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!
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?)
Questions & Answers
WHY AM I PAYING FOE EFTEL SERVICES
Perhaps like me you want to keep a twenty year old email address (from the bluep days). With rude and unhelpful customer service, consistent service problems, I can’t think of any good reason to buy anything from them.
why am i paying for eftel service
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