Eftel

Eftel Rips Off Customers – I discovered that eftel had continued to charge me through a direct debit and I accidentally overpaid them for over twelve months. Upon contacting them I have found them to be vague, careless and more than complacent. They have refused now to answer my emails or phone calls and certainly appear to have no intention to refund the overpayments that… Read more

have been made. Disgusted. Please go elsewhere for your internet service. I was a loyal customer for many years and this is how they treated me. They should be shut down.

Eftel no coms – Eftel used to be a good years ago. Then in the last couple of years l began having issues to the point I’d had enough. The last task for withdrawing from their service was to transfer the domain to another organisation, which I did months ago, and yes they were notified. Then recently, an auto bill for domain hosting for another year arrived. You… Read more

can’t contact anyone or get a reply via email anymore. They are either ignoring me or they don’t exist They withdrew the money from my account anyway. Not happy.

My service was canceled in october They are still billing me 3 months later – I believe that i now need to speak to the police cybercrimes people or the ombudsman, they are stealing money from my account for no services, they do not respond to queries and do not sort out this problem, which benefits them. Show details

Great Service – I have an ADSL connection and for the last 10 years I've had excellent download speeds and excellent service. Its unfortunate for some other people that they haven't had the same. I cannot fault them.  Show details

Ok Speeds and good price for Unlimited – Ive been with Eftel / Conceptual for around 10 years on ADSL2, Speeds at times have been terrible but the last 2 or 3 years the Unlimited plans have been not as congested, I can get fast downloads overnight, and during peak acceptable speeds for youtube and Netflix etc. I can have both kids watching Youtube, Wife watching Netfilix and ill be… Read more

downloading something, all without slowdown.

Currently connect at 14Mbit and paying $69.95 month

Support is average but with online chat from homepage you can save yourself time / grief.

Been with them for 15 years – I have been with Eftel for 15 years. I don't understand the problems others are having. My payments are auto and are always the same and come out the same time each month. $69 for line rental and unlimited internet is great. Their service never drops out. This morning my internet did drop out. I called them, and spoke to a gentleman within 5… Read more

minutes of making the call, who told me it was a state wide outage and apologised. The self service web portal they have is great and provides all the information you need. I'm truly amazed at the negative reviews, maybe people only review to complain and the happy people don't bother.

I called Tech Support 14 Oct 2019, was told Techs were having a meeting. Reception # disconnected – I think Eftel has gone down. No service at all. Only Call Centre from Philippines & no more Tech support. Very disappointed and frustrating. Sounds lke theyre going down hill fast. Show details

Don't eve think about it. Worst customer service – Don't bother. As 20 year customer cancelling service for NBN reasons they completely screwed over our last month by 'shaping' us down. Even though we were still paying full price. Rat bags. Show details

Terrible customer service – I’ve been with this company for more than 15 years and have slowly moved away from them for all my services except mail forwarding from a useful email address. Technical support is hopeless, customer service is worse and they have no dispute resolution service. Once good, now we’ll behind the times. Time to move on I think. Show details

The worst Telco in Australia – ADSL 2 service and Phone connection, My internet service has become so unreliable drop outs and so slow, I have had to upgrade my Telstra Mobile internet service to be able to use the internet. Eftel used to be great then 12 months ago became rubbish Slow, Drop outs, lagging 2 months ago it took 2.5 hrs to down load 200 mg. Once it was confirmed… Read more

I had put in a complaint with the Ombudsman the lady kept asking me what do I want to do Cancel my service or what, I want it fixed.

I stay because I was told it would be fixed and there service was great, now I would tell anyone STAY AWAY.

Bad service and trash speed use to be good – EFTel use to be great when I first signed up now jut had to pay for new modem because the speed was trash, and the tech guy said speed to the house was 20 kbps. I done speed test and was luck to get 10 kbps they said it had to be modem, and they charged me for it after being with them for 4 years. Well got new modem today the speed is around 7 kbps. Going to switch provider because they are not helping.  Show details

what a rip off – worst company I have ever had have had nothing but problems internet is off more than on the 99.00 a months sometimes becomes 120 per month customer service is bad and nothing gets resolved it is frustrating have reported them several times to the onbusman funny thing it gets fixed for a few days the the same old same old nobody seems to be able… Read more

to do anything I will not even rate them except to give them a 0 rating shame on you for ripping people off I bet no one gets a reply from them all I can say is run can anyone out there give me a better internet I am looking for a bundle with no start up fees I think the best thing to do is runnnnnnnnnnnnnn from this company

Worst service beside Telstra – Customer service is the worst I deal with besides Telstra. Smug operators they lie to get you off the phone. Keep asking for money with resolving the issues.  Show details

Support is no existent! – Over the weekend Eftel must have changed their email server. They removed the mail.keypoint.com.au server so none of my email addresses worked. I opened a support ticket with Eftel - then nothing. I had to fix the fault myself by renaming the in and out going server address to mail.eftel.net.au. Why can't these idiots just tell people what they have done instead of inconveniencing all their customers. Pathetic! Zero Stars  Show details

Now the Worst ISP ever – Have been an Eftel customer since forever, speed recently dropped to 2Mbps down and .02 up (I live 950m from the exchange by cable -450m line of sight); gave them two weeks to fix it; no action .Changed provider after numerous phone calls and run around tactics from Eftel. Went from being a great little company to being brought up by multi… Read more

national with zero service for even their most loyal customers. Would score them lower but one is as low as it goes.

Same tactics different customers – If you look at the eftel retail website, you should smell a fish. There is no indication of the speed range you get on adsl2+. only the max speed of 24mbps. On nbn, if there is a service to you, then it is 25mbps and above. What is the speed range? What iF they give you just a little above adsl2+, say 9mbps. on NBN they give you 10mbps. If… Read more

they can get away with this, they can get bolder and crank several notches lower,

in other words you pay for adsl2+, they give you adsl service,

pay for nbn give you adsl2+ service.

Today's modem routers do not tell you at what speed the router status is, and speed test is the approximate.

I experience exactly the same thing as this customer, this time is May 2017, and it can appear to be a

company wide issue, as 1st- the physical telephone line break, then when the line came back on, the internet cannot work, then when the internet is working. The speed drop, then when eftel bump up the speed

it will hold and a while later (say few hrs till next day) volla - you back to square 1.

Square 1 means = pay for adsl2+ get adsl service. And funny thing is there is no adsl plan, only adsl2+ phone bundle at $79.99 ++ which can work out to over $90 when you need pay 44c 1300numbers and extras, and ontop of that the bill lump up previous few months extras to this month.

Eftel has matured when i joined them at the start, 10 years ago, now they are in retiring mode, and guess how many customers get hit with this tactic.

I am looking elsewhere to get what I pay for!

Lied to me. Charged me extra fees. Problems not fixed – Been a customer since the datafast day when digger was around. 2 accounts. One in perth, one in sydney. Perth has has 0bytes traffic for 4 years (Living in Sydney, empty house). Went back for holiday, phone and internet are dead. "It's your equipment", Charged me 150$ for a test apparently. Fine. Replaced everything to the wall. No change. Sync… Read more

for about 30-40sec an hour. Phone line sounds like sandpaper. Complain. "It's the lines." Charged me another 150$ for some test. Told me "it's your strata's fault, they need to replace the lines. Not our problem, stop calling for the problem or we'll charge you 450$ for a technician to come out and fix things and only from the wall forward". I've worked in IT and networking for a while. Not needed. Checked with Strata, they're *NOT* allowed to touch the lines as they belong to telstra and there's been trouble in the past. Very very old estate with multiple unit blocks. Okay. Phone back.. "it's telstra's lines, I've got the word" ..so a techie came out to the street node. Blew dust off it. Charged me 450$ .. no change. by that stage, our stay back in perth had ended. 3 months. Stuff-you very much eftel. Considering cancelling both contracts.

Wish I could give a lower rating – I have phone and ADSL with Eftel, and have done for a number of years. I've always accepted that customer support has limited hours and the offshore helpdesk are not particularly good at their jobs (although they are always quite nice) because the price is low and changing providers is painful. I'm currently in the midst of a nightmare… Read more

scenario. Eftel accidently cut off my phone (and therefore also internet) service by accident (I'm fully paid up etc.) and worse, my phone number seems to have been reallocated. It's been a week and they tell me will be another 2 to get the phone service back - With a new number(!) - My previous phone number has been held for over 10 years and is the one everyone has on file (businesses, friends, family). It won't be until after they get the phone line connected that they can get the ADSL reconnected again.

I would cancel, but my Eftel email address is being used as the login to loads of different websites, so I have to get back online and change it before changing internet providers.

Do not go with Eftel... you will regret it.

Terrible customer service and connection – On average the internet goes down once a month, then I spend up to 5 days trying to get a tech to check the line after going through the whole dulling fault finding process. Eftel do not raise a job when they say so and the support line doesn't seem to be open in favour of WA times. Long & short of it, this company has gone down hill over the… Read more

years and we are changing ISP. Avoid Eftel at all costs and do not get in to a 2 year contract with them!

ZERO out of 10 for customer service, 4 out of 10 for reliability, One star is one too many – I had ADSL/home phone. I had continual dropouts with both. Half the time I came home for the tech and he never showed. When I finally requested compensation they gave me 2 months then took the money from my account! I wrote 9 letters and countless emails asking for someone to investigate. I was ignored for months. I ended up changing ISP to Dodo.… Read more

I wrote 4 letters and 6 emails from July 2016 to October 2016, telling Eftel to allow Dodo to port my landline. Eftel responded by cancelling my phone number in September 2016. They did not inform Dodo of this until mid November. Eftel stalled by claiming the account number I submitted was incorrect. (it was the only one Eftel gave me). Dodo wasted 2 months appealing to Eftel. It is now in the hands of the TIO. Eftel is the second most disgusting company I have ever dealt with. I even explained that I needed the landline number because I care for my wife who had a stroke and all the medical services needed the number. It made NO difference!

Appalling customer service and accounts management – Pity there is not a half star rating. Got broadband to my home, so converted from EFTEL as they weren't offering broadband connections. Get a final demand letter out of the blue, saying they were going to default list my credit rating, apparently I owed them $17.00. No phone calls or letter leading up to it, just a final demand threat. Very very… Read more

poor customer service sending threatening letters when you haven't bothered to inform the customer by normal means that they have a debt they don't know about. I'm 53 and have never defaulted on a debt in my life.

Don't Be So Generous and Give Eftel 1 Star – Charge you for service not provided. Never respond to queries, questions or complaints. They just send you an email saying they have "Closed Off" your queries/complaint because they've "raised another complaint" but the reality is they've never answered or done anything about the original complaint but closing it off means you just have to start… Read more

all over again and are still paying for a service that is not being provided. Then when you go to the ombudsman, they tell the ombudsman the issue is resolved by refunding you the funds you paid for a service not provided. Then you have to go back to the ombudsman because their payment never arrives.

worst service ever - no service - – We were using Eftel (Subsidiary of Vocus) for commercial purposes. When we needed support the call was answered by back-office in Philippines . No one could help and no messages left for management/engineers were returned. We gave up at the end and moved urgently to another service provider to restore out service. This is terrible Vocus you should be ashamed of having this organisation under your ownership.

Update on previous review – I wrote a review in 2012 - things have being going right for 2-3 years now, have stuck with them because the price is good and I'm too lazy to change ISPs. But I must say that the helpdesk is up to maggots - I can't get an answer by email, not even an acknowledgement. And on the phone they don't understand me and I don't understand them. Thank… Read more

goodness the glitches are few and far between and I have mostly resolved them myself given a bit of time!

Eftel can't or wont resolve connection problems – It is a joke, Paying our account and not getting any service - need to keep email address now I am thinking, 'do I'?

was good now absolute crap – Been with Eftel for many years and was quiet good without any issues until the past 2 months we noticed a huge drop in download speed and called up many times to address the issue which could not be resolved .. Have changed to another isp and Internet is back to normal again ... MMD  Show details

Stay AWAY from this Company! BE WARNED!! – Unfortunately I was gullible enough to sign into a contract with this joke of a company. From the very beginning there were nothing but problems with the service products and customer service. Internet constantly dropping out, if a connection could be made to start with. Phone line often was problematic with strange crackling interference or even… Read more

echoing. Customer service always giving me the run around, being passed from section to another. Then conveniently being disconnected, only for me to ring back and go through it all again. Finally, towards the end of the contract, I changed back to a more reputable provider & WHAT DO YOU KNOW?? .....NO MORE TECHNICAL PROBLEMS & CUSTOMER SERVICE THAT CANNOT BE FAULTED!!!!! Eftel has been trying to get me to pay out my final bill for around $200, and out of principle, I have so far refused. However, they now wish to take legal action. Maybe I should just pay them to never bother me again!

Pathetic – Not Internet more like outernet it really doesn't take twenty words to describe this service I could probably think of twenty words to describe it but not very nice  Show details

Worst customer service ever – I wanted to change landline provider and found their plan to be better than the one I had. However dealing with the staff on the phones proved to be a nightmare. Not only is their command of English basic, their organization relies on the most absurd line of repetitions and layers of supervision that does not contribute to a better outcome but… Read more

adds confusion and stress to the person on the phone spending hours for no reason at all. The amount of mistakes, omissions, poor business practices and sheer ignorance is bewildering. I thought I was back in the fifties in a remote Indian province. The plan. There is not one thing worth considering good at all, even their spelling is atrocious.

Worst Customer Service Ever – If I could give them zero stars it's still not negative enough. They're terrible. Not based in Aust, extremely rude staff, and all round a pain to deal with. They are not helpful and I would never recommend them to anyone. They took money out of my account with no prior warning, after undercharging me six months before anyone (myself included)… Read more

realised. Only advice is stay away. Go local. Cheap but nasty Shocking service, take money from account without warning (when they undercharged me!)

Eftel is killing my business – I have not had email service since 20th December 2013 and I run a business with staff in remote locations. We cannot operate and at the date of writing this review (14th January 2014) the problem has still not been sorted. Despite hours of phone calls and promises from at least 4 staff that they would ring me back only one of these did so. I ended… Read more

up with some limited access but the problem was not resolved and the remote sites still had no access. This is the most frustrating business I have ever dealt with. It is a painful process to change suppliers but I am left with no other option. When the service worked it was OK. terrible customer service

Read all the reviews before signing up with this company! – I am prepared to accept that some people might consider eftel to be excellent on the basis that they have been lucky and not had to deal with them to resolve technical and service problems - I have been silent on my eftel "experience" for a year after a very acrimonious departure. Was with them for 10 years - originally with a small local… Read more

provider then eftel afer they took over the company I was with. Everything was fine until I changed from 512kbps to "fast" internet on adsl2 for a new increased fee to around $70 a month in Sept 2012. From the very first minute on the new "high speed" internet it was snail pace - down to 5 bytes a second! Countless calls later to their "help" desk (they are no longer a Perth based company and everything is offshore in the Phillipines) nothing was changing - you get put through endless phone calls, endless questions about have you unplgged the modem, tried the modem in different parts of the house etc. etc. - nobody can ever make a decision (I believe this is part of the carefully constructed "deflection process") - I spoke with Telstra who own my house phone and line - they clipped a lap top into the junction box in the front of the street and tried to dial up - same speed i was getting in house - eftel tried to tell me the fault was in the house and not their equipment - Telstra confirmed the fault was not in their side of the equipment in the exchange but in the eftel side over which they cannot touch without written permission from eftel which they refused to give (saying their equipment was fine!) - at one stage eftel agreed to let Telstra check their equipment (verbally) then denied approving the check when I challenged them and asked for written confirmation - when dealing with the help centre people they have obviously been trained to deflect, divert and avoid committing to anything - when you get the "i will speak with my superior and they will get back to you" response you know you are in trouble becasue they dont call back - I even agreed to pay for their technicial person to come and check my house and equipment (at my expense if they found a fault in my house, which I accepted) but they apparently "sent" the person on a day I was at work and they didnt bother to make sure someone was home before they came (I was not prepared to believe they actually sent someone) - enough was enough, I finally decided to pull the plug (its not easy because they can make it difficult for you and leave their codes on the line after they have unplugged for up to 6 weeks) - I paid out the rest of the contract in advance but they still made me wait until the end date before disconnecting - I then hooked up with Telstra - despite some intial problems with a modem the difference was remarkable - on the same line that Eftel told me was faulty i was getting a constant download from telstra - speed checks showed I was geeting up to 12 mbps which is a long way from eftel. Telstra may not be everyone's idea of a good provider, but I have had no techical problems (only some hassles getting the billing correct). The only good thing eftel did was refund 4 months worth of monthly fees when I threatened to complain to the ombudsmen, for the service "not provided" - I was kicking myself for believing the hype and not pulling the plug the very first day after they switched me to adsl2 and I had no speed, but you live and learn!

Every aspect of dealing with this company

Best deal around – This is the first time ever that I've felt compelled to write a review and the reason is because I'm surprised and a little bit dismayed by all the terrible reviews of Eftel, so I'd like to share with you a more positive experience to help balance things out: I've been with Eftel for a couple of years, since they took over the provider I'd been… Read more

with for about 10 years. Initial problems associated with getting the same deal I had been on were sorted out very fairly, decently and courteously by Eftel customer service. In fact all of my dealings with them since have been excellent, and it takes no time at all to get through to a customer service representative by phone. I'm on the Duo Lite plan as I need no more than 10 GB, which gets me free local, national and mobile calls for $50 per month. If you need more GBs they have an unlimited plan for about $80, including phone calls, and I think about $50 without phone rental. Where can you get better deals than this? (and with a 12 month contract option).

Now I know I should post this next bit in the Amaysim review section, but I want to tell you how I organise calls from my mobile phone. Since I make most of my phone calls to mobile numbers while at home from my landline and calls are free, all I have on my mobile phone is the Amaysim 'pay-as-you-go' plan, with call costs at just 12 cents per minute, no flagfall. They only bill you once you've reached $15 and I haven't received a bill in about 18 months! So just $50 per month has just about all my phone and internet needs wrapped up.

Keep smiling everyone :-) Excellent value for money (with free phone calls including to mobiles) and reliable.

Staggering incompetence or rip-off merchants? – I still can't decide whether these people have a deliberate strategy to bill their customers after the account is closed, hoping that people will just let it go. I was one of the suckers who after giving the requisite notice, continued to see direct debits coming off my credit card for months. When I called to complain, they were really courteous… Read more

and helpful, promising to look into it and all the usual reassurances.

To cut a long story short, their promises just never lived up to reality and on the advice of my bank, I cancelled my credit card.

Some glitch in their billing system kept generating invoices and I kept getting phone calls saying I owed them money, despite me no longer having an account with them. This went on for weeks, where I was being called at least once every 2 days by someone demanding money that I did not owe. In the end I was so exasperated by this comedy of errors that I agreed to pay them a final amount of $129 on the promise that I would receive no more phone calls. I felt really ripped-off and a bit of a sell-out, but that's what I decided.

I refused to pay by credit card as i didnt trust them with my details so I transfered the money to them. Two years pass, peacefully, and then, out of the blue, I get a phone call from a credit agency, saying that they were chasing money on behalf of EFTEL! Actually most of the people on the other end of the line were pleasant, if a little dim. They are thieves who add insult to injury. You have been warned.

bad service – absolutely disgusting service just hanging up the phone on the customers this is such a rude company do try to avoid to use eftel  Show details