Nothing but dramas since I moved address!
Soo had NBN with this company for a couple years. Had some slow speed issues but a phone call sorted that. Got about 2 years out of them as a happy customer.
It was all well and good until I had to move home into a new residence only 100m away. I get a text from Spintel on the 10th September stating that the NBN at the new address is working! I was happy with that but that happiness soon died off when I got home.
I called Spintel as the NBN box is not recognising my Spintel issued modem. Soooo I try two different cables and another modem but ...no luck. I called back the NBN technician who stated I needed to log a fault with Spintel re this as he believes it could be a faulty NBN issued modem. Spintel get back to me after about 2 weeks stating, NBN is not ready in your area. Ahhh my neighbours have it next door and the lights on the NBN box indicate otherwise. I call back the technician who stated yes I have NBN connected and it should be an easy fix by having the box replaced, but it needs to be lodged as a fault through Spintel. So I call Spintel again. They appeared to understand the issue but things started getting messy after they were confused by my exact address. Spintel were blaming NBN and visa versa. Address issues and location ID issues. NBN were not of much help over the phone and Spintel staff just did not seem to make sense any sense of my problem. They kept stating, "There is no NBN available in your area." even though this is not the case as confirmed with NBN. Anyway as of the 21/10 Spintel advise me my NBN is connected. Yet still not internet as I still have the stupid faulty NBN box that still has not been replaced! Not happy!
Happy with their service for 10 years
I've used broadband ADSL with Spintel since 2009, and have been happy with their service throughout that time. In 10 years I have noticed about 2 outages. When my old modem stopped working this week, I called their helpline and they gave useful advice about what kind of new modem to buy, and once it was purchased they did a very helpful, efficient job of talking me through how to install it.
A great NBN provider
My connection is very good and no drop outs and the call centre is more that friendly to help.Solved my issue which turn out to be quite minor but nothing was too hard for them. 10/10
The reviewer stated that an incentive was offered for this review
- NBN 50 (Plus 50)
- Verified customer
Its not that BAD at times
Service has been not to bad, It Is slow at times during the day also evenings, Apart from these things its something I put up with. Would prefer a faster connection with out any drop outs or delays
Great online customer service
I had some questions about my usage when I wasn't at home. I used the online help. Marigold from Spintel was very helpful looked into my account immediately and gave some great advice on what the problem could be.
Wireless is better than ADSL
Works as good as ADSL but does not tie me to a wall socket.
Does not pay Telstra for something I do not use.
Also, Telstra - "could not find" a landline connection to my premises when I swapped ISPs despite having had an ADSL service for years at this site.
- Verified customer
Third-world class service
Recommended and tried on their website, but the ORDER NOW button was always inactive, and stupidly waited and waited hoping it may be active and go ahead with the order, but finally turned out that it was like that for 2 days and maybe it is a lure tactic for customers? Wasting time.
Finally set up an account over the phone. Confirmed there was a phone service, and gave the previous tenant's number, and everything looked fine. The connection fee was confirmed to be $59. The next day, received a notice saying there was no active phone line, and ...
NBN as good as was promised, 4 commuters WIFI extender all up and running,1 phone call very helpful and clear, very pleasant and operator,2 mob's change over to them as well + land line. All I can say more is the WED site is really great, easy to use, feel's like you have control of every part of the acc at your finger tips
After years with the big "T" this has been an enlightening and pleasant experience.
The ability to tailor a plan that suited me without any gotcha's was a great start. This was followed by exceptional and prompt service and the easy resolution of some minor tech stuff.
So far, I'm a very happy camper.
Reliable internet and good value
Have been with Spintel for many years with very little need to contact support. Have always had the few issues dealt with quickly and efficiently. Transfer to NBN suprisingly painless due to Spintel support.
About the product:
Speed is great.
No issue with stability.
About the hardware:
Included modem works like a treat. It was only 2.4Ghz type but provides sustainable speed that more than matches the NBN connection.
Wifi router at a conner of the lounge could provide connection to closed bed room through wall with no difficulty.
About the online service: online chat is so easy.
Transferring 2 mobiles
Not applicable to the new mobiles however my nbn service is good along with my landline. The services being offered for my 2 mobiles coming across from Virgin are a great price.
Great company to deal with.
I have used Spintel now for several years and had no problems with the company. The plans are affordable and the staff have been very helpful, I recommend them to anyone looking for reasonably priced mobile plans.
- NBN 50 (Plus 50)
- Verified customer
Swapped from ADSL2 to Spintel NBN 50
I knew where the coaxial was located inside and outside of the house as well as the NBN connection point, so the installer had no problems setting up. Slight problem occurred when using my own router modem as as there were settings to be made but their support came through. Make sure ADSL is not disconnected until NBN is connected. Speeds have been around 30 - 40 Mbps for downloads and 14 - 20 Mbps for uploads. I am pretty satisfied with their service.
- NBN 50 (Plus 50)
- Verified customer
Easiest connection of internet I have ever had
Over the last seven year I have moved seven times and used three different internet companies. This was the most painless connection I have had. I order the modem, it arrived two days later. A day later i received a text to say my connection was completed. I plugged the router in and it didn't connect, I called the help desk, call was answered within three minutes, tech had me reset the modem, it connected, we tested it was working. The internet connection is fibre to the node, so no cabling was required. The connection is not in a major city b...ut it is in a big town. Pending billing being correct, there won't have been on issue with this connection. Things that may have my experience painless is ordering the modem from Spintel and having FTTN. I would highly recommend if you have FTTN or existing NBN cabling in your home. Internet speed for general internet usage and streaming is perfectly fine. No gaming is done on this connection.
Review collected in partnership with SpinTel
25/50 Plan has been very reliable although rarely manage to receive DL speed greater than 38-40Mbps.
Have had a few issues relating to service such as loss of DNS, replacement of modem requiring VoIP settings and generally they have been resolved efficiently.
Support staff are very polite if a little "by the book" in that the standard response to any issue is can you power cycle the modem. (Which I always do prior to lodging a support issue.) For someone in the IT industry who monitors and understands such systems it would be good to talk ...to a "next level" support when necessary without repeating the whole fault issue again. Call back facility for any issue is good if a little off schedule at times i.e. the call back is generally later than nominated. Some support staff are difficult to understand as their English is not great and can add to the frustration of trying to obtain a resolution. On the whole I am very satisfied with the NBN service and support received and the price for my plan is probably the best on the market.
- Verified customer
Change the $400 plan without proper notification
International call is being removed from the caped services for $300 and $400 without any email and I'm end up with huge bill. It is mentioned the at the bottom of the page, like a hidden message.
When I spoke to customer support, said it is customer's duty to go through the bill thoroughly and simply asked me to move to other provider. People in the customer support is very rude, have recorded the call to customer support as well
- NBN 50 (Plus 50)
- Verified customer
You get what you pay for - this is certainly true when it comes to the NBN.
I am connected to the NBN via fibre to the home and have very rarely achieved over 40MB/s on my connection and have suffered regular dropouts.
First issue was the NBN upgraded the link in my area and as a result most of the traffic on the internet was being diverted to effectively a dead end (I only know this because a couple other neighbours ISP's told them this) however my speed test was still fine so spintel did nothing about it despite regular calls over a 2-3 w...eek period that i was having issues. Next issue was regular dropouts, customer service advised its not their network and that they won't do any further investigation unless I engage an electrician to confirm that all my in house wiring was OK, despite me advising my modem is directly connected to the NBN fibre box so the electrician would be able to do anything beyond charging me to write a report stating this, and of course Spintel wouldn't have reimbursed me if the wiring was ok. So i got them to agree to release me from my contract 4 months early, however they are now trying to claw back my $49 credit i got at the beginning which is obviously to cover for a modem they had to supply me (no option to byo) which i couldn't even use because the WiFi never worked properly, and that it is their fault that i was moving early.
Spintel are the worst ever service provider
We have had nothing but Trouble with Spintel from Day 1 of being with them. They speak English but they do not understand English!
We have been treated unfairly, given wrong advice from the Manager of Spintel, then we were over charged after accepting his advice.
We have had our Modem Reconfigured wrongly over the phone by Spintel Staff, then as a result of this, we were cut off our NBN Service and left with nothing.
All Spintel Staff told me then was, "You need a new Modem", and there was Nothing Wrong with our Modem prior to their messing...with the configuration settings. They also told me that our ASUS 300 mbps Modem was not capable of using our NBN Service, yet we were getting 47.6 mbps download speeds prior to me calling them. Spintel Staff and Management are Inept, Unprofessional and obviously Unqualified! Spintel are an OPTUS affiliate and are the WORST Internet Service Provider EVER!
Great Service from SpinTel
It's been almost two months since we have had the Wireless Broadband from SpinTel (using the Optus Network). For a wireless service, we get reasonably good speed about 99% of the time, and have been completely satisfied with the product.
We had our first unscheduled outage today. I called up SpinTel and Amy from customer support stayed with me until the issue was resolved - we went through the whole issue detection cycle and found that there was a problem with the tower. She did have to contact Optus to get the tower reset, but called me back once that was done.
So from a product and service perspective...... well done SpinTel. Can't ask for much more.
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Questions & Answers
You are about to get a very uncomplimentary review from me. Your billing is wrong every month in your favor of course. No one will respond to requests to fix it. If I call, your staff argue with me and say the computer is right. I get no response to emails or account queries online. About to put this to the TIO. Sick of wasting my time with Spintel's incompetence and arrogance. This is the latest ticket to which I expect no response 1775028. Read the whole sorry file and knock yourself out. Better still fix it so it doesn't happen every month. The whole process of dreadful transfer from previous provider, wrong billing and restricted speed have made for a most unpleasant time with Spintel.
Not sure why I am asked to answer this. I don't work for Spintel. I just switched to them from iinet. I am currently happy with their service and the contract is for 6 months. I will have to see what happens after that period, but they have been charging me accordingly.
We are currently working on the concern you have raised and will revert you on the ticket 1775028.
They have since debited my account for an extra $10 beyond the correct fee. Now I have to try and get that back from them too. This is called "working on it". This was fixed last month but again wrong this month. Nothing to work on. Stop changing it to your favor every month and charging an extra $10. This is just lip service. I'm off to the TIO again. What a dreadful waste of their time (and mine) on such a simple and stupid issue.
Best speed during the day is 28 mbps download but during peak evening at always slows to 5mbps, I am on the 50/20 contract and this crawling evening NBN speed is unacceptable and clear grounds for cancellation of contract without penalty.
I have made complaints twice about it and nothing seems to have been done.
Hi Zoontag, I highly recommend you to call our support team and perform troubleshooting of the network. Once they have done the troubleshooting, we will raise a fault ticket with nbn for fixing the internet speed issue. If you have done all these things and still have the speed issue, please provide your SpinTel account number through a private message so that I can look into your issue.
Hi! If I get the wireless broadband plus VOIP, using the Netcomm modem, can I port my existing landline number to the VOIP service? Cheers, Simon
When I moved houses, Spintel told me they can allocate the same landline to me.....I hope they can and will help you on this...
Hi The E, Wireless broadband service is clearly dependent on the coverage of our network. So we recommend you to use the wireless internet first and if you are happy with the service(Speed and connection), we can port your landline number after that.
Thanks & Regards!
|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Service Type||NBN||NBN||NBN||ADSL||Mobile Broadband||Fixed Wireless|
|Packages Available||Bundle and Standalone||Bundle and Standalone||Bundle and Standalone||Bundle||Bundle and Standalone|
|Contract||Monthly and Set Period||Monthly and Set Period||Monthly and Set Period||Monthly and Set Period||Monthly and Set Period|
|Data Allowance||Capped/Fixed and Unlimited||Capped/Fixed and Unlimited||Capped/Fixed and Unlimited||Capped/Fixed and Unlimited||Capped/Fixed|
|NBN Speed Tier||12/1||50/20||100/40||12/1|
|Max Download Speed||12 Mbps||50 Mbps||100 Mbps||12 Mbps|
|Max Upload Speed||1 Mbps||20 Mbps||40 Mbps||5 Mbps|
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