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.
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
I'm leaving this review due to ongoing issues with the billing process. Despite paying late fees when required, the billing team continues to apply additional late fees, which is both frustrating and unacceptable. To rectify this issue I am required to call them. This has happened multiple times and makes me question whether the system is faulty… Read more
or if it's being used to unfairly overcharge customers. It gives the impression that either the accounts department lacks proper oversight or this is a deliberate practice.
I've enabled direct debit solely to avoid the recurring $10 late fee, not because I feel safe with them having access to my account. The whole process feels more punitive than supportive, and certainly not customer-centric.
What concerns me most is how this might affect more vulnerable customers. I genuinely feel sorry for those customers who may not notice these ongoing charges and could fall victim to what feels like a predatory billing system. I have made numerous reports in the past and reported this kind of issues related to billing to the relevant department and even to the higher ups but clearly the issue still persists. I hope the company takes immediate steps to improve transparency, accountability, and fairness in their billing practices.
Latest follow-ups
Ongoing issues with new TP-Link modem, phone no longer working. Sonal spent considerable time checking and rechecking settings to ensure fault cause was isolated to cobdirm fault lay with new modem and not service provider or NBN line. Very professional and knowledgable.
Follow-up · System failed again soon after last review. Fix was short, sweet and obviously, unsustainable... Still having ongoing internet connection issues and still awaiting promised support to get landline up and running.
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
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
Find out how Exetel Fibre compares to other Internet Service Providers
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Negative reviews
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.
Always having difficulty just dont buy this service anymore you'll get greeted by [Content Removed] that have no idea why you have poo connections even [Content Removed] they have cheap service in [Content Removed] like 89 percent off of Australia Show details
Recent reviews
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
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
Find out how Exetel Fibre compares to other Internet Service Providers
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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
Have been struggling to set up a new router. Been on it for hours with the ai. Needed personal touch 5 minutes later done and dusted. All working..we need people intervention Mr ai was polite but did not have the answer.
It's very frustrating losing any internet in general and not be tech savvy can be a nightmare I was given very patient and professional help and assistance from minhaj mohideen residential & business support thanks very helpful services
Installer was very polite, Mohamed was happy to discuss positions of interior fittings with me and I am happy with his work. He worked very hard and I was happy to have him in my house. The nbn new connection has not been tested yet. Show details
Outstanding customer service from Aagash. He patiently and precisely worked through my network issues getting me up and running. This is especially impressive given it was a 3rd party router issue not an internet service issue. Thank you very much! Show details
After spending 2 days with the AI it was such a relief to finally get someone that could make everything work. Luwanga was so calm and helpful. I was so frustrated and it has been such a relief to get my internet back Show details
My query was sorted very fast, I didn’t have to keep explaining our issue, it was all on record and the agent knew exactly what was going on with our case and how to help! Very efficient, thank you!
Sashane was able to help me identify and rectify the fault with my requested speed boost on 23/12/25. They were also polite, professional and friendly over the phone. Thanks again Sashane.
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Hi Chatha, Thank you for sharing your detailed feedback,… Read more (+1 reply)