Lacking in performance
I signed up with Spintel 2 years ago, with a 25/5 fixed wireless NBN plan. Speedtest results were initially close to plan. Some months ago I noticed a degradation in download speed, and embarked on a fact-finding exercise. Speedtest results morning, afternoon and night yielded download readings from 3 to 12 Mbps, averaging 8.5, through the Spintel modem/router, via both wifi and ethernet cable. I don't do much uploading, but got an average close to 3 Mbps up.
I got similar results with another laptop (both wifi and ethernet) and with a tablet and phone (wifi only).
Direct connection of the Speedtest measuring device (laptop) to the NBN NTD via ethernet cable yielded 21 to 24 Mbps, indicating the arrival at my house of a strong signal. Wifi uses no cabling, so cabling faults can be ruled out. Similarly for wifi and ethernet adaptors, too many devices yielding similar results.
All tbe indicators pointed to the modem/router as the bottleneck, so I ordered a new one. Unfortunately, I got the same slow-speed results, and worse, I lost my local area network and was unable to access network devices like printers. A restoration of my original modem/router immediately rectified that, and the new device is on its way back.
During this, Spintel technical advice ranged from good to poor. Fault reports on slow speed were raised, and dismissed twice by Spintel. They ignored my record stored at their site, and kept asking me to repeat the same tests when they already had the results. The final straw was their statement "You're getting 6Mbps, and that's within bounds, case dismissed."
To compound customer problems, Spintel has now done away with email communication and hence the ability to upload data files such as Speedtest results. You've got to ring them each and every time you need to make contact, generally resulting in a callback and constraining your freedom of movement.
I've reached the conclusion that Spintel has not purchased enough wholesale bandwidth from NBNCo to service customer plans. All attempts at problem resolution with speeds way under what you're paying for are doomed to fail. I see no future with them.
Feng Lan L.
Good wireless broadband!
Spintel efficiently signed me up and helped me with upgrading and even helped me save money cos I had my own modem. They talk to you and they're real people, and you can call or online chat, which is very convenient. I couldn't be happier. Connection service is good too, I can stream videos and radio no issues.
One call and everything was sorted
Following the Netgear instruction book to set up a service for my elderly father I came to a step where the option we were supposed to use wasn't there for a 'basic' set-up. There was only 'advanced'. I rang Spin Tel later (not being at the computer) and the technician was brilliant. She understood what to do immediately. She gave me step by step instructions to write out. A few days later I was at my father's computer and followed the instructions. It all worked first time. No follow-up help was needed. Really thankful, and a little surprised it went so well as I am technically really bad. Wish all services were as helpful as Spin Tel.
False advertising - but was taken care of
I recently signed up for a wireless broadband package through SpinTel’s website for the no lock in contract (month-to-month) with a $99 month modem charge. It was shipped quickly and setup was easy. Unfortunately, due to poor Optus comms in the area, I was forced to cancel the contract in the first month. On attempting to do so I was informed that I had been locked into a 12 month contract and there was a $170 cancellation fee. Their system disregarded the online order and placed me onto an old 12 month contract they previously had. They were unwilling to release me from the contract, so i took it to the Telecommunications ombudsman.
Following thisa local Spintel rep contacted me and has resolved the matter providing a full refund upon return of the modem. Thank you - but it would be nice not to have to go through the process each time this sort of error is made by telcos.
Not happy about wireless BB
I have been with Spintel for about 3 years. Initially used ADSL+2, NBN connections that were really OK.
I had to switch to wireless BB due to some reasons and I have to say DO NOT buy wireless BB from spintel. The service, signal strength are really bad..
Great value and excellent customer service team!
I'm getting reliable connection and good customer service support at the call centre. There is little waiting time when ringing up for tech support which I really appreciate too. The Wi-Fi speed is great for Netflix viewing.
Unstable Netcomm modem
My Netcomm NL1901ACV On Home Wireless Broadband stops transmitting data after an hour even though it is connected to optus antenna with perfect signal.
There is a fault with the firmware or hardware as discussed on the Whirlpool forum under Exetel.
This is a known problem.
Please send me the new firmware to fix or better modem!
I can report back that since being Updated the performance of the device and service has been excellent, getting the full advertised speed any time of the day.
The only problem is that the data is capped and there is no upgrade on the wireless. 500gb of data would be better.
When you reach your quota it doesn't just get throttled like the good old days, it gets switched off!
It’s great I problems and the price is fantastic
Did not have any dropouts but my modem played up twice and with your help it was fixed I Frim your side immediately.
The service I have received always was quick and proper
Wireless Broadband with HUAWEI B525-FD05 Modem
This unit works very well as long as you have average coverage with Optus network. You must order the optional antennas. Spintel should supply them with modem for optimum performance. Again network coverage must be good.
Roger Plympton Park
Cant get NBN and this has been very good
No problems what so ever, no drop outs or interrupted cover so far. Great option for Adelaide Hills residents. Bought the best modern from them when on sale.. very cheap.
you have to pay a fee to pay your bill
Very easy to set up, and amazingly fast shipping - had my modem in Perth the very next business day. This is miraculous.
I have no complaints about the product - it beats the woefully inadequate Telstra Velocity (monopoly in my area) hollow.
What I am whinging about is the fee tacked on to the bill, to pay the bill. Either credit card or Paypal, there's a fee. And you can only set up a direct debit for payment.
It's so awesome!
Awesome!It's surprisingly better.It's unbelievable that this internet signal is great. The speed until now is fast enough to watch or stream movies. No problem with the connection. The signal is very strong. The signal is always very good. I can't believe in my experience that this wireless internet is a lot stronger than all internet providers companies combined.. now I can stream movies even when I'm camping. Then I will find a working elect ricity outlets. So then I can work on my internet even in the middle of woop woop Since the Adsl exchange ilocation is vital, all connections no matter what company it is will give me a weak signAl. Can't stream movies at all. With wireless broadband I always have enough speed for movies streaming. I like to take internet with me. A WiFi internet. Always have it handy like in camping as long as you got a good electricity socket to connect the modem which is small enough for your handbags. Very practical . A brilliant invention.
Once it was operative - very impressive
The first two times I tried to connect to my mobile broadband I had issues that presented problems due to what appeared to be a new modem type. the third time a representative took over remote control of my computer and solved all my issues.
For months now, my connection speed with Spintel (NBN wireless) averages only 4mb/sec. Spintel have been unable and unwilling to fix it. Spintel service is next to useless and Spintel support is a waste of time.
I lost my internet connection.
I did try turning off the modem any everything thig in the house
Rang customer service. Isdues fixed in less than 5 mins. Highly recommend Spintel
Very reliable connection excellent service.Your technician Jim was extremely helpful and very knowledgeable
also very polite. I telephoned the day before and was told to contact Apple to fix fault but Jim today was very effective. 5 Star rating.
I had to contact technical support and received care and understanding from the tech support staff. My PC has issues with the Singtel modem so my internet connection never got going. Jim was especially helpful to me. Today was the first day of my connection with Singtel and with help I got my phone connection but not internet. Jim provided a suggestion to by-pass my PC hardware issues so I will try that solution soon.
I have expierenced landline dropping out often& internet sometimes.
The service I received this morning was excellent, it was fixed within minutes of me ringing. Friendly helpful service. Thankyou so much
The Good And The Bad
Have had some drop-out due to bad weather between mel/sydney . Dont do lots of download so most time all's well.
Had a few problems with the new modem when the last one failed,was replace by spin, the home phone was no longer connected, took about 5 day to get it fixed, spin left no stone unturned, a good team.
Follow up afterward have been good.
So far so great (good)
Ordered wireless broadband on Wednesday evening and received it by Friday. Really quick delivery! I live in the inner city and the download speeds are more than adequate from a single home-office user (10-13mb/s). I did have trouble signing into my account initially but I called up and the query was addressed and resolved, however, the representative did seem to be blunt and in a rush. Nevertheless, once I was able to access my account, I was surprised how well the account dashboard was to use, seriously, really easy and user-friendly! The modem setup was a breeze and had even the sim card installed which was a nice touch. Overall, I can't believe I've been spending so much with the other telco's when there is a service such as this priced so competitively.
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