Hi,
I have been an exetel user for six yrs, but of late, they are terrible ( do not understand customer service).
Had an issue with the line fixed yesterday- which took nearly five days, and today the line is dead. When I lodged the service issue, and called them ( yes, that is the procedure), they performed a couple of line tests. However, in order to proceed, they want me to accept the clause that if their contractor visits, they MIGHT charge 220/- in case of an incorrect call out fee- as per their mail
"In order to investigate your reported fault further, our wholesale supplier’s infrastructure will need to be checked. This requires booking a suitable appointment time during normal business hours for the technician to attend your premises. A field technician may commence their investigation of the issue/fault at the Exchange and up to the Network Boundary Point at your premises. A Network Boundary Point is the first telephone wall socket in a Single Dwelling (Stand Alone House) or the A side of the Main Distribution Frame (MDF) in a Multi Dwelling (unit/apartment, flat, office, etc.) In the event that the technician investigates and confirms the issue is on your side of the Network Boundary Point or is related to faulty Customer Premise Equipment (CPE), such as your PC, software, internal wiring, own modem, router, filters, house alarms, etc. an Incorrect Call Out Fee of $220.00 Inc GST will be charged to you by Exetel.
Please confirm if you agree to this term."
This happen every time I lodge an issue ( at least four times earlier I have had similar issues, and everytime they have accepted there were issues in the service at their end), and I don't want to accept this ( He mentioned that if a jumper is disconnected, then it will be charged to me) .
I am staying in a rented Apartment, and the MDF is locked, and they fixed the line issues only yesterday- so, how is going to be my fault in case the jumper is not connected?
They are saying that they can send technician to investigate only if I agree to the terms.
( Think about the case if I get an external consultant to check the line between the MDF and the apartment, and in case no fault is detected, then does Exetel pay the incorrect call out fee to the consultant -it will still be less than AUD220/-. Apparently not.
Otherwise, how is it different to the condition that they wanted to impose on me before checking the issue?)
Maybe my best option is to change providers.
I do not have a contract term with Exetel and no early termination fees.
I am paying approx 75 per month for the internet and phone line.
Usage is not more than 40 GB ( max), but would like to have around 100 GB limit.
Please advise,
Thanks,
VP
I used to be with exetel for a number of years as they resold telstra services which I needed. Since the last round of plan changes I have jumped to Dodo and have no issues.