If there is a zero i will put it, i lost count of how many dropout i have had for the last 4 months, and the worst one is not having a internet connection for almost 24hours. I have been a loyal customer for atleast 8 years with exetel and for some reason this internet connection dropouts that happened which is unaccepatble. Show details
Reviews with attachments
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
Great NBN, usually getting a bit past advertised speeds – I usually get past the advertised speed, even during rain and everything. The only time it cuts out is during severe rain storms. It is great for the price, and I love unlimited data. Highly recommended. Show details · 1
Excellent service and customer support – Service was activated within two hours of my home phone number being ported (although porting took about a week as it is a manual process - as explained on their website). NBN service delivers consistent speeds with download at 25-27 mbps and upload around 7.5 mbps. This is on a 25/10 plan. While home phone porting and then activation was being… Read more
undertaken I called provisioning twice to get an update on estimated timeframes. Both times I was connected with someone straight away who quickly and easily answered my questions.
Great provider, but now no free email – Very good, internet. But now they are stopping their email, I am very disappointed with that. So they lost 1 star, maybe should lose 2. Show details · 1
It's as fast as you can go in Eleebana – Exetel is fine, I pay for 25/10 and generally get 28/10 l would like faster but it's the copper wire all the way up our street and into the house. Update we now have fiber to the house and wow 500/50 @ $80/month. Long time coming but there you go. Show details · 1
The internet speed was going very slow and a fraction of the speed of my account. Previously I was subscribed to a slower speed which it maintained consistently at the speed. After going through the standard steps of resetting my router and using ExeFix which fixed nothing I rang support and got a call back after 30 minutes. The technician was… Read more
very good and explained everything to me as he was doing the diagnosis. The speed was restored but slowed to 1/2 the expected download speed and 1/3 the expected upload speed only short time later. I will re-test the speed later in the day.
Hi EDG, we’re sorry to hear you’re still experiencing… Read more
Latest follow-ups
I had a problem connecting my VDSL modem to Exetel's SIP service. The telephone would take incoming calls but not allow outgoing calls. In an effort to avoid buying a new modem and after extensive effort by the Exetel technical person we reached the… Read more · 1
conclusion the fault is in my modem (not an Exetel supplied modem). So... I'm ordering a new ZTE from Exetel and we'll see how that goes. Thank you heaps for you time and effort Rayan!!
Follow-up · By the way, the modem that would only allow incoming SIP calls with Exetel was a second hand Netcomm WiFi 6 NF20. I haven't tried it with other ISPs. Exetel spent about an hour trying to get me going with the NF20, in the end I decided to buy the Exetel recommended modem (ZTE). My original problem of VDSL dropouts was fixed eventually by NBN or… Read more
While I will say it's low priced, that hasn't been enough to excuse the multiple internet drop-outs we seem to get almost daily. Over the last 18 days we've had 12 they've notified us of and and I'd estimate atleast another 10 that were too short… Read more · 2
for them to mention. Multiple times it has cut out during watching a movie, playing an online game and during when my SmartLife WiFi devices were going to perform an action. We've had to give a 30 day notice to leave Exetel and are eagerly counting down the days as the drop outs continue.
Follow-up · After getting in contact with Exetel over the connection issues I had, over the next several days the 2 people I talked to both had a strong desire in customer care, listened to my problems and were kind enough to put up with me venting. They checked everything on their end, had a video call to look at the setup of my router and sent a technician… Read more
Positive reviews
On the 23rd of December I contacted Exetel with an issue pertaining to a streaming service I couldn't get to connect. I spoke to Lasitha who ascertained that there was an issue with my IP address and I had everything up and running within just a few minutes. Very happy with the service received, given it was the first time I've ever called Exetel. I might add the call was answered with a minute or two as well. Well done, Exetel. Show details
Great service , no issues kept informed of down time usually is in the early hours of the morning like 2am. Pricing use to be good but like all companies chasing the dollar and increases galore Show details
Glenn spoke perfect english and was totally understandable. As such the problem was checked and a solution began to rectify. I am to expect a replacement DPU possible tomorrow. Thank you Glenn Show details
Find out how Exetel NBN 25/10 (Everyday) compares to other Internet Service Providers
Know better, choose better.
Negative reviews
Good overall connection and price which is why we are still with them after 20 years. Customer service is poor to average. The O/S call centre are polite but are unable to deal with anything but simple issues. We have just lost two email accounts, exetel customer service informed me that there is no record of them ever existing. One was the… Read more
contact email for my superannuation and several online subscription services so it could have been a major issue. If you do use them be aware and plan appropriately.
We appreciate your long-term loyalty and feedback, Dan! We… Read more
Another not so great NBN service in my area. Have had a lot of lagging and dropouts and only been with them 2 months! Changing soon….. same speed, cheaper deal. Although it was a month to month plan, still have the 30 day cancellation rule too! Show details
Hi Whitehouse, We're sorry to hear about the ongoing… Read more
I was with Exetel for almost 10 years, however that's no longer the case. My internet was unavailable for over a week last month, it took numerous emails, chats and phone calls for an (eventual) fix. They still charged the full monthly price and only provided compensation after I complained. Given this and another price hike, I decided to take my… Read more
business elsewhere.
Given their prominent website statement, "Stay as long as you want, or leave when you like." I thought I could leave when I like. However after leaving "when I like" and switching my ISP they informed me "your account will continue to be charged for the minimum 30 day cancellation notice period". Yes, if you search, it's in the fine print, but I think they need to change their statement to "Stay as long as you want, or leave when you like (and be charged a fee)."
Hi Paul, Thank you for your feedback. As per our standard… Read more
Recent reviews
Sameen provided excellent support to configure my new modem and VOIP and he was very patient, explained everything clearly and made the process easy to follow. I really appreciated the great service. Show details
Arun in Tech Support, Quoted my problem back to me, to demonstrate that he understood all the facts. He then advised that he would escalate my query to the Accounts Team. Advising that I would also receive an email reflecting same. Show details
Pruthvi was a great help on both calls - which were a few weeks apart. Very clear instructions, positive nature and good polite manner. Good job! Thanks for helping Show details · 1
Anjala was super helpful and very kind. Got me a better deal rather than switching to a different provider and saved me from the hassle as well. Once again thank you! Show details · 1
Exetel works as good as any ISP but their customer service guys in Columbo are the best. They will help you until your issue is sorted and actually call back when they say they will not like others. Been with them 10 years great service can’t complain. Show details · 1
Had a problem logging into Exetel app. Eljoy answered the call, asked a few questions and resolved the problem in minutes. Very impressed with her knowledge, professionalism and politeness. Well done. Show details · 1
Find out how Exetel NBN 25/10 (Everyday) compares to other Internet Service Providers
Know better, choose better.
Pulindu helped us greatly in an interesting situation. Seems there was miscommunication between NBNCo and Exetel. Router stated that I was connected but no internet was present. (Eventually worked out that NBNCo accidentally cut out internet). After an hour of research, Pulindu solved the case. Exetel is great for IT Tech Support. Show details · 1
Warren was absolutely fantastic and so fast. He also let me know about the newer app and how to use it to diagnose issues. I’m so glad he told me because I have been using the old app. Show details · 1
My ZTE router had failed and needed to be reconfigured, called Exetel and spoke to Insaf who was brilliant with the diagnostics, helped me configure & update the router within minutes and had me online right away As a customer for over 15 years, Exetel have been on the mark for me, amazing tech support and staff overall. Thank you Show details · 1
I’m lack of confident when it comes to technical issue. Butch is extremely patient and friendly. My problem is solved quickly with his help. Thumb up for him. Show details · 1
Really appreciate exetel's quick support in getting my internet back up to speed. Had an issue with my internet not working and Anjala Senarathna was very helpful and was able to get my internet back up to speed in no time! I hope you guys keep up the great support! :) Show details · 1
I experienced connectivity issues. Called my ISP >> Waited for 20+ mins. Call failed at 20min mark. Exetel (Sean) called me back. Sean was very patient, articulate, and polite. He also gave clear and understandable instructions. Sean also assured me that he would continue to call me again, and again if the line dropped out again. I He was… Read more · 1
relatable, and gave advice from his lived experiences. Very supportive. 6 stars for customer service delivery.
Called to get advice whether Exetel could remotely determine whether my modem was operating eg: powered on. He was able to confirm that modem was in fact powered on, so my query was answered satisfactorily Show details · 1
After speaking with 3 previous technicians I finally got a technician, Anthony Jim who was easy to understand and fixed our NBN problem, my wife and I are so very pleased, as we were looking at having to replace our modem, thanks Bruce Show details · 1
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Hey Eduard C. We’re very sorry to hear about the repeated… Read more