Need to contact Exetel and make sure they reply?
Exetel customer support overview
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.
Common Exetel customer issues and complaints
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.
How to contact Exetel customer support
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.
Exetel key customer policies: refunds, returns, cancellations and more
- 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.
Exetel complaints submitted through Ajust
I tried to clarify a billing concern with Exetel after deciding not to switch providers, but the call dropped before I got answers. Being told I might still be charged without ever using the service has been stressful, and it’s been hard to get clear guidance. I just wanted someone to talk me through what to expect. - Francesco
I’ve been charged for a service that never activated, and every time I tried to reach Exetel I either got no reply or no call back from a manager. Being ignored over and over has been incredibly frustrating when all I’m trying to do is get someone to acknowledge the issue. - Carolyn
I spent 45 minutes on hold just to cancel my plan, only for the call to hang up during the transfer. All I wanted was to give notice and speak to someone, and the process felt impossible to get through. Trying to reach support shouldn’t take this much time. - Tim
I cancelled my order after long delays and hours on hold, but Exetel still sent the modem and charged me. Since then, I’ve waited through two missed collection appointments and a week of unanswered emails. It feels like I’m constantly chasing them just to get a simple response. - Amy
Recent experiences with Exetel customer service
Patient troubleshooting: Customers highlight agents who stay on the line until issues are fixed, explaining steps clearly.
Seamless AI-to-human support: The Mo chatbot can escalate smoothly to live agents, even outside standard hours.
Policy dissatisfaction: Some customers unhappy with the 30-day notice requirement for cancellations.
Official Exetel Customer Service Links & Contact Information
- Exetel Support Centre – Live chat, FAQs, troubleshooting
- 📞 13 39 38 – Phone support
- My Exetel Login – Account management portal
- Complaints Handling Policy – Process & escalation contacts
- Network Outage Advisories – Current service status
- Cancellation Request Info – How to give notice and final billing details
Exetel Contact FAQs
Is Exetel customer support actually reliable if I need help quickly?
Exetel’s customer support is generally reliable, with fast responses through phone, live chat, and the Mo chatbot. Their 4.6/5 Trustpilot score reflects consistently polite, helpful agents. Some customers report longer waits during outages or peak times, so using live chat or the app can give you quicker results. If you’re time-poor, knowing which channel suits your situation helps you get solutions faster without the frustration.
What are the most common Exetel internet and billing issues I should expect?
The most common issues with Exetel are slow internet speeds, dropouts, billing errors and occasional long wait times. These are standard across most telcos, but Exetel typically resolves them quickly. Planning ahead helps—schedule cancellations early, monitor usage, and confirm activation dates. This keeps things smooth and reduces the risk of surprise fees or delays.
What’s the fastest way to contact Exetel support and get a real person?
The quickest way to reach a real person at Exetel is usually live chat, available daily from 9am–9pm AEST with short queues. The Mo chatbot also escalates to a human automatically during live hours. Phone support works well too but can experience delays on weekends or during outages. Choosing the right channel saves time and gets you answers faster.
How does Exetel’s 30-day cancellation policy affect my final bill?
Exetel’s 30-day cancellation policy means you’ll be billed for the full notice period, even on month-to-month plans. Some customers miss this and end up paying an extra month. Giving notice early and confirming your cancellation date helps you avoid unwanted charges and keeps your final bill predictable.
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