Eftel (page 3 of 4)

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...

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...

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.

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.

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

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.

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

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.

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 ...

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!

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...

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...

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

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.

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 ...

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 ...

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...

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...

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 ...

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 ...