Exetel User Reviews

Name: Exetel
Rating: 4.32251 (431 reviews)

Exetel

Exetel Pty Ltd

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Great app, but…

Overall it’s great, but it needs a live chat dedicated button, speed test, and a Port Reset Button – “Use this if your service is not in sync or is having low speeds.”

The live chat is so hidden, you press on technical support and it loads a website where the live chat button is so tiny you can barely see it. It’s not good enough. Please improve it.

g13n-AU

a month ago

Response from developer

Hi there, Sorry to hear about your troubles. Please contact our support team via live chat through the app or website, and our team will look into the issue and assist you in resolving it. Cheers, Exetel

signing in

Updated app…. no longer able to sign in….stating error.
nothing has changed my end, same email address, same postcode, same everything….. ????

big-al36

a month ago

Response from developer

Terrible UI

Crashes every time you start having a conversation with tech support/live chat. Requires you to login and setup the app repeatedly. Also
Created service orders to send technicians to previous addresses

N4me.t4ken!!

2 months ago

Response from developer

Hi there, Sorry to hear that you've been having trouble with the app. If you're still experiencing the issue, please reach out to our support team via live chat (via App/website). They'll be able to investigate what's happening and work with you to get it resolved. Cheers, Exetel

Not happy

Had terrible time with this App - keeps treating me like new customer every time so go to sign in, can’t get exray to work - even had problems trying to sign up to One - spent 3 hrs on a Sunday trying to work out internet issues and app issues - still not good with internet constantly dropping out - can’t access exray to try and sort it out.

Lulubanjo

3 months ago

Response from developer

Hi there, Sorry to hear about your experience. Please reach out to our Support team via live chat through the app or website, and we’ll look into this and assist you further. Cheers, Exetel

Upgrade to OnePlan doesn’t succeed

Upgrade to OnePlan doesn’t work. It complains that details are incorrect, despite the correct payment details provided and asks to call customer care.

barv7

4 months ago

Response from developer

Hi there, Sorry you’re having trouble upgrading to OnePlan. Please contact our support team via chat so we can help resolve the payment issue quickly. Cheers, Exetel

Not working

Was okay; went to log back in after not using for a while. Told I was already logged in somewhere else (was not); Refused to accept my password which I know is correct as had saved in password keeper and had not changed recently (was working last time). Confirmed no change of password emails (and still getting account emails on that address). Decided to do change password anyway and get a ‘500 error’

IrritatingAsHell42

6 months ago

Slick new rebrand

Really liking the refreshed Exetel app. The new look is clean, fast and far easier to navigate. The features being rolled out feel genuinely useful, not just cosmetic. Good to see the app getting consistent improvements.

mudzsri

8 months ago

Horrible service

Horrible service all round it’s taken over 3 weeks for someone to even respond to me and I still have no internet access, just giving me a run around and not actually doing anything about it, they have no clue what’s going on or how to do anything

FCKPKM

8 months ago

Nothing works

I tried to upgrade to the new one plan, it didn’t work and my original plan continued.

I tried to schedule my speed boost, since I couldn’t upgrade to the plan, but I also can’t do that because I can’t even pick a date and time on the scheduling page.

The app is absolutely garbage.

Mangolishious

9 months ago

Response from developer

Hi Mangolishious, Sorry to hear you’re having trouble! If you’re experiencing issues with the app or Speed Boosts, please reach out to our support team via live chat, we’ll do our best to get it sorted for you. Cheers, Exetel

Good simple app

Good simple app.
I would like to see a actual speed test feature so I can see what I’m getting down and up

Nick X H

9 months ago

Exray feature does not work

Exray feature appears to restart multiple times. Eventually get a notification saying check has finished. When you click on notification it either shows spinning wheel (waiting) or opens bills.

@mickeysyd

10 months ago

Response from developer

Thanks for flagging this issue with the Exray feature. That definitely doesn’t sound right. To help us investigate, please provide your phone model and check that you're using the latest version of the app. Also, feel free to send us your customer ID or service number so our support team can look into this further for you. Cheers, Exetel Team.

Terrible onboarding experience

Since i changed to the One plan its been nothing but pain. I’m trying to add another service and that service gets created with a new customer id. Technical support is so out of touch and didn’t provide any useful service. Why can’t I have everything under one account? It shouldn’t be this hard

Stevce Stoj

10 months ago

Response from developer

Thanks for your feedback, and we're really sorry to hear about the frustration you've experienced since moving to the One plan. We understand how inconvenient it is to have multiple customer IDs. You can request the live chat team to have both customer IDs combined so your services appear under the same account. Please send us your customer IDs or service numbers, and our case manager will reach out to help get this sorted for you. Cheers, Exetel Team.

Doesn’t work

So frustrating. Been on phone multiple times with support who have raised multiple support tickets that I cannot login. They’ve changed my email and credentials and they can’t get it to work. Now im stuck on a stupid faulty plan that fails due to CG-NAT issues and cant cancel because the only way to cancel is in a faulty app. Don’t get exetel unless you get a static ip for $5 extra per month.

Condog72

10 months ago

Response from developer

Hi, We’re really sorry to hear about the frustrating experience you’ve had. To help resolve this as quickly as possible, could you please provide your service number? Our case manager will reach out to you directly to assist. Unfortunately, no static IP on IPV4, but all Exetel The One customers are now getting a dynamic IPv6 address at no extra cost. It’s great for things like remote access, hosting servers, and online gaming. Plus, it’s part of our promise to deliver a simple and affordable internet experience. Check out our support centre for more information: https://support.exetel.com.au/support-hub-article/Our-service-on-IPV6 Cheers, Exetel Team.

Can’t sign in!!!!

When ever trying to login, it says logged in and then goes into a login chain were it never actually signs me in, I have no clue how they put everything you need in an app that doesn’t even do a simple thing like signing in

Gdog876

a year ago

Response from developer

We’re sorry to hear you’re having trouble logging in to the app. That sounds frustrating. This issue might be caused by a session or cache problem. Please try clearing the app cache or reinstalling the app. If the problem continues, please reach out to our live chat or tech support team who can assist you further. Thanks for your patience. Cheers, Exetel Team.

Doesn’t work for me

Enter my email address and postcode as instructed - get an “invalid” error message despite Exetel confirming these details as correct.
Try the alternative method using customer id - this also fails as the app expects 6 digit number rather than the correct 5 digits.
Infuriating!!

Sbxhfk

a year ago

Response from developer

We apologise for the inconvenience you’re experiencing with the app. Please provide your full name, email address, postcode, and customer ID via direct message. A case manager will review your details and get back to you promptly to assist further. For urgent assistance, please reach out to Exetel live chat. Thank you for your patience. Cheers, Exetel Team.

How apps should be

Easy to walk through, love the UI, feels very fresh and new. Worked perfectly to sign me up. No complaints love it!

SwoleMoto

a year ago

Frustrating!

There are major issues with this app:

1. The app consistently logs me out for some reason, even though I enable Face ID within the app settings. I've tried deleting then reinstalling the app but I consistently have to keep re-entering my user name and password to log in.

2. Downloading pdfs of invoices doesn't work for me.

3. Attempting to input dates for scheduling a speed boost is cumbersome.

4. It's now a long time since this app was first released abs it's still terrible.

Get your act together, Exetel!

_JONS_

a year ago

Was Good Now Poor

Can only do basics. Speed boost appears elusive in this app. Can change payment details which is okay. Can change plan but my experience is that does not work and I was billed for the same plan even after changing. Better NBN providers elsewhere.

Sea Awl

a year ago

Payments and Inovices

Unable to view invoices and make a variety payments through the app. Prompted to call Exetel, when this is usually discouraged. I now instead go to the website on my phone instead of the app as it at least provides options for payments.

XaviereivaX

a year ago

Log in almost never works

It would be a handy app if it worked reliably. Ironically it doesn’t appear to log in when I’m on their mobile network, only when I’m on wifi.

Bagnolia

a year ago