Exetel Contact: Support, Phone Number, and Email

By Gretchen Oestreicher

Web Content Officer

Are you trying to get in contact with Exetel? Do you need sales help, tech support, or 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.

• What do you need help with?
• Ordering a new service
• Technical support
• Ongoing order status
• Billing help
• Make a payment

Exetel Contact Methods

If you need to contact Exetel, no matter if you’re a current customer or looking to sign up to one of their broadband, mobile, or VoIP phone service, you can do so by phone, email, or online as outlined below.

Exetel Phone Number

Exetel has only one phone number for all residential customers, at 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 get in touch with Exetel customer service by email, you can send them an email through their online form, from which Exetel will get in touch with you within 24 - 48 hours. In addition, Exetel does offer direct emails residential customers can use, depending on the question or query.

Exetel Live Chat

Exetel live chat is not yet available for customers to use. However, once available, customers will be able to use Exetel live chat for most of the same queries or questions they would need to call about with the same contact hours including order and sales help, billing and payment support, and technical support.

Exetel Contact Hours

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

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

My Exetel Account Management & ExeFix™

There are many ways you can manage your Exetel account and find help even after hours. Between the My Exetel app for all your account and service management needs, and ExeFix™ for when you need to troubleshoot, you can find more information about managing your own 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:

• Monitor data usage and costs
• View invoices
• Pay your Exetel bill
• Change or modify your plan

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

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.

Order a New Exetel Service

If you want to order a new Exetel service, you can do so online. However, if you need a little more guidance you can call Exetel at 13 39 38and, 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 Tech 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 [email protected], where Exetel will respond in 24 to 48 hours.

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.

Check an Exetel 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 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 [email protected] 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 and charges.

Exetel Pay My Bill

If you want to make an Exetel bill payment by phone, you can do so 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, 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).