Exetel Fibre

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.

One of the worst when it comes to troubleshooting issues. Always hiding behind Opticomm's failures. No real person to talk to if you want to address your concerns. Moving away from them and over to Starlink. I would rather speak to a proper AI model than fake ones with Exetel. Show details

Plan jumped from $70 to $90 per month. One person with one laptop and TV. Gave me the last month free, but have had multiple outages and another one due to cable theft. No NBN available, so am caught up in this disaster. Show details

Shenith Fernando was extremely helpful and coped with my inability to understand instructions well and professionally. He was very professional, knowledgeable and friendly. He helped me resolve my internet problems very well and I'd recommend Shanith any time.

I wanted to change my Exetel service to a newer faster plan. The app chatbot connected me with an agent Shyna who was excellent. She talked me through step by step how to change the plan and it was all completed in about 3 minutes. Excellent customer service.

Had to leave Exetel due to relocation to an area they don’t support. Great latency, no drop outs and great support and customer service. Would have stayed if I could.

Internet not working after 1 hour as stated by Azwin. His advice was wrong. I now don't have internet. Azwin should be more careful in understanding the situation. I'm very disappointed in the service.

After 8 long years with Exetel, I will never recommend them to anyone. Their customer service has always been terrible, but my recent experience was a complete disaster.Our internet went down, and for the first 2 days, they tried to convince me the fault was on our end, making me go through the exact same troubleshooting steps on every call.… Read more

Finally, they agreed to an investigation and promised an update in 48 hours. 48 hours later—nothing. When I called back, they just said they needed more time. I requested a technician, but they outright refused, stating they had to finish their "investigation" first.

Fed up, I cancelled my service and switched to Uniti. Within 2 hours, Uniti had a technician booked. The technician came out, changed our 10-year-old box, and told us there was an infrastructure signal issue awaiting Opticomm to fix. While I am still without internet, Uniti has updated me every single day.

To rub salt into the wound, Exetel billed me, claiming they couldn't cancel the service while an investigation was ongoing. I had to provide my cancellation SMS and threaten to go to the Ombudsman just to get them to waive the bill.

On many occasions, we even tried to upgrade our plan from 100GB to 500GB, but they claimed we couldn't because of the network. We are on Fibre to the Premise, so this shouldn’t have been an issue! They kept passing the buck, and when we called the network provider directly, we were told Exetel had to lodge the request.

Avoid the hassle and deal with a provider who actually cares. Zero stars if I could.

Lodged a fault complaint with Exetel Sunday and Arnel said we was going to lodge with Opticomm and I didn't hear today and spoke to [Name Removed] and he lodged today. Thanks [Name Removed]. Show details

I had a very good experience with Brad when upgrading my internet plan, he stayed on the phone with me for an hour while I reset my plan and payment details. A very nice and friendly person. His help was much appreciated.

Have been with Exetel for 9 years for mobile and internet. Moved to new home and needed to reconnect NBN. Liddian provided us with outstanding service and support.He explained everything clearly and easy giving us great assistance when we had difficulty connecting (our mistake). I could not recommend Exetel highly enough.

Shenith was efficient, polite, and very helpful. I contacted Exetel because of an NBN unplanned outage. Shenith was able to escalate this to nbn and give me as estimate of when the service would be restored.

Lasitha W. maintained kindness, calmness, and professionalism throughout our call and guided me on each step with checking the status of my Opticomm box. He explained the potential reason behind the fault in my network and thanks to his detailed instructions, I was able to assist him in diagnosing the issue. I very much appreciate his commitment as our call went 13 minutes beyond the call centre's business hours. Thank you Lasitha!

Ama was very pleasent to speak with and easy to understand. She assisted and resolved my issue. System changes and outages happening in the background stopped our internet. She was able to find the issue and resolve it. Thank you Ama!

I had a great experience with Shehan De Silva. He guided me through everything in a very clear, structured, and organised way, making the process easy to understand. He was also very helpful, respectful and patient throughout. Excellent customer service! Thank you Sheehan

Sewwandi was fantastic in helping me solve my problem today. Even though the connection on my end was terrible she was patient and professional, getting my internet back up and running so quickly! Deserves a raise, one of the best I have ever dealt with

Contacted the company on a Saturday, technician was booked for Monday. In agreed time technician arrived discussed option of locations, kept us informed on issues and then connected and checked service was working. Highly recommend. Value for money.

Amazing service and high quality knowledge. Helped me step by step all the way through, tried different configurations to help with my query. Cannot thank you enough.

Excellent service by Gayaru. He was very professional, patient, and helpful in solving my internet problem quickly. Even though I don’t know him personally, he seemed very talented and dedicated to his work. I truly hope he continues doing great and gets the success and promotion he deserves in the future. Wishing him the very best of luck in his career. Really appreciate his support and positive attitude!

Timothy was great, helped address the issue quickly. The automated response from the general support number was confusing — it stated there was an outage in my area that was no longer true, leading to me waiting longer than required. Once through to a technician the support was great.

I really glad to reach out to the support team and got directed to speak to someone live. Even though it has been frustrating with the situation, the staff has guided me calmly and thoroughly. I’ve overcome myself to be brave to trial as directed first, though it did not work. I thought I will be “rolled over” to the endless phone call queue for… Read more

tech support, but the staff was patiently offering another solution which worked out! I’m so grateful for this and now don’t have to wait another endless hours :)

Connection was mostly reliable across approximately 2 years of service. Occasional drop-outs (without any announced planned maintenance) late at night around 11pm or midnight but generally not lasting longer than 10-15 minutes. Never had to contact customer support except for disconnection request and Arham was very polite. 30 day disconnection notice period is the only reason for deducting a star.

My download speed after returning home after a week away had dropped to 4 Mbps and ping was over 1000ms. Switching modem on & off didn't correct problem. After a few checks and tests Exetels tech asked me to try turning off my NBN box and after rebooting speed returned to 530 Mbps. Great result. Thanks. Show details