Based on checking the website Exetel.com.au, it’s clear they are a prominent Australian telecommunications provider offering a range of internet and mobile services.

My initial assessment points to a company striving for competitive pricing and a broad service portfolio, aiming to cater to diverse consumer and business needs across Australia.

This review will delve into the various facets of Exetel’s offerings, customer experiences, and overall value proposition, drawing insights from publicly available information and user feedback to provide a comprehensive picture for anyone considering their services.

Find detailed reviews on Trustpilot, Reddit, and BBB.org, for software products you can also check Producthunt.

IMPORTANT: We have not personally tested this company’s services. This review is based solely on information provided by the company on their website. For independent, verified user experiences, please refer to trusted sources such as Trustpilot, Reddit, and BBB.org.

Table of Contents

Understanding Exetel’s Core Offerings

Their business model revolves around providing robust internet services, leveraging existing national infrastructure, and complementing this with mobile services.

It’s a pragmatic approach that allows them to scale and offer diverse plans.

NBN Internet Services

The National Broadband Network NBN is the backbone of internet connectivity in Australia, and Exetel’s NBN offerings are central to their residential and business appeal.

They provide a range of speed tiers to suit different user demands.

Speed Tiers Available: Exetel offers plans across various NBN speed tiers, from NBN 25 Standard Evening Speed for basic browsing and streaming to NBN 100 Fast Evening Speed and even NBN 250 Superfast Evening Speed or NBN 1000 Ultrafast Evening Speed for heavy users, large households, or small businesses. This tiered approach allows customers to select a plan that aligns with their actual usage patterns and budget.
Typical Evening Speeds: A crucial metric for NBN providers is the “typical evening speed,” which indicates the speed users can realistically expect during peak usage hours 7 PM to 11 PM. Exetel often publishes these figures, and they are generally competitive with other RSPs Retail Service Providers, demonstrating transparency. For instance, their NBN 50 plans might show typical evening speeds around 40-45 Mbps, while NBN 100 plans could be in the 90-95 Mbps range, though actual speeds can vary due to network congestion and home setup.
Contract Options and Setup Fees: Many of Exetel’s NBN plans are offered on a no-contract basis, providing flexibility for customers who prefer not to be locked into long-term commitments. While some plans might come with a modem included, others may require customers to bring their own or purchase one, which can influence initial setup costs. It’s always wise to check for any activation or hardware fees before signing up.
Data Allowances: The majority of Exetel’s NBN plans come with unlimited data, which is a significant draw for most users today. This means you don’t have to worry about data caps or excess usage charges, making it easier to manage your monthly budget and usage.

Mobile Services

Beyond NBN, Exetel also extends its reach into the mobile market, providing mobile phone and data plans.

This allows them to offer a more complete telecommunications solution to their customer base.

Network Coverage: Exetel typically operates as a Mobile Virtual Network Operator MVNO, leveraging one of Australia’s major mobile networks often Optus or Telstra, depending on their wholesale agreements. This means their mobile coverage generally mirrors that of the underlying network, which is usually extensive across populated areas in Australia.
Plan Variety: Their mobile plans usually include a range of data allowances, unlimited national calls, and texts. They often cater to different usage profiles, from light data users to those who consume significant amounts of mobile data. Prepaid and postpaid options might be available, offering flexibility.
International Inclusions: Some higher-tier mobile plans may include international call minutes or international roaming options, which can be beneficial for those who frequently communicate with contacts overseas or travel internationally.
eSIM Availability: In line with modern mobile technology, Exetel may offer eSIM support for compatible devices, providing an alternative to physical SIM cards and enabling easier plan activation or switching.

Navigating Customer Service and Support

Customer service is often a make-or-break factor for telco providers.

Exetel’s approach to support is multi-faceted, aiming to provide various channels for customers to get assistance.

Support Channels

Exetel typically offers a range of channels through which customers can seek help.

Online Self-Service Portal: A dedicated online portal allows customers to manage their accounts, view usage, pay bills, and sometimes troubleshoot common issues. This empowers users to resolve basic queries independently.
Live Chat: Many modern providers, including Exetel, offer live chat support on their websites. This can be a quick and convenient way to get real-time answers to less complex questions or immediate assistance.
Phone Support: For more complex issues or when direct interaction is preferred, phone support remains a vital channel. Availability and wait times can vary, so it’s worth checking their operating hours.
Email Support: For non-urgent inquiries or detailed requests, email support allows customers to send comprehensive queries and receive a documented response. Response times might be longer compared to live chat or phone.

User Feedback on Support Experiences

Customer feedback on telco support can be quite varied, and Exetel is no exception. Rebelsfunding.com Reviews

Reviews often highlight both positive and negative experiences.

Mixed Reviews: Some users report efficient and helpful interactions, particularly for straightforward queries, praising the knowledge of support staff. However, others may express frustration over long wait times, a perceived lack of technical expertise for complex issues, or difficulty in reaching resolutions for persistent problems.
Technical Support: For NBN and mobile connectivity issues, the quality of technical support is paramount. Feedback often indicates that initial troubleshooting steps are covered, but deeper technical diagnostics might require escalation, which can sometimes extend resolution times.
Billing and Account Management: For billing queries or account changes, users generally expect clear and concise information. While many experiences are smooth, occasional discrepancies or miscommunications can lead to negative feedback. It’s crucial for providers to ensure their billing systems are robust and transparent.
Online Reputation Management: Like many companies, Exetel faces the challenge of managing its online reputation across various review platforms. They often engage with customer feedback to address concerns and improve service quality.

Pricing and Value Proposition

When considering a telco provider, the balance between price and the value offered is key.

Exetel aims to position itself as a competitive option in the market.

Competitive Pricing Strategy

Exetel is often known for its aggressive pricing, especially on introductory offers.

Introductory Offers: It’s common for Exetel to offer promotional pricing for the first 6 or 12 months, particularly for new NBN customers. These deals can be very attractive and provide a strong incentive to switch providers. However, it’s essential to note the price after the promotional period ends, as it often reverts to a standard rate.
Standard Plan Costs: Outside of promotions, Exetel’s standard NBN and mobile plan costs are generally competitive with other major and smaller RSPs in Australia. They aim to offer value for money by providing substantial data allowances and decent speeds at reasonable price points.
Bundle Discounts: While less common for pure internet and mobile, some providers offer discounts when customers bundle multiple services. Exetel may explore such options to enhance customer loyalty and perceived value, though specific bundle deals should be checked directly on their website.

Value-Added Services

Beyond raw speed and data, value-added services can enhance a provider’s appeal.

Static IP Addresses: For certain NBN plans, particularly those aimed at businesses or advanced users, Exetel may offer a static IP address as an optional add-on or included feature. This is valuable for those who need to remotely access their network or host servers.
VoIP Phone Services: Many NBN plans can be bundled with Voice over Internet Protocol VoIP phone services, allowing customers to make calls over their internet connection. Exetel might offer various call packs, including unlimited national calls or international call allowances.
Email Services: While less emphasized today due to the prevalence of free email providers, some telcos like Exetel historically offered email addresses tied to their service. This might still be an option for long-standing customers or specific plans.
No Lock-in Contracts: The availability of no lock-in contracts is a significant value proposition for many users. It provides flexibility and allows customers to switch providers if their needs change or if they find a better deal elsewhere without incurring early termination fees. This flexibility is a key differentiator.

Technical Performance and Reliability

A stable and fast internet connection is paramount for most users today.

Exetel’s technical performance and reliability are crucial aspects of their service delivery.

NBN Performance Metrics

Understanding how Exetel’s NBN services perform involves looking at various technical metrics.

Typical Evening Speeds Revisited: As mentioned earlier, typical evening speeds are the best indicator of real-world NBN performance during peak hours. Exetel’s published speeds are generally in line with what’s expected for their respective tiers, though individual experiences can vary based on the NBN technology type at the premises FTTP, FTTN, HFC, etc. and in-home setup.
Network Congestion Management: Providers like Exetel purchase Connectivity Virtual Circuits CVC from NBN Co, which dictates their capacity on the NBN network. Effective CVC management is key to minimizing network congestion, especially during peak times. Exetel aims to optimize their CVC to provide consistent speeds.
Latency and Jitter: For activities like online gaming or video conferencing, low latency ping and minimal jitter variation in ping are important. While NBN technology type plays a role, Exetel’s network routing can also influence these metrics, and general feedback suggests they offer reasonably stable connections.
Outage Frequency and Resolution: While no network is immune to outages, the frequency and speed of resolution are critical. Users expect timely communication during outages and efficient restoration of services. Exetel, like other providers, has systems in place to monitor and address network issues.

Mobile Network Performance

The performance of Exetel’s mobile services hinges on the underlying network they use.

Coverage Extent: Since Exetel operates on a major Australian mobile network, its 4G and 5G coverage where available will generally mirror that of the host network. This typically means good coverage in metropolitan areas and major regional centers, with more limited coverage in very remote locations.
Data Speeds: Mobile data speeds can vary significantly based on location, network congestion, and device. Exetel’s plans typically specify typical download and upload speeds users can expect on their network, which are often competitive for an MVNO.
Call Quality: Voice call quality is usually high on modern mobile networks. Any issues are more likely to be localized or device-specific rather than a widespread network problem from the provider’s side.
Reliability in Different Environments: Users expect mobile services to be reliable whether they are at home, commuting, or in various outdoor settings. The performance will depend on the strength of the signal from the underlying network’s towers in those specific locations.

Installation and Activation Process

Getting set up with a new internet or mobile service can sometimes be a hurdle. Hfe-signs.co.uk Reviews

Exetel’s process aims to be as straightforward as possible, though some factors are beyond their direct control.

NBN Installation Steps

The NBN installation process depends heavily on the NBN technology type at your address.

New NBN Connection: If your premises has never had NBN before, or if it’s a completely new build, an NBN Co technician may need to visit to install the necessary equipment e.g., NBN connection box. Exetel coordinates this appointment with NBN Co.
Connecting an Existing NBN Service: If NBN has been active at your address previously, the process is generally simpler, often involving a “self-installation” where you just plug in your modem/router. Exetel provides instructions for this.
Modem Configuration: Once the physical connection is sorted, customers need to configure their modem/router. Exetel usually provides clear setup guides, and some modems they supply might come pre-configured for their network.
Estimated Activation Times: Activation times can vary. A standard NBN connection transfer might take a few business days, while a new NBN installation requiring a technician visit could take 1-3 weeks depending on NBN Co’s scheduling availability. Exetel provides estimates during the sign-up process.

Mobile Service Activation

Activating a mobile service is typically less complex than NBN.

SIM Card Delivery: Once you sign up for an Exetel mobile plan, a SIM card or eSIM details is usually dispatched to your address. The delivery time can vary depending on standard postal services.
Activation Process: Upon receiving the SIM, customers generally activate it online via Exetel’s website or app. This usually involves entering some personal details and the SIM card number.
Number Porting: If you’re bringing your existing mobile number to Exetel, the porting process can take anywhere from a few hours to a few business days. During this time, your old SIM might still be active until the port completes.
Troubleshooting: While activation is usually smooth, issues can arise. Exetel’s support channels are available for assistance if you encounter any difficulties during the SIM activation or number porting process.

Business and Enterprise Solutions

Exetel doesn’t just cater to residential customers.

They also have a dedicated focus on providing connectivity solutions for businesses, recognizing their distinct needs.

NBN for Business

Businesses often require higher reliability, specific features, and dedicated support, which Exetel aims to provide through its business NBN offerings.

SLA Service Level Agreements: Unlike residential NBN, business-grade NBN plans often come with Service Level Agreements SLAs that guarantee certain levels of uptime, fault resolution times, and network performance. This provides businesses with greater assurance of consistent connectivity.
Enhanced Support: Business customers typically receive priority support and access to dedicated business support teams who understand their operational needs better. This ensures faster resolution of critical issues.
Static IP Addresses: Static IP addresses are almost always included or readily available for business NBN plans, which is crucial for hosting servers, VPNs, and other business applications that require a consistent public IP.
Voice and Data Bundles: Exetel might offer integrated voice and data solutions for businesses, combining NBN internet with business-grade VoIP phone systems, potentially including features like multiple lines, call forwarding, and more. This streamlines communications for organizations.

Enterprise Connectivity

For larger organizations or those with more complex networking requirements, Exetel provides enterprise-level connectivity solutions.

Fibre and Ethernet Services: Beyond standard NBN, Exetel may offer dedicated fibre optic connections or Ethernet over NBN EoN services for businesses requiring symmetrical speeds, guaranteed bandwidth, and superior reliability. These services are often tailored to specific client needs.
Managed Network Services: Larger enterprises might opt for managed network services, where Exetel takes responsibility for monitoring, managing, and maintaining the client’s network infrastructure, allowing the business to focus on its core operations.
Cloud Connectivity: With the increasing adoption of cloud services, Exetel might offer direct or optimized connectivity to major cloud providers, ensuring low-latency and high-bandwidth access for cloud-hosted applications and data.

Exetel’s Community Engagement and Corporate Responsibility

Beyond simply providing services, a company’s approach to community engagement and corporate responsibility can reflect its broader values and commitment to society.

Community Initiatives

Exetel, as an established Australian company, may participate in or support various community-focused initiatives.

Sponsorships: This could include sponsoring local sports clubs, community events, or educational programs. Such sponsorships demonstrate a commitment to supporting the areas where their customers live and work.
Digital Inclusion Programs: Given their role in connectivity, Exetel might engage in programs aimed at bridging the digital divide, helping disadvantaged groups access internet services or digital literacy training.
Environmental Responsibility: Companies are increasingly held accountable for their environmental footprint. Exetel might have initiatives related to energy efficiency in their operations, waste reduction, or supporting renewable energy sources.

Industry Accreditations and Standards

Adherence to industry standards and obtaining relevant accreditations showcases a provider’s commitment to quality and ethical operations. Nobalifestyle.com Reviews

Telecommunications Industry Ombudsman TIO Compliance: All Australian telcos must comply with the TIO’s rules and guidelines, which protect consumer rights and provide a dispute resolution mechanism. Exetel, like other providers, is subject to TIO oversight.
ACMA Compliance: The Australian Communications and Media Authority ACMA regulates the telecommunications industry. Exetel must adhere to ACMA’s regulations regarding consumer protection, licensing, and operational standards.
Customer Service Charters: Some providers publish customer service charters outlining their commitment to service standards, response times, and dispute resolution processes. While not a formal accreditation, it reflects transparency and accountability.
Data Privacy and Security Certifications: In an era of heightened data sensitivity, having certifications related to data privacy e.g., compliance with Australian Privacy Principles and information security management systems e.g., ISO 27001 would signify a strong commitment to protecting customer data. While specific certifications aren’t always publicly advertised for telcos, adherence to these principles is expected.

Comparing Exetel to Competitors

In a crowded Australian telco market, understanding how Exetel stacks up against its rivals is essential for making an informed decision.

Major Telcos vs. Smaller RSPs

The Australian market is broadly divided into major players and a multitude of smaller RSPs.

Major Telcos e.g., Telstra, Optus, TPG: These providers often own significant infrastructure, offer a very broad range of services including pay TV, entertainment bundles, and sometimes exclusive content, and have extensive retail presences. They typically come with a higher price point but can offer perceived stability and extensive support networks. Exetel, as an RSP, generally competes on price and specific value propositions rather than broad infrastructure ownership.
Smaller RSPs e.g., Aussie Broadband, Superloop, Dodo: Exetel directly competes with other smaller RSPs. These providers often focus on niche markets, offer highly competitive pricing, or differentiate themselves through specific service aspects like customer service or technical features. The competition among RSPs is fierce, benefiting consumers with diverse choices.

Key Differentiating Factors

What makes Exetel stand out, or where might it fall short, compared to its competitors?

Pricing: Exetel often leverages competitive pricing, especially for NBN plans, as a primary differentiator. Their introductory offers can be among the cheapest in the market, appealing to budget-conscious consumers.
Customer Service Model: While some RSPs might focus on onshore support only, Exetel, like many larger players, may employ a mixed model. The efficiency and expertise of their support teams can be a significant differentiator, with some competitors gaining strong reputations for superior customer service.
Technical Features: The availability of features like static IP addresses, specific VoIP options, or support for higher NBN speed tiers can differentiate Exetel. Some providers might offer unique tech-focused features or very robust network performance.
Network Management and Congestion: A key battleground among NBN providers is how effectively they manage network capacity to deliver consistent typical evening speeds. Providers with a strong focus on purchasing sufficient CVC often stand out for their reliable performance during peak hours. Exetel aims to provide a solid balance here.
Product Ecosystem: Some competitors might offer more extensive product ecosystems, bundling mobile, NBN, energy, or entertainment services. Exetel’s focus primarily remains on NBN and mobile. This narrower focus can be a strength, allowing them to specialize, or a weakness if customers prefer a single-provider solution for all their utilities.

Frequently Asked Questions

What is Exetel.com.au?

Exetel.com.au is the official website for Exetel, an Australian telecommunications company that provides a range of internet and mobile services to residential and business customers across Australia.

What services does Exetel offer?

Exetel primarily offers National Broadband Network NBN internet services across various speed tiers, as well as mobile phone and mobile broadband plans.

They may also offer related services like VoIP phone lines.

Is Exetel a reliable NBN provider?

Based on publicly available information and typical evening speed reports, Exetel generally aims to provide reliable NBN services.

Reliability can vary based on your specific NBN technology type and local network conditions, but they strive to manage network capacity to offer consistent speeds.

Does Exetel offer unlimited NBN data?

Yes, the majority of Exetel’s NBN plans come with unlimited data, meaning you won’t incur excess usage charges or have data caps on your internet usage.

Does Exetel use the Telstra or Optus network for mobile services?

Exetel operates as a Mobile Virtual Network Operator MVNO, and the specific underlying network they use e.g., Optus or Telstra can vary based on their wholesale agreements. Zerossl.com Reviews

You should check their current mobile plans for details on the network they leverage.

How do I contact Exetel customer support?

Exetel typically offers various customer support channels, including an online self-service portal, live chat on their website, phone support, and email support.

Specific contact details and operating hours can be found on their website.

Can I get a static IP address with Exetel?

Yes, Exetel often offers static IP addresses as an optional add-on for some of their NBN plans, particularly those aimed at businesses or advanced home users. You should confirm this when signing up.

Are Exetel NBN plans no-contract?

Many of Exetel’s NBN plans are offered on a no lock-in contract basis, providing customers with flexibility.

However, it’s always advisable to confirm the terms and conditions for your chosen plan.

What are Exetel’s typical evening speeds for NBN?

Exetel publishes typical evening speeds for their NBN plans on their website.

For example, an NBN 50 plan might show typical evening speeds around 40-45 Mbps, and an NBN 100 plan around 90-95 Mbps, though these figures can fluctuate.

How long does Exetel NBN activation take?

NBN activation times vary.

A standard NBN connection transfer might take a few business days, while a new NBN installation requiring a technician visit could take 1-3 weeks depending on NBN Co’s scheduling and the complexity of the installation. Dsasolar.co.uk Reviews

Does Exetel offer 5G mobile plans?

Exetel’s availability of 5G mobile plans depends on their wholesale agreements with the underlying network provider.

You should check their current mobile offerings on their website to see if 5G is supported.

Can I keep my existing phone number when switching to Exetel mobile?

Yes, you can typically port keep your existing mobile phone number when you switch to Exetel mobile services.

The porting process usually takes a few hours to a few business days.

Does Exetel provide modems for NBN?

Exetel may provide modems as part of some NBN plans, either included or for purchase.

Alternatively, you might be required to bring your own compatible NBN modem/router.

Check the specific plan details for hardware inclusions.

Is Exetel good for online gaming?

For online gaming, low latency ping and stable speeds are crucial.

Exetel’s NBN services generally provide stable connections, but actual performance for gaming can depend on your specific NBN technology type, plan speed, and network conditions in your area.

How does Exetel compare to other NBN providers in Australia?

Exetel is generally competitive on price, especially with introductory offers. Speedydecal.com Reviews

It competes with both major telcos and other smaller RSPs, often differentiating itself through cost-effectiveness and sometimes specific technical features.

Are there any setup fees for Exetel NBN plans?

Setup fees can vary depending on the specific NBN plan and whether you require a new NBN connection or a modem.

It’s important to review the terms and conditions of your chosen plan for any activation or hardware fees.

Does Exetel offer business NBN plans?

Yes, Exetel provides dedicated NBN plans and solutions for businesses, which often come with features like Service Level Agreements SLAs, enhanced support, and static IP addresses.

What should I do if my Exetel NBN connection is slow?

If your Exetel NBN connection is slow, first try basic troubleshooting steps restarting modem/router, checking cables. If issues persist, contact Exetel’s customer support via their live chat, phone, or online portal for assistance and diagnostics.

Does Exetel have an app for account management?

Many modern telcos offer dedicated apps for account management.

You should check the Exetel website or app stores Google Play, Apple App Store to see if they provide an official app for managing your NBN and mobile services.

How do I cancel my Exetel service?

To cancel your Exetel service, you typically need to contact their customer service department.

Review your contract terms if any for notice periods or potential early termination fees, although many NBN plans are no-contract.

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