Changing NBN Providers from Exetel

stickyfingers on 25/10/2019 - 18:37
Last edited 25/10/2019 - 18:37

I'm looking to sign up to Flip for my NBN service and ditch Exetel because they're a pack of pricks.

When I signed up to Exetel I signed up for a month-to-month service rather than a contract.

I called Exetel to see how the billing works when I cancel with them as I pay in advance for each month, sort of like prepaid. I pay on the 20th of October for example and get to use the internet until the 19th of November.
They told me that, contract or no contract, I have to give them 30 days notice, any remaining days after the service is moved would be credited to me pro-rata. They couldn't tell what would happen if I didn't give notice and just changed though.

In the Terms and Conditions it states under 12.7:

If the Customer elects to have an equivalent service to the service supplied by another carrier, carriage service provider or service provider (including, by churning) and that carrier, carriage service provider or service provider informs Exetel that the customer has elected to have the service supplied by them or have churned to them, the service will be deemed to have been cancelled by the customer immediately.
This will be without prejudice to Exetel’s rights under the Agreement with respect to the Service.

So assuming I sign up with Flip, [they said] they'll notify NBN Co when I sign up, who will notify Exetel that my service is moving, therefore as per Exetel's terms "the service will be deemed to have been cancelled by the customer immediately".

If this all happens halfway through my billing cycle, will Exetel give my half my bill back or do I forfeit it?

tl;dr: I want to change providers, I'm not on a contract. Exetel say I need to give notice, their contract says I don't. Will I get a pro-rata credit of my remaining days from Exetel as I pay in advanced?

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Comments

  • Iwilltakeit on 25/10/2019 - 18:57

    Any reason you don't want to wait it out for one more month?

    • stickyfingers on 25/10/2019 - 22:53

      I've been consuming my usage quota each month with Exetel. I'm looking at an unlimited connection with Flip which is also cheaper than my capped Exetel connection.
      That and life is short.

  • vikvance on 25/10/2019 - 18:58

    If they're saying that you have to give notice, then you'll have to give notice. Otherwise, they'll charge you for the 'missing' number of days for which you haven't paid & haven't given notice.

    You can either fight with them about the interpretation of their terms & conditions, or you can actually just give them the notice & save yourself the hassle.

    Just call them up again & tell them that you'll be transferring your service & you are giving them the 30 days notice. Then call up the new provider & tell them you want to sign up with them, and explain the 30 day notice to your existing provider. They will hopefully sort everything out.

  • onlinedeals on 25/10/2019 - 19:01

    I've been with FlipTV for a couple of years now and I can't wait to switch. The thing is I'm moving soon so I'll just wait for a few more months. The problem with FlipTV is that if they incorrectly bill you, it's very hard for you to get your money back. They won't respond to your emails or phone calls and it'll just drag out until you give up. I've been billed incorrectly 3 months ago and it's still not fixed after several emails and calls to their customer service team.

    • garetz on 25/10/2019 - 19:47

      tio

    • stickyfingers on 25/10/2019 - 23:02

      Good to know, I'll have a little bit more of a search around for a plan that suits me with another provider before going with Flip.

  • brokenglish on 25/10/2019 - 19:17
    +2

    ditch Exetel because they're a pack of pricks.

    What is the issue exactly that you can't wait to change ISP?
    If it's NBN speed, it's very likely you'll have the same issue with the next provider.

    Exetel say I need to give notice, their contract says I don't.

    Where is this mentioned?

    TnCs

    Yes if you do 12.7 (churn to another ISP) it is considered cancellation, which is 12.1.
    Doing 12.7 doesn't mean you can skip the 30 days notice. This is standard.

    1. Cancelling the Service
      12.1 The Customer may cancel the Service at any time by:
      a. giving Exetel thirty (30) days notice (including if the Customer does not wish to continue to use the Service after the end of the minimum term of a Fixed-Term Agreement); or
      b. giving Exetel notice, if Exetel breaches a material term of the Agreement and Exetel either:
      i. cannot remedy that breach; or
      ii. fails to remedy that breach within thirty (30) days after the Customer gives Exetel notice requiring Exetel to do so.
    • stickyfingers on 25/10/2019 - 22:58

      Thanks, I guess the "deemed to have been cancelled by the Customer immediately." part confused me.
      I didn't expect a month-to-month service to require notice. I assume if I churn anyway they'll bill me for another 30 days?

  • o53djz7qTPY4der on 25/10/2019 - 20:12

    I wish I could update this: a pack of pricks.

    Love it.

  • Cheeper on 25/10/2019 - 22:17

    I find it odd that your only reason for changing is because Exetel is (???) difficult to move away from.

    • stickyfingers on 25/10/2019 - 23:00

      Slow speeds, terrible customer support, when entering a new billing cycle after my connection has been throttled due to exceeding quota the previous month my connection is terribly unstable for ~3 days, and this other provider is cheaper and offers a better quota.

  • Melzz13 on 08/09/2023 - 09:56

    Exetel has been the worst NBN provider I’ve EVER used!!! Complete and utter thieves!!!! 30 days notice to cancel is blatant robbery!!!!! The ONLY company that requires such notice because they’d rather get money for nothing!!! As in $70 from a consumer who has chosen to escape them!!! I will be warming everyone far and wide to never use Exetel for their NBN!!!!

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