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FAQ & Support Topics

  • If you have an older phone that relies only on 3G technology, it will stop working once the 3G shutdown happens in September 2024. You can find more information about this on our 3G shutdown info page.

  • There are no contracts for our SIM only plans, cancel at anytime and your plan will cease when your current period ends.

  • Yes, transferring your number is easy. Simply provide your account details from your current service provider when you activate your SIM. Note: Porting your number will take approximately 15 minutes - 4 hours.

  • Your sim card will be sent via Australia Post on the day or the next working day of your order. It takes approximately 2-7 working days depending on your area. Express Post is available for a small fee.

  • Please check your plan's page and Critical Information Summary to find out the rates and charges of your plan. You can also log into your account to find the Critical Information Summary. If you need further assistance, please contact us by emailing support@etel.com.au.

  • Yes, all our plans can make international calls, our current 28/30-day plans and monthly plans feature included value to call the selected countries below:

     

    Algeria, American Samoa, Argentina, Bangladesh, Belgium, Bermuda, Bhutan, Brazil, Brunei, Bulgaria, Cambodia, Canada, Chile, China, Colombia, Costa Rica, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Greece, Guadeloupe, Guam, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Kazakhstan, Korea South, Kuwait, Laos, Lebanon, Macau, Malaysia, Malta, Mariana Is, Martinique, Mexico, Morocco, Myanmar, Nepal, New Zealand, Norway, Pakistan, Paraguay, Peru, Pitcairn Is, Poland, Portugal, Puerto Rico, Romania, Saudi Arabia, Singapore, Slovakia, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UK, Uruguay, Us Virgin Is, USA, Venezuela, Vietnam

    *$0.25 flagfall may apply to each call for some plans, please check your plan's critical information summary to find out more.

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    If you have trouble dialling internationally, please contact us to activate your IDD service.

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    Please check your plan's Critical Information Summary to find out your plan's included value for international calls.

  • Monthly Plan Users
    Our monthly plan Billing Cycle is from the first day to the last day of each month. The Monthly Plan fee is charged in advance. Your first monthly fee and all your service inclusions are adjusted on a pro-rated basis (proportionally) depending on the remaining days of your service start month.

    (e.g. If you join on the 26th of August, your first month's charge, data allowance and allowance for included services is multiplied by 6/31 (6 = remaining days in August, 31 = total days in August).

    30-day or 28-day Plans
    You will be charged for a new service period every 30 days/28 days or when you run out of Call or Data allowance, whichever comes first.

  • To protect our users from unauthorised ports, an additional identity verification process is used to verify the rights-of-use holder has authorised the request. We will confirm that you are the rights-of-use holder by one of the 2 methods:

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    We will send a unique verification code directly to service number to be transferred via SMS, you will need to reply and SMS with this exact code to authorise the transfer.

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    We will call the number to confirm the requesting person has direct and immediate access to the mobile device used in association with the mobile number and ask for direct authorisation, and verify the user's information matches the transfer requester's details. You must also provide the correct unique verification code sent to the service number over the phone during the same call to authorise  the transfer.

  • If you suspect your account is affected by fraudulent activity, you should immediately:

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    • Contact us to restrict your service to prevent any potential further fraudulent activity.

    • Contact your bank, any financial services and any other high-risk services you use (e.g. email account) which might verify you via your mobile number.

    • Report the activity to the Australian Federal Police or the relevant State or Territory Police.

    • Report any suspicious activity to Scamwatch and the Australia Cybercrime Online Reporting Network (https://www.idcare.org/).

  • If you suspect your number has been transferred illegally and without your consent, or if you suspect your account is affected by fraudulent activity, you should immediately:

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    • Contact us so we can reverse the transfer for you as soon as possible.

    • Contact your bank, any financial services and any other high-risk services you use (e.g. email account) which might verify you via your mobile number.

    • Report the activity to the Australian Federal Police or the relevant State or Territory Police.

    • Report any suspicious activity to Scamwatch and the Australia Cybercrime Online Reporting Network (https://www.idcare.org/).

  • To protect you from unauthorised high-risk interactions, additional identity authentication processes will be used to authenticate your identity, before we undertake the high-risk transaction. 

    A high-risk transaction means a transaction that can result in the following:

    • Losing access to your service.

    • Changing your account information or security information.

    • Adding or removing a person as an Authorised Representative

    • Disclosing of your personal, business or account security information

    • Addition of ongoing, or a large one-off charge being applied to your account.

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