Exetel and Superloop Customer Service Has Dwindled over The Years

lightfoot on 04/08/2025 - 13:03

I've been with both Exetel and Superloop over the past few years, and sadly, their customer service has definitely gone downhill, especially on live chat. The internet service itself is great, but when you need something resolved it's a headache. Most of the time, the support agents don’t seem to understand the issue properly and just copy and paste responses. I don’t blame them personally; it seems like they haven’t been trained well to support Australian customers. You wait ages between messages, but if you don’t respond within a minute or two, they just close the chat.

I really wish someone at Exetel and Superloop sees this post and does something about improving the customer experience.

Internet Broadband nbn

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Comments

  • oscargamer on 04/08/2025 - 13:18
    +11

    I would suggest that pretty much every company in every area of our lives, have tried to reduce costs at the expense of the customer

  • kfp187 on 04/08/2025 - 13:25

    Sadly I would agree with this…

  • Far Cough on 04/08/2025 - 13:31
    +5

    ok thanks for contacting Exetel and Superloop Customer Service

  • Robot JP on 04/08/2025 - 14:05
    +5

    Your call is very important to us

  • AndyC1 on 04/08/2025 - 14:12

    Agree Exetel's support is now worse than when Exetel was family owned

  • Stealtho on 04/08/2025 - 14:24
    +2

    Haven’t needed service since had nbn installed 2016 fftp lol

  • Jake D on 04/08/2025 - 14:34
    +1

    This was also my experience. I fixed it by finding a better provider.

    • jv on 04/08/2025 - 14:37

      finding a better provider.

      🤣

    • andresampras on 05/08/2025 - 13:49

      Who's your better provider?

      • Jake D on 05/08/2025 - 14:01

        Mate and Tangerine have both had a waaay better customer service experience than superloop.

        • Dr Phil on 05/08/2025 - 17:21

          Spintel as well and amongst the cheapest prices

        • Jake D on 06/08/2025 - 09:37
          -1

          I honestly do not care about downvotes, but what a wierd thing to downvote.

          • andresampras on 06/08/2025 - 09:47

            @Jake D: lol wasn't me, for the record.

            How's the service on M & T, compared to Superloop?

            • Jake D on 06/08/2025 - 14:12
              +1

              @andresampras: I haven't noticed any speed or quality difference between the three.

  • freefall101 on 04/08/2025 - 15:01
    +1
    1. Let customer service degrade
    2. Replace customer service with a "better" AI
    3. Customers are happier with a "better" service and the company rejoices as they make 100 people redundant
    • AndyC1 on 04/08/2025 - 18:44

      Exetel never had 100 support staff in Colombo.

  • bdl on 04/08/2025 - 15:10

    Will get back to your cancellation request in 30 days

  • Ave Maria on 04/08/2025 - 19:43

    I have been with Skymesh (almost typed Skynet - it has been a long time & I am that old :) since 2010 until they sold the NBN business to Superloop. NBN speed has been good & outages limited. However the cost has skyrocketed with the promised $30 basic NBN service for all gone with the wind. I have been forced into the next more expensive plan several times. They do not seem to appreciate customer loyalty, as new customers enjoy price discounts and free hardware that existing customers are not considered for. I was tempted to move providers a number of times but beter the devil you know. I was able to negotiate with Superloop a $5 discount for a year as part of moving to a higher plan (and paying more anyway), but since then, in about a year the price has gone up twice. I try to juice as much as possible out of my internet service by making viber, whatsup, messenger local & overseas audio & video calls to family members to at least save on phone service fees by staying on a pay as you go service for everything else (like a $10 for 365 days with Lebara and $45 with Vodafone).

  • soan papdi on 04/08/2025 - 21:03
    +1

    I really wish someone at Exetel and Superloop sees this post and does something about improving the customer experience.

    They already know and they don't care.

    • jv on 05/08/2025 - 00:04

      they don't care.

      Are you implying that they are careless ?

      • andresampras on 05/08/2025 - 13:50

        I believe the accusation is carenone

  • Mugsy on 05/08/2025 - 07:26

    The 2010s were definitely the highlight for home internet pricing for me… I kept finding cheaper ADSL services eventually ending up with MyNetFone at $50/mth. Now, prices are only going up for speeds I didn't ask for or need.

  • bbinc on 05/08/2025 - 09:22
    +2

    I only use one technique to get things resolved at Exetel. If it’s technical, I select ‘technical support’ and talk directly to a tech. I try to do that around 8.30am when the queues are short. Anything else I call ‘cancel your service’, and seek a resolution. Not that I need either of those things often.
    Agree the ‘chat’, and general phone help is pretty poor. It’s also possible to talk directly to the provisioning team who are pretty good at their job.

  • MrLeE on 05/08/2025 - 11:06

    100% agree

  • kiitos on 05/08/2025 - 11:55

    Exetel were mavericks when they started, good prices and service compared to the big players.

    Haven't had to deal with support much over the years, which is good, but not finding the offerings competitive compared to others.

    However I've stayed with them due to inertia, and my landline number (first incoming calls) with them, and included static IP for security cams and work purposes, though I probably could find cheaper options if I researched.

    • bbinc on 06/08/2025 - 07:56
      +2

      Just switched the ‘landline’ number to Crazytel. So now I’m free to switch or churn. Porting a landline is a LOT slower than mobile porting, but it all worked and Crazytel service was very good (not offshore). Another OzB told me about it so throw a search here. About $2 month plus calls - but I only keep the number for elderly family to call me.

      • kiitos on 06/08/2025 - 08:57

        Thanks very much for that, will have a look. With exetel the landline is free unless I make an outgoing call.

  • cfuse on 06/08/2025 - 01:05

    I recently had such a rotten experience trying to get my sister's existing exetel account moved to a new premises that I'm probably going to dump exetel myself over it.

    It seems pretty obvious to me that superloop only bought exetel to wind it up.

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