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 service 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.
The consultant told me that I'd still be charged due to the fact that it wasn't their fault and that they were able to provide me with a telephone line (which I'd clearly stated that I didn't need), regardless of the fact that I had NOTHING to show for approximately $220. After a lengthy discussion I was informed that I could continue to stay with Mint, paying a monthly fee for the telephone line (that I didn't need) and wait for a line to become available for the ADSL or they would terminate my contract, HOWEVER, I'd still have to pay for the technician. I told them that I was unhappy with the result and I wanted the night to think it over, it was at this stage I was informed that they'd go halves with technicians fee ONLY and they were going to cancel my contract - end of story! I then proceeded to tell them that they could not deduct money from my account and that I wasn't authorizing them to do so - THEY DID IT ANYWAY! The bank informed me that they could block the company from accessing my account again however because they used a third party - Ezi Debit they couldn't block this business from debiting my account!
This forced me to directly contact the owner who had a less-than-amazing ability to dance around the issue. The excuses provided were, 'it's Telstra's fault', 'it's your fault' and then 'we're ONLY a small business and can't afford to pay this'.The rationale used in order for them to keep my money was truly astounding. I was then directed that I needed to send back the modem and ONLY then, would they reimburse me for the cost of postage. The result was that I was now approximately $140 poorer and with nothing to show for this, plus having to pay more to send the modem back. It was apparent that I wasn't going to be able to negotiate with this person therefore I had no choice but to employ the services of the Telecommunication Ombudsman.
Mint Telecom were instructed that no unauthorized funds were to be taken from my account.
The business had to provide a prepaid envelope for the return of their modem.
Mint had to return the $70.80 that they had 'IN ERROR' debited from my account.
The Telecommunications Ombudsman determined that Telstra had been largely at fault, therefore I made the decision to pay half of the technicians cost of $70.80.
This business doesn't have enough clout to offer what the larger telecommunication companies are being able to deliver nor does it have a strong customer focus (near enough is good enough philosophy) however what is more terrifying than anything else is that someone can determine how much they want to take from your account and 'IN ERROR' follow through!
I have since gone through Vividwireless and the experience has been amazing!!! EASY, no contracts and lovely consultants!!
Signed up with Mint Telecom because the salesman told me it was $99 plus delivery to set it all up which included the modem and running a new phone line from the box outside to the inside of the house, then I was told it would cost an extra $350 to run the phone line. I cancelled the service because if they can't even get it right from the beginning what will it be like when I'm signed into a contract.
Fast connection and fantastic service
I signed up with Mint after having to switch from ADSL to NBN as the ADSL service was being switched off. I was with a large provider but wanted to research options as I didn’t want a 24 month contract and wanted an NBN100 connection. A friend recommended MINT and I checked them out. They do offer an NBN100 connection but advised me that I wouldn’t be able to access those speeds due to my location and connection. The other big companies I checked out offered that I could sign up on an NBN100 speed package, something that it impossible to achieve at my address.
I signed up with MINT due to their honestly.
I came home after work on a Friday night to find ADSL switched off and NBN on, only problem was I could’ get it to work. I emailed MINT who got straight back in touch and recommended that I contact them via Facebook so we could use messenger and I could send them pictures. It turns out my wall mounted phone socket had an ADSL splitter fitted on top, something I could never have know without sending a picture and the help and advice from MINT. Within no time, I had that removed and the line connected, they even helped me setup my modem. (I had purchased one due to the size of the house and one of the kids bedrooms is out the back so we wanted to ensure a good signal).
Connected in no time at all and haven’t experienced any issues., I work from home a lot, kids all game online and stream stuff (whatever kids do) and we all Netflix, we are on a low NBN speed due only to the infrastructure and our location, not due to MINT, but we haven’t had any dramas.
I’d recommend to anyone
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.
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!!!
November 8th 2017 Update: I was duped by the overly positive reviews
So it started off well back in April 2017 when I wrote my original review. The service was working fast and lag free. Fast forward to about September and it became very slow and so laggy, making online games unplayable, especially during peak hour every night. Numerous emails to them resulted in the finger being pointed in my direction as the cause of the problem and no acknowledgment that there could be any kind of a problem on their end. Modem resets, even a new modem being sent did not fix the issue. I was told I was on the only customer having the issue, which I did not believe. I was also told that there were some upgrades planned, which seems funny to me that they planned to do upgrades that they did not need, as everything was allegedly perfect on their end. Eventually I was told that they will lodge a fault with the NBN, which I waited for over a week with no result. Smartest thing I did after this was to switch to Aussie Broadband and as I knew would happen, everything was back to how it should be. Very fast and lag free, even in peak hour. Proceed with caution and don't believe everything you see here, I was fooled. I would recommend to anyone considering Mint to go with Aussie Broadband instead, as I wish I had of done.
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 the way till 4pm with zero SMS or email contact from NBN.
Finally, the truck shows up at 4:50 pm! The guy comes in with mobile on the ear (was on the phone 2/3s of the time he was here). Tells me I cannot have the connection box close to my TV in the lounge room since the external connection was installed too far away!
Finally got internet up at around 7pm. Thinking this is going to be joy as I look forward to the 100 mps promised data download. First issue came as the "spinning wheel" continues on my internet download. Checking with several speed testing app reveals a speed of 8.5 mps download and 11 mps upload over Ethernet.
Checked with MINT and went through all possible confirmation points. But over the next few days, the highest I got from the modem was over 50 mps during one morning (4 am), which quickly dropping back below 20 mps at 6 am. A far cry so far from the 100 mps promised and paying for!
MINT tells me they've launched an CVC error request to NBN, but has no idea when they'll come around to checking (or fixing the situation).
It's probably not a fault of MINT, but surely doesn't give the consumer that's paying for the installation and highest monthly fee a very good feeling to the start of NBN era !
Got a reply from MINT before I went public with this review: I said "I am paying for the highest rate and getting the lowest rate" Reply from MINT: "at least you have service" !
Not good enough!
January 21st 2018 Update: Why are all ISPs failing their customers?
Following one year with MINT, I'm still very disappointed at the inability for them to provide much "service" as an internet service provider. 95% of the breakdowns are answered with "it's NBNs fault", there's nothing we can do about it, otherwise we will!". Which is worthless to the enduser. We really don't care which part of the middle or upper chain was the fault or cause, but we just want it fixed ASAP. I tried to check out other ISP for switch, but the comments from end users are same or even worse. Hence, it's like stuck with your bad ISP or go take a risk with a similar one or worse!!!
** just got a private message from MINT trying to stop me from publishing this review **
Exceptionally good service
I recently moved into the state and into a house which had NBN connection. Contacted Mint Telecom after researching internet providers. I decided to sign up with them. The Modem arrived the following day as I had been told it would and Kelvin from customer services talked me through the set up procedure. I am very pleased with the service. A problem with the phone connection was dealt with immediately and I received a follow up phone call from Kelvin to check if everything was alright. My daughter has also signed with Mint and is very pleased with the service.
Mint telecom. After years of battling away with poor service, dropouts, sloooooow speeds and much fr
Nbn. No dropouts. Very, very satisfied with Mint. So glad I changed over. 5 stars from me.customer service is second to none!
After researching a number of providers I found mint telecom to offer great value for money. The customer service was outstanding. All my questions were answered with efficiency and courtesy. The Internet connection has been uninterrupted. The setup process was easy and any help provided was outstanding service. I would highly recommend this company.
I am not a customer with Mint and here's why: When I rang and told them I wanted to sign up they were honest about the speeds my new property would likely get with a wired vs mobile internet at my new property, told me when I could expect NBN to my property and suggested I get back to them then but use an alternative in the meantime. Other companies have blatantly lied about the speeds I should expect/would get from them but Mint were refreshingly transparent even though it meant I didn't sign up with them today.
Excellent costomer service
Connection very reliable and fast with no dropouts at all. Fantastic customer support at their Australian based call centre. The best I have ever experienced. My new Voip phone service is also excellent. Very happy to be with Mint. Their communication is second to none!
A breath of fresh air
What a breath of fresh air! The Mint Telecom team listened to the issues we experienced with our previous ISP and resolved them swiftly and professionally. We now enjoy efficient, competitive, customer-focussed service that is unparalleled in the market. Shop local – beyond comparison for quality of service.
The CEO and Staff at Mint Telecom are incredibly focused on Customer Service.
They have been helpful, patient, supportive, honest and technically competent, without fault.
The copper connection to the house has been a 'basket case' for nearly two decades and it was recommended that the F.T.T.N. 'switch-over' start on the 12/1 package to see how it goes.
When there's little congestion, speeds are approximately 11/1. Three times faster than with ADSL 2+, and about the best achievable at present.
What more could anybody ask for in a supplier?
P.S. They're an Australian Company, where staff are based, and work, in Australia.
Mint were fast, efficient and very helpful in helping us select the best set up for our internet needs. Both Courtney and Grant were extremely helpful and knowledgeable. Would highly recommend Mint Telecom to everyone.
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.
MINT gets me connected to NBN within the same day
Signed up with MyRepublic NBN back in Sep 22nd, couldn't get me connected after 5 weeks! MyRepublic always blames the issue is with NBNco, and vouch no other service provider could get me connected either. Finally I decide to leave MyRepublic and signup with MINT, and my NBN service was activated within 3 hours!
The sales consultant at MINT (Kelvin) is really helpful. He identifies the issue why MyRepublic cannot get me connected within 10 mins after checking my address. Turns out I have two NTD ports registered at my address, which is very unusual. So he guides me through how to chase up NBNco and my previous service provider to figure out which one was the last working port. All of these are before I signed up with MINT.
The activation process with MINT is fast, stress-free and informative. Got 2 SMS and 3 emails within 3 hours to keep me updated about how it progressed. (On the contrast, MyRepublic had only sent me one welcome email when i signed up, and no updates whatsoever for the rest 5 weeks. I have to chase them up every other couple of days trying to find out if there is any updates)
Even after the service activated, the superb customer service from MINT does not stop there. Kelvin was following up to check if connection is working fine. I raise the concern that the download speed is a bit slow, around 50Mbps for a 100/40 plan. From my previous experience, in this situation, most service providers would give a standard answer like "the speed would largely depend your infrastructure", a.k.a "there is nothing we can do about it". Instead, Kelvin thinks the speed doesn't look right, and request a port reset from NBN straightaway. The port was reset the next day, and I'm delight to see speed increase to above 70Mbps.
Normally i don't bother to write positive feedback online. However, I'm grateful for the good customer service, fast issue resolving, and deliver on promise from MINT. In my opinion, it is totally worth the price and a 5 star rating. I'm more than happy to recommend MINT to my friends and colleagues.
Fantastic service !
My previous internet supplier took a month to get me reconnected despite me having to call them at least twice a day to get updates. As soon as I was back on line I signed up with Mint and was enjoying good NBN speeds within 24 hours ! Fantastic personal service. I can't fault them.
We have recently connected to the NBN with the endless help from the highly recommended Kelvin.
The whole process ran smoothly (we connected at a very problematic time with the NBN service just becoming available in the area and problems with Telstra and still only had a 2 week service connection wait time) and the service has been continually excellent. Little things like easy data tracking and direct debit courtesy reminder emails make everything run smoothly for clients. If we ever have any questions, they are always responded to extremely fast too! Very happy with our service and would happily recommend to anyone looking for a provider.
I had a chat with one of their tech team, he was very nice and friendly and honest, didn't try to push me to switch to their service. I don't have a service with them but I liked the way they treat people.
Best ISP ever
Brilliant isp best ever so good was the customer service that they never stopped trying to fix my internet speed and drop outs.
Seamless Customer Service
Switching over from other bigger named ISPs. Couldn't be happier with the service and customer care that Mint has employed. I'm used to waiting +3 weeks after moving into a new unit but Mint had my services up and running within a day of moving! ADSL modem is also NBN ready. I will be continuing on with their services for the foreseeable future.
February 15th 2019 Update: One Year later, still the same great service as day One
Connections issues resolved in a timely matter. Michael and the team are as responsive as ever and are always there to help when needed. This is definitely how any business should run - caring about the customers! Keep up the great work guys.
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