Telstra mobile service description - Pre paid
- 1 Service Description
- 1.1 Supplementary services
- 1.2 Differential Data Rate
- 1.3 Toll Free Numbers
- 1.4 Data Usage Units
- 1.5 Domestic Network Coverage
- 1.6 Coverage Map
- 1.7 SIM Cards
- 1.8 Mobile Numbering and Porting
- 1.9 Device Settings
- 1.10 Download and Upload Speeds
- 1.11 Plan Details
- 1.12 Unlimited International calls and SMS
- 1.13 Data Bank
- 1.14 PAYG Balance and Recharge
The Exetel Pre-Paid Mobile Voice service uses the Telstra Wholesale Pre-Paid MVNO service to provide new and existing (after migration) Exetel mobile voice customers connectivity to parts of the Telstra 3G and 4G mobile network (similar to Optus network footprint but slower data speeds) to facilitate Mobile Voice calls, SMS and MMS Messaging and Internet Data connectivity. The service can be used to make IDD International Voice Calls and send International SMS and MMS Messages from Australia. The service can also be used overseas in a number of countries for International Roaming allowing the customer to use all of the services they have access to domestically when they are travelling (with appropriate PAYG credit balance). The service includes a Voicemail service via Short code 101.
Premium SMS and Calls are not supported by the service.
The Exetel Pre-Paid Mobile Voice service supports the following Supplementary services:
- Call forward unconditional (CFU)
- Call forward on mobile subscriber busy (CFB)
- Call forward on no reply (CFNRy)
- Call forward on mobile subscriber not reachable (CFNRc)
- Call waiting (CW)
- Call hold (HOLD)
- Conference call (6 party) (MPTY)
- Calling line identifier (CLI) is about allowing or blocking the presentation of the customer’s number to the called party
- Calling line identifier presentation (CLIP) – presents the customer’s number to the called party. Also known as calling number display (CND)
- Calling line identifier restriction (CLIR) – restricts the customer’s number from being displayed to the called party
The customer can also make a USSD call by dialling *159# to receive a message detailing their remaining balances for their service.
Differential Data Rate
Exetel will zero-rate the customers data access (no data usage counted or will operate if customer data balance is zero) in certain circumstances to the following Exetel resources in both Australia and when Roaming overseas:
- Exetel Mobile App
- My Exetel Customer Portal
- Exetel Website
This is to facilitate the customer enquiring on their service status/balance and to allow various plan management activities such as recharges, bolt-on ordering and plan changes
Differential Data is treated as follows:
Toll Free Numbers
Calling the following numbers will be free of charge for Exetel customers:
Data Usage Units
Customer data usage is counted per kB (kilobyte) in both the download and upload direction. The system displays allowances and balances and records/decrements usage as per:
- 1kB (kilobyte) = 1,024 bytes of data
- 1MB (megabyte) = 1,024 kilobytes of data
- 1GB (gigabyte) = 1,024 megabytes of data
Domestic Network Coverage
The service uses parts of Telstra’s 4G and 3G* mobile networks. The 4G component uses a combination of 1,800MHz and 700MHz for coverage with 2,600MHz added for capacity in selected areas. The 3G* component uses 850Mhz for coverage.
The coverage footprint is underpinned by over 7,800 4G and 8,100 3G* sites. The service provides 4G Coverage reaching at least 97.9% of the Australian population. The combined 4G and 3G* coverage footprint reaches more than 98.8% of the Australian population and covers 1,620,000 square kilometres of the Australian landmass. The customer will need to ensure that their mobile handset/device is compatible with the network.
The customer will be able to make emergency calls while registered on the full Telstra network by dialling either 000 or the GSM standard emergency number 112. For such a call, mobile location information will be provided to the emergency call centre. This capability is available outside the Telstra Wholesale coverage area; anywhere with full Telstra 3G* network coverage, including areas where access is barred for other call types.
* Telstra’s 3G network will close in June 2024. This product uses 3G and will therefore be affected by 3G closure
Exetel will provide the customer a Generic (white/unlabelled, no carrier profile or Exetel Service Provider Name display) half size triple punch combo SIM card. The triple punch combo SIM card supports the three SIM sizes required for mobile handsets and devices:
- Mini (2FF)
- Micro (3FF)
- Nano (4FF)
The Exetel service currently displays “Telstra” as the Service Provider Name on iPhones (blank on Android). This will be removed at some date and it will be blank on iPhones too.
Mobile Numbering and Porting
Telstra Wholesale have allocated the Mobile Service Number range to Exetel as per: 0493 020 000 to 0493 029 999 for new customer numbers
Porting in from other carriers and same carrier (Telstra Retail and other Telstra Wholesale MVNO’s) are as per the following timeframes:
- 8am to 8pm AEST from Monday to Friday
- 10am to 6pm AEST on Saturday
Industry SLA is 90% of ports complete within 3 hrs, however, generally ports complete within minutes – this is for Port in and port outs.
Most devices do not require manual configuration to use voice or SMS services, as the information required is found in the SIM electronic profile.
Devices may require configuration to set the; APN to “mdata.net.au”
and the MMSC address; to http://mmsc.mdata.net.au:8003
Generally, be automatically configured via the SIM electronic profile.
The Network Mode the device should be configured to is “LTE/WCDMA/GSM auto”.
Download and Upload Speeds
The service provides access to a theoretical maximum download speed limit of 100Mbps on 4G.
The download speed limit describes the capped network capability and is not an indication of the actual speed that will be experienced by End Users of the service on a regular basis. Typical speeds for End Users in a 4G coverage area using a compatible 4G devices are 2 to 50Mbps.
For End Users in a 3G* only coverage area, typical download speeds are 1.1 to 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 more than 98.8% of the population.
Upload speeds on 4G and 3G* are not capped.
- Typical 4G upload speeds are 1 to 10 Mbps
- Typical 3G* upload speeds are 300kbps to 3Mbps across more than 93% of the
population and in remaining coverage areas 300kbps to 1Mbps.
Note: Typical speeds for data download and upload speeds vary for reasons like device capabilities, location, distance from base stations, terrain, user numbers, hardware/software configuration, download source and upload destination.
Exetel will launch the following plans on 1st September 2021. Each plan will include the following Unlimited allowances for use in Australia:
- Calls to Australian Landlines (inc. 13/1300/1800) and Mobiles
- SMS and Standard MMS (not Video MMS) to Australian Mobiles
The Super Saver 4G will only be available to existing Exetel customers and only displayed as a plan choice in My Exetel.
Saver 4G, Value 4G, Extra Value 4G and Plus 4G will be available for existing and new customers to purchase in My Exetel and on the website and via the sales team. PAYG credit is actually a pre-paid credit of value that the customer charges up their plan with and then decrements as they use non included usage types.
To access non-included Domestic and International Calls/SMS on the Super Saver 4G, Saver 4G and Value 4G plans, the customer must have a positive PAYG credit balance. To get 300 minutes of International calls and unlimited standard SMS to 30 countries, the customer can purchase the IDD Bolt-on.
To access non-included Domestic and International Calls/SMS on all plans, the customer must have a positive PAYG credit balance or IDD Bolt-on. The customer must recharge their PAYG credit balance when it runs out or has a remaining value too low to make the usage that they require (customers receive a warning message).
The plans will be automatically recharged by Exetel at the end of the pre-paid voice mobile plan validity period (just after midnight on day 30). The customer does not have to recharge their plan every 30 days (because Exetel does the Auto-Recharge) to ensure continued service and Data Bank maintenance etc.
The customer can also opt-in to enable Automatic Plan Recharge – Data Empty. Automatic Plan Recharge – Data Empty is used if the customer uses up their available data balance within their 30-day plan validity period. This is useful for the customer who does not want to rely on adding Data Bolt-on’s or using the Data Bank. However, if the customer has a
positive Data Bank or other campaign/migration data balances, these will be used before the Automatic Plan Recharge – Data Empty recharge is applied to the customer’s plan.
Unlimited International calls and SMS
Unlimited International calls and SMS to 15 Countries for Extra Value 4G and Plus 4G
Customers can make an unlimited number and duration of calls and send an unlimited number of Standard SMS to the following 15 countries:
- Hong Kong
- New Zealand
- South Korea
A 100GB Data Bank is available for the Super Saver 4G Plan and a 200GB Data Bank is available for the four other plans. At the end of each pre-paid voice plan validity period (30 days), any unused included value plan data, unused bolt-on data or unused campaign and/or migration bonus data will be credited to the Data Bank.
There is a maximum upper capacity limit for the Data Bank. Any attempts to credit data to the Data Bank above the limit (100GB for ExeSim Super Saver 4G or 200GB others) will fail. If the customer downgrades their pre-paid voice plan, the Data Bank balance will be lost/forfeited and reset to 0.
When the customer uses the data service associated with their pre-paid mobile voice service, the data usage/consumption priority is as per:
1. 1GB Data Bolt-on* 2. 5GB Data Bolt-on* 3. 5GB Migration Bonus* 4. 20GB Migration Bonus* 5. Campaign Data Allowance – such as 2GB on Super Saver or 1GB on Saver 6. Included Plan Data Allowance 7. Data Bank
- When different Data Packs are available, the Data Pack with the earlier expiry will be consumed first. If Data Packs have the same expiry, then the consumed priority is as above
PAYG Balance and Recharge
All non-included/non-unlimited usage items available in the pre-paid voice plans (such as non-included voice calls/usage and International Roaming) will require a positive PAYG balance to enable their use.
The PAYG balance can be charged/recharged from My Exetel (Portal and App) and will be debited immediately from the customers payment method. PAYG Recharge amounts are selectable in increments of $10 and $50. The maximum PAYG balance is $1,000. The PAYG balance does not have an expiry date and can move to the customers new plan if they change plan.
Customers may Recharge their pre-paid mobile voice plans at any time during their plan validity period (30 days). The customer may wish to do this to obtain a new included data allowance rather than purchasing a Data bolt-on. If the customer does not recharge early, Exetel will automatically recharge the plan at the end of the pre-paid mobile voice plan validity period (30 days). If the customer Recharges their pre-paid mobile voice plan, the plan validity period is reset (new 30-day period) and all included allowances are reapplied. The existing Data Bank balance plus unused data allowances (Plan, Data Bolt-on, Migration Bonus and Campaign) will be accumulated to the previous Data Bank balance and carry over to the newly recharged plan and plan validity period up to the Data Bank allowance limit. The Plan Recharge can be processed from My Exetel (Portal and App) and will be debited immediately from the customers payment method (Pay Way). Once the payment has cleared, the Plan Recharge will take effect. Any IDD Bolt-on allowance and/or PAYG balance will be carried over to the recharged plan. The customer can also opt-in to enable Automatic Plan Recharge – Data Empty. Automatic Plan Recharge – Data Empty is used if the customer uses up their available data balance within their 30-day plan validity period. This is useful for the customer who does not want to rely on adding Data Bolt-on’s or using the Data Bank. However, if the customer has a positive Data Bank or other campaign/migration data balances, these will be used before the Automatic Plan Recharge – Data Empty recharge is applied to the customer’s plan