Best ISP ever.. Price and customer service outstanding... Also cracking AI assistant named Mo... that actually works! Exetel have been my go to provider across multiple homes and provide seemless connection... No need to think about it just set up and let them rock! Show details
It was a good internet maybe awhile back but now my internet gets very slow sometimes I have to switch it to my sim to load Instagram/facebook video. Recently I got their maintenance notifications ALL THE TIME which is very annoying. I am switching to somewhere else very soon coz it has been like this for few months already. Show details
My router stopped working after a power outage and after messing around for a couple of hours with ChatGPT I contacted customer support. I should have done it earlier, Sonel talked me through the steps and had the service up and running. Thank you Sonel for your patience and persistence Show details
Reviews with attachments
Oyami was very helpful with a very pleasant demeanour and was a delight to talk to. She helped through all the processes. I’m now waiting for it to become live …or activated. Many thanks. Exetel has always been good to deal with. Big shout out to Oyami. Photo shows modem plugged in with the power light. It now has two lights awaiting the rest! Show details
I have been with Exetel for around 20 years and have had almost no issues, the only issues I have had related to my modem many years ago which was not working anymore and 2 times nbn had outages in my area (not something that they can control). The professionalism of the team has always been exceptional and the help, when needed, is spot on. Mo -… Read more
the chatbot can’t do everything but is surprisingly good and I would recommend them to anyone. Just be aware that contacting them is through chat now and if you want to talk on the phone, this doesn’t seem to be an option anymore. But honestly chat is good so it’s not an issue, as long as you have internet access on a phone instead. My 500/50 regularly performs above that, just need a router that can handle the speed so don’t expect it to work at full speed on an older 2g connection.
FAST & FURIOUS . Just connected and get over 500 speed. Use the this code to get $1 off every monthly bill. [Code Removed] Show details
Video recorded. Only reviewing my customer service provider. Thankyou. And good day Show details
I’ve always valued Exetel’s customer service, especially the ability to speak directly with a real agent. It would be great to have that option more readily available instead of relying mainly on AI or chat support. Brian, the agent I spoke with, was very helpful and did his best to resolve the issue, eventually arranging an NBN technician visit,… Read more
which I appreciated. Previously, I could contact customer care over the weekend when issues came up, but that option no longer seems available. Restoring weekend phone support would be very helpful. Thank you.
Great internet provider, had some issues just recently with the internet dropping out, turns out it was my modem and the tech support staff “Top” did a amazing job helping me narrow down the issue and resolving it quick, I don’t usually leave reviews but he was very knowledgeable and very helpful and friendly, thank you. Show details
Had issues with slow speed on my NBN which was identified quickly by the team member Fabian. He assured me to have the service up and running soon. With some accurate information from me about the symptoms Fabian was remotely able to liaise with NBN and trouble shoot accordingly. I was kept informed about what was happening when I was on hold. It was a quick and desired outcome addressed in a professional manner. Show details
Exetel's The One Plan offers a fantastic combination of speed, reliability, and value. I’ve been using it for a while now, and I’m genuinely impressed. The connection is consistently fast, making streaming and browsing a breeze without frustrating interruptions. Plus, there's minimal downtime, which speaks to its reliability. Customer service has… Read more
been responsive and helpful when I've had questions, further enhancing the overall experience. For anyone looking for a solid internet plan, I highly recommend Exetel's The One Plan!
The images are based on what it would be like if 5 devices are connected and these tests are done on a Wi-Fi 5 adapter not the standard Wi-Fi 6
Excellent and very happy. I will continue to use exetel Show details
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Had issues with speed but it turned out that my laptop was the issue. Show details
I have been with Exetel for over a decade and their service has been excellent. I have been participating in the ACCC/SamKnows broadband monitoring scheme and they always report that I am getting what I paid for (see their attached speed graphs) so I have been very happy with the speed that I got. In particular, there have been no evening speed… Read more · 1
issues.
Also, their service has been excellent. Anytime there was any issue, I was always able to get on to someone who was able to sort it out.
Because I am moving, I have to cancel my broadband and the process was simple and straightforward. I'd like to shout out Ameera from Exetel who was extremely helpful.
Very happy with service (HFC connection). Was sceptical about the CG-NAT but haven't had an issue. Set-up was easy, app is user friendly, speeds are consistently 500mb/s down + and 40mb/s + up, even in peak times. 9ms ping in Ringwood Vic. Highly recommend at this stage. I just hope that as this plan becomes more popular, they continue to invest in their network to keep up with the demand so speeds stay good. Show details · 1
Called re not able to attain 500Mbps as per my account. Problem was resolved quickly. Waiting time in queue was not too long. I Show details · 1
Latest follow-ups
I am so happy to be a castmer with Exetel ,because it is the best and all staffe are kind,freindly and helpful.So that I always advice my freinds to be an Exetel castemer .I hope all the best to Exetel . Regads Show details · 1
Follow-up · I am so happy to be a castmer with Exetel ,because it is the best and all staffe are kind,freindly
I reported a particular remote domain bouncing emails from my SMTP server (hosted at a static Exetel IP address) yesterday, with error messages, and today it is functional again. Show details
Follow-up · evidently, someone else operating through Exetel had abused the system (perhaps via a customer having an insecure WiFi network, or the hijacking of a device — such as a phone — within their LAN), so the entire address collection used by Exetel had been blacklisted. within one day, Exetel had contacted the relevant entities and negotiated peace. there have been zero such hassles since.
Good service support from technical staff who are readily available. Show reply
Follow-up · Upgraded to 500/50, and the service has been faultless. Routine service maintenance has been rare and notified well in advance, then carried out between midnight and dawn. Speeds exceed those promised.
In-depth reviews
I was an Extel customer for the past 2 years and since there was a price increase I decided to swap my provider and for that I have given a call yesterday to give my 1 month notice. But at the time they offered this one plan for me which found like a better service for me as I was about to pay less than $15/ month compared to my proposed plan with… Read more
all the same benefits. They have cancelled my plan and switched to this new plan. This happened somewhere between 11am -12 N. But there was a bit of issue with going on my initial payment. By this time my internet service was cut off. They haven’t provided me any warning regarding the time period for new service activation when I decided to change plans. I live in an area there is no 5G data service. Since 12N yesterday I was calling the Exetel multiple times, to solve the issue. I have corrected my billing issue and they mentioned that activation might take about 4-6 hours. This update was given by 6 pm yesterday. We completely relay on internet. My wife has got an assessment due for her uni in 1 day, my kid has got online Tution, I have got studies to do and work to complete. I could nt make a proper call as we completely relay on wifi call. Without internet everything was postponed or ruined for the day. By later evening they informed that it will take 24-48 hours to sort the issue. By that time we were even unable to get to call their customer service. Apparently only chatting option is avilable. Now I am posting this it past 24 hours, still no internet, no calling option to contact the customer support. So frustrated . If they adviced me about having such a delay in changing the service I would have never went through this nightmare. My work is on hold, I couldn’t do anything in my house as everything is almost connected to wifi. Such a terrible customer service and they won’t care about our issues. Truely disappointed in them. Still we don’t have any idea when the internet will be back.
The deal is good but the best thing about exetel is the quality of their Sri Lankan call centre. I called exetel after a morning of calling insurers, banks and the like. The service from most call centres, including local Australian ones can be hit and miss at the best of times. I have been with exetel since 2018 primarily due to the quality of… Read more
their customer service. Every single exetel operator I've spoken to have been well above average compared to all the others I've had to call at various companies.
I spoke to a young gentleman named Pansilu today and I could not rate him higher.
The level of expertise and confidence with which he managed the call was exceptional. I was particularly impressed by the logical way in which the products and their features were presented and the cost vs benifits analysis done to arrive at the best and most logical option for me.
Pansilu gave me the impression that he really got where the company was going from a marketing perspective. He explained the way the product offering spread between the parent company to exetel, what market segments the product I was looking at was put together to serve and why it was right for me.
Also, I usually hate it when companies go onto a chat-only support model. However with the explanation I got around the "why", I surprised myself saying "I get it".
Pansilu is an absolute asset to your company.
The call I had could be used for staff training.
Needless to say, I'm still with exetel and will be until and if they change their CS team from Sri Lanka to something less.
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TECHNICAL: Exetel itself has been mostly good - even if there were plenty of planned (out-of-hours) outages over the 7 years I've been with them. In all fairness, I suspect that most of those outages were due to NBNCo - not Exetel - and the aging HFC infrastructure in my street (and the frequent and heavy rainfall). CALL-CENTRE STAFF: The… Read more
offshore call-centre staff tend to be VERY GOOD - I've mostly had to deal with people in accounts, not technical-areas - very good actually. I engaged with two people today (the latter - Trevonne - was definitely in Sri Lanka, the first, a lady perhaps there also). *** They were very good communicators and effective in their assistance. No complaints whatsoever. ***
BILLING ISSUES: I will also say that Exetel (Superloop subsidiary) ARE VERY REASONABLE when it comes to negotiating grey-areas of contract-fees. I will definitely use them again (only closing this account because I will no longer be responsible for the property's NBN-connection).
SUMMARY: All-up, I'd recommend Exetel after a combined, nearly 10-year experience with them over 2 overlapping-accounts.
Positive reviews
After struggling with the moving house section in the App I decided to call. Service today by Shehan was excellent. Friendly & very helpful. Explained everything clearly. Everything all sorted and I couldn’t fault his demeanor or service at all. Thank you Shehan for a very pleasant experience on the phone. Much appreciated. Show details
Excellent customer service as well as the AI assistant Mo being quick and very helpful I am never on hold for more than 3 minutes. Service is great. No drop outs has been a consistent winner for me. Very happy customer. Show details
Dealt with Humaid who was nothing short out outstanding. Even when it seemed my problem may not have a solution he was polite and helpful regardless, eventually finding a fix. As good as an agent experience as I've had anywhere. Show details
Negative reviews
Hopeless company. Advertised a 3-day change over, now I will be without internet for at least 14 days. AI customer service is useless, unhelpful and cuts out, and human customer service, when you can get it, also stops mid enquiry. I should have stayed with my previous provider. Don't sign up unless you are happy to be without internet for an extended period. Show details
Finally escaped “exit hell”. Been paying for 500 service and only been getting 100. Zero tech support other than blaming the Eero they sold me. Eero blame them! Refuse to credit me a year of paying the difference in a service I wasn’t getting - and they knew as history of speed is available in their website account page of mine!! It’s been hell! Avoid like the plague!!!! Show details
Chat bot was painful as it is created appointments for technicians that weren’t needed . Rob from Exetel helped me cancel the appointments. He was good to deal with. My problem ended up being a cable on my end. Show details
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Recent reviews
My support officer Nilaksha was brilliant! We had a number of issues to work through including moving our account to The One plan. He was a pleasure to deal with, super helpful. patient, courteous, and very knowledgeable about the whole process. Thank you Nilaksha. Show details
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