Credit Card Surcharge

If you elect to pay your monthly access fee by credit card a surcharge of $1.10 per transaction will be made. This surcharge does not apply to the line activation fee or any hardware purchase.

Contract Term

The Initial Contract Term is defined for each different plan. After the initial contract term has expired you may remain on the plan, on a month by month basis or cancel the service. For plans with an initial contract period of six months you may move to another plan at any time during the initial contract period and at anytime after the initial contract period ends.

Contract Terms And Conditions

The terms and conditions of the contract can be found here.

Acceptable Use Policy

A customer is completely free to use the Exetel ADSL or Wireless broadband service in any legal way they choose. However Exetel, like many other network providers, will not allow its network to be used for what is known as 'spamming'. To understand Exetel's acceptable use policy please click here.

Changing Your Static IP

Each Exetel ADSL and Wireless Broadband account comes with one static IP address. A user can request a different IP address than the one automatically allocated by using the function provided in the Exetel User Facilities. There is no charge for the first thirty changes.

Any subsequent change the IP address after thirty will automatically incur a charge of $20.00 per change.

Moving Your ADSL Service To Another Location

If you move your ADSL service to another location/line (even if it has the same number) Telstra deem that to be a cancellation of service.

It takes approximately 7 days to move an ADSL service to a new line and that is with the proviso that the new line is connected to an ADSL enabled exchange

If you move your ADSL service it will incur a new installation fee of $88.00. If your move is within the initial six month contract period there will also be an early cancellation charge of $100.00. (Telstra/Optus doesn't recognize a relocation as anything but a cancellation of a service on one line and the installation of a new service on a different line).

By moving to a new location you also start a new 6 month contract; again because Telstra deem this to be a new service

Moving Your Wireless Service To Another Location

If you move your Wireless Broadband service you are restricted to areas where a wireless signal is available.

The Wireless modem is portable and you can use the service anywhere in Sydney where you can get a signal.

As your wireless service is not location dependent moving your residence has no impact on your six month contract.

Moving between Plans

If the initial service period of your plan is six months you can change plans at any time by paying the plan change charge current at the time of your plan change.

If the initial service period of your plan is greater than six months you cannot change plans until the initial service period has expired

If you move to another plan, there will currently be a charge of $25.00 if a change of speed is required and no charge if there is no change of line speed. The charge for changing plans varies from time to time and you should check close to the time that you are considering changing plans.

You must submit a plan change request on or before midnight on the last day of any month.

Any change you make will not come in to effect, in terms of downloads or reduced or increased monthly access charges, until the 1st of the following month. Any line speed change will usually become operable within 3 working days. You will be charged for the line speed change on the 1st of the month in which the speed change is made.

Canceling An ADSL or Wireless Service

Canceling the service during the selected initial contract period incurs a cancellation charge of $100.00.

Canceling a service after the end of the initial contract period entails no cancellation charge per se. However, please be aware that an ADSL or Wireless service is billed one month in advance and no rebate of unused days will be given by Exetel Pty Ltd. If you decide to churn/transfer to another provider you should plan to do that on the second last working day of the Exetel monthly billing period.

Dishonour Fees

If your nominated credit card or bank account dishonours the attempt by Exetel to deduct your monthly access charge or any other incurred charges on the nominated dates your account will be suspended and there will be a $10.00 fee per dishonour.

You will only be able to reactivate your account by following the on line processes that you will be restricted to during the suspension.

Payment Dates

The following billing cycle dates apply to ADSL and Wireless Broadband accounts:

Installation Fee: The applicable line activation fee will be debited to your nominated bank account/credit card when the carrier advises a connection date for your service. After receiving acceptance of this debit we will also debit your nominated account with the cost of the modem, if you have ordered one, and despatch the modem to you and also email you your account name and password.

Monthly Access Charge: (First Month) When we receive notification from the carrier of the service connection date we will debit your nominated bank account/credit card with pro rata charge for the current month applicable to the carrier advised connection date. The first month's access charge is calculated as being from the date that the carrier advises that they have installed your ADSL/Broadband service to the last day of that billing month.

Monthly Access Charge: (Subsequent Months) The monthly billing date for the ADSL and Wireless access charge is on or around the 1st working day of that month.

Excess Usage Charges: will be debited on or about the 1st day of the month following the month in which any excess usage charges were incurred.

Irrespective of which day of the month your usage of the ADSL/Wireless Broadband  service commences the billing cycle for all charges (after the initial pro rata charge) will be one calendar month beginning on the 1st of the month.

Provision of Invoices

No 'paper' invoices will be sent to any customer. The invoices will be displayed in PDF form in the user area and the user can print copies of these invoices for their records at any time.