We believe Aussies deserve the freedom to switch nbn providers without hassle, which is why we’re dedicated to creating straightforward cancellation guides for our readers.
Today, we’re tackling Exetel – a provider that, unfortunately, makes the process a bit more complicated than it needs to be.
We’ll walk you through the steps and help you navigate any potential hurdles along the way.
Review Your Contract
Before you start the cancellation process, take a moment to review your contract with Exetel.
Look for any early termination fees, notice periods, or specific conditions that might apply to your situation. Knowing these details upfront can help you avoid unexpected charges.
You can find your contract, typically in your inbox of your email, or via the My Account service provided by Exetel.
Understand Your Cancellation Rights
Exetel’s terms and conditions outline several ways you and Exetel can cancel your service agreement:
- Thirty Days’ Notice: You can cancel your service by giving Exetel 30 days’ notice. This includes if you don’t want to continue after the end of a fixed-term agreement.
- Exetel’s Breach: If Exetel breaches a material term of the agreement and cannot remedy it or fails to do so within 30 days of your notice, you can cancel immediately.
- Cooling-Off Period: If you acquired the service through door-to-door sales, you can cancel within the cooling-off period specified by your state’s legislation.
- Non Fixed-Term Agreement: If your agreement is not fixed-term, Exetel can cancel the service with 30 days’ notice.
- Special Circumstances: Exetel can cancel the service immediately under specific conditions like emergencies, suspected fraud, non-payment, or regulatory requirements.
As per most providers, Exetel do no lock in contracts, so realistically, you should not have ETC’s unless you’ve taken out hardware.
Gather Your Account Information
Make sure you have your Exetel account number and any other relevant details on hand. You’ll need this information when you contact Exetel to cancel your service.
Without this information, you will extend the amount of time it takes, or even worst, be unable to proceed.
As we state in our switching nbn guide, if you want to change provider, typically initiating a order with a new provider, will cancel your existing service, provided it’s processed correctly.
If you go ahead with switching providers, once your new service is activated, ensure you follow up with Exetel so they can confirm your account is cancelled.
Contact Exetel Customer Support
To cancel your service, you’ll need to get in touch with Exetel’s customer support team. Here’s how you can do it:
- Phone: Call Exetel’s customer support at 13 39 38. Be prepared for possible wait times, but once you get through, explain that you want to cancel your service.
- Email: If you prefer, you can email Exetel at residentialsupport@exetel.com.au. Clearly state that you wish to cancel your service.
When you contact support, be clear and concise about your intention to cancel.
If you’re switching to another provider, let them know the start date of your new service to avoid any overlap.
Confirm Cancellation and Return Equipment
Once you’ve made your request, Exetel will send you a confirmation along with any instructions for returning equipment.
If you have a modem or router from Exetel, make sure to return it if they’ve advised you to do so.
Cancel Exetel – Finalize Your Account
After your service has been cancelled, review your final bill to ensure all charges are accurate. If something doesn’t look right, contact Exetel’s billing department to resolve it.
Keep a record of all communications and confirmations for future reference.
Additional Tips
- Timing: Plan your cancellation at least a few weeks in advance, especially if you’re moving to a new provider. This helps avoid any gaps in your service.
- Documentation: Keep copies of all emails and correspondence with Exetel regarding your cancellation.
- Follow-Up: After the cancellation date, double-check that your service is indeed cancelled and no further charges have been applied.
Conclusion
Cancelling your Exetel services doesn’t have to be a daunting task. By being prepared, knowing your contract terms, and following these steps, you should be able to cancel easily now.
Remember, you have the right to switch providers whenever you choose, and with a little knowledge, you can make that transition smoothly.
