Deteriorated service & coverage
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...on. I don’t know how on Earth a top notch service can deteriorate so quickly on every level is beyond me! Their lame attempts at contacting me include calling me after 9pm, replying by email a MONTH after FOLLOW UP emails, leaving nonsensical voicemail, sending email addressed to a name other than my own, closing the case without checking with me to see if the issue was rectified forcing me to call again only to open a new case losing history of the issue…. And the list goes on! I can’t be bothered reporting them to TIO, and feel writing my review here will get more traction and hopefully save others from the pain! You’re welcome.
Great provider - until network change
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 $ :-(
Exetel mobile gives non fuss reliabilty
I switched over from Telstra to Exetel mobile. Ended up being same network but cheaper. The coverage is excellent. I have had zero dropouts. I don't use a lot of data but what I don't use, rolls over to the next month. Therefore I have plenty when I really need it (without having to pay more each month - in case I need it). The Exetel folk were very helpful in the setting up. Couldn't fault the service or the product. At $16 a month - excellent value. I highly recommend Exetel.
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.
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.
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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