Our access to the internet failed on 5/6/26. After trying a couple of possibilities, I rang Exetel and d as poke with Adrian. He had us up and running in about 15 minutes. He also notified NBN about the issue and told me to expect to hear from the NBN on Tuesday 9/6. So far, so good Show details
The support was patient, helpful & polite. I am quite apprehensive using support services from overseas, but the personable gentleman was quite understanding & reassuring. Good work! Show details
Senuni was calm and professional. she offered to help and come up with solutions to my billing issues. Helped me move to Exeter one and listed how it can affect my static IP configuration. She is very knowledgeable and one my best experience with Exetel. Show details
Reviews with attachments
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.
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
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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
Dear Exetel Team, I want to say big thank you to Navin Dias who helped me solving my problems with full patience. He taught me step by step with clear instruction, and 0 pressure put on customer. The video call was 100% helpful and that was a fantastic idea. He is very professional and this field and has excellent customer service! Big thanks to him and may him have a good night. Regards Yue Bai Show details · 1
Latest follow-ups
Thank you very much Pansilu Horatius for such great service he helped me solve my internet connection in less than 20 minutes after being passed on 3 times before him. I was calling to cancel my service but ended up keeping it as a result of his service. Thank you Show details
Follow-up · My internet connection was solved for a couple of days now I am back to same story I am paying 500 speed I am getting less than 10 refer to pic
I am Happy – I signed up and in a few hours I had the ok for connection. Best service I've seen in years , of being with two other nbn service providers. Show details · 1
Follow-up · Two years later and I undoubtedly can say can say again the service and performance ,is the best I ever had.
Had issues hooking up our modem and internet access but sorted thankyou Show details
Follow-up · All good thankyou hope the price stays the same
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In-depth reviews
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.
I lost internet in the middle of a WFH day while I was in a online Microsoft Teams training. I reached out to the online service team. The first service person did not listen to my words. Instead of even trying to help, he or she only cared about verification code, which I cannot receive over the email, and phone number registered is not with me. … Read more
I described everything, and during the conversation I spotted the root cause was related to bank BSB number incorrect, despite the direct debit never had problems previously since it was setup in 2019. I correct the BSB and paid immediately. That was about 1:20pm. I described all these to the service person, asked when I can have my internet back. I needed it urgently for my work. Once again, he or she only interested in verification code, not interested in solving my internet issue. I have to send my ID and personnel bills to identify myself and everything. Pretty sure I did not have to send any of these when I set up my account. The service team reviewed all my IDs, finally removed the block and reconnect me at 4pm. By the time, it is work finish time already.
I don't understand, why it has to take more than 2.5hrs to verify my ID, when I have already uploaded the payment receipt and request to re-connect me while I needed the internet urgently for work.
We were not informed about a phone outage in our area and consequently reset our home wireless network and could not resestablish our network as it requires app connectivity. The outage of the phone network also prevented a medical call with our mother and her specialist. We were not informed and so could not arrange an alternative. We contacted… Read more
tech support about the phone and Zeehara explained the outage with rectification perhaps not for more than 3 days. Without our network we could not access internet on our phone or computers with intermittent phone coverage. This is a disaster when responsible for medical support of our mother. After we explained the situation to Zeehara she stayed on the line to reset and reconfigure our original Exetel network allowing internet access and calls over wifi giving us reliable communications. We had to try several solutions before we found one that worked and Zeehara did not leave us until it was working correctly. This took significant time and effort and we couldn’t be more happy with Zeehara’s support. She was amazing.
Recent reviews
Long term customer with trouble free service and reasonable speeds. Spoke to a real person, but was sadly offered an AI only chat based support plan. Real person did what AI could not and got me a deal where I continue to speak with real people albeit at a higher price. Recently had 2 other companies that have lost my business due to AI created failures. Stay away from the dreaded AI only support business models. Show details
Arham provided outstanding customer service when I contacted about a billing enquiry. In the three years I've been using Exetel's services, the only outages I've experienced were due to the nbn company, not their service. Highly recommend Show details
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 prompt, accurate and concise answers to quite detailed technical questions together with a perfect,… Read more
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...
This was a lengthy support with complications with the bank establishing pay authorisation. The service was consistently polite, patient and extensive troubleshooting was initiated. We had success in the end. I highly praise this customer service from Exetel! Show details
Today, I contacted your support team regarding a Wi-Fi device connection issue I was experiencing. After researching the problem online and attempting to resolve it myself, I initially spoke with your AI assistance but was unsuccessful in finding a solution. However, I then had the pleasure of speaking with Prakash, who was instrumental in… Read more
resolving my issue. I would like to take a moment to express my appreciation for his assistance: - Prakash listened attentively to my concerns. - He acknowledged my efforts to troubleshoot the problem on my own. - His patience and knowledge were evident throughout our conversation. I hope you have the opportunity to review the call and reward his customer service skills. Prakash truly provided exceptional service, and I am grateful for his support.. keep up the good work
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Hi Ben, We apologise for any inconvenience caused. Please… Read more