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 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
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 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, tow...ards 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!
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
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 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.
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) 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 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 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 t...he 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 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 dealing...s 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 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 car...
Eftel is hopeless
Eftel have disconnected my internet connection three times over the last 12 months without warning claiming that I had not paid their acccount.This is despite an automated direct debit that has not changed ever since I made the mistake of signing up with them.and the money leaving my account each month and them sending the monthly reciepts of the same!
Hours of frustration spent explaining the problem to multiple call centre people with no explanation of from eftel as to why they keep making the same error.
Definitely the worst internit provvider I have ever had a contract with and I would suggest poeple steer well clear of them.
Happy with my service.
After an initial problem with getting the interment to work about 10 phone calls getting told every time its my problem (computer too old - brought anew one, modem not compatible-tried someone else's, fault on the line - my side so I need to pay for someone to fix) after all that the last person I spoke to put me on hold for 5 mins and said try that.....what do you know it worked. Glad I didn't buy a new modem or pay for a phone tech. I am happy with the service and the price since I can now use it:).
Price, free pendo pad which arrived after about 5 weeks
Technical support overseas and not all know what they are doing.
Worst company by far
Had problems from March 2013. No phone, either open or extremely loud static. I'd rung them nearly every week and they agreed it was an issue with there server (or that ever they use) but expected me to pay for the months that I had no coverage. Like hell. So now sorted (I hope). First thing I'm doing when contract is finished is going elsewhere. What to waste time money and your sanity then Eftel idiots are for you :-(
You know your smarter after you've got off the phone
You find that there is alway a worse company to deal with
Deceiving Sales Gimmicks
I have recently tried to connect with Eftel. Long story short I was promised the moon over a two hour sales call where I was confirmed over and over again that I would be provided with the service the following week. I had to paid for the service and three weeks later I received a call from advising I had to pay extra dollars to get their service and they wanted a yes/no answer without a valid explanation.
Note that I had been confirmed over and over again with the initial 2 hour phone conversation that the service would be provided as phon...e numbers, account details had been checked and confirmed for some 5 times. The call I received some three weeks later pissed me off. The lady behind the phone was demanding and rude and she told me I was not their customer. How do you weigh this - Eftel took my direct debit details, took money off the account and three weeks later they tell me am not their customer. To my knowledge you do not take money of a persons account if they are not a customer and Eftel had given me a Eftel customer number. His honour would have appalled at this statement behind Eftels customer service. To demand a yes/no answer from me without reasons. I would not recommend as Eftel would promise you the moon. I had wasted my good three hours on phone where I was promised everything but in the end they demanded more money over their fixed term contracts. Can't believe people fall with their traps as they could not deliver a simple sales contract on paper. Liars they are
cant recommend eftel
I have been trying to disconnect my fathers account from eftel after he died last month each time I call they give me a new task to complete saying they need this before they can proceed. I try to ask them why they can't just tell me everything they require on the first phone call I made to them, but they have no response besides "sorry"
Phone call today I told them I had already sent the will and the death certificate, to that the operator then asked if he could talk to the account holder. I had to tell him three times that no he couldn't...because the account holder was dead. Then tonight my partner called them tonight due to me being upset about the need to explain over and over that my dad was dead. She was told that their system was down and to call back in 15 minutes. She hung up I told her to call back and speak to someone different but they had closed, so the person earlier just could not be bothered trying to help one more person and knew that the phone lines where going to be turned over to their answering machine. (maybe they just know that every phone call is a complaint) I had no trouble dealing with Optus and Telstra which dad also had accounts with they both quickly cancelled the accounts with in 24 hours and removed all charges currently on the account a long with waving all early contract termination fees, stating it was the least they could do under the circumstances. customer service
Shocking - stay very clear!
Signed up for the $79.95 phone and internet unlimited deal. Requested a silent, unlisted number for an additional cost per month on 1 Feb, 2013.
Service was connected on 14 Feb - initially thought everything was fine. Then we noticed the number was listed in the white pages and wasn't silent, next issue we had were cross-talk issues (Eftel told us it was our phone - so we bought a new one... still had issues), then the phone line started to deteriorate (crackling initially and now it will not ring in or out - line is completely dead).
My experience with Eftel was pretty much abysmal. I signed up on the 17th of March 2013 and by the 5th of May they still couldn't fix the problems with the internet because they refused to send a technician to the house. It took them three weeks to connect the phone and another 2 weeks to connect the internet and probably another three weeks to fix whatever the problem is. I got out of the contract and transferred to another provider. I do not recommend Eftel at all. It may seem cheap and good value but in the long run the inconvenience offsets...its inconvenience. you'd be better off to pay a bit extra and go with a more reputable and well-resourced provider. slow connection, terrible call centre service from overseas call centres who listen to your complaint and do nothing, charging for things i did not sign up to
Abysmal 3rd world service
I have been a loyal Q-net/Eftel customer for 16 years. Everything was perfect until they closed their WA local operations and moved thier entire business into the Phillipines including their H/O. Now the service is 3rd world standard and below. Disconnected on a daily basis, slower then dial-up speeds on reconnect, hard to understand the help desk operators indo-english, and so on. This is now a Rip-Off, Stay away. I'm changing back to a local provider that cares about customer service.
When it was a local operation it was perfect.
It is no longer Australian and operates entirely in the Phillipines, having sourced thier money accounts in Australia.
Eftel the truth
The home phone is working great! The Adsl is not working at all... They are not able to provide internet after two weeks (they said it would be working after two days)... Their help is not very helpful as it achieves no results... Do not be tempted by the price if you want a hastle free experience.
Internet not functional
Eftel customer service is really appalling. I have waited 3 months now for ADSL2 and then ADSL1 and when I ring they know nothing more than I know. They promise to call me back and rarely ever do. When I email them, they close my support requests without doing anything.
Good service? look again!
I have been with Eftel for many years and have had no major complaints. However, after switching to ADSL 2+, I have had nothing but problems. Download speed only 10 mbps upload speed 60 mbps and repeated delivery service. The latest was 7 days without broadband. For such a shoddy service Eftel is charging Top-Dollar. Well, No more and I hope some other users will take notice.
I have changed provider now. My download speed increased to 13 mps and upload speed is 80 mbps. What a difference!
One week of excuses, one hour on to help line only to be disonnected. How do you sort out issues without bring able to make contact. Humm and Ethel are on the communication buisness Not good enough. Cannot pay staff or accounts cannot order stock buisness just stops, I have been with you for ten plus years and have had enough.
Eftel has not fixed their problem??? they tell me day after day that they have had no response from the people allegedly fixing their problem, their engineer as they call them.. you phone each day and they say the same thing, they are waiting for a reply from their engineers...
so who believes engineers dont reply to emails??
how can they be sending emails if i cant???
when you ring tech support they dont answer the calls, they let it ring out so you have to spend another 40 minutes again on hold..
i am leaving them, but it takes up to 5 days to get out of their system, and with the system down i dotn think they can possibly do anything..
Terrible service and support by EFTEL
I have signed up with eftel and spend around 30 mins for this process. After 1 week I have received a confirmation (after calling them) that it will be activated in 2 weeks time. After 3 weeks, nothing has been done and found out that the service will not be available in my area. So basically i have wasted 1 month and finally got no result. Unnecessarily customer support staff spend lot of time in waiting and verifying information. Extremely disappointed with this overseas company. Please guys beware with this. You will defanately be disappointed.
Support, pre-checking process before signing contract.
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