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james p.Greater Melbourne (Metropolitan), VIC
- 2 reviews
Horrendous. Avoid
I bought their wirless mobile plan thinking it would be fast and easy to set up. How wrong I was. 6 weeks in and I am still trying to speak to someone helpful. My issues are:
- when it connects, it is very slow (running 1x device only and Netflix auto's to low quality
- a lot of the time I get no signal
- tech support are useless with no urgency and poor English/communication skills
- general support is also not helpful
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average_consumer
- 2 reviews
- Verified customer
Porting out made artificially difficult, as admitted by customer service
Wanted to give another mobile provider a try so submitted a porting request at the new provider with my Exetel account details.
New provider came back and said Exetel had rejected porting as the details didn't match what Exetel had.
Contacted Exetel and was told their "customer ID" wasn't really the account number, and the account number was some number even the existence of which I was never told about.
Frustrated by the waste of time, I asked customer service a rhetorical question if they made the porting process artificially difficult, t...Read more
o which they answered yes. Nevertheless, customer service generally answer phone quick enough, though their staff members don't seem to talk to each other, which means if you got transferred during your call likely you'll need to repeat your story.Similar opinion? Write a review on ieatwords.com.au!
Vin LeverMid North Coast, NSW
- 12 reviews
- 2 likes
- Verified customer
One of the Cheaper Services
I do not use my phone often so this service is about as cheap as it gets. I use wifi for phone data.
Got this Optus service after I purchased Exetel NBN service, Previously I had Vodafone which was hopeless in rural areas. Optus is getting better for coverage.
The $14.99 is cheap. (extras when you sign up)
Customer service is actually helpful when you get through to someone.
However there can be delays
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Retail CusomerSouth East Queensland, QLD
- 10 reviews
- 12 likes
Scamers and Theives AVOID at all costs
Joined Exetel as service appeared economical and value for money.
Customer service is ABYSMAL you will wait 20 mins on hold for basic assistance.
Ported a number to another provider Exetel continued to bill me foe a number that was no longer theirs for 3 months. Still waiting on a refund.
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My time is worth less than my money so...
Disclaimer: I do not use my phone often so the cons may be a lot worse.
Pros:
* The price is cheap!
* Customer service IS actually helpful (when you connect to someone).
Cons:
* Customer service waiting time however, is ATROCIOUS.
Phone call: 30 minutes to 1 hour waiting time.
Email: 1 and a half MONTHS waiting time....Read more
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JohnRomsey
- 6 reviews
Extremely non responsive Customer service
My Mobile ported to Exetel fine 8 months ago so once my wife's plan with Virgin Mobile was at an end I thought I would also port my Wife's mobile. Worst mistake I ever made. The phone number ported OK but there was a problem with the Data. I attempted to contact the provisioning team who after 6 hour wait finally responded to advise that it was not a provisioning issue and I needed to submit a new ticket for technical support. Tried to contact technical support to be advised that there would be a 3.5 hour wait but I could request a call back ...Read more
once I reached the front of the queue. I never received a call back. Tried again the next day to receive the same message of a 3 hour delay for support so again requested a call back but also thought I would lodge an Email ticket in the hope that I would get a response either via email or a call back. I received an automated email response stating that that my ticket had been lodged and someone would be in touch with me as soon as possible. After 3 weeks of follow up emails with still no response I decided to call the support number and wait the hour for the call to go through to talk to someone. I could not work out what was wrong as all phone setting were correct so got me to swap the SIM to my phone to see if it was a faulty SIM. Doing this showed the SIM was working fine as Data worked on my phone and when I switched it back to my Wife's phone it also continued to work. Hi thought was that something had not properly activated on their side and switching the sim may have forced the activation. I then requested some form of compensation for the poor support and the fact I had paid for almost a months worth of data that I could not access to be told that it is just tough luck as they could not identify what had caused the problem. Avoid Exetel at all costs.Similar opinion? Write a review on ieatwords.com.au!
alexnatGreater Melbourne (Outer), VIC
- 4 reviews
2 kids mobile - working great so far
No issues at all. They're slow to respond to emails, and to update the Exetel app (which could use some alias naming benefits, as opposed to phone numbers), but overall the actual phone service works fine. Had no issues. You can also set spend control so that if the kids hit the 2Gb, the data turns off and you don't pay any more
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Brian CSouth East Queensland, QLD
- 3 reviews
- 3 likes
terrible customer service
I made the mistake of applying for the $8.99 a month mobile, what a mistake it took them 12 days to send out a sim card, phoned many times and recording said they would call back within 80 minutes, never received a call back, sent numerous emails and got replies that they would get back to me within two working days, never received an answer to my messages. When I received the sim card they didn't send the password to log on. Sent message to them by email saying please cancel my application, never bothered to reply. This is the worst service ever experienced.
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mikeGreater Melbourne (Inner), VIC
- 7 reviews
- 2 likes
Dodgy business model
I changed SIM providers on about the 19th June.
I noticed I was still signed up to them at the start of July and called them up to make sure my plan gets cancelled.
Exetel claims that their T+Cs say I needed to give them 20days notice to cancel my plan.
So even though their SIM would no longer have worked from the 19th onwards, it turns out I would have had to tell them about this back in May!
I am now getting charged for the whole of July! 1.5 months after their SIM would no longer work.
Whatever money I saved from going with them I would have lost from having to pay for an extra month for absolutely nothing.
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ZayPerth, WA
- 11 reviews
Terrible Mobile Reception PLUS Taking Out Extra Money From My Account!!!
Terrible Mobile Reception as well as taking extra money out of my account!!!
I bought the $8.99 sim only mobile plan & the reception is terrible 95% of the time! Friends keep asking me why my mobile is off all the time, even though it's not, it's just the poor reception! The mobile data is almost always on 3G instead of 4G! I had the same problem with Amaysim & I guess Optus has never been good to me!
Another problem is that they keep charging me for using a credit card even though I used my bank details which is supposed to not charge you any fees, but they kept charging me!
I would not recommend Exetel for a mobile plan & I couldn't be happier that I'm not longer a customer!
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RobboPerth, WA
- 5 reviews
Shambles
Switched from Optus mobile after reading positive WhistleOut review....was a big mistake. This company just can't deliver and reasonable service. If you make the effort to try to sort their mistakes out it must be done by phone and is like pulling teeth...and when you finally get to talk to the remote call center their promises never delivered. Billing is an absolute mess, emails never answered. Stay away!
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leckielou
- 2 reviews
Porting away from EXETEL is not easy
Trying to port my number FROM Exetel to new provider. Twice now Exetel rejected the portingl. Seems I have to get a porting code to use for the new provider. Just rang Exetel to get code ?!?! 81 custs in front of me. 78 minutes approx wait time. Arranged for them to save my place and call me back..... I have done that twice before with NO CALL BACK. I cannot deal with a company that has no cust service. This is like Hotel California - you can check out any time you want but you can ever leave!
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howiej0Richmond-Tweed, NSW
- 8 reviews
Exetel's unsurpassed incompetence
I ported my number to Exetel and left after a month or so. They never had messaging work, never responded to tickets. Now porting back has been going 3+ weeks
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QuickpigSoldiers Point
- 29 reviews
- 2 likes
Worth the effort
What should have been a simple switch from Optus to Exetel proved to be quite the opposite. To be fair, this could have been the fault of Optus. Apparently, porting a number from one network to the same network is difficult because it is done manually. I've been told it's quicker to change networks and back again, because this process is done automatically. Exetel got there in the end and the deal is so much better than Optus, I think it was worth the effort.
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sidSouth East Queensland, QLD
- 2 reviews
- 2 likes
Stay away ... they are just robbers
After hour an half waiting You will deal \with rude customer Service Never go with Exetel, it's horrible. Crap. Not value of money. Worst customer Service. They always have problem, not reliable. They false information. So many things. Please do not go with Exetel. You will be scammed.
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Greg C.Metropolitan Adelaide, SA
Shocking waiting times!!!
Received two sim cards. Attempted to activate one via the website as per the instructions that arrived with the sim card. It said it should normally take 30 mins. Nothing happened, just got SOS only. Couldn't see the second sim card on my online account so decided to call for assistance.
I was told that I was caller number 21 in the queue and that there would an approximate wait of 24 mins. It took closer to 40 mins. The tech support guy told me that the other sim was set up against a different account, even though I called to ask for bo...Read more
th to be put on the same account!!! He said no worries, I'll activate it. It took 15mins. Back to the first sim card. Still not activated the following morning, despite following the instructions to turn the phone off and then back on. Called again, again ridiculously long wait times. Estimate was one minute with 11 callers. Their software needs a serious overhaul!!! Finally got through and was told to wait while the tech guy looks into it. He finally comes back to me and says "I just sent you a ticket via text, is that correct?". That was correct. "Okay I'll transfer you through to the connections team". Great I thought. But oh no, I'm back in a queue. This time waiting over 25 mins!!!! To make matters worse, option 7 for them to call you back didn't work!!! Think long and hard before making the decision to join Exetel!!! Great prices but shocking service.Similar opinion? Write a review on ieatwords.com.au!
HendoGreater Melbourne (Outer), VIC
- 17 reviews
- 1 like
Worst of the worst
I waited more than 3 weeks before my SIM card finally arrived in the mail and that was only after emailing them.
Now it has been 48 hours since inserting the sim into my phone and I still only get SOS only.
Can’t even attempt to activate. Tried ringing them on husbands phone for help but no one picks up.
Don’t bother with them.
Going back to Amaysim. Exetel was a supposedly cheaper option but so not worth it.
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Reiwa
- 2 reviews
- 1 like
Almost non-existent customer service
When I signed up for the service, I understood that poring from another Optus carrier could take up to 3 business days. Now it has been 2 weeks since instigated the porting on the web (I clicked "activate") after receiving the sim. I emailed them 3 days ago them and have not heard the any response except for the auto reply. I tried to post on their help forum but it is practically impossible. Nobody picks up the phone and I could not leave a voicemail. Is there any human there at all at the other end with this company? I regret choosing Exetel already.
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Useless. Won't port number
Tried to switch from Amaysim, but Exetel won't port number. Their systems aren't working properly and you get stuck between two mobile providers indefinitely (3 weeks now and counting) . No points of escalation available, emails not answered, the only option to speak to a real person is to choose "become a client", as "support" appears to have no staff assigned. Very different to what it was a year ago. Exetel is not ready to be a mobile provider yet, unfortunately.
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Update: after 3 weeks of waiting and several hours on the phone my number finally got ported. Appears to be working now: voice, SMS, internet are all working.
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HarkeMetropolitan Adelaide, SA
- 3 reviews
worst customer service, nobody takes your phone
how are they allowed to operate in australia???
does somebody picks the phone up??
how long i have to wait??
i am talking before Colombo bombing. Now they have an excuse of Colombo bombing to get customers to wait even for days, Apparently, they have call centres in Colombo.
got a Exetel sim card online and tried to port my existing number to exetel, did it online, its been nearly a month, never ported. I tried to ring them, finally a girl picked the phone up after several attempts and hours of long wait. But she transferred me through to ot...Read more
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Reiwa
Update: it took 2 weeks for them to get back and then finally implement voice service. It took another phone call to fix sms and data situation (which was very quickly done after I contacted them). It... Read more
is still not clear how to set up voice mail service. It is probably one of the cheapest telecoms but I don't know if it is worth given how much I had to nudge them to make things happen. It takes a lot of patience.