5,047 reviews
AI reviews summary
Pros
Cons
Verdict
Exetel Broadband generally maintains a positive reputation driven by competitive pricing, reliable speeds, and a helpful customer support team. While many customers appreciate the knowledgeable staff and smooth onboarding or relocation processes, experiences can vary regarding technical consistency and billing procedures. Some users encounter challenges with connection dropouts, navigating cancellation notice periods, or relying on initial automated chat support. Overall, the sentiment leans favourably toward the provider for those seeking value-oriented internet services with dedicated phone assistance when needed.
KALANA provided an in depth excellent customer support. He is true and honest and went beyond his actual role in providing answers to my internet outage and billing enquiries. He is courteous and very pleasant to his customer. Great work Kalana!
Dinukara was absolutely amazing and very patient and helpful . He was able to get my Internet up and running successfully. He was also kind , polite and professional.
I have been having problems with wifi calling at home. It has been extremely difficult to find a resolution to the problem but one Suvin was on the case we found a fix!
Reviews with attachments
Oyami was very helpful with a very pleasant demeanour and was a delight to talk to. She helped through all the processes. I’m now waiting for it to become live …or activated. Many thanks. Exetel has always been good to deal with. Big shout out to Oyami. Photo shows modem plugged in with the power light. It now has two lights awaiting the rest! Show details
I have been with Exetel for around 20 years and have had almost no issues, the only issues I have had related to my modem many years ago which was not working anymore and 2 times nbn had outages in my area (not something that they can control). The professionalism of the team has always been exceptional and the help, when needed, is spot on. Mo -… Read more
the chatbot can’t do everything but is surprisingly good and I would recommend them to anyone. Just be aware that contacting them is through chat now and if you want to talk on the phone, this doesn’t seem to be an option anymore. But honestly chat is good so it’s not an issue, as long as you have internet access on a phone instead. My 500/50 regularly performs above that, just need a router that can handle the speed so don’t expect it to work at full speed on an older 2g connection.
FAST & FURIOUS . Just connected and get over 500 speed. Use the this code to get $1 off every monthly bill. [Code Removed] Show details
Video recorded. Only reviewing my customer service provider. Thankyou. And good day Show details
I've had HTTP connected since 2014, recently my internet connection has been dropping out every few minutes. I spoke to Exetel service, they have been very helpful and have put a request in Opticomm to have the fiber modem replaced as it is 12 years old. I only issue i have had is that someone supposed to call me back with on 24 to 48 hours to… Read more
arrange for Opticomm to attend which didn't happen. I called them to have this arranged, after their technician had checked my connection remotely. I dont know why but if Opticomm supply a service, why I need to go through my service provider to arrange this.
I’ve always valued Exetel’s customer service, especially the ability to speak directly with a real agent. It would be great to have that option more readily available instead of relying mainly on AI or chat support. Brian, the agent I spoke with, was very helpful and did his best to resolve the issue, eventually arranging an NBN technician visit,… Read more
which I appreciated. Previously, I could contact customer care over the weekend when issues came up, but that option no longer seems available. Restoring weekend phone support would be very helpful. Thank you.
If able to contact with the finance team directly that will be great
Great internet provider, had some issues just recently with the internet dropping out, turns out it was my modem and the tech support staff “Top” did a amazing job helping me narrow down the issue and resolving it quick, I don’t usually leave reviews but he was very knowledgeable and very helpful and friendly, thank you. Show details
Dear Team, I would like to express my satisfaction with your internet service. The connection has been consistent and reliable, and your customer support has been helpful and responsive. Thank you for providing a quality service Show details
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Had issues with slow speed on my NBN which was identified quickly by the team member Fabian. He assured me to have the service up and running soon. With some accurate information from me about the symptoms Fabian was remotely able to liaise with NBN and trouble shoot accordingly. I was kept informed about what was happening when I was on hold. It was a quick and desired outcome addressed in a professional manner. Show details
I have been experiencing trouble with my Internet, shenith did his best to assist me in working out the problem. We reset the router and the modem, and it did prove to get a faster, download speed, but still very slow to what it should be, which will need further investigation after a few days. He was very patient and thorough. I’m not very… Read more
computer savvy, but he did his best to explain. my first download speed was 14.7mbps after resetting it was 256 mbps, although it should be around 650 to 850. Call back in a few days to see if it is any faster. Thank you for your help.
Exetel's The One Plan offers a fantastic combination of speed, reliability, and value. I’ve been using it for a while now, and I’m genuinely impressed. The connection is consistently fast, making streaming and browsing a breeze without frustrating interruptions. Plus, there's minimal downtime, which speaks to its reliability. Customer service has… Read more
been responsive and helpful when I've had questions, further enhancing the overall experience. For anyone looking for a solid internet plan, I highly recommend Exetel's The One Plan!
The images are based on what it would be like if 5 devices are connected and these tests are done on a Wi-Fi 5 adapter not the standard Wi-Fi 6
Excellent and very happy. I will continue to use exetel Show details
Had issues with speed but it turned out that my laptop was the issue. Show details
I have been with Exetel for over a decade and their service has been excellent. I have been participating in the ACCC/SamKnows broadband monitoring scheme and they always report that I am getting what I paid for (see their attached speed graphs) so I have been very happy with the speed that I got. In particular, there have been no evening speed… Read more · 1
issues.
Also, their service has been excellent. Anytime there was any issue, I was always able to get on to someone who was able to sort it out.
Because I am moving, I have to cancel my broadband and the process was simple and straightforward. I'd like to shout out Ameera from Exetel who was extremely helpful.
Latest follow-ups
Finally escaped “exit hell”. Been paying for 500 service and only been getting 100. Zero tech support other than blaming the Eero they sold me. Eero blame them! Refuse to credit me a year of paying the difference in a service I wasn’t getting - and… Read more
they knew as history of speed is available in their website account page of mine!! It’s been hell! Avoid like the plague!!!!
Follow-up · Switching was seamless and trouble free. “Exit hell” reached and asked if they could do anything and I asked for a refund of the difference in plans as I was paying for 500 and only getting 100 for over a year (around $200 difference). No response. Sold my Eero too on eBay.
I had been experiencing dropouts. Residen tial support clearly explained why it was happening and patiently walked me through the procedure to fix the problems. I'm not technically savvy but exetel made it easy for me Show reply
Follow-up · 12 months later and my exetel service has been running beautifully. I've been with Exetel for oabout 25 years and am very happy with them
Shelly was very patient and helped me transition from 50Mbs to 500Mbs fast internet plan. She walked me through the process and had me connected very… Read more · 1
quickly. I can notice the internet is considerably faster. Have found Exetel to be excellent with hardly any access downtime over several years.
Follow-up · I have been operating on the Exetel One plan for several weeks. It has been faultless during that time. The download speed has averaged 520Mbps and the upload speed 40Mbps. Setting up the router was straight forward and I didn't have to touch the NBN modem. My Deco M5 router has a max speed of 400Mbps at 2.4GHz so I plug my Mac into the back of the router to get the higher speed. My bill went down by $4/month which is good.
Follow-up · Exetel internet has been excellent with no drop outs. The router has consistently given 500 mps when devices are plugged in directly but more like 300mps on remote devices using wifi due to limitations of router. No modifications were required to the NBN modem setup. Streaming is fast and uninterupted. Handles at least 8 devices we have connected.
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Positive reviews
Liddian was exceptionally patient, he also was very good at communicating what he was doing to help. Didn’t mess around and was doing everything he could to help me out and give clear instructions. At the end of the day it was just that my payment didnt go through to activate the service. But liddian was nice to talk to while we tried other troubleshooting steps haha Show details
Shenith from Exetel was really helpful, calm, patient and competent. He resolved my issues in minutes whereas the first tech support ghosted me after internet connection failed. Extremely happy with Shenith's professionalism and proficiency. Show details
I’d like to provide some positive feedback for Vimangsa, who assisted me over the phone today. I initially called because I had been speaking with an Exetel customer service representative through the online chat and unfortunately wasn’t able to get my issue resolved or a clear explanation of what was happening. Vimangsa was extremely helpful.… Read more
She took the time to listen to the issue, quickly identified the cause, clearly explained what was happening, and was able to resolve it for me straight away.
I really appreciated how efficient, knowledgeable and helpful she was, especially after I had been struggling to get the issue resolved through the online support chat. She made the whole process much easier and turned a frustrating experience into a very positive one.
Please pass on my thanks and positive feedback to Vimangsa for her excellent customer service.
Negative reviews
Terrible experience. Exetel emailed saying a cancellation request had been made and instructed me to contact them within 24 hours if I hadn’t requested it. I replied within 40 minutes. Despite this, they cancelled my service the next day. They acknowledged receiving my email but refused to reconnect the service. I asked to lodge a complaint and have heard nothing since. To top it off, they then sent me a final invoice.
This company is terrible. We spent two hours this morning trying to sign up and have now given up! First they try and bill you $300 plus gst for the 'new development' charge when its quite clear on the nbn website that its $300 including gst. On a chat with one of their agents, they sent a link showing $300 including gst, but when you try and sign… Read more
up, it comes up again! $300 plus gst! I don't think this company knows which way is up. One thing for sure they haven't done proper testing on their website. When we got to the end of the signup process, it repeatedly stopped with an unexpected error, but of course there's no information to tell you what the error is! We're going elsewhere. If this is the standard of service, good luck if you have anything technical to resolve.
Since joining Exetel I have had nothing but bad experiences with them. They wouldn't change the date my bill was due so it would be easier for if it was due a day after I was paid. Their portal doesn't give you to pay your bill before the due date and I had to set up my bank to pay my bill when I would prefer to pay by another process. Whenever I… Read more
have called they never seemed to be able to offer any assistance I required and I had problems ringing them as I couldn't hear them it was always a bad connection. They are not good value for money. I choose to use different provider for my internet now.
Recent reviews
I was an Extel customer for the past 2 years and since there was a price increase I decided to swap my provider and for that I have given a call yesterday to give my 1 month notice. But at the time they offered this one plan for me which found like a better service for me as I was about to pay less than $15/ month compared to my proposed plan with… Read more
all the same benefits. They have cancelled my plan and switched to this new plan. This happened somewhere between 11am -12 N. But there was a bit of issue with going on my initial payment. By this time my internet service was cut off. They haven’t provided me any warning regarding the time period for new service activation when I decided to change plans. I live in an area there is no 5G data service. Since 12N yesterday I was calling the Exetel multiple times, to solve the issue. I have corrected my billing issue and they mentioned that activation might take about 4-6 hours. This update was given by 6 pm yesterday. We completely relay on internet. My wife has got an assessment due for her uni in 1 day, my kid has got online Tution, I have got studies to do and work to complete. I could nt make a proper call as we completely relay on wifi call. Without internet everything was postponed or ruined for the day. By later evening they informed that it will take 24-48 hours to sort the issue. By that time we were even unable to get to call their customer service. Apparently only chatting option is avilable. Now I am posting this it past 24 hours, still no internet, no calling option to contact the customer support. So frustrated . If they adviced me about having such a delay in changing the service I would have never went through this nightmare. My work is on hold, I couldn’t do anything in my house as everything is almost connected to wifi. Such a terrible customer service and they won’t care about our issues. Truely disappointed in them. Still we don’t have any idea when the internet will be back.
Hi Alex, We apologise for any trouble caused. Please DM… Read more
The deal is good but the best thing about exetel is the quality of their Sri Lankan call centre. I called exetel after a morning of calling insurers, banks and the like. The service from most call centres, including local Australian ones can be hit and miss at the best of times. I have been with exetel since 2018 primarily due to the quality of… Read more
their customer service. Every single exetel operator I've spoken to have been well above average compared to all the others I've had to call at various companies.
I spoke to a young gentleman named Pansilu today and I could not rate him higher.
The level of expertise and confidence with which he managed the call was exceptional. I was particularly impressed by the logical way in which the products and their features were presented and the cost vs benifits analysis done to arrive at the best and most logical option for me.
Pansilu gave me the impression that he really got where the company was going from a marketing perspective. He explained the way the product offering spread between the parent company to exetel, what market segments the product I was looking at was put together to serve and why it was right for me.
Also, I usually hate it when companies go onto a chat-only support model. However with the explanation I got around the "why", I surprised myself saying "I get it".
Pansilu is an absolute asset to your company.
The call I had could be used for staff training.
Needless to say, I'm still with exetel and will be until and if they change their CS team from Sri Lanka to something less.
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Hi Andrew, We’re sorry to hear about this. DM us your… Read more (+1 reply)