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.
The best experience ever
We have been with Spirit for more than two years. Honestly the best experience ever. We have had many zoom meetings each day for last two months. No outrage, no speed drop.
Shocking shocking shocking
Every time it rains or even when the wind blows the internet goes down. We paid for a business line which guaranteed us dedicated "speeds" of 20MB - however if we were lucky we would get 3MB... we would complain and complain and they would keep saying nothing was wrong. When we first joined we joined with Wires Broadband - who sold out to spirit... everything was perfect on Wires Broadband but after the sale it all went downhill very quickly... the main satellite tower in Burleigh "failed" several times and each time it took them 3 to 4 days to...get a spare part in to fix it. We asked them to reset our port on their side and they refused - however the one time someone did actually agree to do that, our internet started working properly again for 30 days and then went back down again... when I asked them if they were throttling us (although on a business plan that shouldn't have been), they chose to ignore my question over and over again. Now that we have cancelled they are trying to demand an additional month's service even though we were not on a contract with them and they are refusing to move the dish off our roof... which is a catch 22 situation because they are claiming the dish belongs to them but they are just abandoning it on our roof - so I now have to pay to have it removed and dumped. Support have no idea what they are doing and when they do decide to respond they never read your message, they simply click on the first automated response that they come across. Shocking shocking shocking... think twice before getting into a contract with Spirit Broadband.
Resolved our issue
We were originally signed up with Anttel had an issue that seemed irreconcilable until Grant stepped in and really went out of his way to resolve it quickly and professionally.
Terrible experience with wireless broadband on the Gold Coast.
Consistently terrible speeds with wireless broadband. Should be illegal to sell a service that doesn't perform at speed 99.9% of the time. Countless customer support tickets and still terrible internet.
- UFi Data Plan #1: 50/50 Mbps
- Verified customer
Reliable connection and excellent service
I actually get a solid 50Mb/s both ways with no slowing down during 'peak' periods. Can't say better. The staff are always polite and the follow through (they mail back to check all is well) is appreciated.
Customer service is terrible. Dropouts and no help from support. Really shoddy business. Will wait 45+ mins to talk to someone. Not cheap either. Premium price, budget products
Absolutely useless now
This was pretty good when I first signed up about two years ago on the Gold Coast. Now I am lucky to get 2.5mps in the evening which means watching Foxtel or any sort of streaming is useless. I suspect that Spirit have just added more and more users without updating their system up here. When I complain all I get is useless tests which prove nothing. Move your modem etc (it is exactly where you installed it!) Last night I was the only user in the house trying to watch the RWC. Time 2050 hrs download speed 2.20 mbps ... up 5.03 .. then 197 down and 197 up. An hour later 4.56 down and 3.35 up. Pathetic. I am searching for a similar priced NBN retailer right now.
Excellent Service and Support for Those with Low IT Skills
As someone who is not very tech. savvy, I appreciate the reliability and speed of the service. I stress the reliability because I could not deal with dropouts, poor performance or lack of backup service.
Spirit has performed well and when necessary always made communication easy and put in the extra effort to be helpful with any issues.
Very happy and no complaints so far.
Tech backup very patient and helpful.
I connected 3 days ago and so far so good. Happy with speed and absence of dropouts.
Located in St Kilda road apartment I experienced problems with Telstra cable speed which
was blamed on congestion in line use.
- Verified customer
Great alternative to NBN
I recently moved into an apartment in Melbourne CBD and was looking for internet providers. Turned out Spirit - a non-NBN provider - offered cheaper prices with faster up/down speeds per month and with a 2nd month free promotion. Had to contact the company once due to a billing query and did not have to wait in a queue to chat to an online rep, who offered great service. Experienced a reduction in speed once or twice but otherwise speed is very consistent at other times. Would recommend.
Moving out from my apartment
I had lately some drop out, but I logged off and the connection come back. I was with Spirit for 3 years, and I was happy with the service. When I had to call the contact center my problem was sold promptly, in a very helpful, manner.
We have had no issues whatsoever since joining Wires that then became Spirit. Wifi readily accessible on all devices upstairs and downstairs that met all our needs. Connection was totally reliable. No drop outs whatsoever.
A great domestic wireless internet connection on the Gold Coast
The service is contracted at 30 down/10 up and consistently measures very close to these speeds.
I did not want to go to NBN HFC and this is a good future-proof alternative.
The support staff are always friendly and helpful.
I had some initial start up problems with speed but these were resolved.
Wireless internet relies on line of sight to base towers from your property and this is addressed at the initial sales contact and site installation. Ensure that you are getting the contracted speed at site installation time to avoid follow up.
In summary, a great service and I highly recommend Spirit.
Spirit is awesome !!
- Ace in customer support
- Ace in service
- Only thing needing improvement is coverage. I hope they have wider provision coverage.
- Would opt for Spirit in place of any other ISP.
Questions & Answers
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...
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.
Are you guys ever going to branch out into standard home internet? If you are, let me know firstname.lastname@example.org
Hi Andrew, Thanks for getting in touch. We're expanding all the time, but currently, focus on business and residential apartment Internet. If you'd like to stay in the loop with our residential products and services, fill out this form https://spirit.com.au/speedy-waitlist/ . We'll let you know if our home product offering expands.
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