home :: sydney :: isp :: exetel
Mon, 15 Dec 2008
I told you so Exetel.
I use exetel for a number of services in Sydney.
I have always found them to be the cheapest, even if their ability to support their service is sub-optimal.
An example is right now, they are currently totally offline.
a2@eve:~$ dig +trace exetel.com.au ; <<>> DiG 9.5.0-P2 <<>> +trace exetel.com.au ;; global options: printcmd . 338458 IN NS G.ROOT-SERVERS.NET. . 338458 IN NS H.ROOT-SERVERS.NET. . 338458 IN NS I.ROOT-SERVERS.NET. . 338458 IN NS J.ROOT-SERVERS.NET. . 338458 IN NS K.ROOT-SERVERS.NET. . 338458 IN NS L.ROOT-SERVERS.NET. . 338458 IN NS M.ROOT-SERVERS.NET. . 338458 IN NS A.ROOT-SERVERS.NET. . 338458 IN NS B.ROOT-SERVERS.NET. . 338458 IN NS C.ROOT-SERVERS.NET. . 338458 IN NS D.ROOT-SERVERS.NET. . 338458 IN NS E.ROOT-SERVERS.NET. . 338458 IN NS F.ROOT-SERVERS.NET. ;; Received 228 bytes from 192.168.1.1#53(192.168.1.1) in 58 ms au. 172800 IN NS ADNS2.BERKELEY.EDU. au. 172800 IN NS AUDNS.OPTUS.NET. au. 172800 IN NS NS1.AUDNS.NET.au. au. 172800 IN NS NS2.AUDNS.NET.au. au. 172800 IN NS DNS1.TELSTRA.NET. au. 172800 IN NS SEC1.APNIC.NET. au. 172800 IN NS SEC3.APNIC.NET. au. 172800 IN NS ADNS1.BERKELEY.EDU. ;; Received 413 bytes from 2001:503:ba3e::2:30#53(A.ROOT-SERVERS.NET) in 620 ms com.au. 259200 IN NS ns1.ausregistry.net.au. com.au. 259200 IN NS ns2.ausregistry.net.au. com.au. 259200 IN NS ns3.ausregistry.net.au. com.au. 259200 IN NS ns3.melbourneit.com. com.au. 259200 IN NS ns4.ausregistry.net.au. com.au. 259200 IN NS dns1.telstra.net. com.au. 259200 IN NS au2ld.CSIRO.au. com.au. 259200 IN NS audns.optus.net. com.au. 259200 IN NS ns1.audns.net.au. ;; Received 354 bytes from 2001:dc0:2001:a:4608::59#53(SEC1.APNIC.NET) in 1302 ms exetel.com.au. 3600 IN NS ns2.exetel.com.au. exetel.com.au. 3600 IN NS ns1.exetel.com.au. ;; Received 99 bytes from 128.242.113.189#53(ns3.ausregistry.net.au) in 193 ms dig: couldn't get address for 'ns2.exetel.com.au': not found
This is something I reported (ticket #853640) to them around Oct 2008 (when they last had a failure), that the auDA has no in-balliwick glue for their DNS. I was told by their support supervisor, Dylan Friedewald, via email:
The DNS for helpdesk.exetel.com.au is operational and valid, I do not see the point in discussing that further.
It is interesting to note that Steve Waddington has blogged many times about customers being unable to identify issues, but it is even more interesting that when a customer does – it is explicitly denied as being a problem and then ignored.
Apart from no in-ballwick DNS glue, their nameservers are also open recursive ones. Great if you would like to perform a DoS attack against some unsuspecting person.
I have raised other issues with them that warrant further investigation and corrective action, lest they affect all their customers. But I no longer have the time to continually ping them about things.
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Matt Bottrell wrote at 2008-12-19 01:08:
I'm not surprised.
I was a former Exetel customer who decided to move ship.
Why?
The attitude that I got from staff/owners. The 'holier than thou' attitude wears after a while.
I had to laugh when P2P filtering was first introduced. I suggested they look at a P2P cache instead of just attempting to 'block' the traffic.
I was howled at on the Exetel forums and even banned. Interestingly enough it was only a matter of time that Exetel then implemented such a beast.. .and claim it was 'their brilliant techs/idea'. roflmao.
If their customer service/interaction with customers was as good as their egos...they would do a lot better.
Cheap and nasty.. you get what you pay for.
I've moved to Internode several years ago and haven't looked back. Highly proficient and technical. They're also available and grateful for input from customers. Sure it's not 'cheap as chips', but for me, I want a service not run by a Fish and Chip operator (we know what happened when the last one entered politics in this country!)
Carolyn wrote at 2009-01-08 20:41:
Exetel is an unprofessional and direputable company and I would seriously caution anyone who is considering signing up to their "cheap" products.
My husband has recently had a very unpleasant experience with Extel's head of Customer Service / Compliance, Larry Kaeto. In trying to query a charge for a HSPA key, my husband received a barrage of insulting and intimidating email reponses from Mr Kaeto.
An apparently senior person in the Exetel organisation, Mr Kaeto certainly has a warped view of the term "customer service". From the outset, he appraoches any issue or dispute with a closed mindset and believes he is right and you (simply because you are a customer)are be wrong. He needs to remember where he is and what the purpose of his job is: he works for a small scale ISP company and his job is to resolve complaints and issues. If you insult your customers, intimidate and bully them, cut off their service because of a dispute, you are not doing your job. Perhaps Mr Kaeto feels as though he can get away with the school yard bully act. A small company tends not to have the checks and balances in place to deal with, or remove, an employee such as Larry.
But here's where the word of warning lies, if a small company does not value and respect its' customers, all the while allowing employees to get away with such behaviour, then you have to assume that there is a culture of disreputable conduct within the whole company - from director down to call centre person! Exetel may be the cheap option, but at the end of the day you get what you pay for. I strongly recommend you choose another ISP, and use your money and custom to send a message to this company... your conduct will not be tolerated anymore!
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Matt Bottrell wrote at 2008-12-19 01:08:
I'm not surprised.
I was a former Exetel customer who decided to move ship. Why?
The attitude that I got from staff/owners. The 'holier than thou' attitude wears after a while.
I had to laugh when P2P filtering was first introduced. I suggested they look at a P2P cache instead of just attempting to 'block' the traffic.
I was howled at on the Exetel forums and even banned. Interestingly enough it was only a matter of time that Exetel then implemented such a beast.. .and claim it was 'their brilliant techs/idea'. roflmao.
If their customer service/interaction with customers was as good as their egos...they would do a lot better.
Cheap and nasty.. you get what you pay for.
I've moved to Internode several years ago and haven't looked back. Highly proficient and technical. They're also available and grateful for input from customers. Sure it's not 'cheap as chips', but for me, I want a service not run by a Fish and Chip operator (we know what happened when the last one entered politics in this country!)
Carolyn wrote at 2009-01-08 20:41:
Exetel is an unprofessional and direputable company and I would seriously caution anyone who is considering signing up to their "cheap" products.
My husband has recently had a very unpleasant experience with Extel's head of Customer Service / Compliance, Larry Kaeto. In trying to query a charge for a HSPA key, my husband received a barrage of insulting and intimidating email reponses from Mr Kaeto.
An apparently senior person in the Exetel organisation, Mr Kaeto certainly has a warped view of the term "customer service". From the outset, he appraoches any issue or dispute with a closed mindset and believes he is right and you (simply because you are a customer)are be wrong. He needs to remember where he is and what the purpose of his job is: he works for a small scale ISP company and his job is to resolve complaints and issues. If you insult your customers, intimidate and bully them, cut off their service because of a dispute, you are not doing your job. Perhaps Mr Kaeto feels as though he can get away with the school yard bully act. A small company tends not to have the checks and balances in place to deal with, or remove, an employee such as Larry.
But here's where the word of warning lies, if a small company does not value and respect its' customers, all the while allowing employees to get away with such behaviour, then you have to assume that there is a culture of disreputable conduct within the whole company - from director down to call centre person! Exetel may be the cheap option, but at the end of the day you get what you pay for. I strongly recommend you choose another ISP, and use your money and custom to send a message to this company... your conduct will not be tolerated anymore!
Comments are closed for this story.
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Hal wrote at 2008-12-16 16:35: