4,929 reviews
AI reviews summary
Pros
Cons
Verdict
Exetel Broadband generally maintains a positive reputation driven by competitive pricing, reliable speeds, and a helpful customer support team. While many customers appreciate the knowledgeable staff and smooth onboarding or relocation processes, experiences can vary regarding technical consistency and billing procedures. Some users encounter challenges with connection dropouts, navigating cancellation notice periods, or relying on initial automated chat support. Overall, the sentiment leans favourably toward the provider for those seeking value-oriented internet services with dedicated phone assistance when needed.
Returned today to Exetel for the NBN 500/50, with the help of Shakeel who was very considerate, obliging and transparent. Done and active in under an hour and so far it's rock solid and fast. Show details
Used the Exetel app to try and figure out an issue I had, the Ai assistant Mo was helpful and also directed me to Ruchira who was a great help. We went through some problem solving actions and got to the right solution to fix my issue (turns out it was my own router). Great help and assistance from the team which lead to the problem being sorted with ease. Very happy with the outcome. Show details
Customer service was amazing. He put my mind at ease. I had all intentions to cancel all of my account with exetel, but after the service and reassurance I received i decided to not cancel.
Reviews with attachments
Oyami was very helpful with a very pleasant demeanour and was a delight to talk to. She helped through all the processes. I’m now waiting for it to become live …or activated. Many thanks. Exetel has always been good to deal with. Big shout out to Oyami. Photo shows modem plugged in with the power light. It now has two lights awaiting the rest! Show details
I have been with Exetel for around 20 years and have had almost no issues, the only issues I have had related to my modem many years ago which was not working anymore and 2 times nbn had outages in my area (not something that they can control). The professionalism of the team has always been exceptional and the help, when needed, is spot on. Mo -… Read more
the chatbot can’t do everything but is surprisingly good and I would recommend them to anyone. Just be aware that contacting them is through chat now and if you want to talk on the phone, this doesn’t seem to be an option anymore. But honestly chat is good so it’s not an issue, as long as you have internet access on a phone instead. My 500/50 regularly performs above that, just need a router that can handle the speed so don’t expect it to work at full speed on an older 2g connection.
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.
If able to contact with the finance team directly that will be great
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
Dear Team, I would like to express my satisfaction with your internet service. The connection has been consistent and reliable, and your customer support has been helpful and responsive. Thank you for providing a quality service 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
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I have been experiencing trouble with my Internet, shenith did his best to assist me in working out the problem. We reset the router and the modem, and it did prove to get a faster, download speed, but still very slow to what it should be, which will need further investigation after a few days. He was very patient and thorough. I’m not very… Read more
computer savvy, but he did his best to explain. my first download speed was 14.7mbps after resetting it was 256 mbps, although it should be around 650 to 850. Call back in a few days to see if it is any faster. Thank you for your help.
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.
Great customer service Thank you. Great experience Excellent service Good man Good job Well done Show details · 1
Latest follow-ups
Just asking about the fttp 500/50 we are on now and wondering what the one plan fttp 500/50 was and the team was a great help
Follow-up · Exetel has been a wonderful experience the only problem is when you try and ask a question there auto bot can't answer it and if and when you get through to a human they can't answer it ,EG = exetel 500/50 plan $95 but their NBN plan 500/50 $80 what's the difference and if I change how does the 1st month's billing work. I didn't think that was a hard question
I have added a service to my account for a different address. Exetel easily dealt with my request and provided the admin support to get it done. Exetel continue to kick goals. No fuss, easy to contact through the app or chat and no long waiting period. Show details
Follow-up · Still very happy with Exetel. How about the hibernate feature. I have been away and can hibernate my service reduce my monthly bill. Fantastic.
I am so happy to be a castmer with Exetel ,because it is the best and all staffe are kind,freindly and helpful.So that I always advice my freinds to be an Exetel castemer .I hope all the best to Exetel . Regads Show details · 1
Follow-up · I am so happy to be a castmer with Exetel ,because it is the best and all staffe are kind,freindly
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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
Best ISP ever.. Price and customer service outstanding... Also cracking AI assistant named Mo... that actually works! Exetel have been my go to provider across multiple homes and provide seemless connection... No need to think about it just set up and let them rock! Show details
It was a good internet maybe awhile back but now my internet gets very slow sometimes I have to switch it to my sim to load Instagram/facebook video. Recently I got their maintenance notifications ALL THE TIME which is very annoying. I am switching to somewhere else very soon coz it has been like this for few months already. Show details
My router stopped working after a power outage and after messing around for a couple of hours with ChatGPT I contacted customer support. I should have done it earlier, Sonel talked me through the steps and had the service up and running. Thank you Sonel for your patience and persistence Show details
Shame I had to leave. They didn't have the plan i was looking for and I had to switch over to their parent Superloop. Good company, reliable service despite Opticomm issues which were outside their control
Vimangsa Rajinee just provided the best support for us via the phone to fix our technical issue. She spoke us through so calmly and slowly, at a pace I was able to understand and work through, she explained everything step by step very well. Absolutely 10/10 service from Vimangsa. Thank you so so much for fixing our phone landline connection!
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Hi Alex, We apologise for any trouble caused. Please DM… Read more