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Exetel

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Exetel is an Australian internet and mobile service provider known for competitive plans and highly rated customer service. On Trustpilot, Exetel scores around 4.6/5, with customers praising polite, knowledgeable, and patient support staff.

Support channels include:

• Phone: 13 39 38 for broadband, mobile, and account help.
  
  
• Live Chat: Available 7 days a week, 9am–9pm AEST, including public holidays.
  
  
• AI Chatbot “Mo”: 24/7 assistance for simple requests, with seamless transfer to a human during live hours.
  
  
• My Exetel portal & app: Manage bills, usage, and requests online.
  
  

While most customers report quick, effective help, some experiences on ProductReview (~2.6/5) mention wait times or policy frustrations. Overall, Exetel’s extended hours, responsive staff, and solution-oriented approach make it a strong choice for accessible, reliable support.

Frequent customer concerns include:

• Internet speed or reliability: Dropouts, slow speeds, or congestion at peak times.
  
  
• Support wait times: Occasional long queues during peak or outage periods.
  
  
• 30-day cancellation notice: Requires one month’s notice, even on month-to-month plans.
  
  
• Billing errors: Occasional overcharges or charges after cancellation.
  
  
• Service activation delays: Connection or modem delivery not always on the promised date.
  
  
• Technical support variance: Most praise agent competence, though complex issues may require escalation.
  
  

Knowing these in advance helps you plan. For example, schedule cancellations early and follow up on activations promptly.

Phone:

• 📞 13 39 38 – Mon–Fri 8:30am–9pm, weekends/public holidays ~10:30am–evening AEST.
  
  

Live Chat:

• 9am–9pm AEST daily, including public holidays, via the Exetel Support Centre.
  
  

AI Chatbot “Mo”:

• 24/7 help for common tasks, with handover to a live agent when needed.
  
  

My Exetel Portal/App:

• Manage your account, pay bills, track usage, and lodge support requests.
  
  

Social Media:

• Facebook Messenger or Twitter can be used for basic updates, though official resolutions happen via phone or chat.
  
  

💡 Tip: Use live chat for quick fixes during busy phone periods, and opt for the callback service if offered.

• 30-Day Cancellation Notice: Required for all internet service cancellations. No lock-in fees on most plans.
  
  
• Refunds: Issued for overpayments or unused service after cancellation; refunded to the original payment method.
  
  
• Billing: Automatic monthly billing via direct debit (late fees apply if unpaid).
  
  
• Equipment Warranty: Modems purchased from Exetel have a 24-month warranty. Faulty units are replaced at no cost.
  
  
• Relocation: Service can be moved to a new address, often with a small relocation fee.
  
  
• Complaints Handling: Formal process with case manager assignment. Aims to resolve within 10 business days.