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.
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.
- 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.
- 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
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!
- Verified customer
Cannot live without it.
I have had a few dropouts on occasion and the internet can be slow at times. I've found that the customer service has been excellent. The staff are always helpful.
Review collected in partnership with SpinTel
Best decision I made since leaving TPG
Runs at 50 consistently every time I do a speed check. Still too early to check dropouts but none so far in the first week. Modem too is of superior quality.
They’re called Spintel for a reason. All the spin in the world and none if the service.
Started off badly. First of all I was over charged on my first bill by quiet a lot. Called them to try and rectify this. Was told I should see a credit on my next bill. Of course I didn’t. Call back another half an hour on the phone to finally get my credit two months later.... if I didn’t call them I’m sure they wouldn’t have raised this issue.
Started my service in ADSL and purchased one of their premium pre configured modems. As my area had the NBN available I switched over only to have another modem sent to me. My next invoice I see a dirt...y modem bill for another modem that is the less advanced model to the one I already purchased off them without requesting this! Another phone call... had to go to the post office and pay for return of the modem or they wouldn’t refund the fee. Was told I would get a credit for postage and modem. Two months later nothing.... another phone call “oh let me check that for you. You should have received that by now” sound familiar? Two months now after having NBN 50/20 my speeds where as expected. Three weeks ago they drop down to roughly 15 download 8 upload. 5 phone calls and over 3 hours on the phone I have been given the run around and they flog me off, telling me someone else will call me back and having to re explain my situation. Never dealing with the same person. They have told me to play with almost every setting and do over 50 speed tests and guess what?! No improvement. As I sit here today I am in the process of cancelling my service. Oh one last thing, be very careful. They change their deals all the time without telling you. I went to login the other day and the mobile service they where giving for my phone had changed and for the same price I could get 15gb instead of 10gb. I have noticed this happens with all of their products, the prices and what’s included changed regularly so if you don’t keep an eye on it yourself you could be paying more than you need to. Yes they’re advertised as cheap, but ultimately I suggest you look elsewhere rather than dealing with all the spin and disappointment which in turn will cost you more.
No problems at all
Speeds and performance are what was promised and the small issue I had on setting up my connection was readily solved by a competent support person. The support phone line is readily answered!
- Verified customer
Spintel cannot fix an NBN problem
NBN My problems with Spintel
I joined Spin in 2015 with an ADSL2 service. I was very happy. Then ADSL was cancelled in my area, so I was forced to switch to NBN. As Spintel had been a good service, I opted for the 18-month plan, and no cost router.
NBN was slow, intermittent and pretty well unusable. I phoned for service numerous times, but all Spintel could do was tell me to reboot my router. They logged into my router numerous times and fiddled, to no avail. At their suggestion I changed to the faster NBN service. That was no faster until I...adjusted my router, which Spintel had failed to do! Sadly, the service was just as intermittent. OK to download files, but useless to watch Netflix. I then asked to be switched to a broadband service, but was told this would not work in my area. Time to change retailer! Spintel refused to cancel the remainder of my plan, citing the following: 10.0 Limitation of Liability: (d) Our failure to continue to provide the Service to You for any reason whatsoever. You acknowledge that We do not guarantee continuous fault-free provision of the Service. You must co-operate with Us reasonably to install the Service or to repair any faults. Spintel take NO RESPONSIBILITY for their service!
The best internet service highly recommend!
Reliable, excellent customer service affordable great value for money! I'm really happy with my experience with spintel they have been great and NBN works really well and i love how nice and friendly the staff are i recommend to anyone who asks about a internet provider.
Good Speed despite being far from the Node
Only been connected a couple of days, but all seems good, connecting our laptops and mobiles to the 5Ghz band gives good fast speeds. Easy transaction, people always there to talk to if needed.
good value for your money
I was not happy with them initially as it took me too long to transfer to them despite giving them more than 2 weeks and after being transferred to them, Spintel did not inform your old NBN supplier to cancel service, your old supplier could charge you too.I had a lot of dropouts with Spintel in the first 2 months, my family was angry and demand me to cancel service with them but Spintel tried to make it good, they checked the days I experienced dropouts, faults and they deducted a fee ( $54), they also sent an NBN technician to my home to chec...k and fixed connections and my NBN now is running good, I normally get around 38 Mbps for NBN 50, not too bad and most importantly nobody in my household complain anymore. Give them Time and patience , you'll get a good service for your money.
Dont do it!
Spintel have been unable to deliver on the speeds they advertise, have wasted many hours trying to sort the issue out, have replaced the modem and initially I got closer to the advertised speeds (30 something but not near 50), after a few days speeds were Very inconsistent and sometimes as low as 3 mbps with lots of drop outs. I should have stayed with my fixed wireless set up!
Basic service I guess you get what you pay for.
After several attempts to get the speeds advertised and paid for I just gave up and put up with a less than average service. Due to moving house when I cancelled the service I was charged $97 dollars for the privilege.
RUDE & INFLEXIBLE
I was connected on 23rd August, first bill ($12.57) due on 29th August. Then today 5th September (7 days later) another bill for $64.90 to be paid 8 days later....WHAT THE!!! Even the person I spoke to today didn't get what I was saying.
My billing period should be at the same date as the day I got connected or close to it....If I Am Expected to pay on the 13th...then it should only be for the 5 days i have been connected....
also, DON'T ask for an extension on your bill, they also want and extra $5 for the privilege (no justification for it),...I requested a week before bill due....it's just rude. I am seeking a better NBN company...SpinTel is one of the most inflexible providers so far (it's only been 15 days i've been connected)....they don't care that I have to go without food because of having to pay a full bill 13 days into the 1st month. If I were you I would seek another provider.
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