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Jeff D.New South Wales
Poor customer service
Their internet is fine. [name removed]'s customer service could be much better if he simply improved his tone. It takes so little effort to sound empathetic and kind when service goes down. But he saw nothing wrong with leaving out words like "please" or empathetic phrases like "sorry to hear that." That's such a basic principle of humanity, and yet he refused to acknowledge it.
1 comment
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Alan RIllawarra, NSW
Don't get sick or go to hospital
Been with them 18 months not so good service. Wife went to hospital forgot to pay on the day then cut us of 2 days later. Thanks a lot no more not even an email to say overdue.
1 comment
Michael S.Mint Telecom
Hi Alan,
We certainly hope your wife is ok and appreciate your business.
However, just to clarify the process and what actually happened, as your review is misleading.... Read more
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AnnMetropolitan Adelaide, SA
If you expect service - don't bother
When your internet drops out, you are sent a link so you can diagnose your own problem. Then, you contact MINT and they will log a fault if there is one. Until then they will do NOTHING to help you. I joined because I wanted Australian service only to find there is NO service over holiday periods except over messenger through facebook. This company's plans are not cheap so if you want real service you are better off going somewhere else. They don't like being questioned or care if you are not happy either
1 comment
Michael S.Mint Telecom
Hi Ann,
Well, you are true to your word in that you threatened to write a poor review because you didn't like our (my) response.
Just to clarify, yes the office is closed between Christmas and New Ye... Read more
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TechMafiaGreater Melbourne (Metropolitan), VIC
- 7 reviews
- 5 likes
- NBN 50 (Standard Plus)
- Verified customer
Really bad
The advertised price is actually not what you would pay and there's always something on top of it.
Also, some services being hosted on AWS and Google are blocked. When you ran through the traffic, it goes through a proxy server "I THINK". which is not good.
2 comments
Michael S.Mint Telecom
Hi TechMafia,
This is not true.
There are no additional charges, albeit if you don't pay your bill then there would be late fees or dishonour fees (they are easily avoided and not common with us, but ... Read more
Lol. Read the comment. I said services that are being hosted......... I didn't say it was MINT hosting it. Don't get tilted. This is a review. Wonder how people would react once they see your comment.... Read more
Doesn't seem like good customer service now eh? Anyway, it is a review. Everyone can traceroute their connection to verify. Thanks.Similar opinion? Write a review on ProductReview.com.au!
Evan
- 2 reviews
- 7 likes
- NBN
- Verified customer
Very slow download speeds!
Staff are polite and professional, but the internet speed I have been experiencing on average 12-15 Mbps download with well below the minimum 25 Mbps the NBN co technician estimated I should expect. The excuses and justifications from Mint staff are not credible.
1 comment
Michael S.Mint Telecom
Hi Evan,
Really sorry to hear your speeds are not performing to what we'd both like.
Fibre to the Node speeds are estimates and we do deliver the speed available and can easily get the actual distanc... Read more
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CarrieGreater Melbourne (Metropolitan), VIC
- 7 reviews
- 12 likes
Proceed with caution!
I have to agree with another reviewer who said 'they found it strange that this business had so many positive reviews!'
Having had a bad experience with Telstra, I made the decision that I would try an Australian company, I chose Mint Telecom.
My request was to have an ADSL connected to my apartment and that I didn't need a phone. All the checks were done, I was told it was possible and an initial fee of $70.80 was charged to my card. Correspondence from Mint confirmed my activation date. Two days after the activation date with no ser...Read more
vice and no contact from Mint, I called them only to be told that there was an issue with my connection. After they investigated further they informed me that Telstra needed to come out and connect the line with an expected cost from $70-$150. Since I'd only disconnected with Telstra several days earlier, I was perplexed as to why I needed to be charged again for a line that I knew was already connected? I delayed the connection by a day until I spoke to Telstra. Telstra were uncertain as to why I was being charged, although Mint told me that the issue was with another part of Telstra so the area I rang wouldn't have known about the fault. So after consideration I decided to continue with the connection as I was informed by Mint that the costs would apply regardless of who I went with but at least it would eventuate in an active service. Once again, I was given an activation date and still nothing so once more I contacted Mint only to be told that I couldn't have the service after all and that all the lines had been taken.2 comments
Michael S.Mint Telecom
Hi Carrie,
I can assure you the reviews on this site are from real customers and are unprompted. ... Read more
And yes, your experience was not the outcome either of us were looking for, we definitely agree. As you know, we don't operate our own network and facilitate connections onto the Telstra network (ADSL) or NBN Network. Sometimes events are simply outside of our control and even with our years of experience we are simply unable to get the outcome that either party is after, I do have 100% confidence that your outcome would not have been any different with any other telco in the country though, you simply can't connect a service when there is definitively no connections available. The problem for you (and us) is that pair gains problems are not visible (to anyone) until a tech attends and attempts the connection, so even though you authorised a tech visit and a charge of $150 we bore the majority of that cost and waived all line rental charges as well. We definitely emphasised with your problem as we hate it when our customers can't get the outcome they are after. We were and are on our customers side, even when you clearly are not happy with us. I appreciate that you couldn't get the outcome you required, however the TIO did actually agree with us (when all details were provided so they had the full view - pair gains issues are so uncommon that we had to educate the TIO on what it meant, how it operates and why it had caused the problem, as whilst our experience meant we understood, it unfortunately didn't help fix) and what we provided you with regard to credits of valid charges and waiving of early termination fees, was exactly what we offered immediately and without their involvement. I am really pleased to hear you have got an alternate solution as I know you were incredibly frustrated that in disconnecting your ADSL service with Telstra it was unfortunately unable to be reconnected (in simple terms, someone else took your connection), Vivid obviously deliver a wireless solution unrelated to ADSL and that is not a product type we offer. Thanks for providing us with further feedback, we certainly appreciate your frustration, and whilst we did everything in our power to get you a connection we know that doesn't and didn't provide any comfort and can only apologise for the experience as it was definitely not what we had hoped for you and what we aim to provide to all our customers. Cheers MichaelYour summary: sounds plausible, although is not entirely accurate/truthful but thank you for taking the time to respond!
All the best for the future.
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DanichMelbourne
- 2 reviews
- 5 likes
Really happy that I got NBN with Mint!
I just switched from Belong ADSL2+ to Mint FTTN. It's been a very pleasant experience I must say.
The whole transfer was done within a couple of weeks, with only a couple of hours down time, which certainly exceeded expectations. The service from sales to implementation is defintely first class and they keep you updated along the entire journey, something you don't get with the big names.
The only issues I had were my own issues with wifi interference in my house/area, which I have since fixed with a change to the modem/router settings....Read more
The speed is 3 times faster than my old ADSL connection and I can now game lag free with no dropouts. I highly recommend Mint and will be doing so to any who ask me. Thanks for the great sevice Mint, I really appreciate it. Also thanks to [name removed] who was a great help in getting everything sorted. Keep up the great work!!!4 comments
Michael S.Mint Telecom
Hi Danich,
Great to hear the change over went smoothly, we do work very hard to keep everyone updated along the way and aim to make it as simple as possible.
Also glad to hear the wifi channel changes... Read more
Michael S.Mint Telecom
Hi Danich,
As you know we conducted a thorough review of your fault, including when you were providing us with test results in off peak times (with no congestion anywhere on the network) that were n... Read more
The thing is none of that had changed from when it was working fine, so that leads to one explanation. Something on your end did, congestion or whatever, as it was fixed by changing the provider, whi... Read more
ch means it was your issue. Something you keep refusing to acknowledge and blaming everything else under the sun, when the answer is so obvious. I repeat it was your issue, that was fixed the minute I switched to Aussie Broadband. I'm also glad I didn't wait for a fix for a problem that you were not acknowledging could be fixed on your end as I was paying for a service you were not providing, which is not something people do.Similar opinion? Write a review on ProductReview.com.au!
WilMelbourne
- 14 reviews
- 14 likes
Disappointed NBN start!
Applied for the 100 mps installation package with MINT in early March (when my area was ready for the new NBN layout). Was then told it'll be over a month of wait till 12th of April before NBN could spare the time to connect the inside of my home (even the house was already setup with the external facility).
Finally the day arrives. Was told I'll get an SMS or email from the installer a few days before hand stating the time. NADA on that. Enquiring with MINT gave me a time slot of 12 to 4 pm. So expectation was high as I waited at home all th...Read more
7 comments
Michael S.Mint Telecom
Hi Wil,
We definitely agree it's not a great start to NBN for you. As we have already advised we unfortunately have no control over the installation process including delivery, or not, of sms' from ... Read more
thank you Michael. I understand there are points which are out of control of MINT. But as a consumer, all I know is MINT is the provider I paid installation cost, monthly fee etc. Hence, you are the m... Read more
iddle man for me to complain and chase upon if the service is not as promised and paid for. I hope you understand that too, as I'm sure the rest of your existing and potential customers will also view things in a similar manner.The inconsistence continues with the NBN.. 100/40 mps package but I'm hardly getting more than 15 mps download speed!
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Questions & Answers
Judithasked
Hi Mint Telecom,
I have read fantastic reviews for your company, hence the reason I am contacting you.
I am NBN ready in Graceville QLD and am shopping for NBN plans. I don't need a landline, happy with average speeds and I am in 2-3 person household. Also is the modem and installation included in the plan and what is the average timeframe from signing up to NBN working in my home? Any hidden costs? Thank you in advance for your help.
Regards Jude
2 answers
Michael S.Mint Telecom
Hi Judith,
Thanks for reaching out.
There are no hidden costs. Best to contact us directly so we can review your specific address and requirements.
You can message us directly from our website or call us during business hours if you prefer.
Cheers
Michael
Ours was operating perfectly within a week of us signing up. Depends on how quickly the NBN send a technician, I guess. Mint’ s customer service is outstanding
John RHasked
G'Day,
Are calls to 13 / 1300 numbers included in the montlhy price?
and mobile numbers?
This is my main reason for seeking a new provider.
Regards,
John R. H.
2 answers
And, Do you have a telephone number at which I can call and speak to someone (quickly)?
Michael S.Mint Telecom
Hi John,
Head on over to our website where the answers to these are listed.
Phone number is 1300586468.
On the plans page you'll see the pricing options. Our Ultimate bundle includes mobile calls, but not 13/1300s.
Cheers
Michael
Graeme S.asked
WHERE ARE YOU STATIONED
1 answer
Michael S.Mint Telecom
Hi Graeme, we operate nationally from Hobart.
Head on over to our website at minttelecom.com.au where you can ask us more questions if required.
Cheers
Michael
Details
| | | | |
|---|---|---|---|---|
| Category | Internet Service Providers | Internet Service Providers | Internet Service Providers | Internet Service Providers |
| Standard Monthly Price | A$69.95 | A$79.95 | ||
| Service Type | ADSL | NBN | NBN | NBN |
| Packages Available | Bundle and Standalone | Bundle and Standalone | Bundle and Standalone | |
| Contract | Set Period | Set Period | Set Period | |
| Data Allowance | Capped/Fixed | Unlimited | Unlimited | |
| NBN Speed Tier | 12/1 | 25/5 | 50/20 | |
| Max Download Speed | 12 Mbps | 25 Mbps | 50 Mbps | |
| Max Upload Speed | 1 Mbps | 5 Mbps | 20 Mbps |
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Michael S.Mint Telecom
Hi Jeff,
n of the tone of the written word. Which was clearly compounded by your confusion in correctly completing the troubleshooting details we required (you were not the first and will not be the last, we work really hard to make our self service as simple and clear as possible but it still can and does confuse some of our customers). As I outlined to you at the time, there was no intended tone to annoy you and whilst I didn't see any issue I apologised for any misunderstanding. It was polite, but sure, it wasn't empathetic as it was fact finding without any idea of what was wrong.What can I say. I was responding to your short outage on a Sunday night out of hours (which doesn't make any difference as we do that day in day out) via chat and there was a misinterpretatio... Read more