Exetel Reviews 9,943

Persevered with helping me! Very grateful!

I've been with Exetel for 2 weeks, and have experienced more internet dropouts and issues than I had in 6 months with my last provider. I don't know how they manage to be this bad – it's 2025 and I live in the inner suburbs of Melbourne with a HFC NBN connection on supposedly a 500 Mpbs plan, yet I'm getting 2005 dial-up internet stability. Already organised to switch providers again at the end of this month, avoid at all costs.

Simple setup.
Fast and affordable internet

FTTN customer since March 2023.
Customer Service is excellent, always had great help and prompt service.
Pricing had been competitive at old 50/20 plan rates.

Its the contract details when you goto leave is where the 3 stars comes from. Exetel helps themselves to a full months plan fee after you are long gone and on your new provider's service.

I left Exetel for CarbonComms. This would easily have been 5 star if they were not taking a extra months plan for nothing in return.

I have been an exetel customer since 2004, the service is always fantastic. The call centre is always 1 or 2 min wait or faster, polite staff with great skills. It is an example that a budget priced provider can still excell where it counts.

Paid for 5g, they disconnected it after a few months so we were paying extra for 5g and only had 2g. They then said our internet router was out of warranty and would we would have to buy a new one. Terrible service over the phone to get this issue sorted. Would go with other providers.

Very quick answer, friendly IT support and solved my problem in the spot.

The service itself is fine, though the basic plan was not performing and I was upgraded twice. I was told that I could discontinue before the discount period is over. Now the discount period is running out and the price will be well over my initial budget. I requested cancellation of the service, then it appears that they require 30 days of notice and you still need to pay the full amount.
Then a salesman (rather than a customer service I will say) called trying to convince me that he can offer me - yet another - new plan with a discount period of 6 months! Still the original price of the new plan is over my budget, so he said he can extend the discount to one year. But the discounted price is my budget ceiling.
I don't want to keep changing and talking every 6 months or every year, only because the product I want at my original budget price is not performing.

Been with exetel for a while now as they have really great and affordable deals. I was surprise to see an increase in my bill so i called support and spoke with Kehara de Silva. She was very kind and so helpful with my query and got me a discount for my internet bill. Will definitely stay a loyal customer of exetel! :)

UPDATE: After finally being able to talk to a person from exetel, I was relieved to be listened to and helped. To no ones surprise, they advised they couldn't help. They can't do anything at all to help.

My 1 star review stands. Outrageous!

I noticed my bill was pretty high for average service. I started a live chat with them for them to say i can actually do their "one plan" with speeds 10x my current at a lower price. The chat said I can do it through chat or through the app. I said absolutely lets swap over in in chat, only for them to tell me I actually can't and I need to do it through the app. I was annoyed but sure- I'll download your app. I did and no option to upgrade/change. I go back to the chat and say this. They tell me to uninstall and re install. Ok. Done. Still no option. They tell me to uninstall and re install again. Still nothing. They tell me to uninstall for a third time. You guessed it - nothing there. They said they would escalate this and get back to me (they didnt). Days later I start a chat in the app thinking this may help. Unfortunately it didn't. After hours of back and forth, they said they have escalated it and developers will fix it for me.

Days pass and I contact them again via chat and they don't know what I'm talking about and nothing has been escalated.

I gave up and assigned my husband this job of upgrading our internet only for him to fall into the same merrygo round I've been in. He got no where. He managed to get someone on the phone and to absolutely no one's surprise, the person on the phone was also unable to help. I'm so over no one being able to help with a simple case of upgrading our plan - it says our address is eligible and can be done with a simple click of a button in the app. Yeah sure!

Unbelievable value and excellent very fast 500/50 internet. Really glad I switched.

Anne was very clear with instructions and information

Anne was wonderful and helped me greatly in resetting my service

Sean was very helpful and resolved the issue which was impacting my ability to work

The change over from providers was connected during minutes, Aditya from tech support was excellent, I would highly recommend the company and customer service.

The service was polite, knowledgeable, easy to understand. I even had to take a phone call halfway through, ask for a call back 5 minutes later, and got the call back when I asked for the callback. Cannot fault this customer service. Would happily deal with this operator again!

Problem fixed just as I received call back.

Very friendly. Knows the product. Troubleshooting was fast and effective.
Problem solved, thank you

Arnel did a great job keeping me informed as hevwent about invedtigating the issue, and offered tools to assist in case of a recurrence of the issur