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Signed up a 50/20 plan. We have never had the speed up to 40. Normally the download speed is around 20. was told to restart the router but didn't do anything. Can't even stream movies at home.
"I understand" but they don't
Over 3 weeks to connect to NBN at this address thanks to Spintel. Seriously consider any other ISP. Took just under 3 weeks to obtain a NBN modem from NBN thanks to unknown delays. I told Spintel on the day of signing there was no nbn box inside house to connect to. Once nbn modem arrived I connected up and all led lights indicated a working nbn connection. Configured my own router as per Spintel's requirements and didn't work. 3.5 days later after 29 emails and a couple of lengthy "support" calls the problem was resolved. I never changed any s...ettings or anything from what was setup on day 1 yet apparently "some modems take time to authenticate" First router was connected for at least 3 days, nothing. Second brand new one connected for at least 5 hours, nothing. Multiple "I understand" emails from support going around in circles checking username and password correct, correct PPPoE connection selected and many many resets of nbn modem and / or router(s) only once Spintel finally escalated the issue on day 3 when I refused to purchase their expensive router the problem disappeared within just a few minutes and mysteriously both of my own routers worked. Spintel refuse to admit any liability for the delay and claim they understand. Appalling. Complete waste of my time and money for several days to find out what I always expected that the problem causing inability to connect was at their end. Please choose another ISP than this crowd. Even 1 star rating is too high but can't select zero.
- NBN 50/20 (Plus 50)
ZERO sense of responsibility. Rubbish Service
Their customer service team takes ZERO accountability towards their customers.
Back in May 2021 when I requested the NBN connection, No one has ever contacted me after the order was placed; they missed multiple promises that someone would reach out to me. I had to follow up for MULTIPLE times to finally getting the NBN configuration info and it WASTED me HOURS.
This time in Oct 2021 when I need the connection for a new address, I purposely informed Spintel 8 days in advance before the intended connection date for the new NBN. Again, no one ev...er reached out to me whatsoever from their side. I had to reach out to them multiple times and each agent give different versions of stories on what to expect. I have been trying to be nice to all the agents I came across but I am shocked how the company doesn't do their work. I am not sure if it's their company's poor management rendering these orders overlooked. I cannot believe that how poorly the company is coordinated for even fulfilling the most basic stuff. SHAME ON YOU Spintel for wasting hours of my time and breaching all your promise. Really, SHAME ON YOU.
Spintel Bad Start
Spintel switched NBN from current provider to them without giving headsup. Then received billing, then told modem being shipped without enough details as to where the modem was. No internet until modem arrived. Excellent.call centre staff,but lack of vision means a very poor start for new.customers. No notification that internet will be cut. No details of shipping of modem(cost $150). Downtime without internet explained as normal when changing providers. Not good for home office users
I cancelled my plan with SpinTel 2 weeks ago. I paid for the full month of September and was told I would not get my 2 weeks refund back (which I am fine with). I received confirmation of the cancellation invoice and yet I just received a billing for the month of October.
Contacted customer support, had to wait hours for a reply only to be told that I have to wait for their credit team to investigate. Investigation came back without any real information, only to say that I still have to pay a full month's fee for the month of October when I am not using their service anymore. I am not in any contract. People beware when signing up with SpinTel - I may not know much about doing business but this right here is criminal.
Would never recommend them.
I set up my nbn with them, within a week my internet stopped working. Called them (which took almost an hour to get through) they said they’d get onto nbn to see what the issue was and they’d get back to me. Three days later I receive an email informing me they’re disconnecting my service without even consulting me.
Cancelled after less than a month - terrible customer and technical service
There was 4 hours downtime when switching as the provisioning team had not set up my ppoe account details before sending the switch notice to my previous ISP. This resulted in 4 hours downtime and customer service saying it may be rectified in "minutes or hours". This was also on a Friday afternoon and I asked if I would have internet out all weekend and they couldn't really say anything except "minutes or hours". Worst, onboarding, ever.
The internet then tended to be pretty flakey compared to my previous provider. Whilst the speeds (to loc...al servers) were generally as advertised, it would consistently slow or drop out causing quite a bit of frustration. I also noted that international backhaul seemed pretty damn slow. I then experienced an extended outage, which I first noticed at 2am and lasted till past 9am. There was no team and the website did not report the correct length of the outage. Saying it lasted from 5:58am to 9:05am Now when trying to cancel the service, after less than 2 weeks with them, they are asking ridiculous questions to try to make it difficult and annoying to cancel unlike other providers I have experienced in this industry which simply see you have churned and automatically cancel your account or its done as soon as they ask why. The best ISP is the one you don't even notice because it just works. Spintel is not that ISP in any way. I would never recommend them.
Impossible to contact
Absolutely impossible to contact.
So frustrating, by far the worst phone system of any company...
Live chat function is just as bad as they send you to different sections to assist.
Dropouts and Dodgy Billing
Bill never what I signed up for.
When confronted, that's when they become SPIN-tel. When obvious flaws are pointed out in their "reason" for bill fluctuations (almost double charged for 1 month of service) they change the story and try give a different excuse.
They are writing their own reviews on here to bury the negative reviews.
0/10. Would not recommend. Ever
No service available, it was quicker to disconnect and reconnect with another service than wait for Spintel to acknowledge the issue.
Spintel notified me that they were sending a technician to my address without my request or permission. Service dropped out the day before the technician was due to visit, customer service were contacted and stated they would not look into the problem as a technician was visiting the following day.
I was give a 4 hour window for the technician to visit, they didn't show up.
I received a text message notifying me ...
Do not use this company !!!!
They connected me quickly however 3 days later no service.
After trying to sort things out for an hour over the ph with a technician he said “He could not do anymore and he has raised a request for NBN to assist which maybe a few days!!!! That’s it !I
During the initial 3 days that they did provide the service only 1 time out of 7 was the speed over 12 Mbps. I joined up for the 25 mbps speed.
So, after 2 days without service at all and no call, I cancelled the service and they still charged me a month. They would only send emails at no point apart from the technician did I speak to anybody. Numerous calls and wasted time with this company.
I need a reliable service provider THIS IS NOT ONE.
Woeful Speed & Customer Service Vanishes Once They Have Your Card Details & Money!
Customer service was great right up until they had my card details and debited it. They're not upfront with their charges either (they said nothing about it costing more if you pay with a credit card, as has every other business I've ever dealt with that does so) and if you leave and go to another provider, even if it's on the 2nd day of your billing cycle, they charge for the ENTIRE month (is that even legal?) no pro rata refund, plus you're charged from the date you agree to sign up, not the date you actually receive the service, so you pay f...or about a week of service you don't even get! Worst internet speed I've ever encountered, and I am comparing apples with apples, same modem, same position of equipment etc yet at times I was only getting 4mbps on a 50mbps service, whereas with my previous provider I was consistently getting in the high 40's. Spintel has been totally woeful so I suggest you go elsewhere. I wanted to leave due to the less than adequate speeds and was told that if I did they'd slug me $300!
Cannot set up Internet service
I’ve tried to sign up for this Internet company twice – in 2019, and 2021. on both occasions, they couldn’t provide Internet, and blamed me for failing to set up the modem correctly. But even after I purchased a modem with spintel configurations, I still had no service. Altogether we had to spend 3 weeks with no NBN.
Could not achieve speed paying for
Was paying for 25 mbps, receiving 4-9mbps. Spintel advised nothing wrong on their end and close the ticket. Changed to Tangerine and immediately got 25 mbps with the same hardware.
Half hours no body answer your phone and does not resolve issues
Majority technicians are idiot, really can understand why this company hires so many ignorant "technicians" pretending they are doing the job. Rang 4 people cannot fix anything, just waist your time for half day time.
At last when asked to connect to their manager for long time, then be advised this area has internet problem. half day time just got this result. Who know it is real or not? Just can not even browse a internet page. It is ridiculous!
Why their technicians can not find out NBN got the problem? Just asking you turn on and off your modem all the time. The answer is they are idiot!
Questions & Answers
Does this service provide free phone service from landline to local phone services and mobile phones
Hi Hilary, If you have an NBN service with us and you want to add/choose a landline service along with it, you can get Unlimited Local & National Calls to the landline number across Australia. If you want UNLIMITED calls to Australian local, national and mobile numbers you need to add a $10 plan (VoIP/Phone) along with your NBN plan.
For More details: https://www.spintel.net.au/home-internet/nbn
Can the person who responds to these reviews please provide me with assistance via a private message regarding my installation today?
The people I have been speaking to via WhatsApp and also via Phone have been no help in assisting with my queries, but the person responding here seems to know what they are talking about.
Hi Romina, I have sent you a private message for the SpinTel account details so that I can check your order and assist your further.
Get an answer from our members and SpinTel representatives
|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||$64.95||$84.95||$59.95||$59.95|
|Typical Evening Download Speed||45.0 Mbps||90.0 Mbps||22.0 Mbps|
|Max Download Speed||50 Mbps||100 Mbps||25 Mbps||12 Mbps|
|Max Upload Speed||20 Mbps||20 Mbps||5 Mbps||1 Mbps|
|Packages Available||Bundle and Standalone||Bundle and Standalone||Bundle and Standalone||Bundle and Standalone|
|Contract||Monthly and Set Period||Monthly and Set Period||Monthly and Set Period||Monthly and Set Period|
|Data Allowance||Unlimited||Unlimited||Capped/Fixed and Unlimited||Capped/Fixed and Unlimited|
|Replaced by||Spintel NBN 25/5 (Standard 25)|
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