Exetel Mobile

In late May 2022, Exetel advised they were switching to a Telstra service, complete with a $5 a month price increase. Further advised that our accounts would be cancelled from 1 August 2022 unless we migrated to their new Telstra option. Declined to do that, transferred the number to a different provider and advised them to stop invoices from 1 August 2022. Not once but 4 times. Of course they ignored all of this and went ahead and charged in advance for August even though they were no longer providing a service (which they had cancelled). Their reponse when I asked for the charges to be cancelled:" It's a little too late to reverse it from our end."

Straightforward billing issue became rocket science at exetel! Constantly handballed around the different departments and disconnected 4 times while waiting. Amazingly, the easiest way to solve the problem ended up terminating my service with them.

First of all, I've never encountered a telco which removes your ability to receive calls when a bill is not paid. Second, even after payment, my sim does not work. I spent 30 minutes talking to support but the line quality was so poor I literally couldn't understand what they were saying- I imagine this is the result of an offshore support centre. I asked a simple question: which plan am I currently on, and they couldn't even answer this!! Unbelievable.

I've been a customer with Exetel since about 2010. Ever since they changed hands to SuperLoop in June 2021, and switching from Optus to Telstra, the service has deteriorated. Telstra's coverage is so bad causing my Mum & me so many frustrating issues, but what’s just as bad is while trying to inform Exetel and asking them to investigate it to find a way to fix it, their lack of support, understanding and commitment to customer service has left me with no other choice but to cancel. Trying to find a way to escalate the issue is another frustrati...

I have been with Exetel for many years and it has been without any issues on Optus network. Their latest decision to switch to Telstra network was a disaster for WA. This is not full Telstra network, but so very thinned down resellers network where I wound myself driving under Telstra tower with no signal nor could made a calls from home (in the city) ! I've left with all my sims back to alternative Optus reseller. Great people, great company & single management decision to save few $ :-(

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 ...

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 ...

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"

...

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

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...

I do not use my phone often so this service is about as cheap as it gets. I use wifi for phone data.
Got this Optus service after I purchased Exetel NBN service, Previously I had Vodafone which was hopeless in rural areas. Optus is getting better for coverage.
The $14.99 is cheap. (extras when you sign up)
Customer service is actually helpful when you get through to someone.
However there can be delays

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.

Disclaimer: I do not use my phone often so the cons may be a lot worse.

Pros:
* The price is cheap!
* Customer service IS actually helpful (when you connect to someone).

Cons:
* Customer service waiting time however, is ATROCIOUS.
Phone call: 30 minutes to 1 hour waiting time.
Email: 1 and a half MONTHS waiting time....

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