Exetel Contact: Support, Phone Number, Email, and My Exetel

Exetel contact

Are you looking for a phone number, email, or other Exetel contact method? Do you need sales help, tech support, or have a question about your Exetel bill? Below we outline all the ways you can contact Exetel, access your My Exetel account, pay a bill, and sign up for a new service online, by phone, or email.


Exetel Contact Summary
Exetel Phone 13 39 38
Exetel Email (online form) Contact Exetel online

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Exetel Contact Methods

There are multiple Exetel contact methods to get in touch with customer service, tech support, and sales. If you need to contact Exetel, no matter if you’re a current customer or looking to sign up for one of their broadband, mobile, or VoIP phone services, you can find help and support by phone, email, or online form as outlined below.

Exetel Phone Number

Exetel has only one phone number for all residential customers. The one available Exetel phone number is: 13 39 38.

You can call Exetel for any questions or queries including:

  • Sales and ordering a new service
  • Checking the status of an ongoing order
  • Technical support and help
  • Billing and payment help
  • Paying a bill over the phone

Exetel Email

If you’re looking to email Exetel customer service, contact Exetel by email using their online form, from which Exetel will get in touch with you within 24 - 48 hours. In addition, Exetel offers direct email addresses which residential customers can use, depending on the question or query. Customers can find Exetel email addresses for tech support, billing, and residential sales.

Exetel Email Addresses
Exetel Department Exetel Email
Exetel Tech Support residentialsupport@exetel.com.au
Exetel Billing billing@exetel.com.au
Exetel Residential Sales residentialsales@exetel.com.au

Exetel Live Chat

Exetel live chat is not currently available, but coming soon. Once Exetel Live Chat is available, you will be able to contact Exetel customer service and support online for sales and order help, billing and payment help, and technical support. Until Exetel Live chat is available, if you need any help you can contact Exetel by phone, email, or online form.

Exetel Contact Hours

Blue telephone

Depending on your question or query, the Exetel call centre hours differ.

You can contact Exetel Sales Team for a new service Monday to Friday 8:30am to 8pm and weekends 10am to 7pm. While if you want to check on an existing order contact Exetel Monday to Friday 8:30am to 10pm.

Exetel Technical Support is available seven days a week, from 8:30am to 10pm, and billing and payment help is available Monday to Friday 8:30am to 5:30pm.

Exetel Contact Business Hours
Exetel Department Exetel Contact Hours
Order a new service Monday to Friday: 8:30am - 8pm
Weekends: 10am - 7pm
Tech support Monday to Sunday: 8:30am - 10pm
Check order status Monday to Friday: 8:30am - 10pm
Billing enquiry Monday to Friday: 8:30am - 5:30pm
Pay a bill Monday to Friday: 8:30am - 5:30pm

My Exetel Account Management & ExeFix™

There are many ways you can manage your Exetel account and find help after hours. With the My Exetel app you can manage your account, plans, and Exetel services directly from your phone. For technical support and troubleshooting, ExeFix™ is Exetel's self-help tech support app where you can run your own network scans and find ways to improve your network health. You can find more information about how to manage your Exetel account below.

My Exetel Account

My Exetel is available online or through the App Store and Google Play store. As an Exetel customer, you can use the My Exetel app or online platform to manage your Exetel account and services. This includes:

  • Track data usage
  • View past and current invoices
  • Pay your Exetel bill
  • Change or modify your Exetel service

Download the My Exetel app

My Exetel for iOS My Exetel for Android

My Exetel Login Help

If you’ve forgotten your My Exetel login information you can get help online.

If you’ve forgotten your My Exetel username you will need your:

  1. Customer Number (ID) found on your Exetel invoice or a previous Exetel email
  2. Email you used to sign up to Exetel.

If you’ve forgotten your My Exetel password you will need:

  1. My Exetel username
  2. Email you used to sign up to Exetel

ExeFix™ for Exetel Technical Support

ExeFix™ is Exetel’s technical support application, available to download for iOS or Android. ExeFix™ can be used to:

  • Check broadband speed and test speed issues
  • Diagnose video buffering issues
  • Test WiFi coverage issues
  • Test devices that drop off the network

Simply download the ExeFix™ app for your phone or tablet and select Network Scan to start the diagnosis.

  1. Download the ExeFix™ app
  2. Select Network Scan while standing next to your modem
  3. The Network Scan should take about 2 minutes. Do not minimise the app during this time or check notifications.
  4. Once the scan is complete you will get a screen with your speed test results and suggestions to Improve Network Health
Person on Phone

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Exetel Webmail

Exetel webmail, or Exemail, is your Exetel email service associated with your My Exetel account. You can sign into Exetel webmail directly from any device, or set it up on your phone or computer. To set up your Exetel webmail you need the following information:

  1. Username: yourmailbox@exemail.com.au
  2. Your Password
  3. Incoming Mail server: pop3.(state).exemail.com.au
    Note: "state" = nsw/qld/act/etc
  4. Mailbox type: POP3
  5. Incoming Mail Port:110
  6. SSL/TLS: ON

Exetel Contact By Query

No matter if you’re looking to sign up to one of Exetel’s NBN plans or subscribe to a new mobile phone service, need some help with an ongoing order, or need help with your current account or services, you can find all the different ways to contact Exetel for any reason below.

Exetel Contact for Sales & New Services

If you want to order a new Exetel service, sign up to Exetel online. However, if you need a little more guidance you can call Exetel at 13 39 38 and, depending on the service you want, do the following:

  • Home internet: Selection option 1, and then option 1
  • Mobile phone: Select option 1, and then option 3

The Exetel New Service team is available Monday to Friday from 8:30am to 8pm, and weekends from 10am to 7pm. In addition, customers can send the Exetel New Service team an email through their designated online form.

Exetel Support

For existing Exetel customers in need of tech support, you can connect to the Exetel Technical Support team any day of the week from 8:30am to 10pm.

For less-urgent matters or out-of-hours, customers can choose to send an email to Exetel via online form, or send a direct email to residentialsupport@exetel.com.au, where Exetel will respond in 24 to 48 hours.

How to contact Exetel technical support by phone:

  1. Call 13 39 38
  2. Select option 2
  3. Select option 3

Make sure you have the Exetel troubleshooting app, ExeFix™, downloaded on your phone to diagnose any WiFi or connectivity issues prior to contacting Exetel Tech Support.

Exetel Contact to Check an Order Status

If you need to check on the status of your Exetel order, whether that’s waiting for the delivery of an NBN modem and set up, or a SIM card for your mobile phone plan, you can shoot them an email for non-urgent orders or call 13 39 38 to get in touch with the Exetel Provisioning Team.

  1. Call 13 39 38
  2. Select option 2
  3. Select option 2 again

Exetel Contact for a Billing Query

If you’re having a problem with your account or an issue with your Exetel bill payment, you can contact the Exetel Billing Support Team from 8:30am to 5:30pm Monday to Friday. You can either choose to send the Billing Support Team an email via their online form or directly at billing@exetel.com.au or, for more urgent matters, give them a call.

  1. Call 13 39 38
  2. Select option 1
  3. Select option 5

If you’re experiencing financial difficulties and need to speak to the Exetel Billing Team about their financial hardship policy, this is also the number you use to call. Exetel’s financial hardship policy can include negotiating a financial arrangement such as postponing or deferring payments, arranging a payment plan, or waiving certain fees or charges.

Exetel Contact for Bill Payments

If you want to make an Exetel bill payment by phone, you can make a payment with a valid credit or debit card Monday to Friday from 8:30am to 5:30pm. To make an Exetel bill payment over the phone:

  1. Call 13 39 38
  2. Select option 2
  3. Select option 4

In addition, you can choose to either set up direct debit through your My Exetel account with a valid credit/debit card or bank account or make an immediate payment online.

Exetel Contact for Complaints

If you’re dissatisfied with your Exetel service, for whatever reason, you can submit a formal complaint at any time or nominate someone to do it for you. If you submit a complaint to Exetel, you can expect it to be acknowledged within two business days with the intention of resolving the issue within 15 business days (though this may vary depending on the urgency and complexity of the complaint).

Exetel Contact for Complaints
Phone number 13 39 38
Email complaints@exetel.com.au
Written Exetel Complaints
Level 5, 121 Walker Street
North Sydney, NSW 2060

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