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
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.
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 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".
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