Worst internet company I have had the displeasure of dealing with. On the bright side, they cancelled my service before the contract started with no fees. I definitely wouldn't use them after the experience.
Review by AceTic2 weeks ago
I am unable to select MINUS stars so one will have to suffice.
DO NOT SIGN ANY CONTRACT. We signed a fixed 3 year ONLY contract ($13.5k).
We were moving premises 12 months in and our assigned "Account Manager" advised it was going to cost us more money to exit the contract early than stick the remaining 2 years out. So we continued paying monthly for a service we did not have access to or use.
Once our contract ceased they CONTINUED to direct debit money from our company credit card.
We were never contacted by an account manager or even customer service officer. (even when we were in contract).
The only reason we are being contacted now is the credit card they are fraudulently direct debiting has expired.
I have been advised I have to cancel our corporate account online, but to be able to 'submit' I have to accept their terms and conditions which is to be charged MORE money for a service we do not use & contract has expired. This company is a wrought!
Review by WooGirl Sireling3 weeks ago
I worked for TELSTRA Technical support in Australia for one year, and if you thought, felt, or experienced how bad that company is run. Thurst me when I say, this is hands down, without a doubt...HELL ON EARTH.
*Terribly constructed modems/routers.
*They use old Optus Sim Cards with no coverage for their mobile broadband.
*Mobile Broadband does not work. I know DPN numbers, I know how to fix modems. I know everything and have tried everything. The whole system is broken.
*Up to one hour wait times.
*Agents have no idea about technical support. You will be told to update your router. No fix.
*This is the best one yet: So your left with no internet, no way of getting through to tech support, no way of getting them to cancel even if you prove over multiple phone calls the service is not working.
* And to top it off, they finally promised to cancel the service and refund the money i paid for no internet.... yeahhhhhhhh but...
They instead tried to take 200 dollars from my bank account as a cancellation charge. Luckily I predicted the disaster that is Exetel and blocked them from taking any more money.
*They have now issued me add on billing fees for not paying the invoice.
How can anyone recommend them and how are they allowed to exist in this day and age.
Review by Bafford1 month ago
So hard to get hold off, 3 hour wait on support lines twice when we called, ynclear instructions on setting up service, extra charges under spend management that it appears can not be changed. Think the termination fee is worth it to get aeay from the company. Our $40 montly service apparently has a $100 surcharge on it. Dont bother emailing for assistance there is never a reply. Go for a main stream provider
Review by Hamidat1 month ago
If I could rate lower than 1* I would. Worst company I’ve had the displeasure of ever dealing with. After around 10 hours altogether on hold being passed around to different departments and hung up on whilst hours into the call, we are still without internet for the THIRD month. How this company is rated this highly on trustpilot is beyond me.
Review by Giulla2 months ago
Dont ever take this service plz . Plz plz . Horrible !!!!
I lost my money . Even though no internet for 3 month they debit my money . They lock you in a contract. You will be in a helpless situation. Plz dont sign up ,the customer support is useless.
Review by OllieUK2 months ago
We purchased their mobile broadband but the service was weak and kept dropping out we couldn't do anything - was quicker using our phones. We have been trying to cancel our service for the last few months now but they never respond to emails and we still get monthly bills even though we don't use the service anymore and requested a cancellation months ago. very frustrating!.
Review by Dan Williams Bobiles2 months ago
Absolutely dreadful, this is one of the single worst telco companies around.
Simply STAY AWAY!!
If you ever expect *any* customer service, then look elsewhere. I was a customer with Exetel for way too long, and only because I didn't move house for 10 years.
When it came time to move, they dragged out the landline ADSL connection process for *months* without giving any reason, estimate or timeframe for connection, while telling me "it should be connected in two days", over and over, for weeks and weeks on end.
This resulted in me racking up an enormous mobile internet bill (also with Exetel), and them promising multiple discounts on that account, discounts which were never honored.
I disputed the invoice, they then disconnected the mobile service while continuing to charge me for service! (even though they had disconnected it) and then finally threatening debit collectors and credit file blacklisting. The matter now sits with the Telecommunications Ombudsman and I'm getting direct advice from the ACCC. Me, a customer who never paid a bill late.
Absolutely disgraceful treatment of somebody was a customer for 10 years. People who give Exetel anything more than a 1 star rating have never had to go through the agony of moving locations while under their corrupt and incompetent regime. I have never experienced anything more than completely dreadful customer service on the occasions I have had to call them, with them often evading direct questions
eg Me: "Just wanting to clarify, did you understand what I said there?",
Exetel: "Please continue sir",
Me: "Yeah but, did you understand what I said, I'm just checking",
"Please continue sir".
It's a joke, like a skit out of a comedy except when they you over a barrel and you're screwed, because they know you don't want it escalating unless you give them the money they're not actually entitled to.
This is appalling, Exetel are shameful and the whole corrupt company should be investigated. I know I'm repeating myself but again, as a LONG term customer with them for 10 years I got absolutely screwed over and they are an incredibly shameless company.
Review by KMet2 months ago
Dodgy billing they wont let you pay invoices before or on due date to ensure they can tack on a 10 dollar fee and if u do pay it in online account they don't take it off the current invoice instead adding it to NEXT month and will suspend services saying you haven't made payment for this month and add a late fee. Customer service in billing over the phone was appalling rude and refused to allow transfer to any to make complaint. I have never had such a problem to make a payment on due date from a provider.
Review by Danata2 months ago
Stay away from this company. Customer service worse than TPG, they don't know what they are doing, even the support staff has no clue about their products. Have been waiting over 2 months for NBN connection and the modem is collecting dust
Review by Claludy Rapkiewicz3 months ago
really bad company with 0% customer and unprofessional service. Trying to solve my issue from last 18 months and gave them data so many times using my personal time but at the end they always said all good at our end. This company should be banned in Australia
Review by Ellwine3 months ago
Extetel wireless stay clear.
Received my modem last week 09.08.2019 and started being charged called twice and was on hold 2 hours and they said modem issue and advised 24 to 48 hrs for a return call from vendor (im still waiting). After contacting via email multiple times they sent me an email today 15.08.2019 advising no network issues.. so tech support says modem and call back and email tech says no network? Modem lights are on but no internet access (sound like someone?) Modem requires codes to be entered and then still no internet access from either Laptop of phone or if connects slower than dial up.
Still waiting for that call exetel.
Should have negative stars one is far too generous.
Review by Shawncae3 months ago
cost of Exeter Broadband very competative
the system has been reliable and after service is helpful
Review by Jcaqui Podwinski3 months ago
MOST SHOCKINGLY BAD CUSTOMER SERVICE EXPERIENCE I EVER HAD. STAY AWAY AT ALL COSTS.
Review by Adeoluwa3 months ago
Extremely poor communicators! I had an expected ADSL connection date of 8th August. I called them on the 9th August to ask when the connection would be made. They gave different estimates, originally saying it would take another 3-4 business days. I called the next day to check on the progress and said that it would be more likely to be 2 weeks. I have spent hours on the phone to them, including waiting once for over an hour to speak to a technician. I have sent them an email to complain and did not even receive an acknowledgement response.
They seldom call the customer to give updates. Rather, you have to call to check in on connection progress with them. I have given up hope on this company and have cancelled my plan to go with a more credentialed company. Would certainly not recommend Exetel!
Review by Johenry Sedassy3 months ago
Can’t find anything wrong with the service provided so far. Been with exetel since two months and they were recorded to me by a friend.
Review by Priyambada3 months ago
The main thing is that the connection is reliable however speed is not the best otherwise thank you for your service.
Review by Krithin3 months ago
INTERNET DOESNT WORK - IT NEVER WORKED - AND I AM STILL BEING CHARGED EVERY MONTH
Review by Buying Wadzeck3 months ago
I've been with Exetel for more than 12 years. The last 10 years connected to a regional DSL service, the last two months to NBN FTTC.
BTW:Regional DSL services are actually a Telstra service. Almost all country towns only get a Telstra service - you just purchase it through a reseller of your choice as part of the old 'broadband guarantee' for regional AU, in this case, Exetel.
As a long-standing customer, I'm prepared to take the time to provide a detailed review of my recent experience and what I hope is received as constructive feedback and criticism, rather than a short-winded rant. I also hope it saves other customers unnecessary phone calls, frustration and clears up any confusion and conflicting information, of which there was way more than expected. In the event that someone from Exetel reads this, I hope my experience provides some insights on how you could improve your service.
I had previously regarded Exetel as an excellent ISP, and had not hesitated to recommend them to friends and family members. None of the people whom I recommended over the years have reported issues connecting or using their DSL services. Two have reported similar issues to me recently re. moving to NBN. I'm now wondering whether my good opinion of Exetel was based on the fact that I had not needed anything from them for the last 10 years - my (Telstra) DSL and home phone service just worked 99.99% of the time, without issue.
In Feb 2019, NBN became available in our town, in country VIC. A member of Exetel's sales team called me to let me know that NBN was now available. I jumped at the chance to switch as we are lucky recipients of FTTC.
Their sales person was professional, apparently knowledgable and answered all of my questions (I had many) re. changing over from DSL and porting home phone. I signed up over the phone and was told the whole process would take approx 10 business days, with zero downtime. I was also told that a technician would be required to visit our property to perform additional work, but Exetel would handle all the necessary arrangements. It all made sense and I was confident that the process would be seamless and painless.
Exetel's initial communications said all the right things, such as: "We’ll keep you up to date via email and text message as we connect your nbn service." Their sales rep told me they'd cancel my old DSL service once we cutover. Everything was looking good so far.
A week later, I received an email with expected activation date (in 5 days time) and to inform me that a technician 'may' be required.
From this point, things turned frustratingly difficult and time consuming.
I had not received their supplied router as expected, so called them to follow up on its whereabouts. I was informed there was a problem with 'dispatch', and could expected to receive it within 5 days. I also asked about the technician's scheduled visit and they asked that I be home on the stated day.
The next day, I received an another email stating the router had been dispatched. It was delivered by courier the day prior to the expected activation date. Great!
The expected activation date came and went without a technician turning up. Another call to Exetel and another long wait on hold to support revealed that no technician was required after all, but I would be required to connect a separate NBN box to the router. The NBN box should have been received, but there was again an issue with 'dispatch'. They also informed me that I need to contact Exetel again once it arrives to 'activate the service'.
The NBN box arrived the following week. I contacted support (with another long wait) and they said, 'just plug it all in... it will activate automatically', which it did within approx 5 mins. Why I was not informed of this in my previous phone call is beyond me! I also asked about porting our home phone, they said another 10-15 business days was required from the moment the NBN service was active.
Initial speed tests (50/20 plan) during peak hours (evening) were fantastic compared to our old DSL service. 43-45mbps down, 16-18mbps up. Ping 30-32ms. 1ms jitter. And despite the initial issues, I was happy with the actual NBN service.
Within a week, performance had severely degraded during peak times: 0.5-1.5mbps down, ping 120-150ms. Strangely, upload was barely effected 14-15mbps up. The service was unusable during peak. Outside peak, speed was fine. Congestion was the obvious cause.
I contacted support (by email this time) and they requested several speedtests at 15 min intervals. After supplying the results of the speedtests, they agreed there was an issue and replied stating the fault had been logged with their 'wholesale provider'.
When I asked about their advertised 'typical evening speeds' and when I could expect the issue to be resolved, I received a response basically saying there is no SLA for residential customers and given a link to their carefully worded T&Cs re. 'typical evening speeds'. Basically, it's a disclaimer: "many factors affecting speed... blah, blah, blah".
During this time, a freak lightning strike fried our NBN box. Exetel managed this unexpected situation well. After reporting the issue to them, I received an SMS notifying me that a NBN technician would be sent to investigate. I also received daily SMS reminders in the lead up to the upcoming appointment, reminding me to be home on the day. The technician arrived in the time window stated and resolved the issue within 30 mins, replacing the NBN box.
To Exetel's credit, approx 2 weeks later, the speed issue was spontaneously resolved - our service was usable again during peak times, speed is consistently approx 41-44mbps down, 15-16mbps up, which is more than adequate for our needs and bang on their 'advertised evening speed'. Compared to our old DSL it's lightning fast.
Unfortunately, after numerous phone calls and emails, and now almost 8 weeks since moving to Exetel's NBN service, our home phone is still not active!!! Last explanation I received was, it's again an 'issue with the supplier', that I was assured would be resolved within days. Another week has passed and it's still not active.
To add to my frustration, I discovered that I am still being billed for our old DSL and home phone service (for two billing cycles now), as well as our new NBN service. Their billing dept gave the expected, scripted response, "we're very sorry for the inconvenience...", but they seemed incapable of handling the situation, nor (admittedly) a customer who is now close to losing the plot! I just want the money owed to me... It can't be that hard!
To add further confusion, I received their generic service cancellation email just this morning stating my original DSL service is now being cancelled, including my home phone service. Does this mean they are finally porting my home phone? In cancelling the old service, will I inadvertently lose my existing phone number? Does this also mean they will refund me the amount owing? Who knows! I have no idea what is going on!!
Exetel did resolve the speed issue I reported, as well as the failed NBN box, so I'm still prepared to give them two stars for their efforts here. I'll also give them an additional star for the fact that I've been with them for so many years without any issues until now.
I'm also prepared to give them some benefit of doubt re. 'supplier' and 'dispatch' issues, because I do accept that there are numerous other companies and contractors directly involved, such as NBN, Telstra, etc, over which they have little, if any control. Each of these suppliers have their widely-known issues too, so laying blame squarely upon Exetel seems misplaced when I don't know all of the facts.
The government could probably shoulder some of the blame here too - they messed with the original plan for NBN which has created an additional layer of complexity and challenges that the industry have been very vocal about.
However, the billing issue; that lies entirely with Exetel and is inexcusable. So too does their messed up, conflicting communication from support staff and weird processes for cancelling/changing to a different service that they've inflicted upon me. Their inability to finalise or at least adequately communicate the issues and requirements has been poor... very, very poor!
I hope Exetel manages to sort out their issues.
Review by Fiori3 months ago
I entered a contract with them where I was supposed to pay around 65 AUD per month. 3 months later I have never paid this amount, it's more around 100 AUD. They charge you fees and other things they do not ever mention when you sign.
Review by Lakna3 months ago
Can't say that NBN is noticeably faster than cable but Exetel speeds generally meet the plan limits.
The supplied router is terrible. Lenovo smart screen drops connection at least daily. The router needs regular reboots as speed will drop drastically (48Kbps slower than dial-up)
Phone support is good, especially the ability to have them call you back. Email support never gets responded to.
Review by Sæunn Szókis3 months ago
Very quick and reliable with good service
Review by Feohgifu3 months ago
If I can rate this network as zero I will do! Better to go for trustworthy network rather than EXETEL. It gives me stressed and headache. From the start of my plan i can’t wait till my contract finished! Unreliable network and worst customer service!
Review by Robx3 months ago
I had just started up NBN with the company and they hadn't connected my modem yet even though I had received a text saying it should be up and running. I called the hotline to get it sorted out and it was but a small 1.5 hour wait and given that I had a lot of time sensitive projects that I needed the internet for, of course I had to wait. I was greeted by a very condescending customer service agent (I'm guessing it's because previous customers had been rude or something about the wait?). Moreover, BE VERY CAREFUL WITH BILLING!!! They do NOT send you a notification to tell you that your bills are due so it is your responsibility to check their website regularly otherwise they will charge a $10 late payment fee if the direct debit fails like mine did. It becomes considered a late payment even if it is made in the same hour; no payment at the exact time that they charge you, then you will pay an additional $10 next month! How great! Also, there is no way to dispute it because they put it into your contract under the T&Cs. Honestly, I would definitely choose TP Link if I could do it all over again. I'm really not a fan of these nasty small companies that get money from abusing their customers rather than establishing trustworthy relationships and fair practices.
Review by Dailson3 months ago
Great nbn service and perfect value compared to all of the other suppliers. Only reason that it isn’t 5 stars is that the connection took ages and I had to chase up multiple times only to find out that the contractor wasn’t keeping up with the demand.