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There are often outages!
I was charged more then I thought the deal was. They do not offer refunds. Dealing with customer service is a nightmare. Very rude. Will never deal with them again.
Wish I could give 0 stars
We live in an Opticom estate. There was an Opticom outage yesterday that was resolved at 16:30 however 20 hours later and 2 phone calls to exetel I still do not have internet, nor do some other exetel customers in my estate. All other providers restored their service yesterday afternoon. I called last night and was subjected too half an hour of running from room to room turning on and off technology, only to be told it was still an opticom outage even thought it certainly was not. Same thing again this morning but this time it was nearly 50min ...only to be told a job will be logged with no eta. Absolutely terrible service, wasted nearly an hour and a half for nothing when I had told them up front it was not isolated to me. Will be changing providers as soon as possible and would recommend others also avoid.
Loyal customer leaving for good.....too slow
I have been with Exetel for over ten years. I lived through awful ADSL1 speeds (ADSL2 and cable was not available for my address). Finally NBN arrived. I signed up for the 50mbps plan. I struggle to get speeds over 20mbps. I know my HFC can go faster as I did a trial on the 100mbps and achieved 90mbps. Now I still get spinning wheels on Netflix and Disney and experience disconnects when playing games online. Not putting up with Exetel any more, moving on.
- NBN 50/20 (Standard Plus)
Good value but not the best setup experience
This has to be the worst experience I've ever had swapping ISPs. I requested to have my service activated on the 31st of May and it has yet to be activated until today (2nd of June). And yet, it still does not work...
I initially rang them on the 31st of May to check if the plan is being activated as my previous provider have already disconnected the service on the day as requested. I was told it should take a few hours and at the latest 24 hours.
I was patient enough to wait until the next day using only 4g. However, upon ringing them again ...on the second day, they said it would take 24 to 48 hours. I rang them several more times to see if any actions were taken, however, I keep getting the same response. Today, after 2 full frustrating days of no internet, I had to ring them again, making it roughly 8 phone calls in 3 days. They proceeded to tell me that they can finally activate it now and that it should be ready within a few minutes, which it did. However, the saga continues as despite being activated, there are still no internet connection. Long story short, after contacting the Dlink (as requested by Exetel) to make sure that the modem is functional, I had to ring Exetel again to let them know that the modem is not the issue.
They claim to have Australian customer service but it’s clearly second language/overseas phone services, absolutely terrible DO NOT USE THEM. One of the worst experiences, very unhelpful, awful. Would rather live in a cave than try to get my internet through them
Terrible customer service
Terrible customer service extremely rude, we have been with them for 2years. when trying to make sense of there billing periods, they don't explain things properly to you very poor communication.
I got put through to three different people telling us something different each time when trying to fix issues with our service. When we decided to cancel our service it was a nightmare to leave wanting payments even though the service had been cancelled. They are terrible and I would not recommend them at all.
Not so good download speeds.
Internet speeds are slow! Although my signal isn't best in the room I tested the speed in, it is still slow and has one of the worst download speeds if you look at the ACCC broadband performance data page, although ping isn't the worst and upload speeds do seem to be the very good compared to a lot of broadband on the ACCC page. For my speeds in the picture, the upload speed does seem to be pretty bad; however, when I'm in a room closer to the modem, or a room with good signal, upload speed is usually good.
Best option. Good customer service if negotiated
Have used Exetel in Albury for 2.5 years. Quality has been good, and better than my neighbours (on Dodo, Aussie Broadband and unknown). When cancelling I told Exetel I was not happy with 30 days notice and they waived that aspect, with minimal fuss. I would still encourage people to look at pricing etc. as there may be better deals around.
5 stars because this appears to be the best option in my area, rather than because it's amazing.
I have been with Exetel for almost 3 years. The service has been good most of the time. I have had a few problems but they have been sorted out. I’m currently looking for a better deal. I have been speaking to Exetel and apparently if I don't want to lose money I have to give 30 days notice even though my contract has ended. This makes switching providers difficult because you can’t just switch automatically which is what would usually happen. I think this is bad decision because in the future if I want to come back to Exetel I won’t because I know how difficult it is to leave.
One of the worst internet providers I've ever used
Extremely unreliable connection, even off-peak latency is awful. Connection is always falling far off from the expected connection speed. The customer service is close to non-existent, always makes you wait for a staff member, never solved with connective issues whatsoever.
Pathetic customer service
Constant drop-outs, pathetic communication, no ownership of issues. They keep blaming it on "their supplier" but they just pass on the fault and do nothing proactive. Have tried for months to sort but no resolution.
Avoid at all costs.
Not perfect. But there is no perfect NBN provider anyway.
I signed up with Exetel 2 years ago cos a friend uses them with no problems. Also, they were cheaper than TPG which I was using then. I had lots of problems when we started working from home. After a few calls and emails, they rang back and rectified the issue. I was not happy cos of the inconvenience. They did a few follow-up calls even after the problem was solved. Overall - find the right provider which offers a fair price. If they are good, stick to them.
Poor Coustmer service
Very poor Coustmer service.
Hardly anyone speaks English, when trying to speak to someone, you get the international call Center from the Philippines. When trying to get my bill fixed up, due to a over charge, it took 8 people, 3 phone calls & 53mibs in total to get it fixed up.
Terrible customer service
The signup process is incredibly slow. I already have all the necessary hardware to get connected, all i needed was the login for my router and somebody to turn on my service...they said 3 days, cancelled immediately.
Absolutely disgusting customer service
I experienced extremely poor and rude customer service. I was told by the Sales team (before signing up to Exetel NBN from Exetel ADSL) that the transition would be seemless and without downtime. When i was quoted 5 days without telephone service to my existing phone number by the technical guy (after signing up) I wasn't impressed. I asked why i was told there would be no downtime, the operator said all he could do was transfer me to the sales team and to ask them since they told me that information. After a bit of arguing to and fro, he had t...he audacity to ask me if i know how a 'large' company works and that i should speak to the sales team again (after i signed up) if that is what they said and follow up with them. After making an official complaint to the complaints team about my experience and given a case number (Case-834595). I didn't hear back... nothing,... although their turnaround is 24 hours. It took 1 day to get a quote number, but no one ever followed up with an outcome. It's now been more than 2 weeks!!! How does one complain about complaints team... this company is a joke. Once my contract is over, i'll be disconnecting. Their rates are not cheap - i can get the same prices with better speed with TPG. Get competitive with either your product or service or you'll loose more customers
Questions & Answers
No problems churned in 48 hrs. FTTP NBN awesome speeds no issue as of yet.
RE exetel NBN VOIP for landline: I'd be very grateful to know what people's experiences re reliability are , please? Can only get it if I waive my rights under the “The Customer Service Guarantee under ”Telecommunications Act (mostly re compensation for unreliability), so am wary. Thanks in advance
Get an answer from our members and Exetel Broadband representatives
|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||$79.00||$99.00||$69.00|
|Typical Evening Download Speed||40.0 Mbps||77.0 Mbps||20.0 Mbps|
|Max Download Speed||50 Mbps||100 Mbps||25 Mbps|
|Max Upload Speed||20 Mbps||40 Mbps||5 Mbps|
|Service Type||NBN||NBN||NBN||Mobile Broadband|
|Packages Available||Bundle and Standalone||Bundle and Standalone||Bundle and Standalone|
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