4,392 reviews
I’m due for an NBN visit on Friday and I had a couple of questions in the lead-up. I used the AI live chat. I was amazed at the relevant and accurate information provided. Automated chats with other companies have generally been a waste of time as they’re unable to provide anything but generalised answers that don’t answer my query. Top marks to Exetel service Show details
Arham at Exetels Residential and Business support was a real person who was courteous, kind, so patient and ever so helpful. He really knows his stuff. In this one call he has helped us to set in motion solutions to what was in the too hard basket for too long. Problem solved. Bonus is that we still continue our long term relationship with Exetel. They’ve been good to us so we’ve stayed loyal to them.
My internet stopped working and after 2 days of calling to was found to be a problem in the fibre network. After another week of calling daily it became apparent that exetel was unable or unwilling to fix problem. I found that a number of people were affected and could not get an update of what the problem was or any indication of a time frame for… Read more
getting the problem fixed. On talking to other users I found out these outages were common in the area somewhere taking up to 3 months to fix. I asked numerous times for a supervisor to contact me but these requests were denied. Eventually went to Starlink. Asked to disconnect from exetel and told someone will contact me but that hasn't happened yet also.
Reviews with attachments
Video recorded. Only reviewing my customer service provider. Thankyou. And good day Show details
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.
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
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
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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.
Great customer service Thank you. Great experience Excellent service Good man Good job Well done Show details · 1
Very happy with service (HFC connection). Was sceptical about the CG-NAT but haven't had an issue. Set-up was easy, app is user friendly, speeds are consistently 500mb/s down + and 40mb/s + up, even in peak times. 9ms ping in Ringwood Vic. Highly recommend at this stage. I just hope that as this plan becomes more popular, they continue to invest in their network to keep up with the demand so speeds stay good. Show details · 1
Issue with the speed Paulo has helped me out to get speed above 50 mbps Show details · 1
Called re not able to attain 500Mbps as per my account. Problem was resolved quickly. Waiting time in queue was not too long. I Show details · 1
BYO modem. Instructions provided by EXETEL online did not clearly address my modem and I could only get NBN 100 speeds and even with my tech smart son we could not get it working correctly. After contacting technical support, they identified the one setting in my modem that needed changing. I now get in excess of NBN 500 (549 Mbps at 8:20 pm on a Tuesday in Brisbane) Show details · 1
Latest follow-ups
Extel service is honestly one of the worst I’ve experienced. The connection drops constantly — almost every single day — making it completely unreliable. It’s frustrating trying to get anything done when the service keeps cutting out for no reason. … Read more
For what they charge, the quality is unacceptable. There’s clearly a lack of consistency and support, and it feels like customers are just left to deal with it. I wouldn’t recommend Extel to anyone looking for a stable and dependable service. Wanted to review negative but system has to negative to click. Worst service, like scamming with the client saying high speed but no way.
Follow-up · No sorry, it didn't improve and i disconnected extel.
I spoke to San to check our internet speed as Foxtel suggested our internet was not capable of having a second box. All happy as we now know where we stand. San was very polite and helpful. Show details
Follow-up · My internet was fine. Foxtel box they sent me was faulty after all the trouble we had.
Liddian was amazing spent an enormous amount of time helping us sort out our internet after a hail storm. Our modem was damaged and short circuited. He instructed my son to put one of our old modems up and running. Over 2 hours he spent helping us. Im close to 70 years old and I appreciate his help Show details
Follow-up · Currently looking for new provider so I can have new modem supplied. Mine ruined in hail storm
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In-depth reviews
TECHNICAL: Exetel itself has been mostly good - even if there were plenty of planned (out-of-hours) outages over the 7 years I've been with them. In all fairness, I suspect that most of those outages were due to NBNCo - not Exetel - and the aging HFC infrastructure in my street (and the frequent and heavy rainfall). CALL-CENTRE STAFF: The… Read more
offshore call-centre staff tend to be VERY GOOD - I've mostly had to deal with people in accounts, not technical-areas - very good actually. I engaged with two people today (the latter - Trevonne - was definitely in Sri Lanka, the first, a lady perhaps there also). *** They were very good communicators and effective in their assistance. No complaints whatsoever. ***
BILLING ISSUES: I will also say that Exetel (Superloop subsidiary) ARE VERY REASONABLE when it comes to negotiating grey-areas of contract-fees. I will definitely use them again (only closing this account because I will no longer be responsible for the property's NBN-connection).
SUMMARY: All-up, I'd recommend Exetel after a combined, nearly 10-year experience with them over 2 overlapping-accounts.
I lost internet in the middle of a WFH day while I was in a online Microsoft Teams training. I reached out to the online service team. The first service person did not listen to my words. Instead of even trying to help, he or she only cared about verification code, which I cannot receive over the email, and phone number registered is not with me. … Read more
I described everything, and during the conversation I spotted the root cause was related to bank BSB number incorrect, despite the direct debit never had problems previously since it was setup in 2019. I correct the BSB and paid immediately. That was about 1:20pm. I described all these to the service person, asked when I can have my internet back. I needed it urgently for my work. Once again, he or she only interested in verification code, not interested in solving my internet issue. I have to send my ID and personnel bills to identify myself and everything. Pretty sure I did not have to send any of these when I set up my account. The service team reviewed all my IDs, finally removed the block and reconnect me at 4pm. By the time, it is work finish time already.
I don't understand, why it has to take more than 2.5hrs to verify my ID, when I have already uploaded the payment receipt and request to re-connect me while I needed the internet urgently for work.
Hi Ben, We apologise for any inconvenience caused. Please… Read more
We were not informed about a phone outage in our area and consequently reset our home wireless network and could not resestablish our network as it requires app connectivity. The outage of the phone network also prevented a medical call with our mother and her specialist. We were not informed and so could not arrange an alternative. We contacted… Read more
tech support about the phone and Zeehara explained the outage with rectification perhaps not for more than 3 days. Without our network we could not access internet on our phone or computers with intermittent phone coverage. This is a disaster when responsible for medical support of our mother. After we explained the situation to Zeehara she stayed on the line to reset and reconfigure our original Exetel network allowing internet access and calls over wifi giving us reliable communications. We had to try several solutions before we found one that worked and Zeehara did not leave us until it was working correctly. This took significant time and effort and we couldn’t be more happy with Zeehara’s support. She was amazing.
Recent reviews
I would like to thank Akmal for the amazing support he gave me today. He really made my day! I had been speaking with residential and business support from Exetel for nearly 2–3 hours, and unfortunately my issue still wasn’t solved. The previous agent I spoke with (a woman) was unable to resolve the problem, and I was also waiting for a callback… Read more
that never came, which was very frustrating.
Then I called back and got connected to Akmal. He was very professional, patient, and helpful. He quickly understood my problem and helped get my internet working again. Because of him, I can now get back to my work without any stress.
Thank you so much, Akmal — your excellent customer service is truly appreciated!
Love the Exetel NBN 500/50 one monthly cost with no limited cut-price gimmicks. Fast internet and excellent support. I currently have internet outage which Exetel identified as NBN problem, but NBN denied (on-line). A quick chat with Exetel AI detailed the problem NBN was dealing with and an ETA. Great work Exetel! Show details
What an absolute joke of an ISP. Started experiencing dropouts and high latency on my Wi-Fi. I went through every trouble shooting advice given by Technical Support and even sometimes did the same thing again. had the issue for over 4 weeks. Bought new Wi-Fi mesh system, bought new modem etc. Finally did an isolation test direct from laptop to the… Read more
NBN port and did not experience latency so they stated it was my issue despite me continually explaining dropouts high latency at peak periods. Continually requested NBN technician and they would not agree to send one. In the end went to a new ISP and have no latency or drop out issues. Do not use Exetel poor service and terrible customer support.
If I could give 0 stars I would. Communication is horrible, hard to get in touch with a real person and when you do they offer no solutions and just repeat the same thing over and over or say they are unable to help and I have to do everything myself through the app. Extra charges are never mentioned on signing up. Started paying $80 per month,… Read more
without notice were paying $98 for the same service after a few months???? AVOID AT ALL COSTS! At least once a month we experienced outages. Now, I get a threatening email saying they will take "mercantile action" when they are trying to charge me for the month I cancelled. No thanks. We are loving Dodo, would even happily go back to vodafone before ever returning to exetel.
I was trying to renew my old phone service which i stopped using 6months ago. The only option on the website from my exetel dashboard was to create a new sim only plan which didnt work for exisiting exetel numbers. The website did not have an option for what i needed. Shihab Akbar was able to sort it out for me he was extremely patient and helpfull.
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Hi Vinod, We apologise for your experience. Please DM us… Read more