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
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.
Reviews with attachments
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
Issue with the speed Paulo has helped me out to get speed above 50 mbps Show details · 1
Was only on the phone for 4 mins… no long hold music… and in under 4 minutes I was able to arrange my connection to move house. I’m floored at how efficient that was. Show details · 1
Nafeez got straight to the issue and clearly described steps to follow. My 500mb service was only performing at <80mb. A few minutes later they had me fixed up and my next speed test recorded 544! Show details · 1
Warren is being helpful and patient with the internet problems and new router setup and stayed with me throughout and we tried different methods to finally solve the issues. Thank you Warren 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 was unbelievably lucky today to have Ian solve my issue so capably. Ian has both got fantastic customer service due to his patience with 9my lack of IT capability as well as his extensive knowledge which he used to solve my problem. Thannks so much Ian!!! Show details · 1
Follow-up · Yes this review has been since my original review. I only have fibre to the node and this issue was in relaion to my VOIP phone. Again the technicians did a fantastic job resolving the issue. I cannt fault them.
Positive reviews
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.
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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!
Negative reviews
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
Hi Ravi, We apologise for any trouble caused. Please DM… Read more
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
When I first enquired about Exetel, i was informed it takes 15 minutes to get connected. Now that I signed up I have to wait 24 to 48 hours tobget connected. I was ill adviced and now sitting with a problem. Especially since I am working from home.
Recent reviews
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
Had a call with Exetel to cancel my fibre connection as I'm moving to a new place without fibre but Pansilu was very helpful and explained how Exetel/Superloop can help connect to the new place without much downtime. Great customer service. Show details
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Thank you Sonal for your technical support and assistance in getting my internet back on line. The phone connection was not the greatest but you persevered with assisting me - you even called me back when the line dropped out. Pls tell your boss your the best :)
Had a infrastructure issue with the opticomm side of my internet issues, the team at Exetel went above and beyond to get opticomm to come out early than usual in order to try and fix the issue, Show details
Sanjeeban in the Residential & Business Support team was patient, flexible, considerate, and kept the technical talk at my level to troubleshoot an abysmal speed issue over the phone. I'm now back up to speed thanks to his excellent service for a solid hour on the line. Thank you! Show details
Contacted customer support to downgrade my Internet plan. Hiru assisted me with this on the chat. Hiru was very professional and apt with the request. Hiru did the changes very quickly without any hassle. Thanks for your prompt assistance Show details
The phone support person was excellent. He worked thoroughly and courteously through complicated problems. Unfortunately, there were system issues within that remain unresolved. Show details
I have been an Exetel customer since 2016 and very rarely have I had any occasion to have to contact them for anything. The NBN service I have operates pretty much flawlessly all the time and I have nothing to complain about so all I can say is that if you’re not happy with your current internet service provider, TRY EXETEL. They provide value for… Read more
money NBN plans , cutting edge services and the technical support staff are very much professional and WILL NOT STOP until they resolve your issue if ever you have one. Love the EXETEL APP too! All of my plan and service details, bills and usage is in one place and EXRAY is a excellent service scanner that will give you a thorough check of your nbn connection. Thanks to Exetel for operating with integrity and transparency and for being affordable for everyone.
Very patient, knowledgable and clear instructions, resolved my problem very quickly and walked me through the steps of what was needed to be done and waited to make sure I was happy. Thank you! Show details
Internet now working a bit faster still buffers occasionaly when first swapped from 25mbs to 100mbs. Currently speedtest differs from laptop 50mbs to mobile on wifi 6mbs download 30 mbs upload. So hopeing this will change the longer we are connected. Appreciated the advice from Seth he got it up and running. Show details
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Hi Vinod, We apologise for your experience. Please DM us… Read more