18,831 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.
Lowest band of internet is unstable. Customer Service (Mary) is decent – Lowest band of internet is unstable and freezes, drops out and is unstable. Customer Service (Mary) is good. However, very difficult to find 'help' button as you're fobbed off to default FAQs. Show details
Hazel organised a transfer of internet easily with no issues in 5 minutes. She also explained the process really well. Making the process a lot less stressful to move homes
I called Spintel and spoke with Cherry who assisted me with my transfer of my mobile number … the call ceased and she called me back which I was very grateful for to confirm the porting and reassure me. I was able to also ask questions about the service as far as billing eg: visibility on the website and we also completed an advance payment. … Read more
Cherry was patient, friendly and helpful operator. Thank you Cherry and Spintel the transition of services was only 2 minutes it was easy.
Reviews with attachments
You have so many GREAT reps in your company. Today Heidi went above and beyond to fix my problem while i was slow reacting from a stroke a few weeks ago and could not walk or react quickly. Amazing i did not drive her mad. Nothing was to hard and always 100% helpful and understanding a real saint.I always get top service from spintel. I would be happy to refer them to anyone. What a great group. Thank you Heidi you are a special person. Show details · 2
Cherry was very patient and very helpful and at no time was she impatient with us. Show reply
I had such a positive experience with Mié. She was incredibly knowledgeable, patient and polite, and I really appreciated how kind and reassuring she was throughout the whole process. The Grandstream phone wasn’t the easiest device to set up, but Mié never made me feel rushed or frustrated. She took her time explaining everything and patiently… Read more · 1
guided me over the phone. When we still couldn’t get it working, she arranged remote access to my laptop and was finally able to solve the problem and get the phone working.
I’m so grateful for her persistence and willingness to go the extra mile. She made what could have been a very stressful experience feel much easier. 5 stars for Mié and her wonderful service! Thank you so much! ⭐⭐⭐⭐⭐
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.
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
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.
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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
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
Latest follow-ups
Spintel were excellent to deal with. Even though the NBN technician was late. They were very helpful in contacting them and resolving the… Read more
installation. It's all working brilliantly now. Haze, the Spintel help person, took me through the speed test on speedtest.net and I was achieving better than expected speeds.
Follow-up · No dropout issues. I'm on the 500Mb/s tier, getting 454 down and 48 up. (just tested at 0950) I'm OK with that, but would have expected the advertised 500Mb/s
Follow-up · Speeds now generally over 500Mb/s. and 45 up. Still a happy customer.
So far the service I've received over the phone has been good. Even though the connection isn't always fast. Show details · 1
Follow-up · Definitely a few show periods and lagging that I didn't experience with my previous provider. You still have not earnt 5 stars.
Janice was great . Sorted out my problem with home turbo 500 which had to be cancelled but I continue with Premium 100 service Show details
Follow-up · NBN would not connect as my outlet was in kitchen.Said I had to get electrician in to re route entire line before they would come back and install. Can’t afford electrician at present.so no new service
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Positive reviews
After contacting the complaints department I received correspondence from Maria who understood the situation and gave me clear steps on how the issue would be resolved, after checking in again she stepped in and kindly resolved it to a satisfactory outcome Show details
Cherry was wonderful and helped us through our first ever NBN connection, very attentive and resolved the problem extremely quickly. We are very thankful for her help! Show details
I always find navigating through internet plans, pricing & connections so overwhelming, not this time! SpinTel truly made the switch over and connection an absolute breeze. Thank you SpinTel for finally understanding what service should be. Show details
Negative reviews
I tried to sign up with Spintel using my full name as requested but then I tried to pay and because my bank card only has the first initial of my name, Spintel said that the names don't match. There was no way to go back and edit the account name so there was no way of me signing up with them. They make it really difficult which is a shame because… Read more
right now they are the cheapest provider.
Unfortunately I can't provide proof of purchase as they chose to make it impossible for me to purchase.
switched internet from superloop to spintel; similar plan but its horrible 'sp sluggy, keep buffering due to slow speed ; cant even watch a movie whci I never experienced with superloop for the last 2 years; very outdated mobile app with no options, features ; Show details
Hello Sojan, We're sorry to hear you've had a… Read more (+1 reply)
Spintel have charged me for 1st-18th September, when the service was connected on the 18th & disconnected (unused) on the same day due to Spintel not honouring their deal I signed up for on WhistleOut. Show details
Hi Maria T, Thank you for bringing your concerns to our… Read more
Recent reviews
Dear DAR, I would like to sincerely thank you for all the help and support you provided when I was having trouble connecting to the internet. I would also like to mention that English is not my first language, and my English is not very strong. Because of this, I may not always be able to explain my situation clearly or fully understand… Read more · 1
technical information, which I understand must have made your job much more difficult.
Despite this, you were incredibly patient with me throughout the whole process. You took the time to communicate with me over several phone calls, carefully listened to my concerns, explained things patiently, and continued to follow up with me until the issue was finally resolved.
I truly appreciate the extra time and effort you put into helping me. Your patience, understanding, and professionalism made a big difference, especially given the language barrier.
Thank you once again for not giving up and for continuing to assist me until the problem was finally solved. I am very grateful for your kindness, patience, and dedication.
Please accept my sincere thanks for your excellent support.
Kind regards,
Wei
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.
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Hi KJA13, Thank you for taking the time to share your… Read more (+1 reply)