Exetel Reviews 9,943

Recently signed up to Exetel was with iinet for 10 years, but their plan was too expensive. Exetel 500/50 for 80$ per month is one of the best deals. They have BYO modem, so I can pick up a wifi 7 router to reach maximum performance and also they are quick with service when I want to change.

There needs to be an option to give 0 stars…
My issue keeps getting palmed off as an issue with NBN. No effort was put in to resolve the underlying issue as to why I am getting constant dropouts. In the past two weeks, I have had 7+dropouts where I have had to waste 45min - 1.5 hrs on the phone with support for a bandaid fix. I have NEVER received the 500/50 speed I am paying for.

the internet provided was fine, but the 6-month starter discount rapidly disappears and then you are left overpaying. also the 30-day notice period is an easy way for exetel to squeeze another $80 for no service out of their customers. would not recommend

Internet drops now and then and very frequently. No real help available to talk, I didn't had any connectivity experience with other providers.

Installation of nbn to my property within two weeks and gave speeds and price as advertised. Excellent value and solid tech support. I'm very satisfied

Never ever sign up to this internet company. They advertised no lock in contract but they required 30 Notice cancellation. I switch with another broadband provider and got charged for extra 30 days. So don't advertise as no lock in contract? Shame on you. At least let the customer knows that. Minimum 1 month sign up + 1 Month Notice.

very disappointing during our 2 weeks so far of no internet in our area. no communication and customer service extremely poor . Do not recommend

I wanted to cancel the service and they wouldn’t give me a refund

Exetel Support were brilliant! thanks!
they notified me promptly that fttp was available within a day of it being 'official' here.
when the service was finally provisioned, the switch over from fttn to fttp was effortless (although I had prepared the 'modem' beforehand to exetel's spec's).

Nethanya was totally amazing. She entered into the conversation with a happy and cheerful voice. Asked her security questions politely then listened intently to my questions, then she requested i wait a couple of minutes whilst she got up to speed. When she returned she had corrected my concern and happily explained what she had done. I can’t rate this service high enough. I will be telling everyone.
Well done. If nobody has told you today Nethanya allow me. You did great and your efforts are appreciated. Thank you

Would Never ever sign up to this internet company. They advertised no lock in contract, however there is a fine print they would required 30 Notice cancellation. So technically it is a tie down of additional month! So don't advertise as no lock in contract? Shame on you. Minimum 1 month sign up + 1 Month Notice. Their internet constantly being interrupt due to Maintenance Outage record email confirmation date per below.

Notification Outage 21/10/2025 Notification Outage 07/10/2025 Notification Outage 25/06/2025 Notification Outage 18/06/2025 Notification Outage 10/06/2025 Notification Outage 21/05/2025 Notification Outage 18/05/2025 Notification Outage 30/04/2025 Notification Outage 08/04/2025

My experience with Exetel has really gone downhill. We have package of multiple phones and NBN. One major frustration is that they change the direct debit date on our families phone plans slightly every month. Instead of a consistent billing date, they might process the direct debit on the 21st one month, then the 22nd or 23rd the next. They only notify you after the debit has already run. Eg they run payment in the day, and then hours later that night, AFTER the direct debit, send an email telling you the payment will be run ‘today’

If fails because you didn’t expect the date change and top up your transaction account, they charge a late fee. I’ve complained, and asked if they could either make the direct debit date the same each month or send notice BEFORE the direct debit, but they say there is nothing wrong with their process. This increases our families annual overall costs every time they ‘catch’ one of us out.

Also if your phone or internet gets cut off for missing a payment, they claim it will be restored in 15 minutes after online payment, but we have found you have to call, sometimes speaking to multiple people to get it resolved.

In short, the inconsistent billing dates and the what I believe is poor policy of notifications after not prior to direct debit dates, the hassle of getting reconnected make the service more stressful than it should be. I do not recommended Exetel.

The internet service was great for me, very little outages. Notice of outages in advance or planned works via text and email. Which was a great addition. The value for money was initially good but got worse over time hence I switched to a new provider on 9/10/25. Here in is the catch, Exetel's website advertises a no exit fee message "NO TRICKS. NO TRAPS." on their main landing page. This is a lie.

If you don't inform Exetel and give them 30 days notice (that sounds like a contract based service to me despite it being month to month). Exetel cancels your service immediately after being informed of you switching (from your new internet service provider) and send you an email explaining "As per the terms of your agreement with Exetel, your account will continue to be charged for the minimum 30 day cancellation notice period." Essentially charging you for nothing, for whatever was left of your service period. Which could be a full month if timed correctly, but because you didn't inform Exetel, they will still charge you. Which is illegal regardless of what Exetel's terms of service say.

In my case I called up and complained about this and they pro-rated my bill to only charge me for the relevant period when service was actually provided. Which took them no time at all to process. But I'm sure there are people who couldn't be bothered complaining about this, or were convinced by the customer service rep that they agreed to pay this when they signed on. Exetel is taking advantage of vulnerable Australian's that don't know their rights, just to make some extra money.

Charging for no service is just going to get Exetel into legal trouble with the Telecommunications Industry Ombudsman and ruin customer perception.

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 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…

A terrible service. WOULD NOT RECOMMEND. Several outages a week and poor real time communication. Ongoing since July 2025. Made a complaint but they took no responsibility - victim blaming (no SLA for residential service), blamed NBN and gave me $60 back ($20 for service failure and $40 because a staff member was rude to me while dealing with my complaint). Told to cancel my service if I didn’t like it and escalate to telecom ombudsman. I did escalate to TIO as outages are ongoing. Dealt with another rude and unprofessional staff member from Exetel called Gayani (staff are based overseas) who talked over me and kept cutting me off. Zero interest in listening to the impact (me WFH and son doing uni exams online had to go live elsewhere while doing exams). Quick to try and dismiss the complaint and no interest in helping at all. Now looking for another provider. Exetel is terrible.

Have been a long time exetel customer and decided to move over to their the Once plan. I reset our whole NBN and our router once connected to the new plan to ensure that I did everything correctly and Its actually horrible and definitely does not reach the advertised speeds. I was on a lesser speed plan previously and had better connection then. The drop outs and lagging i get now is ridiculous. This plan is BS. I will be checking out SuperLoop.

I was a longtime Exetel customer on an older NBN plan. We had reliability issues with our NBN service so gave 30 days notice to end the service. While looking at other options Exetel promoted The One NBN service so we stayed with them and signed up to the new service thinking it may have just been because of the 50Mbps speed of the old plan. I was told by their call centre that you could cancel The One plan at any time and the difference would be refunded. When we continued to have NBN drop outs on the new Exetel service with all the NBN network upgrades, we decided to sign up to Optus. We tried to keep the Exetel connected until the new Optus NBN / 4G back up modem arrived. Instead Exetel cut off our NBN early and have since told us under the new plan they do have no obligation to guarantee service quality and do not have to issue refunds or partial refunds, despite the advice that I received from the call centre. Since moving to Optus we have not had any drop outs, whereas Exetel The One would frequently drop out and never got close to the claimed 500Mbps.

Customer support on the app is even worse than it used to be on the phone, plus you have to get through a broken chatbot.. 500mbps for $80 is good but, if you have any issues you're better off figuring it out yourself.

Useless customer service and connections.. waste of time.. as bad as Telstra.

Exetel asks for 1-month notice period for cancellation, which is not clearly stated in any of the formal communications. Emails to support also go unanswered until you call them