Exetel Mobile

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 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.

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

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

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!

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!

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

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...