Exetel Mobile

If you're looking at the deal offered by this Telco - look away NOW!! they took my phone number and my money on a Friday afternoon. They cannot be contacted on a weekend or a public holiday. Customer service? None Unless you are a professional in IT avoid this company! Show details

Zeehara provided excellent support, solving a serious ongoing problem with internet connection while guiding me through my new phone. You have my vote for Exetel employee of the month! Thank you so much!! Show details

The team at Exetel are all very friendly and extremely helpful. I had lots of issues signing up to one of the mobile data plans but it was a technical fault with Telstra at the time. The team were wonderful in assisting me and I'm very happy with my new much cheaper plan.

Didula assisted me in progressing my esim changeover when i ran into issues. Didula did an amazing job guiding me throughout the process, kept me informed every step of the way and communicated every step to success. Didula is what i have come to expect from excetel, amazing deals and fantastic service

The customer service executive was helpful and attentive throughout the interaction. They patiently listened to all my queries, provided clear and detailed responses, and ensured that all my questions were answered.

I consistently had to reset my phone as I would not have a constant service, often not being able to receive sms, calls and my data was glitchy. Exetel customer service was poor in resolving this issue , which makes me reconsider my nbn plan also. After asking for a resolution on multiple occasions I got a response saying service use was fine ;… Read more

which was not true. This took over 2 weeks to send a non genuine response and I am severely disappointed in my experience so far..

Needed a cheap phone service, exetel does the job on and I appreciate the data banking. I can't access the exetel website or app using their mobile data. As a super busy person, it's really difficult to find the time to call for support when it's likely a fairly technical issue that's going to take time to work through. Would be helpful if they… Read more

had email support. Finally, it would be really nice if they sent their bill reminders BEFORE debiting your account to ensure you have the money there. Failed debits incur a $10 charge on your next bill so be sure to put recurring calendar reminders for your bills if you decide to join exetel.

Overseas and unable to make calls , however was able to contact their customer service !, Have to activate international roaming before travel - unable to activate while overseas

I had a query about Global Roaming. Operative Umesh Rajeev was very helpful and satisfied my query. Before Umesh answered I was on hold for almost 10 minutes while repeatedly hearing “Estimated wait time 30 seconds.

Just changed over to Exetel for NBN FTTP 500 Mbps plan which Exetel resolved overnight! Where I had been attempted to have OPTUS to do 6 times since December 2025! I was already on a OPTUS 50 Mbps plan on FTTN. They kept advising that they had an internal technical problem the fix for which kept going to the right. 20 years with OPTUS but the… Read more

service from EXETEL in also transferring my mobile service means that they have my business forever - particularly considering the easy prompt on line access for resolution of a couple of issues that were due to my error and misunderstandings . Mo the Bot which is the first point of contact for online trouble shooting is excellent. Very highly recommended!! Leonard A

Fixed my problem.Was patient and understanding.No grumpiness! Just found accent a little difficult to understand at times. Was with TPG and IInet you guys are much better and answer the phones quicker.The others take ages

I was having issues after returning from overseas & had no internet with my 5G service. Arun Del Alwis assisted me showing excellent knowledge & very competent. He was friendly & helpful explaining step by step about what I needed to do.

I was not receiving verification text messages. The first contact did not solve the problem. The second phone contact a few days later was successful and the problem was fixed by a very helpful, pleasant and patient operator. Show details

Quickly linked to best help. Operator was empathic and patient in resolving a confusing problem, especially with clients hearing difficulties. Exetel again provided reliable service

After a frustrating live chat regarding order of a new service, I called Exetel and spoke with Zeehara who was incredibly helpful and thorough. She rectified the error made by Fritz (live chat agent), kept me on the line to make sure I received all the necessary information to process my new order and also encouraged me to follow up with her directly should I encounter any problems receiving my order. Thank you.

I recently experienced several technical issues with my account on the website and while activating my eSIM card. I was assisted by Dhanaraj, who demonstrated exceptional knowledge and professionalism throughout the entire process. He quickly identified and resolved all of my issues, providing clear guidance and support every step of the way. His… Read more ·  1

approach was both efficient and courteous, making a potentially frustrating situation much easier to deal with.

Congratulations to Exetel for having such a dedicated and capable team member. Dhanaraj is a true asset to your support team.

Exetel Mobile Service Charged when service could not be used and web site access was not operational for me to cancel my service online so had to send an email before the end of my month. No body in eXetel cares to solve problems either the Call Centre or via email requests. I sold my house at Capalaba in Brisbane on 21 February 2025, I called… Read more

the Call Centre 3 or 4 days before to cancel my home and data services. I was told due to system requirements it may take up to 30 days. I then said the new owners are coming in on the 21st which is 3 or 4 days away, they then ensured that the services were turned off/cancelled on the 21st. So much for system requirements?

I then paid on for another month on my mobile plan on either the 26th or 28th of February 2025 as I needed communication until I flew out of the country forever. I left about 4 days later on a Sunday, so paid a full month for about 4 days use. I tried before and after I left Australia to cancel my service via Exetel web site but for an unknown reason on 5 different devices I could not ever get to the Exetel.com.au web site to sign in?

Finally, I sent an email, about 4 days before the end of the cycle and was given the same line 'it will take up to 30 days", I requested in a reply email that I would not be using the service and eXetel had previously cancelled a service of mine in 4 days and not to take any monies from my account. They did not reply, and they did take monies and sent my account into arears as I only left enough money to pay legitimate bills.

From this point on eXetel Australia have been very difficult to deal with and refuse to address this issue. I was a long-standing customer of about 10 year and never missed a payment.

I know it is only $20, but the principle of big companies making their own rules that are not fair in anyway is the reason that this review is being written. If this review stops 1 person from setting up an account with eXetel it will cost them more than $20 in missing sales. I tried more than 3 times (which is the ombudsman's requirements) to get the $20 fee refunded without result from anyone in eXetel Australia. It is important that big companies behave ethically.

I do not live in Australia anymore, so have asked my good friend in Australia to send this review for me. John McGlinchey customer 341817

I just signed up for s sim only plan for my wife and I, and once received you are meant to activate the cards, this process was like hammering nails into your head, it's not clear and not easy. plus don't expect any help from the live website customer service, they no help at all. since they are prepaid plans I will use the cards for the month, but probably cancel and find a better provider. Show details

Customer service is not their thing – 1 star for customer service, they are either incapable, or unwilling in that respect. Like most telcos in Australia, they are 'good' as long as you do not have any problems with their service. Price wise they are competitive.

Exit[Content Removed] – Their email support has a 4 day turn-around. They couldn't port/churn my mobile numbers from my current isp no matter how many times they tried. I contacted my isp & asked why they were stopping the porting process & they said that it wasn't their doing, it was exetel's fault because they kept entering the details back to front. When I told… Read more

exetel's provisioning or porting team this they got angry with me, so I told them to forget about it. They where so bad I cancelled the whole deal before my two sim cards where activated. And to think I also signed up to their NBN & VoIP.

I tried to cancel this in the same way as the phones but they put up some some resistance this time. They sent me an email saying I had two choices, I could go ahead and confirm the activation or I could terminate it but if I did there would be costs involved if I cancelled while my activation was pending. So because of this I agreed to let the activation process for the internet & home VoIP phone go ahead.

Without a word of a lie they sent me another email the next day that said your NBN connection has been confirmed but we made a mistake, there would have been no charge if you had cancelled before the activation. This sneaky mistake is being investigated.

BAIT AND SWITCH – Advertised 40gb +40gb for the first 6 months, I took the deal. Then get a message I have used 50% of my data. Called Exetel to be informed I only had 1 x 40gb per month, and they had a web site glitch. The deal I purchased had ended months ago, and they could no longer offer or HONER the deal? Show details

Never got a chance to receive my sim card – I ordered a sim card that I did not receive. When I called them, I discovered that there was a problem with my account, but no one contacted me about it! Then, they said they would call me back to solve the problem, but they did not. I called them back twice, but they kept telling me that someone would call me back about it... After a few days of… Read more

waiting, I just ordered a sim card from another provider... Not sure that having to fight to receive a sim card is sign of a good customer service...

Esim doesn't work, no customer service, about to lose my number – I transferred to exetel when looking for a new provider for phone (and later NBN to save money as I'm on a disability pension). I was send the esim and setup was fine. I removed my old sim card and it wiped the esim from my phone. It has been 4 days of trying and it refuses to set it up again. I tired everything. I've never had this problem with… Read more

any other provider. I emailed customer support twice during that time with no help. I can't call out as I have no service. I am unable to change to another provider as I cannot receive a txt with the approval code. I am basically stuck until they feel like actually responding to my emails. If I run out of time or its cancelled I could lose my number permanently. I have ordered a physical replacement sim at an additional cost of $2 (so $18 so far with nothing to show for it). I will have to wait at least 4 more days (weekend) until I have my phone back again.

Update: I'm being charged $5 for a replacement sim that on the customer portal page said was only $2.

Update2: Customer support offered to wave the sim fee but I was still charged with no refund processed. I was contacted by a representative with a detailed email asking about my phone model (iphone 11). I responded but have only received a email in return from different person who is just asking for confirmation of the physical sim delivery. It has been one week since I received the email from them to say it had been posted. It has not arrived. It has been two weeks since I signed up for the service and activated the esim the first time. I am still unable to set it up again a second time. I have received no help. I have no phone service so I am still unable to accept a text to transfer my number to a different carrier. I was still charged the monthly fee.

Update 3: I received the physical sim just over a week after it was posted (over two weeks since transfer of number). It has taken 2 days for it to be activated. I still haven't received any customer support beyond asking if I had received the sim. I still haven't receive the refund promised for the extra cost of the sim ($5). I will be transferring my number away from this awful company as soon as possible.

Update 4: Received a call from tech support to confirm my mobile service was activated and working. Refund for the missing 2.5 weeks and the physical sim sent to the department that handles that sort of thing. I was asked again what happened originally withe esim. I still was offered no explanation or help. Person on the phone was polite. I was asked to amend my reviews to note the service being activated and now working using the physical sim.

Update 5: Months later there was no refund at all. I have put in a dispute with my bank over the charges.

Service never got off the ground – I read the reviews regarding Exetel mobile and I know there customer service is none existent from NBN woes with them but whilst the service is running its a good product so I thought I would give Mobile sim only a try. I applied flawlessly online through my existing account and 3 weeks later NOTHING. The sim was not posted the order just sat… Read more

there. I then contacted Exetel several times and had several replies which amounted to nothing. I then said cancel my order I am no longer interested and they said they weren't able to do that. So I continued to wait, still no sim post out, so I contacted them again and asked are they sending me a sim or not? Eventually I was called by an overseas ''Exetel'' operator. The operator wanted me to give my drivers licence details over the phone? I already have an account with them and have have for 5 years or so. In the end I said I am not giving sensitive info over the phone to someone I do not know and instructed the operator to cancel the order. Sorry I have no review of the service but am so relieved that I did not go ahead.

Do not use Exetel under any circumstances – This review relates to Exetels' business phone service, however, not specifically mobiles. I have never experienced such an inept, unprofessional company in all my working years'. Their call centre is overseas, I don't know if this is part of the problem. However, we've been having problems with their service for many months now. Every time I… Read more

email somebody different replies, even if it relates to an ongoing issue, and each time somebody different replies they give me a different story. Their service is appalling.

service and product not up to Australian standard – They have locked my number and I am unable to transfer my number to a new number. They don't understand you. When I say there's no reception, they say I sent you a text. I can't receive a text if you've cut my line.... Show details