

Internet speeds can also be affected by the source of content and by congestion at the servers providing that content. If you’re downloading, for example, from a server which is congested or has only a small capacity, it will be slow even if you have a fast office connection. If those servers are in another part of the world, speeds may also be affected by congestion on international data links.

Wiring, equipment and usage in your premises

A range of factors within your premises can affect the internet speeds you achieve:

  • Internal wiring and configuration: Damaged, corroded, badly connected or poorly configured copper lines within your premises can significantly reduce your nbn™ speed.
  • Equipment: The quality and age of your modem, routers and devices can all affect internet speeds, particularly at higher internet speeds;
  • Wi-Fi interference: The location of your modem and any radio or electrical interference with other devices in or near your office will influence your connection.
  • Usage: The number of users and devices online at once.
  • Malware, viruses.

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Is the nbn™ available at my address?

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We'll keep you updated and let you know as soon as you can connect to the nbn™.
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Q and A

What is the nbn™?

The nbn™ network is Australia’s new high-speed internet network. It is being built to provide you with access to the fastest possible internet service (data and phone) wherever you live.

When can I connect?

Check your address to find out if the nbn™ is available in your area. If the nbn™ network is available at your address, you can order your service straight away. If the nbn™ network is not currently available at your address to can register your details and we’ll be in touch as soon as you are able to connect.

How do I connect to the nbn™?

NBN Co will let you know when your office has been connected via one of several technologies. Your home will be connected via either fibre-to-the-premises (FTTP), fibre-to-the-node (FTTN), fibre-to-the-basement (FTTB), fibre-to-the-curb (FTTC), Fixed Wireless or Satellite technology.

Once connected you need to choose your Exetel nbn™ plan. This is pretty simple. We have 3 download speeds and 3 monthly data allowances to select from. Check out our range of plans here. Exetel nbn™ Plans.

Once you have signed up for your Exetel nbn™ plan, we’ll work on your behalf with NBN Co to make sure the connection happens as smoothly as possible.

When will the copper network be switched off?

About 18 months after your area is first made ready for service by NBN Co, the old copper network will be switched off in your area. You will receive many notifications from NBN Co about the intended switch-off date.

Can I pre-register for the nbn™?

Yes, if the nbn™ network is not currently available at your address to register your details and we’ll be in touch as soon as you are able to connect.

What is the NBN Co New Developments Charge?

On 1 April 2016, NBN Co introduced a New Development Charge which is applicable to all nbn™ Service Providers. If your premises has been classified by NBN Co as a new development, Exetel will need to charge you the $300 including GST NBN Co. New Developments Charge to connect your nbn™ service. During the process of activating your nbn™ service you will be informed by Exetel that your premises has been classified as a new development by NBN Co and will be given the option not to proceed with your order.

Will all nbn™ offices receive the highest speeds?

Not all access lines (the line supporting your premises to the nbn™) can support all speeds tiers. The fastest speed tier available for Fixed Wireless access line connections is Standard Plus nbn50.

Premium nbn100 is available for only a limited number of FTTN, FTTB and FTTC connections.

It is not possible to confirm the maximum access line speed for any FTTN, FTTB or FTTC connection until after the service has been installed. Once a service has been installed and activated, the maximum access line speed will be tested. If your line will not support your chosen speed tier, Exetel will inform you and offer to move you to a lower speed tier and refund any extra money you have paid for the higher speed tier.

Note that a speed tier speed represents only the theoretical maximum speed of the access line connecting your premises to the nbn™. The actual data transfer speeds that you experience, particularly during busy periods, may be limited by demand in other parts of the network and will typically be much slower. For more information about nbn™ speeds and factors that affect them, see about nbn™ speeds.

Do I need a new modem for nbn™?

As nbn™ now uses multiple technologies such as VDSL2, we strongly recommend that you use our recommended WiFi modems. Our modems are configured in advance and certified by Exetel to work with the specific nbn™ technology at your place. We are also able to provide full support. If you are thinking of using your current modem, there is a chance that it will not work with your nbn™ connection even if the box states that it is nbn™ ready.

What type of modem router do I need for nbn™ FTTN/B?

Your FTTN/B VDSL connection will require a modem router that is compliant with the nbn™ VDSL2 equipment specifications. Modem routers purchased from Exetel are compliant and nbn™ registered.

If your VDSL2 modem router is not registered as compliant with nbn™, then nbn™ as the network supplier may, in some circumstances be unwilling to investigate or repair a fault associated with your service. In some cases, nbn™ may place a service into a Repair Profile and/or Suspend a service if they determine that the VDSL2 equipment is causing detriment to other services. It is not enough for a modem to just have VDSL2 support – it must support all of the required nbn™ features and have them switched on.

This is why we advise purchasing our recommended VDSL2 modem routers as these have been certified to work and are registered with nbn™. This means we can ensure your service works as expected and provide full support.

How do I organise for cabling to be repaired, or new cabling to be installed, if my premises needs it?

If you would prefer to shop around for your own cable technician, rather than use the network carrier technician to install or repair your B-side or internal cabling, make sure you use a Registered Cabler. To find the Registered Cabler nearest you, please visit http://www.registeredcablers.com.au/find-cablers

Will my phone still work when I switch to the nbn™?

NBN Co allows each area serviced by the nbn™ fibre network 18 months to switch to the new network. During these 18 months you can still use your copper phone connection if you wish. NBN Co will advise you when the 18 months has passed, and the old network is being switched off. At this time you must connect to the nbn™ network to maintain a broadband and phone service.

As an Exetel nbn™ customer, you can simply subscribe our Business Phone (VoIP) service via the My Exetel members facility. You can also port your existing phone number to your new VoIP service.

Can I keep my existing phone number?

Porting your current phone number is free of charge and may take between 10 to 15 business days to complete depending on your current provider. During the last day of this process prior to porting completion, you may not be able to receive incoming calls or make outgoing calls for a short period of time until the port is completed.

If you cannot manage without your incoming calls during the transfer process, please contact us on 13 39 38 to discuss your options.

NOTE: for FTTN, FTTB and FTTC connections, your current phone number it will be lost when your new broadband connection is activated. If you want to keep your existing number, we need to port the phone number to our Home Phone (VoIP) service before your new broadband is activated.

To transfer your number, you need your current phone and supplier account number details when ordering. If you are currently on a contract for your telephone service, an Early Termination Charge may apply with your current provider, for which you are responsible.

If you ordered an Exetel modem this will be dispatched with settings preconfigured for both your data and voice service. You can however configure Exetel’s VoIP service on you own VoIP enabled modem. Or contact our support team for help on 13 39 38.

We will send you a confirmation e-mail once your Home Phone (VoIP) service is active. Once active you should check with your previous telephone provider to ensure they do not continue to bill you.

Some service transfers can be delayed or fail due to special call features which are attached to the current service. Special call and service features need to be removed by your current telephone provider before you transfer your service to Exetel.

How long will it take to hook up to the nbn™?

The time it takes to connect your nbn™ service will vary depending on a number of factors such as your location and the type of premises being connected and the availability of nbn™ field staff.

  • For fibre-to-the-premises (FTTP) 4 weeks if no nbn™ external box has been fitted your premises.
  • For fibre-to-the-premises (FTTP) with an external nbn™ box installed and fibre-to-the-node (FTTN) fibre-to-the-curb (FTTC) and fibre-to-the-basement (FTTB) between 2-3 weeks.
  • For Hybrid fibre-coaxial (HFC) 4 weeks.
  • 2-3 days if both internal and external nbn™ boxes have been installed for fibre-to-the-premises (FTTP).

The timing above may vary. Whilst Exetel endeavours to connect your new service as quickly as possible, there may be many factors outside of our control.

Useful documents

nbn™ terms of use

You must be over 18 years old to purchase this broadband or broadband and office phone service. To transfer a service from another provider to Exetel, you must be the account holder of that service.

The service qualification check is only a preliminary result of plans and prices available in your area. Please note that the result may vary as we process your order and connection.

Uploads and downloads are counted towards your monthly data allowance. Once you exceed your monthly allowance your download and upload speeds will be restricted to 256/256kbps for the remainder of your billing month.

Free Activation

Where advertised as free, the Exetel broadband plan activation fee only is free. Depending on the service ordered, there may be additional up-front charges which are not free. These charges include, but are not limited to, charges such as Phone Line Activation Fee or Copper Line Installation Charges, Lead-in or Additional Cabling, Additional Line Fee, Equipment Charges such as Modems, Routers or Splitters, Missed Appointment Fees or any complex on site work required to provide a functional 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).

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 an 12-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.

Total Minimum Costs

12-month contract term = ((Monthly Broadband Plan Charge + Optional Add-On Features) x 12 months) + Service Activation Charge.

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.

Early Termination Costs

Unless there has been a major failure to comply with statutory guarantee under the Australian Consumer Law an Early Termination Charge (ETC) is payable if you wish to cancel this broadband service within the minimum contract term.

The ETC will be pro-rated by the number of months remaining in your minimum contract period. You may cancel your service at any time by giving Exetel thirty (30) days’ notice (including if you do not wish to continue to use the service after the end of the minimum term of the contract). For example: if you cancel a 12-month contract with 3 months remaining after the notice period ends then the Early Termination Charge would be calculated as $299 divided by 12 months times 3 months. This would amount to an ETC of $74.75 including GST.

Early termination charges are as follows:

  • 12-month contract: $299 including GST
  • Month-to-month contract: No Early Termination Charge (ETC) applies.

Battery Back-Up

Exetel does not provide battery backup for nbn FTTP & Wireless services. You should be aware of the implications of a mains power outage:

  • Your Network Termination Device (NTD) will not function.
  • Your internet connection will not operate.
  • Your telephone handset connected via your nbn NTD won’t work and you won’t be able to make calls, including Emergency 000 services.
  • Your back-to-base alarm system or medical alarm which relies on an internet connection will not work.
  • Your mobile phone should be fully charged just in case you need to make emergency calls.

Business Phone (VoIP) Service

Your business nbn™ service comes bundled with a phone line and unlimited and untimed local and national calls. When you order your service, you can choose to transfer your existing phone number to Exetel Business Phone (VoIP) service. As a VoIP service, your calls will be made over the internet rather than the PSTN network. You will require a VoIP capable modem to connect this service.

This will give you will access to super-low call rates. Porting your number is free.

Business Phone (VoIP) Call Rates:

Type
Rate
Untimed Local Calls:
10c/call
National Calls:
10c/call
Calls to Australian mobiles:
20c/min
Untimed 13/1300 Calls:
25c/call
Untimed 1223:
$1.00/call
Untimed 1225:
$1.65/call
Exetel to Exetel:
FREE
International Calls:
Visit https://www.exetel.com.au/phone/voip-international

Porting your phone number

Porting your current phone number is free of charge and may take between 10 to 15 business days to complete depending on your current provider. During the last day of this process prior to porting completion, you may not be able to receive incoming calls or make outgoing calls for a short period of time until the port is completed.

If you cannot manage without your incoming calls during the transfer process, please contact us on 13 39 38 to discuss your options.

NOTE: for FTTN, FTTB and FTTC connections, your current phone number it will be lost when your new broadband connection is activated. If you want to keep your existing number, we need to port the phone number to our Home Phone (VoIP) service before your new broadband is activated.

To transfer your number, you need your current phone and supplier account number details when ordering. If you are currently on a contract for your telephone service, an Early Termination Charge may apply with your current provider, for which you are responsible.

If you ordered an Exetel modem this will be dispatched with settings preconfigured for both your data and voice service. You can however configure Exetel’s VoIP service on you own VoIP enabled modem. Or contact our support team for help on 13 39 38.

We will send you a confirmation e-mail once your Home Phone (VoIP) service is active. Once active you should check with your previous telephone provider to ensure they do not continue to bill you.

Some service transfers can be delayed or fail due to special call features which are attached to the current service. Special call and service features need to be removed by your current telephone provider before you transfer your service to Exetel.

Unlimited Business Call Pack Mobile (VoIP)

This optional, add-on service allows you to make an unlimited number of untimed calls to the nominated destinations which is covered by the monthly cost of the Unlimited Business ExeFone Mobile (VoIP) Service. This includes an unlimited number of untimed calls to local, 13/1300, standard national and Australian mobile numbers in Australia.

Charges for calls made that are not included in your Unlimited Business ExeFone (VoIP) Service will be payable in addition to the total minimum monthly service cost. International, satellite calls and Directory Assistance calls that are not included in the Unlimited Business ExeFone (VoIP) service and will have per minute rates (billed per second) applied.

Exetel’s acceptable use policy applies. Please read our Telephone Acceptable Use Policy for more details.

Exetel does not offer Priority Assistance

Telstra’s Priority Assistance is a service designed to help customers who have (or are living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully operational phone service.

This Exetel service does not support the “Priority Assistance” service features. Telstra is the only carrier required to provide priority assistance services to its customers as a condition of its licence. For more information about Priority Assistance Services, please refer to https://www.telstra.com.au/consumer-advice/customer-service/priority-assistance.

Hardware

To ensure the optimum performance of your service, and to allow Exetel to deliver full technical support we recommend purchasing our ZTE ZXHN H268A modem when you order your service. Full specifications for the modem can be found here.

Billing and payments

When you place your order for a fixed line broadband 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 connected.

If you have ordered a 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.

The date your Exetel service becomes active is known as your anniversary date.

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

  • Any broadband activation charges due
  • Any additional service connection charges (such as New Development Fees or additional site work)
  • Your first month recurring plan fee

After the first month, you will receive your monthly bill via email on your anniversary date each month.

Your ongoing monthly bills 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 on or around 10 business days after your anniversary date.

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.

Changing your plan is free

Changing your Exetel nbn™ plan is free. Even if you are still within your contract term, you can switch to a plan of higher or lower value without being hit with a plan-change fee. You’ll also keep your current contract end-date if you have one.

Switching plans is as simple as logging into My Exetel or calling 13 39 38 and selecting your new plan. Please note that you can only switch to a new Exetel nbn™ plan no more than once each month.

Changing data allowance only

If you change your monthly data allowance only, your plan change will come into effect straight away. Because you’ve already paid us one month in advance you will be issued a new invoice on the following business day with a credit for the un-used percentage of the month of your old plan. The invoice will also include the full new monthly fee for your new plan.

The day of the month you are sent this invoice will become your new plan anniversary date and you will be billed for your new plan on this date each month going forward.

Changing both allowance plus speed tier together, or speed tier only

Any plan change that involves a change of speed tier takes 2 business days to activate from the time you place your order. Once your new plan is active you will be issued a new invoice with a credit for the un-used percentage of the month of your old plan and the full new monthly fee for your new plan.

The day of the month you are sent this invoice will become your new plan anniversary date and you will be billed for your new plan on this date each month going forward.

Changing plan and billing

The following example explains how your change of plan will be billed and what happens to your anniversary billing date.

  • Your plan change request is activated on 17 March
  • Your previous plan fee was $39.99 per month
  • Your new plan fee is $49.99 per month

An invoice will be emailed to you on 17 March and you will receive an invoice for this service on the 17th of each following month.

This first invoice will include a pro-rated credit for your old plan’s monthly fee for 17 March to 31 March, calculated as follows:

  • $39.99/31 days = $1.29 per day
  • $1.29 x 15 days remaining in March = $19.35

Plan change promotional credits such as “first month free” will also appear on your first invoice. If the promotion offers the “first two months free” you will be credited over your first two invoices.

Your new invoice and future invoices will also include your new monthly plan fee of $49.99 and your nominated credit card or bank account will be debited 10 business days after you receive your invoice by email.

Full terms & conditions

Available here.