Exetel Mobile Broadband

Terrible Customer service. No warranty on faulty modem – I have had the home mobile broadband for just over two years. Recently the modem just stopped receiving signal. It was down for nearly two weeks and they weren't able to help me at all. There were no outages and exetel could not find a problem despite many phone calls. It just randomly started up again one day. They wouldn't warranty the modem and… Read more

send me a new one despite many requests. (they also didn't have any modems in stock because they dont offer this service anymore) They continually referred me to the manufacturer for the warranty despite being the party responsible for the warranty. A week ago it just dropped out again. Funnily enough exetel no longer offers mobile home broadband and I think they are just trying to get me off the service by not offering any refund under warranty. I will be taking this to NSW Fair Trading for a refund.

Appalling Customer Service – Absolutely appalling service Exetel. I had been without data and text message for five days. I have several phone calls to the company and keep being passed from division to division. This morning alone I was on the phone to the company for over 1 hour for put on hold to another division with an additional 30 minute waiting, where I had enough… Read more

and hung up.

Shame on your company for not assisting and am still without the service fixed.

The phone bill is up to date and charging the full fee and the service not working!

Do not recommend.

HORRIBLE. DO NOT SIGN UP! – One of the worst providers ive experienced. Horrible connection that dropped out and was inconsistent almost daily. Long waits to get to technical support. Poor support once you finally get through. If you're signed up, contact the TIO and lodge a complaint - the only way I managed to get out of this scam of a company! The cheap plans are NOT worth it! Show details

Exetel 250gb – I have had this for over 6 months now and very very occasionally I need to turn it off and on (modem) to reboot and not had an issue apart from that. Was running Nefkix SD and was hardly using the full 250gb but have cut netflix only due to budgeting and instead using free tv/movie streaming. Supports my wireless security system and Spotify with no issues in connectivity. Rate it highly for a low budget option.

Improvement in the internet signal – I previously wrote a review on this topic and mentioned the dropout issue of mobile broadband. (Took up the 250G for $40/mth plan and connected the modem at my balcony for excellent coverage) I rang the technical support recently (again through the call back arrangement) to explain and seek help on the drop outs issue. It seemed to be a common… Read more

issue as he immediately said he would send me a step-by-step instruction of fixing the drop out issue by adding a DOS command through Telnet Client. (a way of remotely connecting to a pc, in my situation, the IP address of my WiFi) It has been 3 weeks since adding the command and i haven't needed to reboot my modem at all! And the speed is noticeably faster than my old TPG plan Thanks to their technical representative. With fingers crossed, I hope this has got rid of the drop outs issue once and for all!

ok speed, good customer service, reasonable price – their ADSL2 didn't work too well at my place (admittedly it's an old building and the cable is probably all busted). I've now replaced that with their mobile broadband, the speed was actually not bad and the price is good! I actually used over 30G last week and found out it's only $10/G for excess. What's better yet, they have a setting that controls overspend as well, so overall I'm quite happy. Show details

Would NOT recommend – I have mobile broadband with Exetel and it is horribly slow! We go over the data limit most months which is our fault, Exetel charge $10 per 10gb of excess data used which would be totally fine but once we go over our contracted amount of date the internet slows down to an usable speed so I’m not exactly sure why they charge extra when you can… Read more

even use it?? (This has only been a problem for the last few months, before then the data never slowed, we’ve contacted them and they tried to fix it but after 4 calls nothing was fixed). The customer service is almost nonexistent, I never get a reply but email and nothing is ever fixed over the phone. I can’t wait till we’re out of contract and can change providers!

Constant outage, issue not resolved – I've had exetels mobile broadband for 6 months. I have had numerous outtages almost daily, and so slow a lot of the time. I now work from home so unreliability is a Big issue. I have called 8 times and spent ages trying to fix issues. It's now not working at all and I'm waiting and not sure if a replacement modem is on its way as no one has called… Read more

back and confirmed as promised. I also suggested that they switch me to adsl to overcome the problems but they insisted I have to pay an early exit fee of $185!! I've given up. I'm moving suppliers. Do not use EXETEL

terrible service, reception and support – The service is terrible. I am in a suburban area of bayside Melbourne and can never connect to the wifi. Have had multiple techs try and fix this problem with no success. Tried to upgrade to nbn but was told I would incur a $185 cancellation fee for a contract that has $$240 left on it even though it is not usable. I will be taking my business elsewhere.

Interim option while waiting for 5g. Average when it works – Having explored many possibilities as an interim measure while waiting for 5g to be rolled out in my area, this was a bargain deal when I signed up. 250 gig for under $50 with a modem included on a 12 month plan. The process to sign-up was relatively easy and the delivery of the modem did not take long. However the notion that you simply insert… Read more

sim and start modem and you are online is misleading. This was a cumbersome process. However the discussion board was of immense help. Initially the modem felt like a dud. Kept dropping out. After a week or so of perseverance once it started going it was relative fine and gave speeds similar to landline ADSL broadband. However, the modem gets very very hot and needs to be turned off regularly and this is where you may get serious issues of connectivity. It misbehaves initially but eventually gets online. For the price it is a good deal when it works and for the most part it does, if you know how to tweak the settings.

Beware of massive hidden charges! – These guys are a classic, quoting low prices up front and then stinging you for backend charges. They are attempting to whack me with a penalty fee of 25% of the monthly internet service charge following a failure of their payment system. I have raised a dispute and they have cut off my service. I have paid all of my monthly service fees and have… Read more

no service. Really?

There are so many Internet service providers these days, so I recommend you choose one that looks after you like a genuinely valuable customer, rather than penalising you for their own failure.

Stay away or suffer :)

HELL ON EARTH – I worked for TELSTRA Technical support in Australia for one year, and if you thought, felt, or experienced how bad that company is run. Thurst me when I say, this is hands down, without a doubt...HELL ON EARTH. *Terribly constructed modems/routers. *They use old Optus Sim Cards with no coverage for their mobile broadband. *Mobile Broadband does… Read more

not work. I know DPN numbers, I know how to fix modems. I know everything and have tried everything. The whole system is broken. *Up to one hour wait times. *Agents have no idea about technical support. You will be told to update your router. No fix. *This is the best one yet: So your left with no internet, no way of getting through to tech support, no way of getting them to cancel even if you prove over multiple phone calls the service is not working. * And to top it off, they finally promised to cancel the service and refund the money i paid for no internet.... yeahhhhhhhh but... They instead tried to take 200 dollars from my bank account as a cancellation charge. Luckily I predicted the disaster that is Exetel and blocked them from taking any more money. *They have now issued me add on billing fees for not paying the invoice. How can anyone recommend them and how are they allowed to exist in this day and age.

Worst ever internet you could buy – Ordered the modem, relying on a good Canstar review and recommendation. It’s been nothing short of a nightmare since I got it. Easy to set up, however signal keeps dropping out. So I am left without internet for hours. I have spent in excess of 2 hours waiting to get through to their customer support team. When I did get through, Could hardly… Read more

understand the technical support person who was based in Sri Lanka and had basic English knowledge. Then I was told I would be sent another modem as they have had issues with Netcomm. And I’d be completely left without internet for the next 4 days Unreliable service. Worst customer support line ever. My only consolation is that I never signed a 12 month contract. Opted for month to month billing.

The single worst experience I have had with telecommunications.... Just let that sink in for a second – The modem sent was not setup correctly, then after the 3 hour wait to tech support, they helped input the correct info, then the service dropped out 3 hours later for the first time. A week of having this connection and i still have not had a single full day off service. 6 calls to the tech support team and now the tech support is not doing a call… Read more

back service, 89 people in front of me with estimated time of 168 minutes. There is no excuse to why this service is so poor.

How can a business like this survive?? – I activated my SIM card as per instructions. It says 15 minute to 4 hour wait time until the internet service is active. It took days and I was on the phone for hours. How can any company justify a 1 hour wait time until you can speak to anyone? Then that person transfers you to someone else and you're on hold again. I have never experienced such poor service.

Worst company I’ve ever dealt with – I cannot believe how bad Exetel was. Not only were they overcharging us & not telling us, but our internet did not work & for weeks I was unable to get a hold of anyone to fix it. I called over 14 times to try & have the problem fixed & every time I called I either waited hours on hold without a solution, requested a call back that either never… Read more

came or came hours after they advised, & once, after waiting for 2 hours on hold, I was told by a technician that I would have a solution emailed to me but nothing ever came. Clearly Exetel is utterly ill-equipped to deal with the number of customers they have. I’ve honestly never had a worse experience with a company in my life.

Write to the Prime Minister - blacklist exetel! – Just received the modem after 7 business days (just within limit advised). Waited 121 minutes to seemingly resolve something on my Friday night that they told me they forgot to advise their modem vendors to set up on default settings. Connected to laptop via ethernet to resolve by plugging in many manual settings. Was assured it would now work. I… Read more

advised that it had worked for one minute when switching off then on, and then would cut out, and I wanted to be sure it would now work with no issues before I left the call. They said without a doubt it would. It didn't. Called back and recording said a 93 minute wait. While in Perth, the recording noted a Victoria-wide outage which might explain the delay but equally not reassuring. Will try ring after midnight now to see if queue shorter as overseas call centre so they will likely work 24/7. I also thought Netcomm was US but made in China and raises security concerns for me. Also the speed, despite being assured would be 7-12 MBps in my main telco area, dropped from 13-30 MBps when speed tested four times for the one minute intervals it worked, to 5 Mbps once they asked me to tinker manually with the settings. Appreciate they cap the speed, but 5Mbps when assured 7-12 Mbps dissapointing. Booo

Update: tried to call back later that night but advised technical fault team hours finished. I called the next morning at 7:37 am and message said that both NSW and Victoria network down - this time advised that a 48 minute wait and at least gave option to hold my place in queue and could call back. I did this and got call back at 9:24am, suggesting if you wait on line they actually hold your place. The same thing again. Did the manual settings, tested worked fine until they got off the line. It doesnt work again! I held off on lodging this in product review opting for the seven day hold to allow Exetel fair opportunity to resolve. Not now, Exetel - I request a fair compensation for 5 hours of my time, stress, 121 minute phone call on my wife's phone using monthly call credit (possibly exceeding), and no service, or will lodge formal complaint with telecommunications ombudsman.

"pending" forever – Sim delivered on time. Been waiting for over 2 weeks for sim to activate but is still "pending". They never reply to emails. Calls take over an hour to reach them but they just transfer you to another department that does not help whatsoever.

Wasted my time – Wanted to give my money to a good Australian company with intelligent service but instead Exetel wasted my time and the response given was useless and frustrating. Good thing we have choices.

Waste of money – Internet is very slow, sometimes to the point where gifs won’t load for 4-5 minutes. And two people using the internet at the time is too much. Have to restart the router very often because the internet is out. Have contacted the company numerous times. They told me that the internet speed was normal (download 5 & upload 1 mbps) and other problems… Read more

I’ve had they told me they fixed it but nothing ever changes. Costumer service is decent, have had a few more rude people. Overall do not recommend and is a waste of money.

Poor customer service and even the product – I had to wait for nearly a month to get the new sim card and for the phone to be up and running. Phone message always take a day to receive (omg). Then I called Exetel to let them know the issue, people at Exetel has got the worst customer service in the world. What they did was passing me around to get someone to answer my complaint. Up to the… Read more

point I have had enough and decided to end the contract with them. Then they started charging me all the hidden cost to exit. These people are not reliable and I highly recommend NOT to get any products and services from them. Avoid at all cost.

Never Mind this Brand – OMG! , no way 28 days 285 GB Mobile Data for two people lol .. this guys are not straightforward at all . Cheap but scam . I am sure this guys wont last long in the market  Show details

No connection for over a month but they still want to charge me! – Avoid this company like the plague unless you want to throw your money away. So I can only get Mobile Broadband here. They sent the modem and sim card which wouldn't connect. They said there might be an outage so I waited a month for it to be over. After that time they told me I should try the sim in a different device (which I don't have). I… Read more

informed them I don't have a different device so they told me to try it in a friend or neighbours. A bit hard considering I've just moved here. When I finally did, they informed me they couldn't help me and I would still have to pay for the modem (which doesn't work).

The staff were unfriendly and unhelpful and were just concerned about keeping the money I had paid for a service that didn't work.

So very frustrating, I feel so ripped off!

July 2nd 2018 Update: 10 weeks without internet- thanks Exetel!

I'm not usually the sort of person to leave scathing reviews but after everything I've been through with this company I feel that if I can warn even one person about them I will have done a good deed.

I can only get home wireless broadband in my new place so I decided to go with Exetel as they are cheap and have the most data. Big mistake. It's finally been connected but it took them 10 weeks! It's not the 90's, life without the internet is difficult!

I received the modem and it wasn't connecting. I called and they informed me that there was an Optus outage in the area. So I waited 2 weeks for that only to find that it still wasn't working. They asked me to put the sim in a neighbours phone and see if it was working- the only option they gave me and I was informed that if I didn't, they couldn't proceed. As it's a new place, I introduced myself to the neighbours asking to borrow their phone to take apart and put my sim in. So embarrassing! It wasn't working so they sent me a new sim card and it still wasn't working. Oh, and they charged me $20 for that sim.

Next. they asked me to take the modem to a technician and pay for it to be fixed! They gave me a faulty modem and expected me to pay to fix it! I refused and said that I want to cancel and for all my money to be returned. They let me know that I would still have to pay $186 for the modem. Wow. Anyway, after countless hours on the phone with them, I was finally able to send them the modem so they could see what was going on. I waited for another 3 weeks for them to return the modem with no communication from them to let me know what was going on. Finally though, I did get the modem back and they've fixed it.

This whole process has taken 10 WEEKS!!! And the cherry on the cake- they have been charging me the whole time for a service I wasn't even receiving. And they have always overcharged. $69.99 per month? Nope, $71.85 and $71.24.Why the change in price when I wasn't even using it? $185 for the modem? Charged $186. Its not the money that is the problem, it's that they're taking advantage, not telling the truth and not caring at all.

They've offered me no compensation except for an apology "for the inconvenience".

Avoid this company like the plague, I wish I had just paid the extra $30 and gone with Optus.

Lies and Misinformation – Saw an advertisement today on Finder.com for EXETEL Broadband it was for 250GB of 4G Data on the OPTUS 4G Network for $69.99 a month on a one month contract. When I rang Exetel to order a SIM I was told that I had to buy a Modem for an extra $255.00 and that I could not use my own modem. On further enquirers I found the reason for the lies and… Read more

misinformation in the add is that this is a con in that their supposed 4G Broadband is deliberately CRIPPLED to a max 12Mbs. This is far below the expectations of a 4G service that should deliver up to 100Mbs. On one to two Bars I am currently getting up to 70odd Mbs on the Optus 4G network. I was looking for a cheaper deal not a con! Exetel refuse to offer the service without their CRIPPLED MODEM so really it may use the 4G network but is in no way a 4G Broadband service. Remember Up to is the MAX and this offer is plainly a con. You have been warned. Always read the fine print and ask the hard questions. Exetel is not the only company selling these lies!

Exit them – The company was very good and had some of the best contracts around. Unfortunatle they have gone to overseas customer service centres who insist on the customer being the problem. They have such stupid rules such as 28 days notice to terminate a service even if not under contract. They recently cancelled all the cheaper services available and switched us over to more expensive ones. We left but not before they tried to penalise us for doing so.  Show details

Horrible Website to use, Tried to cancel online through their website but it fails to work – I was Mobile Broadband month by month, as i had enough of their broadband. They said just log into your online account and cancel it there. I thought i was done with it once i set it to cancel the month after. Lo and behold they still charged me for the month after. I checked the account and found out their "confirm to cancel" button is faulty… Read more

even though i repeatedly pressed it and does not register into their system. When I called them about it, they blamed me for not pressing the confirmation button??!?

I complained to their Complaints@exetel.com.au email and they refused to acknowledge it's their system error and faulty software coding and kept repeating that they don't see it in their records even though I showed them photo evidence of their faulty recording software and website. In the end they refused to answer my last email today about the photo evidence. Now I have been charged another month because of their stupidity and their faulty website.

Avoid their stupid website. Call them always. Talk to a person. Deal with a human because they don't have clue what their system is doing.

3Days to have some card activated – Got new SIM card. Rang them was told have to wait for Optus to Port my number to them. 24hrs later loose my internet from Optus. Then another 24hrs later with no phone (thanks) finally it's got signal but no internet, ring again then they connect 4G. I think after that porting your old number is a pain in the head just go with new number so you won't lose your internet or phone lucky I had a work phone to ring them but so far so good.  Show details

Bad! Really really bad mobile service!! TOTAL RIP-OFF – Not satisfied at all, it's charging $1.10 per minute and each outgoing call (even if disconnected) counts. I would really want to post a picture of them charging me $86 one month. Done with them after 2 months and now they are not porting my old number to Kogan. I was really anxious of trying to get all things sorted by Friday, so on Thursday, I… Read more

emailed them that I wasn't able to log on to myExetel so that I could check the invoice. In the second email asking them what is my myExetel account details. They had not reply me on Friday (let's not talk about the weekends) On Monday they finally sent me the msg contained my account and a temporary password which means they already deleted my account.

$20 more expensive in cairns – looking for nbn in cairns exetel advertises $39 plan but when cairns address is entered jumps up $20 what a crock of $@!& doesn't cost more for signal to reach here just ripping people off would not recommend to anyone dodo is the same and probably all providers  Show details