Shocking technical support
So i signed up for Duo Unlimited or something like that and was told i would recieve a call back once the line was connected. 15 days later no call so i called them to see where it was at after waiting patiently for the 14 days. No clear response from their team in terms of where it was at. 17th day i get an email [no call] luckily my partner had checked that day. Their policy is that you will recieve your modem 5 business days after the line is connected. Recieve my modem 10 business days later.
I connect everything up and the line test...comes back that there is no connection whatsoever. I call them and they run the same test twice with no reason for the problem and tell me they will call me back. I wait for a call for 3 days and decide I will call them. I speak to someone who tells me they tried to call me yet i have no missed calls or voice messages on my phone. In the same conversation i still had no resolution to my problem and was told it may go on to a Telstra service technician and was told to wait for a call back from Advanced Technical Team in the next 48 hours. I waited 7 days and no contact so by this stage i am getting frustrated and call them. I am once again told that i was called back with no missed call alerts or messages. I was told it was still with the Advance Team and they were calling to update me that they had dignosed a possible problem as there being resistance on the line and would contact Telstra but were goign to run more tests before they did so i should wait for a call back. Yesterday being 7 days later i had had enough of the complete utter lack of contact i called them and i get the same answer that it is still with the "Advance Team". I just hung up on them. I get a call back saying that they are runnign the same test again. After 3 weeks of no help i had had enough and cancelled my account yesterday. I wish i had read reviews before hand because i might have save myself all this stress. But now i'm not sure who to go with because from the recent reviews on here no one seems to jump out at me...
Eftel going from bad to worse
Have been with Eftel for a few years now and the service in the past six months has gone from bad to worse. The last two months have been nothing short of useless. Constant loss of DSL connection or loss of Internet. Now sick of the constant complaints from my kids losing Internet when either on the computer or playing Xbox. Looking at getting a new provider.
Service deteriorating, increased drop outs.
Avoid Avoid Avoid
Eftel were forced upon one of our small business by them purchasing Dragnet (a regional ISP in NSW). One week on and the ability to receive emails is still non-existant. Despite repeated calls and email to their Phillipines based support staff (who are very polite but just repeat the same jargon "it is with our network support team" or "it is with our advanced network support team") we still are nowhere.
really poor support, long wait times and you get the feeling that you are being fed garbage to get you off the phone
I wanted to find a new service provider that could offer me a good deal with unlimited broadband and thought I'd found it with eftel-boy was I wrong! After being with them for a couple of weeks plus receiving a bill already I've already made 3 complaints! Still don't have connection or phone service!!! But they have the ordasity to bill me for a service they haven't provided plus everytime I call them it has to be on my mobile as I have no phone connection which also costs money. I emailed the day after signing up after reading so many terrible...reviews and asked them why this was but no reply except an email telling me that the support ticket had been closed??? Unfortunately went away and was not able to contact them to cancel before my contract officially started and now I'm stuck with the worst service provider I've ever known. Wish I'd stuck with iprimus and paid the extra$30-$40 a month as I'm sure being stuck with eftel will end up costing me more than I bargained for Seemed like a good deal
Slowest company ever!!
I signed up for Eftel's phone and internet package, which took 2 weeks to connect my phone, which was unuseable due to line noise. The internet didnt work at all, so more phone calls and emails resulted in it working at snails pace. After almost 2 months, I have phone service and still so slow internet. each complaint about the service took up to 2 weeks to respond until they finally accepted that what I was saying was true and a Telstra technician turned up unannounced and fixed the noisy line in half an hour. Find some other ISP and telephone service. My mobile is with TPG and I would have gone with them if they had a suitable package as their customer service is 10000% better than Eftel.
Exceptionally bad service
Had the problems (for about six weeks). Read the comments. Would say this.
I think their support team is very courteous. However I also think they are under managerial direction to fob off complaints till they get a problem sorted out - which is [speculation], how to accommodate everybody with too few lines while they try to make inroads into the Asian Market, namely India. The've been increasing customer base every year just about for the last ten years by takeovers) [close speculation]. I say this because I think it's a time-zone th...ing. With me (Perth) it began with the line dropping out about 10-11 pm and progressively got earlier over a couple of weeks to about 6-7pm. Now it drops out just about any time, literally within a couple of minutes of getting a connection. Then you have to ring up and sort it out. At worst there can be still no connection in the morning. Still worse, the router can need a hard reset ("refreshing") from the server end. You can tell dropout is going to happen as the connection gets slower and slower over a few minutes, .. sometimes you're lucky and can get through it by making sure you don't let pages sleep on the screen, then you have a fair chance of getting a good connection again. Also during this time you can see that the upload is ok (it will connect ok to the required site), but the download crashes (download spinner just keeps spinning). [Sorting it out.] Calls are recorded which I think accounts for a lot (there is a formula they have to go through for dealing with the problem; I know it by heart, I've been through it so often). I think they are not allowed to say what the problem really is (extreme congestion), and so you get led by the nose through the rigmarole of resetting your modem. I accepted this at first as a solution. But two new routers , new plug, extension line and filter/splitter later, not any more. They have a real problem. I was a bit pissed off afterwards about having to buy, since there was more than a few suggestions it was my modem, not so much the actual buying as an in-ignorance solution to testing, as the repeated insistence of that, and needing "to check the lines", but knowing about the recordings make it understandable. I can't advise either way just now, but I will be changing. With banking etc it just gets too critical. But spare a thought for the support team, who _are_ courteous (in my experience) and _do_ appear to be under the gun and do have a lot of irate customers (for very good reasons). But in this time of trying to grab increasing market share, are others any better? I don't know. Have still to find out. I've been with them a long time (and yes, in earlier years got really pissed off with some senior support) (Aus.) . Pity. It's a pain having to change all emails, and I believe now there are things like 'exit fees'.. (paid upfront?)
I have been a customer of this organisation for over 12 years and during that time Southcom/Keypoint/Eftel the service has moved from very good to EF Terrible. I have changed my mainstream provider to Internode and cannot speak of them too highly. Unfortunately I still have email accounts at Eftel for redirection purposes. After a recent change of credit card details because of major fraudulent use I attempted to change the auto pay facility via the web logon - sorry cannot log you in because you have an account outstanding!
Called help ca...ll centre and was firstly asked to provide a swag of identification details - Name, DOB, Address Phone Number etc before they spoke to me and then they asked me to provide new Visa details by phone - I asked for employee ID and address of call centre - sorry unable to provide that to you. I therefore will not provide new Visa details by phone after recent fraudulent use experience, Still awaiting a solution to this farcical situation
Terrible. After 1 month of repeated phone calls I withdrew my Duet Lite Application
I was attracted by the price and 10GB of Broadband as we are not big users. Signed up with AAnet but Eftel took over. After one month of answering repeated phone calls from Eftel and still no connection I gave up and cancelled. The right hand do not know what the left is doing. I was still getting calls telling me they needed information a week after I cancelled. Optus went ahead without a hitch. Still have mobile SIM with Eftel/aanet. It won't connect to email. I will have to ring again.
The right hand does not know what left hand is doing.
Don't do it
Terrible don't go there. Waited 3 weeks to get the net and customer service is awful. Was told I would get a tablet as part of the deal and they are out of stock and I will have to wait another 4 weeks. The tech support team are so rude and communication is awful.
Seemed like a good deal.
Useless website/customer service
You would think an company like eftel provider would have a decent website - I try to log on and regularly get time outs (my ADSL is fast, reliable and provided by another ISP) and there is no option to change payment methods online so you have to use the call centre. Big waste of time and completly unecessary.
Once it is set up it is OK
Hard to set up payments/ change details
Worst Corporate Customer Service Ever Experienced
My mother who doesn't know much about ISP's got talked into a business plan after going over the limit on our residential plan download limit even though there were unlimited residential plans available that we could have switched to. Since changing plans I have been trying over a month and a half to change back to residential but there are never any people working in the business plans section even though it costs four times as much per month as residential. Absolute joke in terms of the NO customer service they offer business plan clients.
Hours on the phone and no result.
Still wait for activation
They were happy to take my money for connection 2 1/2 weeks ago with no communication when the phone and internet will be up and running. Still waiting for it to start and called them today for them to tell me that it will be another 6 days (approx). Cant tell me why and all they could say is that the guy who signed me up should have told me this.. Not a great start and very unhelpful on the phone
3 weeks and still waiting for modem
Signed up 3 wks ago and still waiting for modem. Called last week and was told sales person hadn't actioned the software delivery. Told it would arrive yesterday 2/10 and called today to be told it will arrive 8/10. Seems like they are just adding a wk to what every date I call!!
Still haven't got it after being told 3-5 wk days for modem and 1-14 days for connection.
Beware of Eftel
I contacted Eftel for broadband internet and telephone connection. I provided all contact and credit details. I was promised connection within 21 days. Weeks passed and several phone calls were made to ascertain why no connection was provided. I spent ages on phone being bandied around from Sales to Admin depts whilst haveing to listen to vile music. Each operator asked me the same Q's over and over again. After a month, one operator said they had no details of my request. I had to go thru the whole process again! I was assured I would have a ...connection shortly ( I even spoke to a 'Supervisor'). Nothing happened except they took nearly $200 out of my bank account despite having provided zilch!!! I had to go to the Telecommunications Ombudsmen to cancel the application and make them return my money. I wasted 6 weeks. Do not have anything to do wth this company. dreadful inneficiency and misleading advice.
I will tell you why this is crappest internet
As everyone else wrote negative things about EFTEL, they are right. I got the same issue and it is terrible. I know the reason why some people wrote good things and excellent things about it, it is because they are from the EFTEL company people and they get payed to write positive things. As you can notice, those people have a background picture of not their face but a place. So no one can tell who they are, there are Beds, Poster signs, Guest with no picture, absolutely liers.
Worst internet connection!
EFTEL / CLUB TELCO - Customer experience depends on customer attitude.
I am a very satisfied client, I have had a very positive experience with these people, and any problems from connectivity to account payments have been dealt with courteously, efficiently, and respectfully - all very important to an old guy like myself. As a pensioner, account timings do not always match my pension dates, and I have always had understanding extension of time to match up with my pension dates. Technical issues have occurred, and been dealt with very quickly - one issue was due to Optus backbone problems, yet even that was examin...ed carefully, and an alternate IP issued to continue my access! If you ask instead of demanding, and understand that you are not their only customer, and that their service depends (as all do!), on a vast network of unrelated ISP services, you will find that your experience will be excellent, rather than the almost abusive negatives which I have read here. - EFTEL have even advised several potential clients whom I referred, that they could not guarantee acceptable speeds from their exchanges, and advised the clients to look elsewhere. - You do not get that sort of honesty anywhere else!!! Reliable, Efficient, Understanding, Courteous. - Nice people to deal with.
Worst.Ever.Cheap for a reason, you get what you pay for...
Didn't have internet for months. They go through optus and optus through Telstra...a massive run around...
Sales people are different to the customer service reps...they do not understand anything...there is a reason why they are cheap.
they are terrible, I was in tears when with them...never again I paid the termination...they do not care about their customers and yes call centers are overseas these days but these people are not trained. You will have no phone or internet, good luck trying to contact them...terrible terrible, please save yo...
Worst customer service ever!
Paid money to set up broadband for my elderly mother. They took my money straight away, no questions asked.
Then they informed us that they couldn't set up broadband for my mother due to system requirements and they would refund my money.
I have been struggling to get my money back or to get someone to speak to me to advise what's happening with my refund.
They sporadically email me to request extra information that they require to issue my refund - my bank details, a letter signed by me, a letter signed by my mother.
Terrible customer service
Cr*pest of the cr*p
During a recent outage that lasted two days they wouldn't admit anything was wrong, just fobbed me off and treated me as though I was stupid. They continually add extra fees and charges and even when they're in the wrong find a way not to pay up.
Bad bad service, hidden extra fees.
Do not go with EFTel - they are terrible.
2 weeks ago I signed up with Eftel. At that time, I was told it would take 7-14 days to have my connection up and running, which I was fine with. After 7 days of hearing nothing and not even receiving an account number, I rang Eftel to see what was going on. I was told that there was no record of my order (despite them having taken my credit card details) and that, in order for my internet to be connected, they would have to re-place my order. I was not happy with this, but agreed to do it.
So, I again gave them my details and was told that ...it would be connected within 3-7 days. 4 days later, after again hearing nothing, I contacted them to inquire about what was going on. I was told that there was no estimated date of completion listed, however it would be connected by Friday (3 days time). They also told me that if it was not connected by that Friday, to call them back. Friday came, and still I had no internet. So, I called Eftel back to inquire about what was going on. I was told that an estimated date of completion had been listed, and it was in 12 days time. I was not happy with this, and explained my story, only to be told that nothing could be done (basically told too bad so sad). I was unhappy with this, so the operator told me he would make an inquiry with their provider to see if he could have it expedited and call me straight back. 2 hours later, I had not received a phone call. I checked my bank account and found that they had happily taken $198 from my account, whilst making no effort to stick to the terms of our contract by supplying me an internet connection within the specified time. Angrily, I called them back and told them that it was wrong for them to take my money without sticking to their part of the contract, and was met with a "Sorry, but that is what we are doing".
Disgusting Customer Service and Unprofessional
Called to install Naked Broadband ADSL and gave my credit card details and was told it would be installed in 5-10 days. I asked for a reference number and the girl told me my name would be my reference. After 7 days without even an email to confirm my application, I called to follow up. They had no record of me and asked me for a reference number! I told them what the sales girl had told me and they were confused as to why she would say that. They said they would call me back.
I called again 3 days later and got the same response about not ...having any record of my application. Concerned, I asked to speak to a 'supervisor' who acted very blasé about the situation, so I asked that my application be terminated. As far as I was knew, my credit card details were in the hands of some individual who hadn't even processed them through the system. The 'supervisor' assured me my personal details would be destroyed. I then received a phone call 1 week later from Eftel asking if I wanted my internet installed. I explained firmly that I had terminated my application. Surprisingly, 5 days later they took $198 from my account! When I called to make a complaint and to retrieve my money, they said they had no record of my termination and there would be a chance I wouldn't get my money back. It seems after reading some of the other reviews on this site, I'm not the first person this has happened to. I'm going to see if my bank can help retrieve the money as the goods and services were not supplied. Poorly organised, improper handling of personal details
Eftel is a hoax - worst ever
As stated by two other reviewers I have been waiting a month and a half for phone/internet connection, rung them numerous times only to be told the request wasn't put through and given new dates and now they have expired and just nothing. Told I would be phoned back but it never happens...I have absolutely no idea what is happening. Demanded to know where they are based, out of Manila in the Philipines but head office is in Victoria. They do not listen to what you are saying, and don't seem to give a crap either. The fact they would not give me...a reference number made it feel like a scam so I demanded the name of the person I was talking too and he provided his reference number, but now when I ring and ask for him he is never there. This has to be the worst company/call centre I have ever dealt with and I have received no service whatsoever...I am just about to demand termination and will be writing to head office and the ombudmen, it is just appalling a company recommended by iselect.com.au can get away with this. Maybe I will send something to today/tonight, that seemed to scare the pants off the last telco who was ripping me off into doing the right thing, apart from the fact I actually had a legal case. Any business who does not provide you with what you pay for is doing so against the law. 99 cents per minute anyone...on the phone for 1 second to hang up on a voice mail and they are charging you 99 cents, you have paid for a whole minute but only received 1 second of the service!! its just disgusting with what these telcos think they and are getting away with. Im appalled at their lack of integrity.
Come on guys they're not THAT bad...
I have been with them for more than 12 months and must say that they're not that bad. Internet is fast and cheap, customer centre is based somewhere far away but they are always there 24/7, and they are friendly and professional.
The majority of previous reviews are quite negative, but I can't really recall any issues I have had with them. There was 1 major outage like 6 months ago and in that time there was no connection for 2 days.
cheap and fast, call centre available 24/7
Always good for me
Been with them for at least ten yrs, back then it was bad mama. never had any problems, always been able to contact them, they give free help and sort problems out straight away, also don't get all the scam mail that other people (and work email) have problems with.
Reliable and helpful, no junk mail. Supporting Aussie company!
Not quite sure why all the negative reviews. Eftel has been good for me.
To that person who stayed with Eftel for 10 years despite their negativity towards them, why? You can leave at any time.
I have actually been very happy with them and they aren't as cheaper as what most reviewers are saying. Customer support has been good for me and connection was fast and simple.
The only negative I have is that they took $30 out for line rental before it had even been connected. Their billing and payment information isn't clear-cut but can't complain too much. I haven't been ripped-off yet.
I will recommend to family and friends. Can't do the same for Telstra or TPG.
Fast connection and customer suppost has been able to help me when needed.
Billing information not clear and no choice of payment method.
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