Exetel customer help forum

Hi Brian, We are really sorry about all this which resulted in not being able to attend to your emails in a timely manner,. We are currently having a backlog of inquiries and that resulted in the delay. The trainee who replied to you on 26th March obviously did not know that you are due a credit for...

Hi nylon, It seems that you have received an incorrectly system generated notification as I do not see any issues with your payments. Please accept my sincere apology on behalf of Exetel for this error. I will get our accounts team and the IT team to check what went wrong here. Please be assured tha...

Hi Michael,

Yes, since you were only issued a prorated invoice, the 2 free months credit will be applied to your next 2 full monthly invoices.

Our IT team is doing a few more adjustments.
This should be fixed properly within the day.
Thank you for your patience on this.

Thank you for letting us know of this.
Our IT team has started investigating on this issue and will get this fixed within the earliest possible time frame.
Please bear with us until we get this fixed for you.

Hi Thank you for pointing this our which we have already been made aware. Our IT team is currently working on this display issue where it shows a different figure on the usage section. IT team also confirmed that this has no effect on the billing side of things. This will be fixed shortly and we do ...

Exetel have agreed to refund the difference between the local and STD rate this month, but insist they are just passing on charges from Telstra, and will continue to charge at STD rates if we call these numbers. I have spoken to Telstra who indicate it is Exetel's responsibility to follow up with t...

Dear Stark, I have checked on your account and yes, all payments are up to date. It seems there's been some sort of an issue with the automated notification system. I can see that you have sent an email to our Accounts Receivable team as well. They will also check on this and will send you a confirm...

It's been more than 30 days since I had the internet activated here yet the VOiP Phone Service is still assigned to the previous Exetel account and not my current one which has the internet assigned to it. Am I expected to forever have 2 Exetel accounts? Account 1: Username = phone number. Password...

Hi there, Please find below an explanation on how roaming charges work and how the charges are displayed. If the customer sends an SMS or uses a Data product (including MMS) the following will appear in the record: For SMS: 888 followed by 10 zeros; For GPRS & MMS: 999NNNNNNNNNN where, NNNNNNNNNN = ...

Hi , I have not received a reply form your billing team about the item for $299 on my invoice. Tomorrow is the billing date. Your teach team mistakenly believes that a technician either laid copper on the property to connect the internet or did lead in this is incorrect.. he had to redo the jumpers...

I have replied to email from Billing. I just don't want to wait a month for a reply........ We have informed and updated the ongoing Billing ticket 11527650. You should receive a response by tomorrow. Hi Denny, I trust you received the response to your email this morning. We have not charged you fo...

Thanks. Please note, the customer number in the email from Exetel to be cancelled is for the new account created by Exetel for the NBN service (which they transferred some other of the services to - but not all). This new customer number has the active services for fibre, email and the free web spa...

Hi, I'm hoping someone here can help sort out my ADSL2 cancellation refund. I've been trying since the 9th May, and still have had no response via email support. On the 8th May my Exetel NBN was connected and I switched over to it. On the 9th I spoke to Christina on Sales and cancelled my ADSL2 ser...

Thanks - my apologies. Email spam checker had started treating all Exetel emails as spam. One email has me concerned. Notification that the adsl2 contract for is to be cancelled on the 9th June. While this is true it's the full email advising the account, customer web space and emails are all to be...