18,640 reviews
AI reviews summary
Pros
Cons
Verdict
SpinTel generally delivers a positive customer experience, anchored by an attentive and supportive customer service team that efficiently resolves technical issues. While the provider offers competitive pricing and quick connection times, a subset of users experiences occasional service dropouts and frustration with post-promotion price increases. Overall, the sentiment is largely favourable, particularly for those seeking affordable NBN plans backed by accessible human support.
It's an amazing company. The best. Easy sign up. Everyone is lovely and helps out and the internet is fast and reliable. When you call - they answer the phone straight away and they call you back. The best company I've dealt with so far and Edward is the best customer service person. Absolute star ⭐ Show details
Thanks to Charm that helped and clarified how to install our modem. The instructions were confusing and Charm helped us navigate through our frustration. Thanks alot Charm. Give her a payrise. Show details · 1
Customer Service Agent Haze, was amazing today + as a long term loyal customer they have discounted my plan $10.95 for three months. I am a senior trying to make ends meet. She listened actively to all of my concerns + actioned this straight away + came back to me within 2 hours. Spintel is a very impressive service + Many Thanks Vikki Show details · 1
Reviews with attachments
I called up as I was a little bit confused on how to set it up and I got a person called Mark. Mark walked me through every step and told me what to expect before it happened, mark did amazing and was successful in helping me set it all up. So far everything works the way intended so Im overall happy Show reply
Janah from tecnical support guided me through a new modem upgrade configuration to support my new speed tier. Patiently diligently kindly and with levity. She is a asset to the company. Yay Show details · 1
I realised that my NBN 500 speed slowed to under 100 Mbps for both cable and WiFi. Mia from Spintel assisted me over the phone and patiently walked me through the trouble shooting processes. This involved multiple online speed tests and resets on her side and mine. Wherever the glitch was, in the end all my laptops registered over 500 Mbps on… Read more · 1
cable. And even WiFi was back to impressive speeds in every part of the house. Thanks for the excellent service.
Just had the service installed and called Spintel to help do the final setup. Their customer service rep Charm was super helpful and very professional. She had me up and running in less than 5 minutes. Thank you so much! Show details · 1
Cherry provided exception service to help us change our payment optiond and add a new person to have authority on our account. It became a bit tricky due to reasons beyond her control, but Cherry was extremely patient with us, and gave us instructions that were easy to follow. Her manner was friendly, respectful and very professional. Show details · 1
John B helped me out by replacing the original 4G modem it's now been shipped hopefully it works better than the one in the photo as I've only been using it barely 72 hours as I've had nothing but dropouts and constant problems where it gets stuck when you have turn it off and on again about a dozen times otherwise it just sits there like this… Read more · 3
with 3 green lights left it for over a hour to no wifi showing up at all or any connection to the device clearly something up with it hopefully the replacement works better
SpinTel's team were very prompt and active during the troubleshooting process for my home phone system. My service advisor Charm was fantastic, she resolved all my technical needs fast and very professional, she really has the charm in her customer service skills. Thanks for all your help Charm! Show details · 1
Great support for my VoIP service. Edward patiently stayed on the line while I set up my VoIP after moving to a new address. He provisioned the service from his end and guided me through entering the settings on my Cisco ATA, which I couldn’t initially log into due to an IP configuration conflict. After the move my WiFi services started seamlessly… Read more
from day 1, however the VoIP required some manual configuration on my end. This is the second time I’ve had to do this manually but Edward made the process much smoother. Phone is now working perfectly. Highly recommend! After being their customer for few years now.
That charm helped me with understanding my issues an helped me fix the issue I was having an got back to me when it was approved Show details
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Charm was very polite friendly knowledgeable & charming. Thank you Charm Show details
I just joined Spintel on the 1000/100 plan. As a lot of ISP's are increasing their prices. Usenet speeds is not to bad 100+MB/s for the cheap price. I'm using USA usenet 50 connections. Just make sure you got a good router with SQM/QoS. I'm using OpenWRT. I have HFC. Show details
I am very happy with the professionalism that Heidi had towards me thank you very much and please employ more people like her Show details
SpinTel staffs were very patient and professional, the problem was solved very quickly. My new wi-Fi works very well now !! Show details
I couldn’t get the internet to work in my new house. Between the Spintel tech and myself we established that some Ethernet links were missing between the NBN box and my house Ethernet cables. The technician (Mel) was excellent in explaining what and how to check things. Show details
Thank you so much very good service I’m happy for this Internet
Latest follow-ups
Friendly and very professional. Deserving of an increase in salary Show reply
Follow-up · Very positive experience and have recommended Spintel to a friend.
When I changed my plan my landline phone failed to connect. Sarah had it sorted and ran some checks on my connection. All goog. Thanks. Show details
Follow-up · I am no longer with spintel as I experienced dropouts and chocking with my connection.
Lavi, was fantastic, she called me back twice to check if my internet was still dropping out, Lavi had different suggestions and went step by step with me throughout the process. My problem was fixed but I gotta say she (Lavi) was great honestly she nailed it! Thanks Lavi if your reading this. Show details · 1
Follow-up · Yes its still fixed. It took approximately 8-9 days as Lavi would do a few technical things and we would wait a couple of days and then she'd call back for the out come. I had internet connection installed on my new property and I was using Spintell on my old property.
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In-depth reviews
Hazel was connected to me via Lili who initially assisted me with signing up with SpinTel. I am a brand new customer and so had a few queries - mainly around when the activation of my SpinTel service would occur -and Hazel was good enough to listen and help me with those queries. Update: The next day (Thu, 3rd Sep) I was looking forward for the… Read more · 1
service activation when I received an email from SpinTel saying I need to provide a AVC or else provide documents of occupancy (utility bill, rates notice etc etc) or call 1300 963 837. Now the day before I had called Lili for the exact same reason - I didn't have an AVC and the current ISP's bill didn't list it as the SpinTel sign up page had mentioned it would. It was the 1st time ever that I had heard about an AVC in the context of an NBN connection and I was with the same ISP from the time NBN had come to my area back in Sep/Oct 2017 (9.5 years to the day with the same ISP if you include the 6 months of Cable Internet prior to NBN). Lili had assured me it was ok and not a big deal and based on her assurance I completed the sign up going through the remaining 2 web pages (in hindsight I realised that Lili was more concerned about me putting her name down on page 4 of the signup webpage as the person who assisted me in the signup process). So imagine my surprise today when the email said AVC was required. Undaunted I called the 1300 number and got Heidi who was more insistent on me signing up for MyAccount on the SpinTel website for me to get a 'private PIN' which I said I would only sign up after my service was activated. Nevertheless she generated a private PIN for me and sent it across. She couldn't provide an email or cloud space for me to upload the docs I had and after putting me on hold for a bit her solution was for me to go to the SpinTel website, open a chat and ask to speak to a human rep and then upload the relevant docs to the chat! I was incredulous about the roundabout process but I went ahead. Jordan the SpinTel chatbot connected me to Aira who was even more incredulous that I didn't have an AVC and despite me sending her all the documents- latest ISP bill wherein there was no AVC listed anywhere, my water bill, council rates notice - she wouldn't budge and insisted I provide an AVC. Just when I was thinking I made a mistake going to switch ISP in haste (decision made in half a day after my mate in New Castle upgraded his NBN to Fiber to the Home and said he was with SpinTel until which time I hadnt even heard of SpinTel!) and was contemplating cancelling the order Aira called me on the phone and cajoled me to call my ISP and get the AVC from them. Now, I had anyways planned to call my ISP but after my new ISP was connected and to close the account settling any dues (my latest bill amount was going to be direct debited tomorrow, 4th Sep). But after Aira called and talked to me and sent me a web page link showing the status of my service activation (which displayed that the process was only halted because of the AVC not being provided) and mentioned that she would be keeping the chat window open to see that the activation goes through quickly if I provided the AVC I backed away from deciding to cancel the order [It was another matter that I had to spend a further 30 mins on chat with a chatbot then a human analyst, provide a reason as to why I needed the AVC, then fill out a form for me to be given the AVC associated with my NBN service of the past 9 years]. By the time I had my AVC I had spent close to 2 hours on the phone and on web chat this morning. After I provided the AVC my new service with SpinTel was activated within 30 mins. From the initial euphoria of signing up for a superfast NBN service going from 50Mbps download to supposedly 750Mbps speed to almost cancelling the order due to the running around I had to do before the service finally got activated it was quite a journey.
Internet went out during the night. Logged in & service was disconnected at 1am. Ran checks from dashboard but no faults showed, phoned when office opened. CSO was good, my only difficulty was not being able to access model # at the back of the unit as it was held in by a plastic frame box, but CSO was able to lodge report without it. Went thru… Read more · 1
rebooting but didnt work either. Received regular updates but no info on why the nbn wasnt working. It was only because I saw the telstra vans outside in the street and was told by tje crew that all the cables had been cut and attempted theft had happened. The telsta crews worked for 24hours to replace the cables in 3 streets. The Internet came back on thru this morning and later received a phone call from the CSO checking in that everything was working. I told her what had happened, she wasnt aware of what had caused the fault. So I think here spintel could improve services by letting customers know WHY the faults occur & approx time it will take for repairs, especially if its Telstra that has to fix or replace the cables, otherwise it just looks bad for spintel for taking so long without any explanation.
Based on my personal experience, Spintel is an unreliable NBN provider that misled me and other customers with false promotions. I was promised a deal of $80 per month for life but was later charged $109.95. Their customer support was poor, with frequent billing errors and broken agreements, even after the telecommunications ombudsman intervened.… Read more
The ombudsman arranged a $120 credit adjustment and an $80 per month contract, which I never received. They broke the proposed contract within weeks, and the credit adjustment did not cover overcharges totaling around $250.
When I requested the voice recording of my signup conversation, Spintel refused to release it to the ombudsman or me, citing privacy concerns—a response the ombudsman agent flagged as suspicious.
According to Wikipedia, Spintel has a low reliability and customer satisfaction rating of 1.4 stars out of 5, which is separate from individual product reviews. Based on these facts and my experience, I advise caution when considering Spintel as your provider.
Hi Michael O., Thank you for taking the time to share… Read more (+1 reply)
Recent reviews
Cherry ,she was very helpful and understaningand i was very happy with the way she explained it all to me thank you and Yes i would recommend spintel if ask for good serviceand & support Show details · 1
I had difficulties to activate my new SpinTel post-paid Sim card and called SPINTEL customer service (my call was answered immediately). Abby, the customer service agent did guide me through the process with infinite patience and thorough explanation resulting in a successful activation. Thank you. Show reply
Shout out to Cara for her consistant guideance today. Cara helped make a process (that takes an extended amount of time with most other companies) happen in a matter of minutes with no problems. Cara communicated clear & helpful alternatives for my situation, which made the transition a breeze. I thank you for your prompt assistance and patience… Read more · 1
today Cara. Well Down. Can gladly say I am a happy customer of Spintell, and for Spintell's Customer Service Agent's - Keep up the good work guys.
Janah was so helpful. Taking the time to walk me through connection of 4 eSIMs even after her shift had finished. Janah made sure all phones were connected correctly even after a few issues. Janah took a further call again after her shift had finished to ensure that all phones were connected and working properly. Janah should be recognised for her commitment to customer service. Show reply
Dealing with spintel has been brilliant cannot fault they have short waiting times fast results and dealing with Dar on the phone today absolute pleasure it's so nice to have actual customer service from a telco Show details · 1
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Hi Rodwil, Thank you for taking the time to share your… Read more