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Customer service is good!
Rob was very helpful in providing assistance on my VOIP issue. There was no actual issue with the SpinTel service, it was just a router setting but he was quite happy to help and eager. Thanks Rob.
Download and upload speeds are good, ping varies in quality.
I noticed a few weeks ago that my ping was higher. Not the median ping, but actually the minimum ping went from around 20 to around 40, even when there was no jitter. This was happening throughout the entire day. I talked to 3 people but they all somehow thought it was a local problem, even though this behaviour began after a dropout at spintel's end. They suggested nonsense such as obtaining a new modem. Rob called me, and we discussed the matter. He realised that it was not a local problem, and talked to the NBN team about it. A week later the problem appears to have been resolved. It is really rare to see someone care so much about the customer.
Good customer service and excellent value for the price.
Overall experience with Spintel is good. I had issue with the Modem. Mercy , belle and team helped us to fix this and have replaced with a new one with no extra cost. Mercy was patient and kind enough to explain over phone. Spintel valued their customers and provided excellent service so far.
Good service. Cheapest deal until Epic Broadband came along!
Speed is as advertised, customer/technical service reliable. Started off with hiccups but it was dealt with as best as they knew how (although I think they should try to win customers' confidence better) To be fair, it wasn't entirely their fault, it was NBN's but a bit more effort to care for customers' dilemma would have been nice. Overall, I'm happy with Spintel.
Good basic service well supported
Connection of FTTC is generally sound and using the basic 25/5 services suits my needs. I regularly test the speed and it is rarely below the expectations of 22/4 MBS.
I rate their support service very highly and recommend them above many of the larger corporate ISPs.
Patient advice for new NBN client
The NBN installation at my mother-in-law's retirement home was delayed several weeks because the NBN didn't have her address on file. When it was finally installed, she was already stressed out and struggling to make her emergency medical phone work. I called Michelle at Spintel, who could see what was happening from her side and who patiently talked my mother-in-law and me through the setup.
Spoke to Joe then Tim regarding the sudden loss of service.
Joe identified the problem in a very professional and timely manner.
Tim assisted in solving the problem to my complete satisfaction..
Waiting for the connection at this time
Great service and reliable so far
Spintel was communicating with me from the day I ordered their 25/5 NBN plan till my NBN was installed. Luckily I had Optus cable before and the installers could pull the new cable in via the old cable and thus minimise any drilling mess etc. Overall satisfied with the NBN however their evening speed can be lower than their advertised 21 Mbps at times.
Great NBN so far, and hassle free to order and sign up.
I have only had this service a short time, but so far it is working very well and has proven reliable and consistent.
The SpinTel Customer Service chap (Julieto) was very efficient and knew his stuff, he helped make placing the order very easy.
Now I do not know if this is, or is not an offshore call centre, I really could not tell, it all went very smoothly, and Julieto was very easy to understand.
The final physical nbn connection at my place was on time and also went smoothly.
Regular testing of the connection speed both down and up have proven to be very close to the 25/5 plan speed so far.
So far I am one happy chappy.
I am happy with what I have. I am not using internet very often now. I am also happy that phone is now working.
Marjorie my helper at Spintel Technical Support was really good. Thank you Majorie for getting my e-mails. You were so patient and helpful. Sandra Brunton happy client. I had Carol help me this week. Very helpful. Thankyou
The reviewer stated that an incentive was offered for this review
Don't think any of the problems are Spin-problems. Both NBN and both Mobiles.
1. Last week discovered together with Spin Technical (very good) support that a NBN password was not upgraded after a house relocation 2 weeks ago. Now 100% rectified.
2.Don't know yet if this prior to the total breakdown caused the many outings I suffered. Nearly cancelled Netflix.
3. The many mobile phone outages, I would say are Optus problems.Transmitter goes of the air, zero bars on the phones. From a few minutes to hours.
4. In few of the above issues, maybe 5G is the answer?
Works really well!
Reliable connection. We are very pleased with our Spintel experience and their technical support team are fantastic! Michelle assisted me to set up relocation of my NBN - she was great
- NBN 25/5 (Standard 25)
Initial connection was a pain.
Initial connection was a mess during last Christmas. Caused me to cancel my original plan early and we were out of internet for several weeks and even wanted to dishonour the $60 credits they promoted saying that was only for NBN and phone bundle....
Our original modem can not connect to the service so we called the support and they were useless saying they couldn’t help more so I had to buy a new modem.
Apart from the initial mess once connected it was ok. Connection seems stable.
Be aware if your direct debit didn’t go through, they will c...harge you a late fee. As I informed them on the same day after negotiation they were willing to wave the fee. They implemented an online messenger for customer service which was easy to use. Credits for that. I have left Spintel because I have found another NBN provider with cheaper monthly rates. Otherwise would’ve been with them. Now of course Spintel’s modem is useless with the new provider but they gave me a free one anyway.
Responsive problem solving.
NBN dropped out on evening of Monday 8th Sep 2020, came back after 2hrs. Then I notice voip phone not working. Tried to report problem by email to Spintel, but it bounced. Then sent WhatsApp. Got reply Tuesday, with instructions to try. Now all working.
Good value and service
Seamless experience with SpinTel, connection process was easy, speed is good and pricing is very competitive. I use my own modem so can’t comment on that. Can do most things online in my account and when I did have to call they generally knew what they were doing and solved the issue.
so far good service
Took a little time to set up but O.K. at the moment. Customer service girls where excellent as they kept me well in formed all the way. Very patient and did explain for the connection why it was taking so long
Would prefer a faster speed but only have fibre to the node.
I have had many drop outs over the years. Most were rectified by spintel . However one major fault was rectified by a telstra sub contactor. He found 4 faults in the existing copper main within 400 metres of my house.
We must have fibre to the house to get high speed reliable broadband.
Happy replacement of ADSL2
Complex procedures to accomplish transfer of ADSL2 connection to NBN connection accomplished. Internet working fine and Phone connection also working fine. Spintel's Technical personnel worked diligently to make it all happen.
But it’s a bit slow 15/25 expected
We havent had a chance to use it much as it was only installed 3 days ago and the phone hasn’t worked since it was changed. Tim was wonderful and fixed that
Very friendly. Went above and beyond to solve my problem. i Would highly recommend to all who need an internet connection. Would use for other services as well as internet
Prompt and efficient service
Had problem with landline service on my Spintel NBN package. The support I received was courteous and efficient and full service was achieved much to my satisfaction. Thanks to the young lady I dwelt with.
So far, good not perfect.
Had some billing issues when I first joined which were eventually sorted, and the modem which was supposed to come configured and ready to go was not.
But since then it has mostly worked well with minimal dropouts, speeds are good, although watching a HD movie on Netflix can be a problem sometimes with the movie occasionally freezing and the sound then going out of sync, don't get that problem if watching in SD.
Absolutely no problems.
No dropouts. Sometimes a bit slow in very heavy traffic periods, only to be expected. I should be the one deciding how many words to use in this review, not you!
Usually getting around 11.4Mbps download which is twice as fast as the previous ADSL2+. Bought as a bundle with free local calls from the home phone for $50 a month.
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