Extremely disappointed and frustrated customer of more than TEN years.
I have been a customer of Eftel for more than ten years (originally with Q-net until they merged with Eftel) and the main reason I stayed with them was because I was on the unlimited Freedom ADSL plan, which was indeed unlimited with no soft caps. I stayed on the 256kbs plan (the dialup of broadband) because it was already costing $49.95 per month and to upgrade to 526kbs it would cost about $70 per month.
Towards the las few years I was with them, they TWICE made extra charges on my credit card without my consent and it was a huge hassle to...be reimbursed the extra charges when I found out. Firstly, they claimed that I was already receiving a $5 discount for paying by automatic monthly credit card debit and they were removing this discount. Second time, they charged me about $20 for 'spam protection', which is ironic since one of my email accounts with them received hundreds of spam emails each day. I had asked several times for them to cancel the account but they claimed they could not. Something that frustrated me was their connection. It dropped out costantly, even in off peak periods. I find it ridiculous that their automated voice message for their Help Desk line asks that you go to their website if you are experiencing technical difficulties with your internet connection. How can you go to their website if the reason you are calling is because your internet connection is down?? Most times I called I would have to speak to a Help Desk member who could not speak English properly so communication was very difficult and frustrating. When they said they would call back regarding my complaints, they did not. As a shift worker, there are certain windows of time where I can be contacted and they failed to call between these times. Sometimes it would take days for me to finally get through to them. Their Freedom ADSL plans were totally unlimited with no soft caps. The overall service is atrocious and unprofessional. After being such a loyal customer, I felt that they did not care in the slightest about retaining my patronage or my satisfaction.
No frills, low cost ADSL that seems to do everything I was promised.
I had one issue with line sync speeds at the start, and it was promptly dealt with through the online helpdesk, so no complaints there either.
Cheap. Able to sign up online for ADSL AND keep my Faxstream DUET number for fax.
None that I can think of.
eftel are pretty good
I have been with eftel for over 8 years and have had no major problems with them.They provide a good service.
reliable, fast internet and cheap....very cheap
If there is a technical problem it can take up to 45 minutes to speak to some one over the phone.Which can be extremely frustrating.
Eftel is the best ISP in Australia. They promised me with a high speed internet connection and thats what I have. You will never go wrong with Eftel.
Reliable and High Speed Internet
We have been with them for a good 10 years now and have recommended them to lots of people. 5 stars for overall balance and long term stability.
Some ISPs offer the best price, or top service, or lots of data. Eftel is tops for when you want a good balance of everything i.e. reliable network, and even if they don't fix something straight away they can always be trusted to resolve your issue whether it is an accounts query or a technical problem.
We agree they had problems a short while back but lately things there have been great as usual.
I have been with EfTel since my Bigfoot account was taken over by them and til recently had an adequate service. I have never fu enjoyed the speeds that ADSL should provide, but was told that the rates were within their speicifications.
Most recently I have been without ADSL having to reply on the emergency dial-up account that I was provided with on nthfirst occasionthat the service went down. Since 11th of April I have tallied nearly 85 hours using this flity dueto their inability to resolve the issue.
They fail to meet their stated time frames, their stated accounting credits.
Ineffective corporate systems to deal with accounts issues and with Telstra (from whom they buy their services).
Yes I agree, this internet provider has nothing much to offer and the customer service is not tops. There are times you can wait about 45mins + before you get an answer. What I really dont like is when you are down on payments and you did not recieve any letters you will get your account locked. If you are locked within the weekends you are more or less stuffed for the rest of the weekend. This is because the Accounts staff do not work on the weekend and they are the only people who have access rights to unlock the accout. This cause people to ...be really angry. To me personally I dont like the idea of limited downloads and if you exceed you are required to pay excess. In other countries they never have an issue on internet bandwidth, and is all unlimited access. Hope Australia does change. nothing much just like everything
Having been with Eftel for more than 5 years, I have seen it decline from a service provider who seemed to be going somewhere, to a provider of a service that doesn't appear to have any direction or care about its customer base. Network disruptions and particularly network congestion appear to be more significant these days. The local file mirror is minimal and out of date, games servers are few and far between. There was some brief excitement about ADSL2+ (and VDSL) but that seems to have fizzled out. I would not have hesitated in recommeding ...Eftel as an ISP to people a couple of years ago - but now have no hesitation in recommending that you go elsewhere and leave Eftel well alone. I'm floundering in finding good things to say... Often responses to technical/billing inquiries are slow, and can be non existant. Overall customer service is very poor. Network disruptions & congestion are common. No "Freezones".
Frankly, I don't know how Eftel manages to continue in business.
As a "service" provider Eftel need to learn the meaning of that word and return to the level of responsive, customer focused activity the company once delivered.
For anyone considering which ISP to use, my personal opinion would be to stay as far away from Eftel as possible. Unless, of course, you want a patchy, often slow service that loses emails and is byte-for-byte much more expensive that its main competitors.
Having finally become completely fed up with Eftel's poor...performance and lack of service, I recently moved my personal and business internet accounts from them to another ISP, after having been with the various iterations of the company for around eight years. In 2006 I would have rated Eftel a four out of five, but now because of their slow, sad decline I can only give them a one. There is now little left to like about Eftel, paricularly their email service which is plagued with problems that make it painfully slow at times, and which sends many incoming emails off into some "bit bucket" somewhere, so they never get delivered. I dislike their uncompromising arrogance. They are the complete flip-side of "customer service". It's never a problem caused from their end; always from the user end. Technical support is grudgingly given and, with a couple of minor exceeptions, the people in their sales and accounting departments are staggeringly incompetent.
I was a customer of letsgo.com.au who were taken over by eftel about a year ago. The customer service received from eftel since then has been poor to say the least. In this time they have increased the price of our plan and decreased the data limit. What is worse is that they have done these things in a less than open fashion.
Eftel have communicated price rises by emails that are poorly worded and hide their meaning in cloudy language. Their billing system is less clear and it took a few months to get the automatic payment set up. Wh...en I have called to find out what is going on with my account I have been fobbed off and promised call backs which never eventuated. There are cheaper and easier companies to deal with out there so I am leaving Eftel. Few outages Poor billing service, poor communication
Currently I have the problem on ADSL 2 Line connection and asked Eftel to fix it ASAP but it's been for 2 weeks since it became impossible to use the Internet... The support desk line has always long queue like one hour, even I emailed them they ignored, and finally someone phoned me but asked me same questions again and said he can only work for business hour but I am working as full time job...
He said he can't come to fix after hours because he is not employed by Eftel at the end!
Seriously, I strongly recommend you don't use their services.
Too much delay to resolve the problems
The service they provide to customers is appauling, they make simple tasks very problematic and are not helpfull at all.
There are no pros to this company.
They are the worst company I have ever dealt with. They are difficult to contact and I was on hold for far too long and continued to not get the help I needed. I advise not to join the company. The internet is slow and its very difficult to get basic information from them. Definetly not satisfied with the service and they caused me alot of stress.
If you want access to the Internet that is reliable don't use Eftel. If you're happy with unreliable service, but want a modicum of service, don't use Eftel. There are much better options out there than Eftel. There has to be.
Mmmmm - 5 years ago they were OK
Quality of Service is through the floor. Connection constantly fails, and their ability to trouble should is second to everyone.Poor support. You have to learn how to support yourself.
WARNING: this ISP provider cares only about money and not about customers. Its service is poor, with outages lasting hours. It will not listen to its customers.
It's a broadband service of a kind.
I can confirm that Eftel deserve the reputation they have for poor service. I too was dumped into their lap when my old ISP was bought out. They have very aggressive service fee collection techniques and would not negotiate terms when I had an excess. They rip you off royally in excess fees, unlike others that just drop the service to dial-up speed. N...
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