4,857 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.
Issue with NBN connection box, as usual ISP difficult and time consuming to contact. Two lengthy chat sessions then after being promised would be contacted by email or text Exetel attempted to call so spent more time on hold trying to return call then waiting for agent to retrieve my case info. NBN originally tried to blame the issue on my modem… Read more
or Ethernet cable but are now turning up to check the connection box with the good old sometime between 1:00 and 5:00 appointment. Hopefully issue will be fixed.
Very patient and was eager to find solutions. Good communicator and willing to listen. Strongest point is that the support did not speak over the customer. Happy to get this person again.
Took a little too long, but Shirantha was ohelpful. 1 thing to improve his customer service is not talk so fast and make sure customer understands what is being discussed.
Reviews with attachments
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 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
If able to contact with the finance team directly that will be great
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.
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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.
Great customer service Thank you. Great experience Excellent service Good man Good job Well done Show details · 1
Issue with the speed Paulo has helped me out to get speed above 50 mbps Show details · 1
Latest follow-ups
Needed to check what I gain and what I loose switching to different plan. As I found out my home phone and back to base alarm would no longer work. So I'll stay on same plan Agent was able to answer all my questions primptly Show details · 1
Follow-up · Stayed on same plan, because of I switch I lose home phone working on analog phone which my alarm uses for back to base alarm. What I want not happy about in Aug 3025 is Exetel stopped hosting Email service. Last year was 35.00 this year renewal is 69.99 o have now switched to a Gmail account and stopped Exemail 3rd party email company from hosting my email at that price they won't last long.
Very good service through SSB programs. The customer service is great too. Great !! Show details · 1
Follow-up · The china made router ZTE is a major issue in disconnecting frequently. So, either it’s to be reset once every month or call tech support every other month to fix it for you. However, speed wise it had declined compared to when I 1st got my connection. I don’t know if it has moved its call center to India or not, but customer service have declined… Read more
Quickly resolved my problem. Ran some tests and fixed the issue. Show details · 1
Follow-up · The original issue was resolved by phone very quickly. However, we had further issues with the NBN line itself. An NBN technician finally came out and had to lay down some new underground cable. It is operational; however, he never came back to clean up the install,
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In-depth 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.
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.
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.
Recent reviews
Constantly refers you to their app for information regarding outages but it never has the information unless you go through their AI chatbot. Mind you the AI chatbot doesn't even work half the time. Then when you finally get a hold of a real person, they say "hey I'll use this app that you can use next time to diagnose the issue. The app that… Read more
doesn’t work either mind you. Only for them to say yep you've got no internet I'll get a technician out. Like I could have told you I have no internet. And I'm supposed to be glad when they say I've managed to get you the soonest appointment availble, when its over 12 hours with no internet. Like I'm sorry so do you not have emergency technicians for sudden faults - I was working!! Mind you, I'll lose income from this and they'll still expect their monthly payments. What does my money even got to when they clearly hire very little people and rely on automation and they can't even repair things urgently
Hi Emma, We apologise for your experience. Please DM us… Read more
Vimangsa was very helpful with resolving my issue. She was able to help me reschedule an appointment quickly and concisely. I'd recommend her service in the future. Show details
Hasna was very patient and did not make me feel inadequate. She slowed her speaking down on request and patiently walked me through what i needed to do to get connection (several times)
I just wanted to pass my congratulations and absolute admiration to your customer service personnel named HIMAN! He was able to help connect my Internet, and talk me through a step step-by-step with absolute patient and compassion. Thank you so much, he deserves a pay rise! Elsa H
Chino was very patient and helpful, detected the problem and helped me get a usable connection. I still need to check why our internet speed is lower than the plan I’m paying for.
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Hi Alex, We apologise for any trouble caused. Please DM… Read more