Fantastic. I was with exetel many years ago in my share house rental and it was awesome. We had 6 people in a gaming house, never once when everyone was online did we have any speed issues between devices. I swapped between a few different providers when I moved between places and ultimately came back to Exetel. Easy billing system and app,… Read more
never a late invoice, speeds are 10/10. I can download movies, play games and stream all at once with no issues. They'll always let you know when there's works happening on your network and when they've been cancelled as well.
I upgraded my router and ethernet to get the best speeds and it was worth every dollar.
I've been experiencing drop outs but today I lost the NBN all day. I spoke with Muhiz and he found out the my service should be restored later tonight. Fingers crossed he is right. Show details
I was with exetel for 5 plus years with no problems until i upgraded to fibre to the house and changed my plan.From there on I’ve had nothing but trouble with them especially with my billing they were withdrawing for two services which i had cancelled I called them got nothing but transferred from one person to another who all gave me false… Read more
promises ( yes will rectify the problem, yes will refund your account) but nothing happened. Do not waste your time with this company they have the worst customer service you will get nothing done fast. I will not ever recommend this company to anyone save yourself the headache and go somewhere else. I learned the hard way don’t make the same mistake. PLEASE AVOID THIS COMPANY
Reviews with attachments
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
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.
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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
BYO modem. Instructions provided by EXETEL online did not clearly address my modem and I could only get NBN 100 speeds and even with my tech smart son we could not get it working correctly. After contacting technical support, they identified the one setting in my modem that needed changing. I now get in excess of NBN 500 (549 Mbps at 8:20 pm on a Tuesday in Brisbane) Show details · 1
Helpful and good money for nbn plain 80 dollars thanks Show details · 1
Excellent service and product actual speed fast than promoted on the advertisement. Show details · 1
Everything looks ok, i still don’t know how it performs since this is my first day and you guys are asking me for a review already Show details · 1
Latest follow-ups
The officer was very Professional and was very helpfull My issue was fixed without any issues Show details
Follow-up · The Exetel NBN Provides very stable service and excellent value for the service
Super fast to change over from previous NBN minutes and was able to get a dynamic ip over chat job done and great price Show details
Follow-up · My six weeks follow up review is extel is amazing, for the price and speed is what they say.... Please keep up this great product and price
Sadly, I am unable to migrate from our legacy HFC plan due to Exetel discontinuing support for VOIP services last year. Despite this disappointment, I have to say that Exetel / Superloop have the BEST AI Chatbot I have ever experienced, providing… Read more
prompt, accurate and concise answers to quite detailed technical questions together with a perfect, concise summary at the end of the 'conversation'.
The burning question is: Do I want the hassle of rolling-over the bundle of services (NBN, 2 x VOIP, mobiles) to Superloop (Exetel's parent), who DO appear to support both unlimited & PAYG VOIP? Hmmm...
Follow-up · To answer some questions: 'HFC' (Hybrid Fibre-Cable) is a broadband technology delivered though the former Foxtel cable network now owned by NBN. IF/When properly configured, maintained and upgraded, it is a fast, reliable system. In my specific case, I'm unable to migrate from our current 50/20 plan to one of the new 500 MB/s plans because I… Read more
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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.
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.
Recent reviews
The person that I spoke with today about my current plan with Exetel was so very helpful & I was more than happy with his help & continue to enjoy my service with Exetel NBN Show details
Review of customer service call. I was helped by Umesh Rajeev- Residential & Business Support. Excellent service, Umesh was courteous and knowledgeable, and answered all my questions very clearly. Show details
Contacted Exetel when our NBN was down and Dulara was very helpful. He did several checks from his end, but talked me through the process from our end to resolve the issue quickly. We have been customers for years now. Rarely an issue. Much appreciated. Show details
Contacted Exetel after upgrading my routers and found that my connection speeds had not improved. Timothy (Support) helped by changing the port speed to my NTD, thus removing the bottleneck for the connection. Thanks, Exetel. Show details
Mr. Warren was very helpful. He resolved our internet issues.He was very patient and polite. He has very good attitude. He did excellent job. Thanks a lot Warren Show details
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