4,760 reviews
AI reviews summary
Exetel Broadband customers report a high level of satisfaction with technical support and the value provided by newer high-speed plans. While the transition to AI-driven chat and specific plan limitations has caused friction for some, the performance of human support staff in resolving complex connection issues is a standout feature. Recurring themes include competitive pricing on the "Exetel One" plan and efficient relocation services.
Pros
Cons
Verdict
Exetel is a strong choice for tech-savvy users seeking high-speed NBN at competitive prices, backed by a highly capable technical support team. However, potential customers should be mindful of the 30-day cancellation notice and the fact that the most affordable plans may limit access to over-the-phone support.
I reported a particular remote domain bouncing emails from my SMTP server (hosted at a static Exetel IP address) yesterday, with error messages, and today it is functional again. Show details
Anjala, was very good. I had been connected to wrong address. Helped me to navigate how to cancel that service and reconnect to correct address. Was chasing a refund as I had to pay again to connect. Very pleasant and helpful. Show details
Their customer service department has been getting better with more technical knowledge. Over the years of me calling in for help with issues with my internet. Sewwandi was very patient with my inquiries and persisted with my ramblings whilst trying to rectify the problem which required a full factory restart of the router
Reviews with attachments
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.
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
If able to contact with the finance team directly that will be great
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
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
Find out how Exetel Broadband compares to other Internet Service Providers
Know better, choose better.
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
Issue with the speed Paulo has helped me out to get speed above 50 mbps Show details · 1
Very happy with service (HFC connection). Was sceptical about the CG-NAT but haven't had an issue. Set-up was easy, app is user friendly, speeds are consistently 500mb/s down + and 40mb/s + up, even in peak times. 9ms ping in Ringwood Vic. Highly recommend at this stage. I just hope that as this plan becomes more popular, they continue to invest in their network to keep up with the demand so speeds stay good. Show details · 1
Latest follow-ups
I ordered The One plan 3 days ago, and marked it for connection today. There was a bit of a problem with payment, but I phoned Exetel's help number and the problem was resolved very quickly. I am very happy with the connection and with the service. Show details
Follow-up · The One internet plan from Exetel is wonderful. Completely trouble free. Speed good, setup good, no dropouts or issues. I've had it for a month and it's simply great.
Very helpful and professional service. A great upgrade at a satisfying plan price. Show details
Follow-up · Previous plan was Exetel 100/40 $90. I was achieving close or above that speed, no dropouts.
I am very impressed by technical knowledge of your representative. He was courteous, friendly and very knowledgeable. It was a stress free changeover to the new system. Show details
Follow-up · So far there were no serious problems with the new service. One issue which I didn't foresee was that I run my laptops on ethernet dongles and this limited the speed to 100. As soon as I replaced the dongles the speed went up to the full speed. It is an excellent service and we are delighted with the results.
Find out how Exetel Broadband compares to other Internet Service Providers
Know better, choose better.
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
When the EXETEL app gave me conflicting information and I could not resolve via the Chat app. It was frustrating. But when I called Hasna listen attentively, then proceeded to answer and resolve my queries with a patient and caring manner. Thank you Hasna, as it definitely took away my frustration, and left me with a positive experience. Show details
I have been a residential customer of Exetel since 2004 & am upgrading to from their 50/20 NBN FTTN to their new 500/50 The One Plan which includes a free upgrade to NBN FTTP. This is a complex process that Exetel staff, particularly residential services client liaison, Shehan, explained clearly and is overseeing the arrangements so all appointments for works proceed smoothly. Exetel has always responded promptly to my ISP needs Show details
These passed 4-5 months the internet has been attrocious, slow connection, buffering, some drop outs and getting worse. If you are a youtube user, or gamer i HIGHLY DONT RECOMEND THIS COMPANY, they all try be good at the start to get you in; then they all fall off in performance. and with FIBRE it should not be this unnacceptable. lost my respect BYE EXETEL never recommending anyone of my friends or family to exetel. Show details
Hi there, We’re sorry to hear about this. DM us your… Read more
I have been with Exetel for several years for, NBN, mobile and VOIP found they have best costs to suit me. Exetel service is always reliable. With the latest NBN prices rises I contacted Exetel to review my packages Exetel were able to give me an excellent price going forward to bundle all my needs. Show details
I changed my ISP to Exetel due to pricing. I needed technical support to reconfigure my router. Insaf was very helpfull and very competent with his assistance. Thank you Insaf. Show details
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Hi Alex, We apologise for any trouble caused. Please DM… Read more