Goodtel

Jenn Canlas, is very knowlegeable in her fields and very helpful. She has given me good advice to help me with my internet and mobile need. I look forward to working with her long term.

Rhea Vida Mazon was able to assist us to make a change to our phone directory - she was polite and efficient, and we really appreciated her assistance and professionalism. Show reply

Amazing customer service. My life is hectic balancing working from home and school holidays is chaotic enough without having issues with internet connection. The timing also coincided with the passing of a close family friend which added additional challenges. Using hotspot on my phone to keep the little one entertained and trying to get a stable… Read more

connection for work was really stressful. Maria was amazing! She listened to everything I said so we could address the actual problem at that cause instead of wasting time with the standard "Turn it off and on again" kind of thing. She actively followed up on resolving the issue, which was with the NBN box. She was great at calling to keep me updated. I would often miss her calls given the circumstances so she would follow up with an email so I still had all the information. She pursued further investigation when NBN said there was nothing wrong, without me having to ask as she was able to see the unstable connection from their data. After all of that the NBN box was changed and she then helped me to reconfigure the modem. She was so helpful and kind and patient. It took a total of 3 days to resolve the issue, which given it had to be dealt with through NBN is an amazing turn around time. Thank you so very much, I would recommend Goodtel without hesitation.

Mostly happy – I have no complaints with the actual NBN service itself just over 1.5 months in. I moved from Telstra, and glad I did so for many reasons. My key issues with the account set-up process is: thinking month payments were based on start date, not calendar month, and not having this pointed out; believing I had set up direct debit (even according to… Read more

what I had seen in my account details online), and it wasn't; and over-reliance on email only communications for important notices (like queries over the nbn setup, and an overdue bill I thought had been paid by direct debit). Backup text messages, particularly if it might mean suspension of my account, would be really useful if you are not checking your personal emails everyday, if not twice a day. Maybe I missed this in a set-up opt in question. Once on the phone though, sorting it all out, customer service is good, and expect my star rating would be higher once everything is sorted (other than text notices for urgent requests).

Excellent Customer Service, Network Service and Cost - with added peace of mind! – I'm so amazed with Goodtel and have zero regrets about leaving a major mobile provider, which by the time I left were frankly far inferior to Goodtel. I now have better customer service and due to being one of the first customers (on Good Mobile) I even have an extensive email chain with with CEO (not regarding any major issues, it's mainly just… Read more ·  2

banter and few minor things due to being one of the first to get connected) who I can assure everyone is genuine and passionate about this project. I have service that reaches my bed, the couch and even the loo which previously were all patchy at best and added peace of mind that some of the profits from every bill go to a good cause. In my case I chose to support Greening Australia, because of their involvement in Triple Js Hottest 100 they were already well known to me and they're fighting climate change and habitat loss which are causes very close to my heart. Oh! And I'm even paying a bit less than I was with my previous provider too!

THe outcome was great - because you're offering customers a databank, my ISP outtage meant I can use my mobile to tether my devices at home while my home internet is fixed. I was calling to ensure I avoided excess data fees and to see if a data pack was available to purchase. Rowena was knowledgeable and helpful. She explained everything she… Read more ·  1

was doing with clarity and in a professional way. She continued to ask questions until she understood my issue then saw the issue through to completion by collaborating with colleagues in other teams which meant I wasn't bounced around.

I had a far less positive experience iwth my ISP so this great experience may mean some additional services coming your way. All thanks to Rowena and your great product offering.

Well done Goodtel!

After learning of Adrians New endeavours with another company it was sad to hear but having Rowena help me out today was amazing and kept the level of understanding high. I really appreciated her help Show details ·  1

Although I was sold 250mbs and received 170 at best, apparently this is deemed acceptable by you guys. I wonder if I short paid my bill by a comparable amount would that be acceptable? Show details ·  1

No customer service – Goodtel took over my previous provider so I was automatically switched across with minimal communication about it. I called to ask some questions and call centre worker said she couldn’t answer my questions but someone would be in touch. That was 5 days ago and I’ve heard nothing. Since then I’ve received a bill which is an increase on the plan I… Read more

had signed up to. Again, no communication about this. I had chosen the original provider due to its customer service, so no point in staying with Goodtel as theirs seems non existent.

Hi managers, you need to train u r staff – I need to connect my home nbn. I found this provider here. I jumped onto their web. There were no home address checking for connection availability. Only directly to bank card information page after personal information. I wondered whether my home address is covered by their services, so I clicked to their chat page. After waiting, one guy asked… Read more

me what my issues was??? And I was asked to provide screen shot for the issues???Manager, your staff really doesn't know what to do! Very inconvenience for a new customer. So what? Let me pick up another provider then.

Good in name only, you're still just a number to them – Sadly had to change my rating on this review. Have had several issues with billing and the last straw was them stuffing up November payments and then taking it out days before Christmas with no warning, only an email after it had happened. Couldn't imagine springing a bill on families during this time of year. Save your money and go for a… Read more

cheaper plan elsewhere.

---------------------------

I just signed on a week ago and it has been great!

Activation was only about a 3 day wait and the only issue with connection was from my end. Turns out Telstra locks its modems (nice wastage!) so if you are swapping from them you will need to grab your own or get one through Goodtel.

I also like feeling good that my bill is helping a charity!

Highly recommended!

I love that Goodtel is a social enterprise and our internet works just as well as with any other Telco. The customer service has been better though. When we had an issue with it recently, I could reach a support desk quickly and easily, and they calmly walked us through everything until we found the issue. Highly recommend! Show reply

We are a small national not-for-profit charity that was looking for a phone service that would allow us to simply direct incoming calls to state-based leadership. Our dealings with all the staff at Goodtel have been extremely positive. The solution offered has proved excellent. And the implementation has been great, although it required great patience at Goodtel's end, as we took time to work through our full requirements. Show details ·  1

Very thorough and patient guidance through the issue of our internet not reconnecting post a local NBN upgrade. The very helpful woman worked through various options with the modem to try fix it that way before moving to the next level to identify why the NBN wasn't connecting to the modem properly. Turned out that something went wrong with our… Read more ·  1

modem (as part of or separately to NBN work - TBC) so once I figured that out and tried another modem the issue was resolved. The latter part of the process required GoodTel giving me time to access the NBN box and test the new modem after which they called me back to work through final steps.

Excellent internet connection - thank you so much for your warm support in getting my internet up and running. I really appreciate the entire team's patience and committment to providing me with the best service possible. Amazing work and I would recommend this service to anyone - thank you! Show reply

The person who assisted me is always so very helpful and we were able to order what we required and update some account things very quickly. Love using Goodtel not only for their great service but also because when we use them we are doing good with their philanthropy. Show details

Very satisfied with all the services provided by Goodtel. Almost always had good connection and the service support has always been easy and efficient.

Adrian was very quick on fixing the issue and following up on if the issue had been fixed. Communication from Adrian was very good and he was very helpful. Show reply

Overall, the phone call was very helpful and I appreciated your staff member's patience. My only suggestion would be to enable some way to confirm identity without access to email. As I live in the country, and do not own a smartphone, not having access to the internet means I do not have access to my email address. Thankfully, we were able to… Read more

troubleshoot to get the internet to temporarily connect so that I managed to access my email. However, if we were not able to do this, I would not have been able to provide the verification code.

Great service. Very efficient through email. And the NBN works well. I’m very been a mobile customer for several years with Goodtel so I’m happy to now have them at home. Show details ·  1

The team at Goodtel are always friendly, helpful and knowledgeable and provide fantastic customer service. Show details

Excellent customer service when faced with no internet connection. Quick to respond and very solutions focused!

Goodtel service deserves 6 stars. For once I have a telco that provides real service, same day if not same hour replies. Our NBN and mobile plan with Goodtel never fails and we're supporting good causes at the same time. Good stuff Goodtel ! Show details

Very easy and quick to set up. Alexiz has been a very great onboarding support. Thank you very much. Show details

Excellent – Customer service is great. Tech support is great. Highly recommend. Show details

Try them! – Great company, with good product value for money, plus it’s good knowing that they give back to our range of charities with your purchase. Show reply

GoodTel is Good – good so far. easy set up, and good IT support Show details ·  1