Spirit

Worst IT Provider – Worst IT provider I have ever dealt with. Medical practice left with no internet for over 4 business' days, new server which they installed that drops out regularly and leaves practioners with no access to medical software and patient information. To request support you log a ticket online but it can take days to even get a response. Regional manager ignored all emails after a meeting was requested to discuss the constant IT issues.

There in Spirit - Not in Support ! – Between Spirit and the Nursing Home (serviced by Spirit) where my brother was living, the telephone service, our key means of contacting him each day was abysmal and help to address related issues, non existent. This was particularly apparent through Covid but did not improve afterwards with Spirit asserting "not our problem" - and so they made… Read more

no effort to assist in the resolution of related issues. These issues remained unresolved when my brother relocated to another Nursing Home whose telephone provider is not limited to Spirit. Would I use Spirit again ? Never !! If it was possible to give a lower rating than one star, I would have.

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. https://www.speedtest.net/result/11235240879 Support has been great… Read more ·  1

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.

Seriously Good – 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. https://www.speedtest.net/result/10214745608 Show details ·  1

Flawless – 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.… Read more ·  1

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%.

Worst experience ever!!!! – I got the connection including a new router for my new apartment. From day one, it didn't work and I had to spend long hours talking to them, trying to solved the issues. Asked me to pay extra for a static IP, though the problem is with their connection/ router. When I decided that I don't need the service, which I never got, I had to follow up… Read more

many times to get my full refund. Every time When I contact, the most common reply was, " we are waiting for management decision" or "we don't have any update at the moment". If you can't give a proper service, why are you wasting people's time. Also, for many emails, I event didn't get a reply. Meantime, I was getting bills for a service I never used (for 2 months). Also, finally after 2, 3 months when I get the refund, I didn't get the full amout.. This is totally ridiculous!!! Don't ever use this service. They don't value people's time and money.

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… Read more

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… Read more

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 didn’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.

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… Read more

"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… Read more

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.

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. Show details

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 .. Show details

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… Read more

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 come 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… Read more

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 Show details

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… Read more

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. Show details ·  1

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… Read more

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. Show details ·  1

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. Show details

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. Show details ·  1

Steer clear – 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 The. Worst. Show details

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… Read more

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. Show details ·  1

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. Show details ·  1

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,… Read more ·  1

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. Show details ·  1

Wonderful service! – 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. Show details ·  1

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… Read more

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. Show details ·  1