No broadband, no phone... Exetel wants 220/- in case of wrong callout

darkmattersunB6c0MV on 15/07/2016 - 20:09

I have been with Exetel for nearly seven yrs. Issues have always been there, but if late the speeds were pathetic. Today, no internet and no phone.
They want incorrect call or in case it is my line and want to record it as an agreement. I refused.
What about the other 15 times when I spent over 10 hrs ( in total) trying to get issues resolved, when eventually it was invariably the problem in the line at their end.
Yes, they did not charge me for the fixes, but neither did they compensate me trying to get the issues resolved.

I am seriously thinking of moving away! Today was a plan change, but I have no contract.

Please someone, advise me what to do.
Thanks.

Internet

Related Stores

Exetel
Exetel

Comments

  • altomic on 15/07/2016 - 20:13
    +10

    change provider

    • darkmattersunB6c0MV on 15/07/2016 - 21:12
      +1

      Seriously thinking about it

      • RockyRaccoon on 15/07/2016 - 21:42
        +1

        So you ask someone to tell you what to do and seriously, all you a can do is think about it

        What else do you think anyone can tell you: Call the Prime Minister, or wait another 7 years? 😄

      • garetz on 15/07/2016 - 23:23
        +1

        Dont think, just do it. Terrible service, plus seems like you have had many headaches over the years.

  • Diji1 on 15/07/2016 - 23:40
    +2

    Guy, the smart money is no longer with Exetel since they are no longer capable of providing any sort of service level.

    You should have left 7 years ago by your own admission unless you think putting up with "issues" is acceptable, why are you still giving this business your money at this point after the years of terrible service?

  • khao on 16/07/2016 - 01:23

    They'll be there to fix the problem within 10 seconds as soon as you'll say you'll leave. You just need to do it and see what happens.

    • darkmattersunB6c0MV on 16/07/2016 - 12:36

      Actually, after posting on social media, within half an hour, everything was working…

  • c64 on 16/07/2016 - 09:09

    if it is always invariably a fault at their end, what is the issue with accepting? it just seems counter-productive. the exetel system might be crap but it will be worse if you work against it. in the long term you could consider switching to another provider if you are not happy with the service.

    • darkmattersunB6c0MV on 16/07/2016 - 12:41

      Because , just in case things get fixed ( it magically got fixed half an hour after posting on social media), and there is no fault any longer- and I am not going to spend another half hour just to let them know that it got fixed, but they send a person, then who pays for it?
      They do not communicate, and make it difficult to communicate back.

      • garetz on 16/07/2016 - 19:01
        +1

        I dont think you understand how this works, if you are having problems, and suddenly it works again, doesnt mean it is fixed, or that the isp did anything on their end to make your service work, it could be an intermittent fault, and these are the hardest to fix, sometimes it takes years, sometimes it never is fixed and its off and on for your entire service length.

  • blitz on 16/07/2016 - 09:28
    +3

    Call the Prime Minister!

  • flex350 on 16/07/2016 - 09:33

    I think they are all the same. We just had the same issue with Telstra. They stated it was our problem, so did alot of testing ourselves. We could not fix it so got Telstra out only to find it was their problem from the start.

  • Baysew on 16/07/2016 - 09:42

    Exexit

  • Findmebargain on 16/07/2016 - 12:46

    Hey OP, I was contemplating starting a forum but then I saw yours.

    My phone line also gone dead since around about 10pm on Thursday. Still dead now and relying on my mobile data for internet :(

    Called my ISP Spintel yesterday and went through troubleshooting and all that and figured that a technician was needed and then I was put through a recorded terms and conditions about the potential liability to the callout charges of $225 in the event the fault is diagnosed as nothing to do with them. I wasn't prepared to pay if I couldn't be sure that the fault is beyond MDF point. So I held off and I am thinking about my options too.

    I am thinking about changing ISPs too. I am not in a contract with Spintel and thought of signing up with Belong as I read about their free activation and even with technician attendance. What do you think of this as a solution (which may be temporary if just go with Belong's month-to-month), that provides certainty that a technician will be sent out at their cost to ensure a working line? Thereafter might stay on if the service isn't as bad as I read of some reviews or move away to another ISP (or even back to Spintel) whilst the phone line is active (and probably just be paying $59 depending on deals at the time).

    Would appreciate any thoughts or advice from others too if this would work.

    • darkmattersunB6c0MV on 16/07/2016 - 22:39

      I have heard good things about Telstra, but with the latest interruptions in service, difficult to say.
      I am waiting to move to another location, and then get a better service. Hopefully, before the end of this year.
      I would recommend asking locals, as service differs from region to region.
      Bring on high speed wireless!

  • pais on 16/07/2016 - 19:39

    I can't think of an ISP that doesn't have terms and conditions like these. It's even standard for warranty claims for most consumer products. Do your due diligence / trouble shooting, accept the T's & C's and then they'll come out and fix it. Digging your heels when it's basically "if the fault is not a fault, you pay a call out fee for our time" isn't going to get it fixed any faster, certainly.

Login or Join to leave a comment
Login Join