• Is there a contract term?

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

 
• Can I transfer my number?

Yes, you can bring your number across by providing your account details from your current service provider when you activate your SIM. Note: Porting your number will take approximately 7-14 business days.

 
• How long does it take to receive my new E.Tel SIM?

We send your sim card 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 available for an extra charge of $5.95.

 
• What happens when I run out of data?

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.

 
• Can I make international calls?

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

 

Austria, Argentina, Belgium, Brazil, Brunei, Canada, Chile, China, Cyprus, Czech Republic, Denmark, Dominican Republic, East Timor, Fiji, Finland, France, Germany, Greece, Guam, Hong Kong, Hungary, India, Indonesia, Ireland, Israel (& Occ Terr), Italy, Japan, Kiribati, Korea South, Lebanon, Luxembourg, Malaysia, Malta, Mexico, Monaco, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Niue Island, Norfolk Is, Norway, Palestine, Papua New Guinea, Philippines, Poland, Portugal, Puerto Rico, Russia, Samoa (Western), Singapore, Solomon Islands, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Tonga, Turkey, Ukraine, United Kingdom, US Virgin Islands, USA, Vanuatu, Vatican City, Venezuela, Vietnam.

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

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

 
• What's the billing cycle and charge?

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. 

 
• Protecting Against Unauthorised Transfers

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

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. 

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

 

• What should I do if I suspect my number has been transfered without my consent?

If you suspect your number has been transferred illegally and without your consent, you should immediately:

  • 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/).

You should immediately contact your bank and any other services your use (e.g. social media, email account) which might verify you via your mobile number.

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CONTACT US

Email: support@etel.com.au

Tel:     1300 383 588

OFFICE HOURS:

 

Mon - Fri 9:30am - 6:00pm

PO Box 6093 North Sydney

NSW 2059

ADDRESS:

204/66 Berry St

North Sydney, NSW 2060