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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 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 desp...ite 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 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!
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 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 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 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.
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.
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 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 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. ...
Terrible.....slow Mobile Broadband and misleading website.
Signed up to the Mobile Broadband, ridiculously slow. Evening times under 1Mbps.... I mean really? My dial up 56k modem was quicker in 1996.
Website states 12Mbps, I then discovered this was false as they informed me after I signed that Optus cap the speed at 5Mbps!!
Optus are useless.
Glad I only signed for a month to month and not a long contract.
I must say the tech side of Exetel were very prompt and tried to help but they can't do much as the service is supplied by Optus.
Check out the awesome speeds I'm currently getting in the image.
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 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!
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 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 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.
Better than I have expected.
I switched to the 250GB mobile broadband plan for $40/mth from the TPG 24 month plan (100GB for $50/mth). To my delight, i don’t have to worry about peak and off peak hours anymore!! In addition, more data at a cheaper price. It suits me well because I don’t play games online and with a small household.
Don’t think I need NBN now that I have this plan.
Did a fair bit of research regarding 4G mobile broadband and am aware of the ‘dropout’ issue. To my surprise the dropout doesn’t happen as often as described in the reviews. Either once a day o...r none. It is vital to have strong 4G mobile coverage. Balcony is the best spot to ensure excellent coverage. (Glad I have power points at my balcony). The download speed is comparable to the TPG plan I had. The start up was very efficient and easy. so was the activation. Though the customer service lines are always busy (eg a massive 35 mins or 45 mins waiting time!) fortunately call back arrangement is available for customer service to return my calls which saves me from being on hold/waiting for 45mins. Hopefully I don’t have to call them for any technical support...
Questions & Answers
I just got my mobile broadband yesterday set it up and it was functioning well for the first 3hours but after that i don't have an internet connection until this morning. Is this part of the drop out? If so how do i lessen this drop outs? I read in one of the reviews here that something can be done to avoid or at least lessen it.
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