Exetel NBN 100/20 (Family)

Terrible (probably illegal) customer service. During the recent storms in VIC the telstra NBN infrastructure in our street was destroyed and we had no NBN for 5+ weeks. Exetel refused to pause or waive billing. Their in app chat support also confirmed to me twice that my account was closed/cancelled despite what the app displayed and it turns out they both lied and we were charged for another month. (Ombudsman complaint CRM:0001506003845) Show details

The support staff were helpful in a situation which had a number of variables. He patiently reviewed the statistics and reports from the tests he conducted and hopefully the reset on the router will have sorted out the handshake issues that were… Read more ·  1

causing the router to disconnect. We are monitoring over the next 24 hours! Great, patient and competent service, thank you!

Shirantha was very helpful in responding to my query and was able to keep me on as a loyal Exetel customer. He was extremely well spoken and very informative of the services along with the processes that would be completed to my account. I wish him all the best with the year ahead Show details

I called Exetel on a Saturday morning when I needed help with my BYO router. I was very surprised that such a help was available. With many tries and errors we managed to make my router work! Thanks to the Exetel technician Vidhuakash for his patience and knowledge. Show details

Anjala was wonderful in helping come to a suitable resolution with my recent request to upgrade to FTTP. The new plans didn’t align with my existing product for elements that were important to me as a customer. She took the time to discuss through options with me and help seek alternative solutions that culminated in me staying with exetel as a… Read more

provider where I may have otherwise sought a competitor for options. Very much appreciate the effort and patience to attend my query and find a suitable solution

This is terrible. I called to find out if they could connect to 100 speed at my address. They said yes, of course. I connected, and the speed was 20. I called, and they said we can't connect to 100 at your address. I said switch to a lower speed and refund part of the first month. They didn't refund my money. The speed is 20-28, 3-5 in the evening. I canceled, and they charged me for another month and a half. I don't recommend it. Show details

its good deal at the start, but i had to cancelled my account through a.i. bot automatically good job, still asking me internet payment while im not using their net. At the end of your current billing cycle (22 December 2025), you will receive a final invoice. There will be an additional charge to cover the 12 days remaining in your 30-day notice… Read more

period for your Exetel NBN Family Internet 100/20 - $90/mth plan. This charge will be $35.53, calculated as follows: $90 / 30.4 days in a month * 12 days. fix your scam system.

Warning!!! Stay Away from Exetel!!! You will regret it if you sign up!!! I originally signed up with Exetel in March on a 6 month discounted plan. All was working Ok, no problems with the actual Internet Service... Like they say, you don't know you have a problem until you have one! And this last week I found that problem!!! Their entire Back End… Read more

Support System is their problem!!!

I am on a Pension. I called early last week to request a Payment Extension of 9 days. Simple enough request one would think??? I contacted their Chat Team and was informed that they couldn't do anything until the payment had defaulted??? What??? Why??? That's crazy, you actually have to Default your payment, have your account suspended, before they can help you online!!!

The next day I called their Phone Support team and asked to pay in 9 days. Sorry, we can only give you an extension of 7 days. You will have to call back then and request another extension for the extra 2 days... The Support Member informed me to call back before Tuesday to follow up.

Tried to call their Support on Monday 13th Oct... Phone message advises me that my Account is overdue and I have to make a payment, or I can select Option 2 to talk to someone... I select Option 2... Your account is overdue and you have to make a payment, select the following payment methods... That was a continuous loop... No way to actually talk to someone... I hung up...

Tried again the next morning, seeing tht was the day my extension was due... Nope, same problem. Overdue Payment, please select payment method??? I always thought the purpose of an extension was to give you time to pay on a certain date??? Nope, even with an extension, they still want you to pay before you can talk to someone about that extension!!!

I then tried Chat again. Was given other numbers to call... Same thing! Once he system recognised your phone number, would put you in a message loop with no person to talk to...

After about an hour of getting screwed around, I eventually got another number that eventually put me through to someone... I informed them what the problem was with trying to call through and was then given an extension through to Thursday (yesterday)... Great.

So now we get to Wednesday night (15th Oct), my Pension went in early. So I logged onto my account to pay the outstanding Balance. I was greeted with a payment page that said I owed $0... So I couldn't pay...

Ok, let's try Thursday, as that is when my Extension Expired.... Logged back in and clicked on the Payment Tab... Guess what??? Amount owing $0... I thought that was weird. Every other time that last week, I was greeted with a notice that my account was overdue and payment was required! Now I go to pay and it says $0 owed??? I thought maybe they had waived the invoice fee due to getting screwed around after the follow up emails I sent them??? But I would check back in Friday (today) and see if it had updated...

Well, I did't have to wait to log in this morning! I received a Text Message and several emails advising me that I hadn't made my Payment so my Account was now Suspended!!! I then went about trying to make the payment so my Wife and Son could have the internet access they needed.

But it gets even better… the messages I received gave me links to click on to make payment. First one took me to my Account. But guess what? There was no data in my account, my page showed only information text, no account or plan details. Nothing even to say my account was suspended.

If I went to the payment section, it show me that I owed them… $0…

If I clicked on another link they sent me, it took me to the same place, advising me I had to pay $0… These are links provided to pay the outstanding amount!!!

I eventually found a link that gave me the option of a One Off Payment. I paid the outstanding amount and contacted Customer Service. I was informed my Internet was active again!!!

I am changing providers!!! Never Ever Again will I consider Exetel… I should have paid heed to the reviews I read before signing up with them. I was taken in by the cheap plan offer. Again, you don’t know there is a problem, until you have one…

I've been an Exetel customer for five years now, having made no fewer than 50 service calls. This guy is by far the most efficient and swiftest service representative I've encountered. My sincere thanks. Show details

Reported slow internet speed in my house. The customer relations officer performed all the tests to isolate the issue. It was excellent professional service and I am really happy about the service. Show details

I was having a problem getting speeds from my existing service following upgrade to One Plan speeds. After a lot of helpful advice from Sean I decided to stay with the Static IP address rather than shared so not to lose VoIP, a loyalty discount and to ensure my VPN service is still usable. Sean did suggest that an upgraded network cable would more than likely fix the speed problem. Show details ·  1

Good customer service interaction with Angelo after a frustrating interaction with the app. The website currently redirects you to chat in the app for relocations, then after stepping through multiple hoops, it eventually redirects you to a phone call to their service centre. No issues with the call, the customer service agent was excellent,… Read more ·  1

but frustrating that the website is incorrect and the chatbot is not smart enough to identify that you need to call the service team.

Just had to briefly cancel service as was in process of moving, but speeds from exetel were great and no issues with customer service. Look forward to getting back on there One plan! Show details ·  1

Shakeeb was fantastic to deal with, another round of line resets to get my internet back up to speed (unfortunately the underlying issue is the NBN, so no long term solution available), but the Superloop support is keeping it running under upgrades are available. Show details ·  1

Super helpful and patient! Walked me through every step until I fixed my internet issue. Really appreciated the clear guidance and support throughout. Very satisfied. Show details ·  1

Very happy with Exetel response to provide a more competitive pricing offer and assistance with technical issues. Special shout outs to Abdul Ramzie from Exetel Residential and Business Support for his professionalism and patience. Show details ·  1

They are cheats. You organise a price, after a few days they send an email, "Your plan is changing" When you call, they tell you your offer is finished. I had reference numbers, name, time of call etc.. They deny the deal I had. This has happened TWICE! I am leaving. Told me my previous conversations were not logged - then agreed they were. Denied having a supervisor, then told me he would escalate to a supervisor! Show details

Vince from Exetel was very helpful and provided clear advice and explanations in troubleshooting the internet connection, and even called back to check to see that the connection issue was resolved after I did a network reset on the computer. Show details ·  1

Exetel is great. Have had no issues since I signed up. Its been 2 to 3 months and a seamless initial install into our new house. Speed is always good and getting speeds over the 100Mbps. Easy sign up too. Check out this referal discount code EXE-1385486 Show details ·  1

Truly terrible company. I first became concerned when they charged me a $10 overdue fee even though I paid. The customer service operator Dhandra was the rudest I have ever encountered, they kept puting me on hold for over 1hr, I asked to speak to a supervisor which they refused to do. Then Dhandra started raising his voice & swearing at me in… Read more

Indian Disgusting customer service, so I immediately changed providers & called to cancel my service. I was told they would waive the 30 days notice and not charge me for a month I’m not using. Very big of them. The same day, I received an email stating I will be charged for 1 month of service they will not be providing. A truly dodgy company with the worst customer service on the planet.

My advice would be to avoid Excetel at all costs.

The worse customer service for an ISP. Been a loyal customer with multiple NBN accounts with them. My father passed away in 2019, but never contacted them for tech support since 2019. Anytime prior, I needed to get my dad to confirm his identity for tech support, despite asking them to put me on as a contact on numerous occassions. Just 5 days… Read more

ago, they wouldn't budge with corporate politics and wouldn't resolve a technical issue ... we were without internet for 4 days. My mum is old, and needed connectivity (as we have a few IOT devices) for my mum's safety, convenience and enjoyment. They refused to provide technical support till we provided some proof (death certificate, power of attorny etc etc ....) We could provide these, but requires use to retrieve them from a bank safe (not open over the weekend, we had a long weekend in WA). After speaking with 3 different staffs who were very confrontational, and not being helpful .... we decided to change ISP, cancelled all accounts with them and gave mum back the piece of mind and enjoyment back. Good riddance after being loyal to them for over 10 years.