nbn Connection Isues - Exetel? NO! MORE 😀

RockyRaccoon on 13/07/2022 - 11:15
Last edited 16/07/2022 - 09:58

This is FYI, that may help others. In other words this issue of connection is resolved whereas the support was questionable by Exetel.

TDLR. Exetel support and connection setup was subpar. Tip reset NBN box (FTTP) if logins dont work when switching providers!

Ok so I was being a cheap Ozbargainer, so I could retain my licence to operate here!

Swiched from Telstra $1 deal to another provider - elected Exetel with cash back plus 6 month rate.

Like the Telstra deal found here https://www.ozbargain.com.au/node/698554

The Exetel Deal was found here https://www.ozbargain.com.au/node/710232

Signed up Monday arvo then waited. At 10:30 at night lost my internet. By time realised that Exetel had switched it, with no notification or account/password details it was after 11pm and their tech support had closed.

Rang at 8:30 and was sent the login and password. Tried with my Telstra modem adding in these and no go. Tech support said that I should contact the modem manufacturer/supplier for login support (yea right Telstra is going to help me on connecting to Exetel!! and yea Techicolor support is where?). End of call. I then try an Old Tplink modem Archer c7 - again enter details. No luck.

I log into Exetel site. Find my service is connect as of monday and the tier on use has started. Like monday I had only 1:30hrs total time to use that day. Ok its only one day leat, but pretty poor form especially given they never sent long in details until next day.

Called support, again no luck, while agent was pleasant, no satisfaction asked for supervisor, but as agent was working for home all they could do was transfer me to I think sales. They could only assist by transferring me back to support. I cant recall who also gave vague mention they would ask supervisor to call me regarding my request for someone higher up to speak to me. No surprises that I havent received a call.

Gave up and called More with CBA deal

https://www.ozbargain.com.au/node/684224

Unfortunately they took a day to connect - which was this morning. Got message at 12:07AM - guess they wanted to make sure I got a full days service rather than like Exetel where I got 1:30 hrs.

Again I entered all the details into my two modems. No luck, all lights on modem ok etc etc. Called tech support. Again generic announcement, limited support with third party modems. The support person, who I will name (Ray) for the reasons you will see to follow, went thru process of entering in the passwords etc. No luck but this time instead of telling me its my problem with the third party modem, she went thru with me a number of steps that I will skip here. We then determined that the NBN box needed to be reset.

Switched off, waited then switched on all worked.

So no MORE EXETEL.

Now I will have to talk with EXETEL make sure there is no charge. If not its going to be a TIO battle. I'll update this post with those details.

Update on cancelation

After going from tech support to billing and back again, plus 30 minutes of on call music (Hey if you like lounge music - cancel your netflix and call exetel! 😀) I have been told there will be no charge - like everything I hope that this will be true.

Further update on cancelation

Exetel have credited me back with the charges, and were apologetic for the issue, at least they do respond, so that is to their credit. Although they did indicate that it was a "goodwill" gesture, which to me is technicaly incorrect, but hey if it lets some face be saved so be it. No big deal on that score. Apart from the inconvenience of being off air for the 24hrs while switching it hasnt ended badly.

Given others posts below, guess they still have some processes to improve, especially the one sending login details after disconnection of your old provider, rather than sending it in advance.

Lets hope for others here that they do that.

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Comments

  • teacherer on 13/07/2022 - 11:27

    That's a shame.

    Swiched from Telstra $1 deal to another provider - elected Exetel with cash back plus 6 month rate.

    I did the exact same and it went through with PPPOE settings with the only issue being a double NAT situation preventing myport forwarding due to a setting that I can't remember.

  • SnowDragon on 13/07/2022 - 11:28
    +2

    My net was cut maybe an hour after payment but only got login details 4 hours later. Kinda detailed my frustrations here

    Took me an hour to get working because the password they sent me had a capital I (for India), which happens to look like a lower case l (for Lima) in basically all fonts. Was using different devices so couldn't copy and paste!

    It's performing well at the moment but I'll be switching to Superloop after I get my cashback.

    • teacherer on 13/07/2022 - 11:38

      you guys are getting cashback? :(

  • Ocker on 13/07/2022 - 11:38

    Guess it is like the old saying - you get what you pay for?

    • RockyRaccoon on 13/07/2022 - 11:59

      So then what price should we pay or should get?

      I guess what I am saying here, is that if you choose a provider then knowing what others got might help you guess what you will get.

  • Pufff on 13/07/2022 - 11:50

    I switched to them and they said use the password that they email me and the modem I bought from them would be configured with the same details.
    Turns out its was lol.

    The sales person also said I can get the flip to fibre from FTTC to FTTP with a 100/20 plan but now I read online it is 250/XX minimum to switch from FTTC to FTTP.

    Do you think I can fight them on this or am I doomed to have wasted money on the modem and forced to get the higher plan which is about $120 pm?

    I am waiting for that battle to come.

    • Twix on 13/07/2022 - 12:00

      250/25 is the FTTC to FTTP minimum set by nbn. Exetel allow you to change to any speed without penalty after your first month of 250/25.

      • Pufff on 13/07/2022 - 12:54

        I had too much faith in their knowledge I suppose.
        I'll keep the speed change in mind cause everyone was saying it's a $200 fee in first year.

        • Twix on 13/07/2022 - 13:45

          There is meant to be. Exetel said there not passing it onto customers.

          • Pufff on 13/07/2022 - 16:46

            @Twix: Fingers crossed.
            My experience has not been great to date.
            I noticed the pricing they emailed me didn't match up to what was on their site at time of sign up either so I had to email them to confirm.

  • ESEMCE on 13/07/2022 - 11:59
    +1

    Yeah, I still don't understand the decision by Superloop to make Exetel their "Premium" brand.
    It's like flipping the long term reality and Exetel have a big step up to make in their service level.

    However, this is also one of the issues you potentially expose yourself to when you elect to BYO modem.
    Exetel certainly failed in not supplying the log-in details in a timely fashion.

    But the majority of the problem was that OP had not done sufficient troubleshooting to resolve the issue.
    Turning things off and on again, should be right up the top of the checklist in any IT troubleshooting!

    • RockyRaccoon on 13/07/2022 - 12:32

      Turning things off and on again, should be right up the top of the checklist in any IT troubleshooting!

      Agreed, did that with modem, even tried different modems. Just forgot about NBN box, but point here was also that you would think tech support at Exetel would know that as well as the MORE telecom people would. MORE seemed to also know more about the Telstra modem. Which is fairly common out there given Telstra's market position.

      Of course if it was a more complex issue, I would totally understand either company's inability to provide any support.

      In my case my solution was to switch. Which is all I could I do (besides the powering off of the NBN box - which as someone with some IT knowledge I could have remembered). That is also why to help others with my story it is in the TLDR 😀

  • bluntman on 13/07/2022 - 12:38

    Had pretty much same issue when switching. Failed to provide me instructions including logon username and password required as they use PPPOE.

    Had to call and it was a bit of clumsy process to provide me with logon details as well as instructions to reset nbn modem but after this was running pretty seamlessly. Not terribly but certainly could have been a whole lot easier.

  • Domingo on 13/07/2022 - 15:25

    I moved from the Telstra deal and had the same issue, set my connection date for Sunday and they processed my change in AVC with nbn at around 12:10 am, but didn't send me my PPPoE credentials until about 8:40 am. Then the credentials didn't work for about an hour of modem and router reboots before finally springing into action.

    Re: the Telstra deal, has anyone had to return the modem or been charged the $200 fee? I just got a notification from them that they are sorry to see me go and that was in - nothing showing in the My Telstra app that I owe them anything back.

    • RockyRaccoon on 13/07/2022 - 16:01

      Ditto on the modem and sorry to see….

  • spc12go on 13/07/2022 - 21:49

    Well I switch to exetel from Mate and it took less than 12 hours to connect. I was sent the password a few hour later after disconnection.

    I’m on a 100/20 plan with Exetel and I’m getting 102-105 mbps from speed test. I can’t say the same about mate. I was on 250/20 plan with mate, initially was getting speed test result of 200 mbps then it kept dropping for the last two weeks, I been getting speed test of 16-80 mbps and one day last week it was 2-7 mbps. So I took advantage of try mate for one month risk free and got my money back.

    Neither Mate nor NBN could work out the issue. I don’t think it was NBN issue as I was with Aussie, Superloop previously and never had internet speed issue.

    • powerful9990 on 20/07/2022 - 16:27

      Mate, used to be good back in days in 2019 before Superloop slashed their NBN50 prices. Superloop also removed their 500GB plans for 100/20 which were at $74.95 and it was convenient to me as we never used more than 500gb in a month.

      Exetel, yes the service and switching connections is super slow. After I signed up, my superloop connection was disconnected in 15 minutes but it took 4 hours to receive the login details.

      Lets see how their speed stacks up with superloop.

  • powerful9990 on 21/07/2022 - 13:16

    Update: International links and speeds are worst on Exetel compared to Superloop. Regretting my move. Will be definitely switching back to Superloop.

  • lgacb08 on 21/07/2022 - 22:00

    i for the life of me cant comprehend anyone bother sticking up with using PPoE credentials, the telco get rid of that and apn for mobile so why cant these guys do the same?

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