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Diabolical Customer Service
Phone provider for my mother's nursing home. For 4+ years her account was paid days early but last December I missed the emailed account amongst all the junk. When I received a reminder I paid within 24 hours. I was threatened and hassled by a Collection Agency over Christmas even though the account had been paid - I had paid directly to Spirit and they failed to notify their Collection Agency. I eventually sent the Collection Agency a screen shot of the payment. It was offensive especially at that time of year. It took me hours to find ...the company as the bill has no physical address. When I found a phone number there was no one to assist over the holiday period... It would have been nice to receive an apology. My mother died a few hours ago, It's 6am and closing the account will be the best thing on a rotten day.
Oh how the mighty have fallen
Spirit have never been hands on with customer service but our last interaction with them has been so abysmal that I was compelled to write this review.
Overnight maintenance that Spirit performed on their equipment in our office left us without internet that day. After waiting 30 minutes on hold I was told the issue needed to be escalated to a higher support tier. I was told I’d be contacted right back.
By the middle of the day I’d send several emails and cumulatively spent hours on hold just to be told I’d be updated soon. Those updates di...dn’t come. We were forced to send our office home due to Spirits failure to simply engage with us during the troubleshooting process. This service is absolutely not business ready. Do not rely on it.
Stay away .!!
Garbage.. stay away .. they expect u to do all the trouble shooting. And the person from Philippines told me that's their policy. You need to trouble shoot or call your friends to do it.
DO NOT USE THIS PROVIDER!
The product itself is unreliable and always having issues, but the worst part is the abysmal customer service. If we had the choice to use another provider we would, but we're locked in by contract through our building complex. We've been promised phone calls from tech support which never occur, then when we call again we're bounced around to "incorrect departments". When we finally get on to someone we're directed to enter the same incorrect usernames and passwords over and over like they're expecting them to suddenly magically work. Asked to ...keep resetting the router which we've already established doesn't help. They keep calling with the SAME instructions that don't work. When we asked for a technician to come out to look at the problem (because we've been doing this back and forth for over a week) we're told they can't promise it because we don't qualify for a technician until further troubleshooting is done. WE'VE DONE EVERYTHING YOU'VE SAID 100 TIMES! IT'S NOT WORKING!
Garbage internet provider, incompetent staff.
Have had a gut full of this internet provider. We have absolutely no choice but to use them as our building has absolutely no other services and cannot obtain access to optus, telstra or any other provider. (Clearly our body corporate signed a contract with spirit at the time of construction).
The internet speeds are below what is quoted, we got dumped with a crappy old used modem when we signed up. It was meant to be replaced within the week but after weeks of chasing them up we simply gave up. They didn't even know how to set it up we had to work that out. The staff on the phone in the past have been rude/useless and now we have the modem constantly turning itself off. DO NOT USE THIS COMPANY! Spend the money and go elsewhere.
- UFi Data Plan #1: 50/50 Mbps
Hands down the best internet provider in Australia
I'm not sure what the negative reviews are on about... Spirit have been a godsend, especially during 2020 when we were are locked down in Melbourne. Downloads AND uploads were blazing fast. We were on the 50/50 plan but getting in excess of 90/90 on speedtest - over wifi btw.
Support has been great and the only few times there were outages or maintenance, communication was excellent keeping us informed in advance wherever possible. I really can't say enough good things about Spirit, especially at ...their prices. The only shame is we have moved and Spirit is not available at our new place, which means we are back to using the terrible NBN network. But even disconnecting was easy and painless! Thanks for a great service. NBN please take note.
Signed up for 100/100 in May and I am super excited about this. Its cheap and reliable and actual speeds are what I signed up for A few second drop outs a couple of time a week but that's it, Highly recommended if you can get it.
Anything but Spirit
The Wifi runs at 2mbps max, I payed for 50 mbps. Always problems, continuously have to contact support. Value for money is terrible. Support is generally helpful. Not their fault that the service is terrible.
Since having this installed (Spirit Sky 100/100 Business), the service has been without any issues, apart from an occasional drop out during extremely heavy rain. Service comes back online within a minute though.
Installation was also very quick, and easy to get going. Tech support response is excellent, as the support team is based in Australia.
Definitely as good, if not better than an enterprise grade fixed line connection. It comes at a bit of a cost, but that is still lower than a fixed line equivalent. Highly recommended.
As a side note, Spirit focuses solely on their fixed wireless product and have absolutely no connection with the NBN, meaning they are able to control their network 100%.
If I could give it no stars I would .
Absolutely disgusting . Speeds are up and down like a yo-yo . The customer service is useless and that’s being polite . Don’t do it . Tonight I finally got someone honest in there tech department who explained the issues I have been having is to much traffic on the supply tower, and that have no plans to upgrade . Thanks for lying and ripping me off since November ..
Terrible internet speed and connection. Always dropping out, MBPS is between 3 and 10 Mbps upload and download. It is acceptable to Spirit as generally over 5 Mbps not above 11 on a great day!!! Takes so long to do any work and speed is so slow and unreliable. Started off fantastic and has had a fast down hill decline in the last couple of years and getting worse by the week. Spirit just says the apologise, nothing else they can do.
5 Days and counting, no internet and horrendous staff and tech support.
5 days ago our internet cut out — full service but no connection. Did all of the usual resetting, unplugging, changing location as we have heaps of points in our house — nothing. Contacted support and they told us to do all that again. Nothing. Called them. Told us to do it all again. Nothing. They say it's fine on our end so keep doing that... We said it's obviously the router or their connection through the setup they supply as there are no points in our apartment that are working.
Tried to charge us $180 + GST for a tech support person to c...ome out to fix their problem. 3 days later, finally comes out. He goes to check the wiring or whatever. Realise an hour later he's still gone. He's left. Not a word or resolve. He then tells the company he fixed the problem. Obviously he didn't. A manager was meant to come out that night. No one turned up and no one contacted us, even the next day. Contacted them again. They said they can't get hold of any of their tech team and will get back to us. Call them again a few hours later and no one had actually done anything. Call back again, no one has done anything. Continuing to ask US what WE want THEM to do? Fixing the internet we pay for would be the obvious answer, right? Up to the 5th day now, and I use the internet to work from home, which obviously is risking my job right now with no connection, and they are now ghosting our calls and ignoring our emails. Just fix it.
terrible customer service & terrible internet connection
i am very happy to cancel my subscription. terrible customer service “they called it 24/7 support” but when i asked to checked about my subscription because i cant even login because the internet is losing connection to often, and they solution was “ill get your details and pass it to them and will contact you very shortly“ i mean ,“who is them??” and it is always no internet connection in the early morning. this service doesnt look professional (customer service) and very disappointing and frustrating to deal with.
NO service or staff to resolve issues !! Stay clear
Changed providers in January 2020, have spoken to several staff to disconnect NBN service, which they continue to bill. Have dealt with 5 staff all making promises to resolve. Still waiting and when you call them they do not answer and the reception states someone will call you back. Honestly I have dealt with many companies but SPIRIT lack the level of service business customers require. Look for options
Abysmal tech support
Like any other internet service, service outage is common and understandable. Every our service resolves the outages in less than 12 hours if not 24 hours. Spirit takes atleast 3 days to respond and takes a week to resolve everytime the service goes down. We are all living in times where we had to work from home and internet is essential. It took half a day to connect to tech support and it took 3 days for them to send a team to see what is happening though there is clear outage with huge impact. Shows no value for customers.
Questions & Answers
when I sign up with boost, the provider was t-mobile. now I have been shifted over to spirit. is there a reason for this since I noticed many people are not happy with spirits customer service? I know boost is owned by dish network. will this harm my service in any way is it still 5g ready???
Hi Bill, thank you for reaching out! If you have any concerns regarding your mobile account with Spirit, you can reach our customer service at firstname.lastname@example.org. Our team will be able to answer an...y questions you may have. I hope you have a good day.
Does Spirit have a map of their coverage in metropolitan Melbourne?
I am in Forest Hill, 3131
Hi Shaun, yes we do have coverage in your area for businesses, however if you are after home internet we do not provide in your area. If you are interested please send your address and business details through to email@example.com. Thanks!
If i get spirit will this solve the Internet issues we've been having...it's wifi but super slow I believe it's because there are too many signals but it's almost as slow as dial up was...
Not sure at all Tom. You would be best to check with Spirit.
Tom, JP from Spirit here.
Sounds like you're describing WiFi interference, but of course slow Internet can be caused by a bunch of things. If it's interference, there are a few steps to check and resolve:...1. Get a free WiFi Analzyer app on your phone - there are a few of these, but any showing you the channels under 2.4 and 5 GHz will do the job. Launch the app while at home and look for a channel graph. If there are a lot of WiFi networks all clustered at the same point then interference is likely the culprit 2. If you have access to your WiFi modem/router, log in and change the channel to something else. If you don’t, call your provider and ask them to do it. Another way to check if interference is the troublemaker is to use the "ping" command to check for packet loss - open a command line by hitting Start, then enter "cmd". In the new window, enter "ping www.google.com -t" and let it run for a bit. Ctrl-C will end the pings, which will then display stats including packet loss. If you see packet loss it could indicate WiFi interference. Of course depending what tech you’re on, it could be the upstream provider. NBN and DSL tech tends to run congested – everyone's trying to squeeze through the same pipe, which severely impacts performance. If you suspect that as the issue, give us a ring on 1800 SPIRIT :) Hope it helps. JP
OK thanks will look into it
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|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||$55.00||$65.00||$135.00|
|Max Upload Speed||50 Mbps||100 Mbps|
|Packages Available||Bundle and Standalone||Bundle and Standalone||Bundle and Standalone|
|Contract||Monthly and Set Period||Monthly and Set Period||Monthly and Set Period|
|Max Download Speed||50 Mbps||100 Mbps|
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