FAQs for using and managing your service - Pre-Paid

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How does data rollover work for Mobile Plans?

All of our plans are eligible for rollover of your unused data allowance to your next recharge period and will be stored in your Data Bank. We automatically recharge your plan every 30 days. All your unused Mobile Plan data will roll over including the standard data allowance of your plan (including any Data Bolt-on) which will be used before any rollover data.

If you were opt-in for automatic plan recharge on empty data, all included, bonuses, migration and Data Bank data will have to be used up before the auto-recharge is processed.

How do I check my balance or expiry date?

Exetel makes it easy to keep track of your balance

1. The quickest and easiest way to check on the go, is by using the My Exetel app.
2. SMS *159# from your mobile handset.
3. You can also log into your My Exetel account online.

Can I use Exetel mobile overseas?

Exetel allows access to international roaming services using PAYG credit in some overseas countries.

To find out more you can visit our roaming page and view our roaming rates. You should be aware that the use of your Exetel service outside of Australia may incur significantly higher charges than use of the service within Australia.

How do I turn on International Roaming?

Your Exetel mobile service has International Roaming turned on by default. You should be aware that the use of your Exetel service outside of Australia may incur significantly higher charges than use of the service within Australia. You can see the countries where you can use international roaming on your Exetel service, the relevant charges and the providers on our International Roaming page.

To turn roaming off, simply log in to your account and update your roaming preference to set it to disabled. You can turn off each component of your service separately:

1. Voice Call – Making and Receiving
2. SMS and MMS* – Making and Receiving
3. Internet Data – Upload and Download
  • MMS required Data to be active to function.

How do I turn off Voicemail?

To disable diversions to voicemail (for when you miss a call), from your mobile handset, dial ## 002 # then press the call or send button.

Can I make international calls and send SMS/text?

Yes, you can! You are able to make calls and send SMS to international numbers from Australia.

If you wish to call/SMS international numbers that are not in the list of eligible international numbers, you'll need to have PAYG credit.

What is your network coverage and speed?

Exetel uses part of Telstra’s 4G and 3G mobile network. The mobile product of Exetel provides a 4G coverage footprint of 97.9% and a combined 4G and 3G coverage footprint of 98.8% of the Australian population covering 1.62 million square kilometres. 3G handsets will only receive 3G coverage.

If you would like to check your coverage, click here coverage map

The network capability of Exetel’s mobile solution has access to download speeds of up to 100Mbps on 4G across 97.9% of the population.

4G devices will enjoy typical download speeds of 2-50Mbps and upload speeds of 1 to 10 Mbps in 4G coverage areas. On 3G, typical download speeds are 1.1- 20Mbps across more than 85% of the population, 550kbps to 8Mbps across more than 95% of the population, and 550kbps to 3Mbps in remaining coverage areas reaching 98.8% of the population.

Typical wireless packet data upload speeds on the 3G network are 300kbps to 3Mbps across more than 93% of the population and in remaining coverage areas 300kbps to1Mbps. End-user 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.

How can I get my PUK (SIM unlock) code to unlock my phone? If you need your PUK code, log in to your My Exetel account through the website and it’s listed under your account details. How is my data usage calculated? The table below shows you how different call charges are billed and deducted from your credit.

Standard charges cost

All standard calls billed per minute

Costs.png

If your usage is not what you expected, you can find out more about why this might be in your my Exetel portal or App or call our billing team on 13 39 38.

How do I change the owner of my account?

If you want to change your name on your Exetel account, you’ll need to call our support team on 13 39 38. Is there a charge for call forwarding? Call forwarding is managed from your handset so check your user manual or call the manufacturer for assistance. Our call centre cannot arrange diversions or forwarding on your behalf. You will be charged for the forwarded call as if you had made it yourself. The call forward type will be charged at the normal plan price of your plan.

What do I do if my mobile is lost or stolen?

Call our team as soon as you can to have your phone and SIM blocked to prevent someone else from using your phone.

If your mobile’s lost or stolen, we can:

  • Block the SIM card to prevent its use in any other phone.
  • Block the handset to prevent it from being used with any SIM card.

There's no charge to have your mobile handset blocked and we’ll be able to lift the block if you find the handset, or have it returned to you. Just give us a call if you find your handset and we’ll assist you from there.

Whilst you are on our website, we would recommend that you log in to your My Exetel account and remove your payment details immediately, this will ensure that no unauthorised recharges can take place whilst you are requesting the blocking of your SIM with us.

Any credit that has been used up until the time that you notify us of your lost or stolen handset cannot be replaced.

Can I divert my service to an international number?

It is not possible to set up a call diversion/forwarding on your Exetel service to an international number.

How much will I be charged for iMessage and data use?

When you activate iMessage, an international SMS will be sent to Apple at +447786205094. There's no charge to you for sending this and it will appear in your usage history. You'll incur a data charge/balance decrement each time you send an iMessage. If you don't have a data allowance available, an SMS will be sent instead.

In your iPhone settings, you can configure your device to "send as SMS" automatically when iMessage is unavailable.

How do I enable or disable a PIN number in Voicemail?

If you want to force a prompt for a PIN each time you retrieve a voicemail message, or to disable this feature please do the following:

  • Dial 101 from your handset
  • Press 3 to change your mailbox settings
  • Press 1 to setup login options
  • Press 2 to enable (or disable) pin skip options

If you get stuck, press * to return to the previous menu, press 0 for help.

Note: if you can’t remember your voicemail PIN and are unable to gain access to voicemail without your PIN, please contact Exetel Support on 13 39 38 for assistance.

If I terminate or transfer my service to another provider, will my voicemail messages be kept? Once your Exetel service is de-activated (either through termination or by transferring to another provider) the SIM card that holds all the messages is not usable and won’t retain any voicemail messages.

If you re-activate your Exetel service, you will not be able to retrieve any of your old voicemail messages.

How do I turn off SMS notifications in my voicemail?

If you do not want to receive an SMS when you miss a call, you can turn this feature off. You will need to manually change this setting in your voicemail settings. You can do this by dialling 101 and then follow the prompts:

• Go to the main menu
• Select "Voicemail settings" (option 3)
• Select "Change notification settings" (option 3)
• Select "SMS notification disable" (option 1)

You will get a message saying voicemail notification has been turned off.

Can I change my mobile number after activation?

If you’re receiving unwanted or nuisance calls or if you’d simply like a different number, call us and we’ll arrange this for you. You’ll be able to select a number from a short list randomly selected from our database.

What tips can you give me on saving my PAYG credits while I am roaming overseas?

You should bear in mind that roaming charges are considerably higher than usage within Australia. Where you do need to use your phone, try and limit your use to receiving/making calls and SMS and disable data use.

Turning on your data to check your e-mails, surf the internet, and get directions from your navigation app will use up your PAYG credit very quickly and should be avoided, try to connect to Wi-Fi spots where possible.

If you really need to use your data, make sure that you have any automatic application update settings turned off to avoid apps on your phone updating when roaming. This will help limit the data you use and you can turn it back on when you have finished roaming via your data settings. Check your manufacturer’s operation manual to see how this can be done.

How can I check my data usage?

You can check your balance via our mobile app, via the My Exetel section of our website, or by sending an SMS to *159# If you’d like to check your usage history, login to your My Exetel section of our website.

What's my IMEI and SIM numbers for my mobile?

Your SIM number is printed on your SIM card. Your IMEI number will be marked on your phone behind the battery. You can also view your IMEI number by pressing *#06#.

How do I access Voicemail while I am roaming overseas?

To access your voicemail, dial +61101 and follow the instructions. (You may need to hold down the 0 button on your phone to add a + sign to the number you need to dial). We cannot guarantee that these shortcode numbers will work in every country, therefore if this does not work, you can try calling this alternative number +61418707105 instead.

Can I call or send SMSs to 19/1900 numbers?

The Exetel prepaid service does not allow calls or SMS to 19/1900 numbers.

How do the unlimited international calls and SMS work for applicable Exetel Mobile Plans?

Our Extra Value 4G and Plus 4G Mobile Plans include unlimited international calls from Australia to mobiles and landlines as well as unlimited SMS from Australia to 15 countries. Calls to mobiles and landlines or SMS to these countries will not reduce or affect your PAYG credit. You can view the list of eligible numbers and countries on our plan detail page.

How long are my voicemail messages stored for?

Played messages - 7 days from when it was listened to. Unplayed messages - 14 days then automatically deleted.

Can I send a picture message (MMS) from my phone?

Generally there are three ways you can send an MMS, depending on your phone’s capabilities:

1. While you compose a message, you may insert a picture (either from your gallery or take a photo)
2. When you take a photo, you may have the option to send as MMS
3. When you browse your gallery, you may have the option to send the image as MMS

Note: if your phone has incorrect MMS settings applied, then you may have difficulty. See our APN settings article for more information.

How do I temporarily block my phone number/caller ID when making a call?

Just enter the number #31# from your phone and press the green call icon on your phone. You can then make a call and your number will be withheld. There may also be settings in your phone that you can use to block your caller ID, please refer to your handset manual.

Can I access 4G when I'm roaming overseas?

Yes! 4G is available internationally when you are roaming. Please note however that 4G Voice (VoLTE) is not available so calls will automatically default to 3G/2G where available. Voice calls will not be possible in 4G only areas.

How do I change my voicemail PIN?

To change your voicemail PIN

• Dial 101 from your handset
• Press 3 to change your mailbox settings
• Press 1 to setup login options
• Press 1 to change your PIN
• Enter your new PIN, then press hash (#)
  • Note - the pin must be 6 digits

If you’re being prompted for a PIN on your phone, and you forgot your PIN, please contact our Support team on 13 39 38.

Can I use my Apple or Samsung Watch?

Exetel does not support the built-in-cellular features on the Apple or Samsung Watch. You can still pair the watch with your phone, but it will not have the cellular function enabled.

Will I be charged to receive an SMS/Text while roaming overseas?

No, you are not charged for receiving a message.

How does data rollover into the Data Bank work for Mobile Plans?

Data on your Mobile Plans are eligible for rollover of your unused data allowance to your Data Bank. Your unused data will keep rolling over until you reach the Data Bank limit. The standard data allowance of your plan will be used before any rollover data in your Data Bank. Unused data from your Data Bolt-on are eligible for Data Rollover. Unused or accumulated data in excess of the Data Bank limit will not be rolled over and will be forfeited.

Why has my data use increased with my new smartphone?

Upgrading to a Smartphone

When you upgrade to a new Smartphone, you may find that it uses more data which will use up your plan allowance faster. If you don't need to use data on your phone, you can turn it off completely. You'll need to look for the settings to do this (look in your phones user guide for more information).

Control your data usage

Things such as weather and news apps can cause your phone to check regularly for updates, which can use your plan allowance up quickly. You can prevent this from happening by closing down apps when you've finished using them, and by changing the settings so that your phone doesn't update as frequently. You will need to look at the user guide for your phone to find out how you do this for your specific handset.

How do I stop my phone from being used by someone else?

In order to prevent unauthorised access to your service, we suggest that you use a passcode lock with a time limit on your handset to prevent anyone else from being able to use your phone. You'll need to refer to your handbook manual for assistance on how to do this.

What is the maximum length of time for a voicemail message?

A voicemail message can be up to 60 seconds in duration. How many voicemail messages can I save? Your voicemail can hold a maximum of 40 messages, each up to one minute in length. Am I charged to receive a MMS while roaming overseas? Yes, you will be charged data roaming charges to receive both standard and video MMS. You’ll need to make sure you have PAYG credit available.

What is the SMSC?

The SMSC or Short Message Service Centre, is the number of the outgoing "gateway" that your phone forwards SMS messages to for delivery. The SMSC for Exetel is: +61418706275

  • Note: your phone should already be provisioned with the SMSC, so you should only need to apply this number if your phone is not correctly sending SMS messages to the SMSC.

I'm receiving unwanted marketing and spam calls or SMS messages, what do I do?

Marketing Calls

If you are receiving unwanted marketing calls, you should ask the caller to stop calling you and remove you from their database. You can also consider enrolling in the Do Not Call Register at https://www.donotcall.gov.au/

Marketing SMS or Spam SMS

If you are receiving messages that are of an advertising nature, you can request the sender cease the activity by replying with the word STOP.

If the activity continues, you should refer to the ACMA or report the matter to The Australian Communications and Media Authority. Please note that Exetel is not able to prevent these calls or SMS messages from taking place, you will need to follow the avenues above.

How can I change my Mobile Plan?

Changing a plan is the same as recharging. You can recharge online in the My Exetel portal, via our My Exetel mobile app, or by calling our sales team on 13 39 38. If you have an active plan on your service, your recharge will override this and the remaining inclusions or credit will be forfeited and not refunded. Your unused data will be rolled over to your Data bank and will be available on your new plan. If you have downgraded, your previous Data band balance will be forfeited.

Is there a size limit when I send or receive MMS messages?

The maximum MMS size is 2MB but it will depend on the receiving parties device and their network carrier when sending a message. This applies to both standard and video MMS.

What will happen to the credit/value on my account when I port/transfer out?

Any credit on your account will be forfeited when you port out and we will not refund the value.

How do I list my number in White Pages?

If you would like your number listed in the phone directory (White Pages®) please contact our support team on 13 39 38, and we can submit the request on your behalf. White Pages® is a registered trademark of Telstra Corporation and is not affiliated with Exetel.

How do I permanently block or unblock my phone number/caller ID when making a call?

If you want to permanently block your number from displaying when calling another party, enter *31# then press the green call icon on your handset. To disable this and display your number again, enter #31# and press the green call icon. You may also be able to do this through your handset settings.

Can I call SENSIS?

Calls to some SENSIS numbers (1234, 12455, and 12456) are not available from Exetel. If you attempt to call one of these numbers, you will not be connected and there will be no charge.

Calls to 1223 will still be available.

How do I enable or disable call waiting?

On most phones, you can manage call waiting in the call settings on your handset. If you can't, try the following commands:

Check call waiting status - *#43#, send/call
Enable call waiting - *43#, send/call
Seconds before call waiting diverts to voicemail - **61**101** (15, 20, 25, 30)#, call/send
Disable call waiting - #43#, send/call

I purchased the wrong Mobile Plan how do I change it?

You can easily change to a new Mobile Plan in your My Exetel portal or App. Any unused data will be credited to your Data Bank when you change plans.

Is 3G Network Available?

Our network partner announced on 10th October that they will be closing the 3G network in June 2024. There’s nothing for you to do right now and we’ll be in contact well before the planned closure date. We’ll also post important information on our website help and FAQ page.

How do I set up my phone to divert to voicemail or cancel the diversion?

Note: After entering each command, press dial/send on your handset to submit it.

Divert9.png

How do the call charges work on my Mobile Plans?

You can view the full call rates for Mobile Plans on our plans page. If you cannot see a relevant charge for the call type you want to make, then you cannot make that type of call using your Mobile Plan. For example, if you want to call an Australian mobile number, it will be free and unlimited from your Mobile Plan, however if you want to make an international call, you will need to ensure you have Pay As You Go credit on our plans that don’t have free IDD options to be able to do this, as international calls cannot be made using the mobile plan without PAYG credit.

Our Mobile Plans come with unlimited landline and mobile minutes and SMS messages for use in Australia to Australian phones. For parts of the plan that are not included and need a positive PAYG credit balance, you can monitor your usage by checking the plan balance in My Exetel portal or App to see how much of your PAYG balance you have used and how it was consumed.

Most of our customers will find that there is a Mobile Plan that is suited to them, however if you need to be able to do some extra things with your service which are not included in your Plan, you need to make sure you have sufficient Pay As You Go (PAYG) credit as well.

How to make a complaint

If you are not happy about something, please get in touch with us and we will do our best to resolve your complaint as quickly as possible. You can check out our complaints policy on our Terms and Conditions page to find out more. You can call, email or write to us.

Email: raise a Support ticket via the Contact Us section of our website or email to complaints@exetel.com.au

Call: 13 39 38

Write to:

Exetel Pty Ltd
Level 5, 121 Walker Street
NORTH SYDNEY, NSW 2060
AUSTRALIA

If you are not happy with the resolution we offer you, you can ask for your complaint to be escalated further. Your complaint will then be investigated by a member of the management team and you will be provided with a final decision.

In the unlikely event that you are still unhappy with the resolution we have offered you; you may be able to refer your case to the TIO – but please remember, the TIO is "an office of last resort" and we must be provided with an opportunity to resolve your complaint before they will become involved.

Their contact details are:

www.tio.com.au
Phone: 1800 062 058
Email tio@tio.com.au
PO Box 276, Collins St West, Melbourne, VIC 8007

Financial Hardship - Unable to pay for your Exetel service?

If you’re experiencing financial difficulty, our Plans put you in total control. There’s no lock-in contract (cancel any time), no risk of overspending and you have the option to change your plan at any time to suit your financial situation. There are no penalties for changing plans but if you have an active plan and switch to another, you should check our change plan rules as to what allowances will carry over to your new plans and which allowances will be forfeited.

You can call these numbers for free: Hardship.png

You may wish to speak with a community financial counsellor on 1800 007 007 or seek assistance from the National Debt Helpline www.ndh.org.au. Community welfare organisations like St Vincent de Paul Society, Salvation Army and Anglicare may also assist. We have a Financial Hardship policy if you need further assistance from us. This can be found in the Terms and Conditions section of our website.

Vulnerable and Disadvantaged Customers If you’re in a situation where you need additional support, tell us your circumstances and how we can assist. We’ll do our best to help.

Priority Assistance for customers with medical conditions

We do not offer Priority Assistance, it’s available through Telstra for their customers who have a life-threatening medical condition or whose life may be at risk if they don’t have a working landline. Contact them for more information - https://www.telstra.com.au/consumer-advice/customer-service/priority-assist

Appointing an Advocate, Authorised Representative, Power of Attorney, Guardian

You can appoint someone to act on your behalf. An Advocate cannot change your account or services or access any account information unless you are present and agree. This means both of you must be present each time you call. An Authorised Representative has the power to act on your behalf as if they were you. You can appoint an Authorised Representative with us over the phone or complete Authorised Contact Form in My Exetel.

We may also accept a person who holds an appropriate Power of Attorney or Guardianship Order as an Advocate or Authorised Representative. We will need to a copy of the document before we can deal with appointed person so we can determine the scope of the authority granted and may request a certified copy for our records.

Disability Equipment and Accessibility

We don’t sell equipment but if you require assistance with choosing a suitable device, we suggest you visit Accessible Telecoms or call them on 1800 029 904 - https://www.accessibletelecoms.org.au/ For information on the accessibility features of specific handsets, refer to the Global Accessibility Reporting Initiative website; www.gari.info/.

If you have an iPhone, visit the Apple accessibility site; www.apple.com/au/accessibility/.

If you have suggestions on how we can make our customer service, website or App more accessible, send us a Support ticket from our Contact Us page or email us at websuggestions@exetel.com.au