4,632 reviews
AI reviews summary
Exetel Broadband customers report a high level of satisfaction with technical support and the value provided by newer high-speed plans. While the transition to AI-driven chat and specific plan limitations has caused friction for some, the performance of human support staff in resolving complex connection issues is a standout feature. Recurring themes include competitive pricing on the "Exetel One" plan and efficient relocation services.
Pros
Cons
Verdict
Exetel is a strong choice for tech-savvy users seeking high-speed NBN at competitive prices, backed by a highly capable technical support team. However, potential customers should be mindful of the 30-day cancellation notice and the fact that the most affordable plans may limit access to over-the-phone support.
Amazing Custer service! Duo to wrong setting and old firmware my wifi router could only gaving me 50m download per sec, after chat with the tech team member, I could reach to 500m per sec!!!! Very patient and professional service ! Show details
Extremely helpful and couldn’t provide more assistance if he tried, was see-sawing about changing provider, but he gave me good information and was very helpful! Show details
Anjala was very helpful with my transfer of service from Exetel to Superloop. My old plan with Exetel becomes too expensive so I rang up to cancel my Exetel service. Anjala offers to transfer to Superloop which save me $30 for next 6 months. Hopefully the Superloop NBN is a smooth transition. Show details
Reviews with attachments
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
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
If able to contact with the finance team directly that will be great
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
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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
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
Latest follow-ups
Sadly, I am unable to migrate from our legacy HFC plan due to Exetel discontinuing support for VOIP services last year. Despite this disappointment, I have to say that Exetel / Superloop have the BEST AI Chatbot I have ever experienced, providing… Read more
prompt, accurate and concise answers to quite detailed technical questions together with a perfect, concise summary at the end of the 'conversation'.
The burning question is: Do I want the hassle of rolling-over the bundle of services (NBN, 2 x VOIP, mobiles) to Superloop (Exetel's parent), who DO appear to support both unlimited & PAYG VOIP? Hmmm...
Follow-up · To answer some questions: 'HFC' (Hybrid Fibre-Cable) is a broadband technology delivered though the former Foxtel cable network now owned by NBN. IF/When properly configured, maintained and upgraded, it is a fast, reliable system. In my specific case, I'm unable to migrate from our current 50/20 plan to one of the new 500 MB/s plans because I… Read more
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
Follow-up · I purchased a new modem recently and our download speed is consistently 546 Mbps! Standing close to the modem, my Speed test results are over 520 Mbps over WiFi! Nbn have been upgrading our HFC infrastructure recently, so we've had some outages, but Exetel have given advanced and ongoing notification. When asked recently why we needed such high… Read more
A bit hard to understand but we sorted it and I think I know what to expect. Show details
Follow-up · I expected to get high speed as advertised, it falls short but still adequate at half the advertised speed. Perhaps it has something to do with my appliances.
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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
I cancelled my service because unreliable service and exorbitant pricing. the ai bot told me a technician would be in contact but never actually booked one in so I was hanging for a week without service. All that with the kicker of 30 day cancellation notice period? Disgusting company. All the employees I interacted with were lovely and helped me… Read more
out to the best of their ability this is wholly the business practices and no onus on the individuals. but at the end of the day. If you move into a place that uses opticomm. Just move somewhere else or use 5G. It makes the ISP leechers just hungrier and the service worse.
Shehan took me through the steps of cancelling my existing provider and starting the new service with Exetel. He explained the options and process very clearly, which gave me confidence in the process. Show details
Milan from Exetel was extremely helpful, patient and knowledgeable in regard to switching my NBN plan to the One NBN 500/50. He made a relatively complex process easy for me. Thank you Milan Also, I'm very pleased that the new plan is cheaper than the old plan Show details
Simply the BEST service available. No complicated plans with limited time discounts. Just simple and good value plans. And Exetel do it without fuss or problem. They also give you access to hibernate your service while you are away and to boost your speed if need be. Getting connected is very easy and they do all the work in the background. As I said, simply the BEST. Show details
It was good to be assisted by Tharu and then Shyna despite the extended wait of about 20 minutes to get help. My problem relating to billing and products was resolved promptly. Show details
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