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 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 $ :-(

They switched across to the Telstra, is charging me more and my phone barely had any service in the home.

Called, waited 10 mins+ to get to someone who could barely be heard and hung up on me partway through my call. Didn't call back so I had to call back and wait another 15 mins - the second operator was constantly putting me on hold (about another 10-15 mins) for a very simply matter of lodging a complaint. They couldn't fix the issue there and then too. Took about an hour just to lodge a complaint. Very disappointing.

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 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.

My Mobile ported to Exetel fine 8 months ago so once my wife's plan with Virgin Mobile was at an end I thought I would also port my Wife's mobile. Worst mistake I ever made. The phone number ported OK but there was a problem with the Data. I attempted to contact the provisioning team who after 6 hour wait finally responded to advise that it was not a provisioning issue and I needed to submit a new ticket for technical support. Tried to contact technical support to be advised that there would be a 3.5 hour wait but I could request a call back ...

I made the mistake of applying for the $8.99 a month mobile, what a mistake it took them 12 days to send out a sim card, phoned many times and recording said they would call back within 80 minutes, never received a call back, sent numerous emails and got replies that they would get back to me within two working days, never received an answer to my messages. When I received the sim card they didn't send the password to log on. Sent message to them by email saying please cancel my application, never bothered to reply. This is the worst service ever experienced.

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.

Terrible Mobile Reception as well as taking extra money out of my account!!!
I bought the $8.99 sim only mobile plan & the reception is terrible 95% of the time! Friends keep asking me why my mobile is off all the time, even though it's not, it's just the poor reception! The mobile data is almost always on 3G instead of 4G! I had the same problem with Amaysim & I guess Optus has never been good to me!
Another problem is that they keep charging me for using a credit card even though I used my bank details which is supposed to not charge you any fees, but they kept charging me!
I would not recommend Exetel for a mobile plan & I couldn't be happier that I'm not longer a customer!

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!