Worst experience and customer service with internet provider I’ve had!. I wanted to join Spintel as a new customer but the process ended up being incredibly difficult and customer service was absolutely appalling.Starting from me lodging my request to connect internet online on Thursday, 28th of November. I got confirmation and trusted the process. Considering there was no internet or any contact with the company on that day, I called. The customer service representative was polite but not knowledgeable whatsoever. She kept telling me that my address doesn’t exist and if sure my address is not (next door units). Yeah, pretty sure I know where I live. Then she checked the land rates document that I’ve uploaded, approved it. Asked me all S/N from NBN box, which I provided. Suggested that it will be escalated to the technician team as the address can’t be found in the system. It was almost an hour phone call. Way too long to be this unproductive.However, there was no contact on Friday, so I had to call again. And again, customer service representative checked uploaded documents, confirmed my address, said it will be connected over the weekend by a technician team as it’s escalated already.Monday comes, still no internet. I called again. Another customer representative told me that my order is canceled because I “have not provided valid documents”. When I asked which documents they need, she insisted that they need “lease agreement”. I explained number of times that I don’t have one because I’m the owner or this property and land rates letter from council is more than enough because it verifies my address and name. She kept insisting it’s not enough and not valid, order is cancelled and I need to provide lease agreement. I felt like she does not understand what lease agreement is for. After 11 minutes of wasted time and no resolution offered, I decided to go with another company. I wasted 5 days and heaps of time on the phone with their promise to connect when in fact nothing being done. They also have not contacted me to advise that any additional documents required or that order “had been cancelled”.It’s by far the worst customer service I’ve received from any internet provider. And I haven’t even connected yet, so no interest to gain a new customer.Went with another company and was connected in 40 minutes with no issues.Customer representative Elsa responded in email that they needed those documents for NBN because my address is impossible for find 😂 Somehow other company not only found the address, but also connected everything without collecting unnecessary personal data. With the same NBN that didn’t reject anything.
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SpinTel is an Australian-based telecommunication company that mainly provides residential broadband, 4G connectivity and home phone packages.