Careful or they will screw you over by charging in advance (for services not rendered) when transferring to another ISP. OK when joining. Not so when leaving to a cheaper ISP. Won't return and neither will my family and colleagues. Show details
Nice and easy transfer. Great follow up to make sure everything was going smoothly. Lovely lady named Charm did a follow up call to make sure the service was working. Show details
I am with Spintel for long time. I am very happy with their service. Today I have speak JASMINE from technical department who give me excellent service regarding my land phone line connection. Show details · 1
Reviews with attachments
She was so patient with me.she fixed the problem quickly Show details · 1
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
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.
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
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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 Apple for your pation to help me conect our nbn with the modem to have our first time internet with you, now our internet started work finaly.many thanks Apple. Show details
After some basic troubleshooting with the ai assistant over chat. My issue was looked at by Claire and resolved rather quickly and politely. I was able to confirm I am getting the full speed of my plan. Show details
Latest follow-ups
Janice was so kind & fantastic today checked my speed again to report nbn speed which is the faulty nbn box. Show details
Follow-up · SpinTel is the most disgusting internet company I've been with. I left them as they could NOT the speed I paid for. I followed this up with the Ombudsman and SpinTel DID NOT follow this up or give me any compensation for paying the higher $$ and not achieving the advertised speed. DO NOT go with SpinTel as they scammed me, put me thru so much… Read more
Follow-up · Terrible and really disgusting Customer Service. If I had to rate them, it would be a negative 20!!!
Technical Support – I wish to sincerely thank RAIN for the exceptional customer service I received today, ensuring that the internet issue was fixed. It took some time and effort, and at all times RAIN was professional, patient and polite Show details
Follow-up · 1 star They were super quick to sign me up and made all sorts of promised about speed and access. But the reality is it's almost impossible to access the internet, absolutely hopelessly slow speed. Unbelievably frustrating. Customer service poor. Price keeps going up. Wouldn't recommend.
Connor from the Sales team really assisted me and my friend to set up his home nbn today. 5/5 star service Show details · 1
Follow-up · My mate texted me, there was some issue with setting up the nbn. Spoke to Carlo during my work breaks and he was so calm and helped me alot despite having just 5 minutes to talk to him. Arranged a call back after work and managed to get alot of information and figured a solution. When to my mate's house and then called customer service at 5.45pm,… Read more
Find out how SpinTel NBN compares to other Internet Service Providers
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Positive reviews
The customer service from Edward was top class. He has fixed the connection problem smoothly with proper process. I really appreciate Adward for his service today. Show details · 1
Jasmine was helpful and very clear on my new connection and also what I could expect from my provider and was able to bundle my phone also which gave me a discount Show details · 1
Cherry was very helpful & lovely. She kept me up to date with everything & called me to let me know that the internet was back on as promised. Cherry also helped with reimbursement for me. Very happy with her service Show details · 1
Negative reviews
**Worst Internet Service and Customer Support Experience Ever!** I have been using their services since March 2025, and for the last 3–4 months, we have been experiencing consistently poor internet speeds. We have a Fibre to the Premises (FTTP) connection and have previously used several other internet providers without ever experiencing these… Read more
issues.
My wife and I both work from home, so a reliable, high-speed internet connection is absolutely essential for our work. This is precisely why we are paying top dollar for their advertised 500 Mbps plan.
Unfortunately, the internet speed has deteriorated significantly over the past few months. We have reported the issue multiple times, spent countless hours troubleshooting with their technical support team, and followed all their instructions, but nothing has resolved the problem.
Initially, they blamed our modem and suggested sending us a supposedly faster modem, charging an additional $20 delivery fee with a 30-day trial period. I agreed to give it a go. However, after spending more than an hour on the phone setting everything up, the problem remained exactly the same.
On one occasion, my internet speed barely reached 400 Mbps, and the customer service representative actually told me that this was a pretty good speed and that I should be happy with it! Seriously? I am paying for a 500 Mbps service, and getting around 400 Mbps on a one-off test, standing right next to the modem with an Ethernet connection, is apparently considered acceptable?
To make matters worse, I have conducted multiple tests: - **2.4 GHz Wi-Fi:** Only around 60–70 Mbps. - **5 GHz Wi-Fi:** Around 350–360 Mbps, even when standing right next to the modem. - **Direct NBN connection:** Around 360 Mbps, after bypassing the modem as instructed by their technical support team. - **Device connection speeds:** Both my laptop and phone have link speeds close to 1 Gbps.
This clearly demonstrates that simply blaming my modem is not an acceptable response, particularly when the speed remains low even after bypassing it.
I contacted customer service again, only to go through the entire story and the same troubleshooting process all over again. I requested compensation for at least three months, considering that I have been paying for a 500 Mbps service without consistently receiving the advertised speeds.
The representative couldn't even provide a commitment regarding compensation. When I requested to speak with a supervisor or manager, I was left waiting for more than 20 minutes, only to be told that management couldn't do anything about compensation either.
**This is absolutely unacceptable!**
I am extremely disappointed with both the quality of the internet service and the complete lack of accountability from their customer support team. Customers should not have to spend hours repeatedly explaining the same problem, performing the same troubleshooting steps and chasing a provider to deliver the service they are paying for.
I expect a reliable internet connection, proper technical support and fair compensation when the advertised service is not being delivered.
After this experience, I would strongly discourage anyone from signing up with this provider. There are plenty of other internet providers in the market, and based on my experience, I would certainly recommend looking elsewhere.
Dear Ash, Thank you for sharing your feedback. We… Read more
Would give it 0 if I could. When you want to cancel your connection they still charge you for the whole month and won't refund saying it's part of their policy. So basically you are paying for a service that you didn't receive, rip off! Show details
Deay Kylie, Hi there, we're sorry to hear about your… Read more
Spintel are the worst. I pay $90/month and constantly am without internet. When I contact them, I'm always told it's not their fault, and they blame NBN upgrades. Show details
Hi Jacki, We’re sorry to hear that you’ve been… 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.
Their customer service is really disgusting. These Phillipinos DO NOT follow things up and do not… Read more (+1 reply)