Exetel customer help forum

Final update:

The billing error seems to have been fixed, at least for my account.
Thank you to everyone here and via email who helped.

Update: a couple of weeks later ... On 11 September 2017 I received this email from a customer account representative: Thank you for your email. Kindly be advise that our Sales Team have confirmed VOIP - VOIP issue have now been resolved and will be monitored from our end therefore whatever the inco...

An update, two weeks later: 1. The call to Sales a couple of weeks ago resulted in a refund of $2.05 on phone charges. I mean, yeah, that's appreciated, but it's not why I rang, because I'm still being billed for Exetel to Exetel VoIP calls . I'd be very happy if you kept the $1.05 that came from ch...

A bug in Exetel's accounting software is causing problems with the way VoIP calls are billed. For reference: https://www.exetel.com.au/files/terms/EXE0049_Home_Phone_VoIP_Call_Charge.pdf To my knowledge, this has been Exetel policy for years. The current version of the document is dated 12/07/2017. ...

Thank you Nicole, PM sent.

Exetel has been a great ISP for a long time.

We are currently offering a free modem ( based on the contract term) and a $20 credit for migrating your service from ADSL to NBN. Currently, we do not offer any pioneer discounts, but if this has been offered the discount will continue with the NBN migration. Where is this offer? I am a "pioneer" ...

The NBN cutoff date is looming, and it's been over a year since I've seriously studied the plan options from Exetel. I just need to get this straight: has the free pay-as-you-go Exefone VoIP plan been removed? There's no mention of VoIP anywhere on the NBN order form other than the hard-sell for the...

are you connecting through a wireless connection to the modem

No, the same wired setup I've been using for years.

could you monitor the service to see if there is any improvement

Will do. Thank you Udara.

My service has browned out a few times since around 10:30 pm Friday night (27/7) for between five and thirty minutes each time. It's really strange - the service doesn't stop all at once - for a few minutes I'll be able to load some websites, and others will connect to the server but won't download ...

Thanks stevecJ, So, I took a drive to tinker with a modem (an old Netcomm NB1) :) It turns out that the previous AAPT ADSL2+ line was happy to use "ADSL2+" modulation, but the new Optus line doen't like it - it likes GDMT. The modem stopped speaking the same language as the router in the exchange as...

About a month ago I decided to take advantage of an email offer from Exetel to change my parents' AAPT ADSL2+ Exetel plan (A-PAYU - no phone) to a new Exetel Optus plan (OT-20 - with phone). For three weeks, the plan change status in the control panel did not change. Something to do with provisionin...

This is under discussions.... Please bear with me until a solution/response is provided.

Is there any chance this decision will be made before the 28th (tomorrow at the latest)? I'd like to be able to sign up for the coming month.

Last Friday my father was sent an email titled "Addition of Exetel Telephone Service for xxxxxxxx and Special ADSL Offers". The email offered new Optus ADSL2+ w/ phone plans to replace the AAPT ADSL2+ (no phone) plan he signed up to in February, with no changeover fee. The new OT-20 plan would be an...

Yes, YouTube speeds are very flakey. If I consistently got terrible speeds I'd consider logging a fault, but in all likelihood anybody following up a test wouldn't be able to replicate it, and I'd look like a whinger. But it's good to know that other people are experiencing the same things (thanks P...

Exetel: You should check your customer database. The 'AMEX' email you sent to me addressed me with the name of another customer - Dear: Mr D** D******* (I've hidden the customer's real name).

I'd hate to think that my name was being sent to another customer, so could you please fix this.

Thanks.