Customer Service not Good Enough.
Took me 2 days to successfully port my number from Exetel to another provider with my new provider trying at least 4 times. This is something that should have taken 1 to 4 hours. Each time my new provider tried to port my number there was a problem with Exetel. First my birthdate didn’t match. Tried my husband’s birthdate. Third try the account number was apparently incorrect. Trouble was I could no longer log into my account to check the account number as they no longer allowed me access. More phone calls and emails. Fourth try finally sorted ...I thought and waited till my service went off so I could put my new providers sim into my phone. Hours later I had phone service activated only but no internet. After waiting an hour just in case and more calls finally I was promised it would be up and running before long which it finally was. The problem was I wasted two days on waiting on a simple porting of my number due to poor customer service at Exetel. Not good enough.
For this side of the market. Pretty good value.
For this side of the market, your getting good value for money (in Tasmania, I often outperform Telstra when comparing speed and coverage) and speeds are usually 25 - 80mbp/s even out in the country.
There is a few things to note, some handy features like activating a conference call, placing someone on hold or setting up voice mail is a chore (with no instructions provided, must go to a forum) and difficulty setting these up probably would scare many inexperienced phone users off.
With Optus, coverage isn't an issue, but phone call quality ...is a little poor sometimes between companies (e.g. Exetel and Telstra). Sometimes you may have to hang up and recall, with the difference being quite substantial. All in all, for the low price the phone calls are offered for, the quality of the services is quite reasonable. If you're not technologically capable/comfortable of activating voicemail and call waiting, maybe try customer service (I've never had to deal with them so can't comment) or seek another provider.
Don't use Exetel, zero customer service
I was using Exetel for some time, however when we moved our home, Exetel (or Optus) network coverage in that street was so poor that our mobile phones basically had no signal at all.
Tried to contact Exetel, no reply at all. I used 2 or 3 weeks to work with Optus and had them acknowledged the signal coverage problem in that area, however Optus won't be able to fix the 4G signal tower issue within 3 months. After 3 weeks or so, Exetel finally came back to me saying "There is no signal problem in your area at all, check your own mobile device"
...So I had to switch to a different network because I need my phone for working from home, so I signed another carrier and ported out. Then Exetel came to me (same day , this time) saying they need to charge another 28 days of usage even though I opted out already because there is a 28-day noticing period for service termination although they advertised themselves as "no lock in contract " which is obviously a joke.
Charging me for a service that doesn't exist
I ported my number over to another provider but still got charged for the following month. I called and said what was going on and replied saying they can't do anything about it. How can you charge for a service that doesn't exist or is in use?
I have never had a problem with any other provider but this company takes it to a new low.
Avoid this company as the aftercare service is near 0 existence and useful as they only care about taking your money.
I bought their wirless mobile plan thinking it would be fast and easy to set up. How wrong I was. 6 weeks in and I am still trying to speak to someone helpful. My issues are:
- when it connects, it is very slow (running 1x device only and Netflix auto's to low quality
- a lot of the time I get no signal
- tech support are useless with no urgency and poor English/communication skills
- general support is also not helpful
Porting out made artificially difficult, as admitted by customer service
Wanted to give another mobile provider a try so submitted a porting request at the new provider with my Exetel account details.
New provider came back and said Exetel had rejected porting as the details didn't match what Exetel had.
Contacted Exetel and was told their "customer ID" wasn't really the account number, and the account number was some number even the existence of which I was never told about.
Frustrated by the waste of time, I asked customer service a rhetorical question if they made the porting process artificially difficult, t...o which they answered yes. Nevertheless, customer service generally answer phone quick enough, though their staff members don't seem to talk to each other, which means if you got transferred during your call likely you'll need to repeat your story.
Scamers and Theives AVOID at all costs
Joined Exetel as service appeared economical and value for money.
Customer service is ABYSMAL you will wait 20 mins on hold for basic assistance.
Ported a number to another provider Exetel continued to bill me foe a number that was no longer theirs for 3 months. Still waiting on a refund.
My time is worth less than my money so...
Disclaimer: I do not use my phone often so the cons may be a lot worse.
* The price is cheap!
* Customer service IS actually helpful (when you connect to someone).
* Customer service waiting time however, is ATROCIOUS.
Phone call: 30 minutes to 1 hour waiting time.
Email: 1 and a half MONTHS waiting time....
2 kids mobile - working great so far
No issues at all. They're slow to respond to emails, and to update the Exetel app (which could use some alias naming benefits, as opposed to phone numbers), but overall the actual phone service works fine. Had no issues. You can also set spend control so that if the kids hit the 2Gb, the data turns off and you don't pay any more
Dodgy business model
I changed SIM providers on about the 19th June.
I noticed I was still signed up to them at the start of July and called them up to make sure my plan gets cancelled.
Exetel claims that their T+Cs say I needed to give them 20days notice to cancel my plan.
So even though their SIM would no longer have worked from the 19th onwards, it turns out I would have had to tell them about this back in May!
I am now getting charged for the whole of July! 1.5 months after their SIM would no longer work.
Whatever money I saved from going with them I would have lost from having to pay for an extra month for absolutely nothing.
Switched from Optus mobile after reading positive WhistleOut review....was a big mistake. This company just can't deliver and reasonable service. If you make the effort to try to sort their mistakes out it must be done by phone and is like pulling teeth...and when you finally get to talk to the remote call center their promises never delivered. Billing is an absolute mess, emails never answered. Stay away!
Porting away from EXETEL is not easy
Trying to port my number FROM Exetel to new provider. Twice now Exetel rejected the portingl. Seems I have to get a porting code to use for the new provider. Just rang Exetel to get code ?!?! 81 custs in front of me. 78 minutes approx wait time. Arranged for them to save my place and call me back..... I have done that twice before with NO CALL BACK. I cannot deal with a company that has no cust service. This is like Hotel California - you can check out any time you want but you can ever leave!
Exetel's unsurpassed incompetence
I ported my number to Exetel and left after a month or so. They never had messaging work, never responded to tickets. Now porting back has been going 3+ weeks
Worth the effort
What should have been a simple switch from Optus to Exetel proved to be quite the opposite. To be fair, this could have been the fault of Optus. Apparently, porting a number from one network to the same network is difficult because it is done manually. I've been told it's quicker to change networks and back again, because this process is done automatically. Exetel got there in the end and the deal is so much better than Optus, I think it was worth the effort.
Shocking waiting times!!!
Received two sim cards. Attempted to activate one via the website as per the instructions that arrived with the sim card. It said it should normally take 30 mins. Nothing happened, just got SOS only. Couldn't see the second sim card on my online account so decided to call for assistance.
I was told that I was caller number 21 in the queue and that there would an approximate wait of 24 mins. It took closer to 40 mins. The tech support guy told me that the other sim was set up against a different account, even though I called to ask for bo...th to be put on the same account!!! He said no worries, I'll activate it. It took 15mins. Back to the first sim card. Still not activated the following morning, despite following the instructions to turn the phone off and then back on. Called again, again ridiculously long wait times. Estimate was one minute with 11 callers. Their software needs a serious overhaul!!! Finally got through and was told to wait while the tech guy looks into it. He finally comes back to me and says "I just sent you a ticket via text, is that correct?". That was correct. "Okay I'll transfer you through to the connections team". Great I thought. But oh no, I'm back in a queue. This time waiting over 25 mins!!!! To make matters worse, option 7 for them to call you back didn't work!!! Think long and hard before making the decision to join Exetel!!! Great prices but shocking service.
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|Category||Mobile Phone Service Providers|
|International Roaming Offered||Yes|
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